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I just switched to KPN fiberglass. I replaced the experia box with a Ubiquiti Cloud Gateway Ultra. I am experiencing packet loss and intermittent disconnects of several seconds multiple times a day. These are the messages I get in the dashboard:

 

Your primary internet KPN was disconnected and has been restored multiple times in last 24h. If this persists, please try restarting your ISP Modem.

and

Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.

 

Some screenshots from the dashboard:

 

It is not only a message in the dashboard: I actually experience delays and error loading pages when these events are registered. I also have some containers which cannot reach internet due to this.

 

The firmware/OS versions that I am using are:

UCG Ultra: v4.0.20

Network: v8.6.9

 

Do you have any suggestions to solve the problem? Is there anyone using ubiquiti gateway instead of the experia box? I have configured everything as indicated by KPN but I cannot figure out what the problem is.

Try updating your UniFi OS to version 4.1.5 (Early Access).
Also, did you unplug the ONT from the power grid for two minutes? Sometimes this can help resolve these kinds of issues.

Mine is connected on a Nokia ONT, works fine.
 

Hi @Nothingman, welcome! Have you tried bnh's suggestion to reboot the ONT? 

If the problem persist, please connect the KPN Box instead of the Unifi to see if this also occurs with our equipment. If that is the case, leave it connected and contact us. Beause then there might a deeper problem that requires a technician or technical ticket. And that can only be planned or registered if you have our equipment connected. You can use our call me now/later feature for that to get a call back at a time that is convenient for you.

If the problem is gone when our Box is connected, the problem is somewheren around your UniFi install. In that case, we can't offer official support. But community members might have more tips for you.

Yes, I tried unplugging the ONT for a few minutes but the problem persisted. I also tried with the KPN box 12 and the issue was the same: disconnections every one or two hours.

I could see in KPN Box 12 that the logs registered WAN a disconnection. A technician will come tomorrow and check it out, but it seems that the problem is not in the router but on KPN side (ONT or somewhere else).

Hopefully they find out tomorrow the issue. 

@Erik van KPN @bnh  Thanks a lot for your help!

This morning the technician came and replaced the ONT with a new one from Nokia. Connection has been stable for the whole day, so I’m glad that the issue has been fixed.

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