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Multiple fiber connection drops a day

  • May 8, 2025
  • 4 reacties
  • 74 keer bekeken
P
Nieuwkomer

I have a problem similar to what I’ve found on the forum. The internet connection drops (fully disconnects or experiences packet loss) multiple times a day. I have a large log of such events on my gateway. Sometimes it works fine for a week, sometimes it drops many times within an hour and then continues to work for another week until it drops again. I have this issue for quite a while. I’ve restarted the fiber connection point and the gateway many times as suggested but still have the same problem. I called KPN support but they didn’t offer any diagnosis because I use my own Ubiquity Gateway instead of KPN one. I really don’t want to add an extra device (KPN modem) between UniFi and the fiber connection point and given that UniFi is an enterprise-level gear, I highly doubt that a Sagemcom KPN modem somehow will work better than my current setup, and it didn’t work better in the past (it also had internet problems but I didn’t have visibility as you don’t have many tools and logs with that modem). Is there anything I can do to make KPN really dig into that problem and help me out? The support seems to not willing to help and do anything until I install the KPN modem back.

Beste antwoord door bnh

I also have Unifi gear, and it works great! Recently, I replaced the UCG Ultra to the UCG Fiber and presented my UCG Ultra to my brother. He also experienced packet loss, which I never had on the same device. The issue is probably on the KPN side. However, to investigate, KPN requires your KPN modem to be active; otherwise, they unfortunately do not provide support.

The only thing you can do is place the KPN box for a few weeks in between and turn off the WiFi. After that, you can create an event log of the package log and inform KPN when it happens so they can initiate an investigation. KPN can analyze your modem and decide on the necessary actions. Currently, there are no other solutions for now like ​@Arjan van KPN already mention.

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4 reacties

Arjan van KPN
Moderator
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Hello ​@prusanov. Welcome to the KPN Community! It's unfortunate that you're experiencing a connection that drops. Especially since it happens multiple times a day, making using the internet a frustrating experience.

You mentioned that you're using your own Ubiquity modem instead of an Experia Box. That's absolutely fine, and we even have help pages for that on our KPN.com site and on this Community. However, it is your own responsibility to ensure it works. If you then want support for issues, we do ask you to temporarily reconnect the Experia Box. This is because we only guarantee a working connection on this device and can only then properly measure your connection. I'm sorry to have to tell you this, but there's no other option before we can provide support.

There are a few knowledgeable users here on the Community, so if you provide more details about your connection setup, you might find someone who can help you. I'll call in the help of ​@Marlon92  and ​@TDN  to see if they have anything to add, or perhaps they know which user has the necessary expertise on this topic.

We're also still available by phone to help you with this, provided you connect the Experia Box. Just schedule a callback (bottom right), and we’ll contact you at a time that suits you.

bnh
Superuser
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  • bnh
  • Superuser
  • Antwoord
  • May 9, 2025

I also have Unifi gear, and it works great! Recently, I replaced the UCG Ultra to the UCG Fiber and presented my UCG Ultra to my brother. He also experienced packet loss, which I never had on the same device. The issue is probably on the KPN side. However, to investigate, KPN requires your KPN modem to be active; otherwise, they unfortunately do not provide support.

The only thing you can do is place the KPN box for a few weeks in between and turn off the WiFi. After that, you can create an event log of the package log and inform KPN when it happens so they can initiate an investigation. KPN can analyze your modem and decide on the necessary actions. Currently, there are no other solutions for now like ​@Arjan van KPN already mention.

Nokia XGS-PON ONT - UCG Fiber, U7 Pro XGS, U6 Pro - SuperFiber 4 Gbit/s - NLZIET AppleTV App
Arjan van KPN
P
Nieuwkomer
  • prusanov
  • Auteur
  • Nieuwkomer
  • May 13, 2025

Thanks for the replies ​@Arjan van KPN ​@bnh . I understand that with the KPN modem it’s easier for KPN to debug any issues in an automated way. But I’m not asking to debug my equipment but rather the quality of the connection to my house, it should not matter which modem I use. 
I will try to put the modem back to see if it helps to debug the problem.

Arjan van KPN
bnh
Superuser
Forum|alt.badge.img+11
  • bnh
  • Superuser
  • May 13, 2025

Thanks for the replies ​@Arjan van KPN ​@bnh . I understand that with the KPN modem it’s easier for KPN to debug any issues in an automated way. But I’m not asking to debug my equipment but rather the quality of the connection to my house, it should not matter which modem I use. 
I will try to put the modem back to see if it helps to debug the problem.

Without original modem the won’t help you, the can not test or monitor your connection. That’s why the v14 needs to go back.

Nokia XGS-PON ONT - UCG Fiber, U7 Pro XGS, U6 Pro - SuperFiber 4 Gbit/s - NLZIET AppleTV App
Arjan van KPN

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