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KPN Box 12 internet drops intermittently

N
Deelnemer
  • nrls
  • Deelnemer
  • 8 reacties

Good evening, 

I’ve been customer since yesterday. Internet dropped several times in day with WiFi. I am working from home and I felt the outages with the freezing Zoom sessions.

I tried resetting modem, and checked cabling. You can find the modem logs, these times matches with the issue times I observed.

 

05.07.2022 17:13:04 Warning PPPOE

Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
05.07.2022 17:13:04 Warning DHCPC

WAN DHCP client (1) stopped
05.07.2022 15:47:35 Warning PPPOE

Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
05.07.2022 15:47:34 Warning DHCPC

WAN DHCP client (1) stopped
05.07.2022 13:41:53 Warning DHCPC

WAN DHCP client (1) stopped
05.07.2022 13:40:15 Warning PPPOE

Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
05.07.2022 13:40:15 Warning DHCPC

WAN DHCP client (1) stopped

Beste antwoord door Bram van KPN

@nrls I've been able to make a service ticket. This ticket will be picked up tomorrow. We will call you on the number you have provided.

I've made a comment in the ticket that you speak English only. I can not guarantee the person calling you will speak perfect English however. So if possible please see if you can have someone near who will be able to translate. 

Because I`m sure this action will resolve the issue I`m closing the topic. If you have any other questions however you can always ask them here. 

Bekijk origineel
    Dit topic is gesloten. Staat je antwoord hier niet bij, gebruik dan de zoekfunctie van de Community of stel je vraag in een nieuw topic.

    12 reacties

    Bram van KPN
    Wijsgeer
    Forum|alt.badge.img+17
    • Bram van KPN
    • Oud Moderator
    • 7879 reacties
    • 7 juli 2022

    Welcome to our forum @nrls! Is it just the wifi dropping or does the wired connection drop too?

    Also, could you check to see which firmware version is installed on your Box 12? You can find more information on how to check in our Box 12 firmware topic. 

    Lastly, you've mentioned using Zoom. Does it matter how many devices you use when the connection drops? 

    Please let me know here and we`ll see how we can fix this. 

    Zie je een goeie reactie? Dan zou een like tof zijn! Heb je een antwoord gekregen op je vraag? Markeer die dan als oplossing.
    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 7 juli 2022

    Hi Bram, the modem is in my meterboard and I am connected to it from a single Macbook with wifi, thus I don’t know about the wired connection. But when the problem occurs, wifi connections still keeps alive but only the internet connection not works.

     

    I have firmware SGEJ10000528, I think it is the latest version.

     

    Finally, as I said I am only one in the house and connecting with single computer, so I couldn’t observed it with multiple devices.

    Thanks! 

    Bram van KPN
    Wijsgeer
    Forum|alt.badge.img+17
    • Bram van KPN
    • Oud Moderator
    • 7879 reacties
    • 8 juli 2022

    @nrls I think it's wise to see if we can get an engineer to go to your house. However yesterday I saw no problems with the connection.

    What I would recommend is to wait for the next day where you have 3 or more disconnects. If this is the case please call 0800-0402. They should be able to send an engineer on the basis of the dropping connections. If not please let me know here on the same day so I can further assist you. 

    Zie je een goeie reactie? Dan zou een like tof zijn! Heb je een antwoord gekregen op je vraag? Markeer die dan als oplossing.
    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 13 juli 2022

    Hi  @Bram_ , I had 3 disconnect problems in last 24 hours. I tried to call 0800-0402 but it is only working in Dutch I guess (which I cannot speak), so is it possible for you to arrange an engineer to come to my house? Or is there any other channels that I can do it myself?

    Thanks!

    Bram van KPN
    Wijsgeer
    Forum|alt.badge.img+17
    • Bram van KPN
    • Oud Moderator
    • 7879 reacties
    • Antwoord
    • 13 juli 2022

    @nrls I've been able to make a service ticket. This ticket will be picked up tomorrow. We will call you on the number you have provided.

    I've made a comment in the ticket that you speak English only. I can not guarantee the person calling you will speak perfect English however. So if possible please see if you can have someone near who will be able to translate. 

    Because I`m sure this action will resolve the issue I`m closing the topic. If you have any other questions however you can always ask them here. 

    Zie je een goeie reactie? Dan zou een like tof zijn! Heb je een antwoord gekregen op je vraag? Markeer die dan als oplossing.
    N
    1 persoon vindt dit leuk
    • N
      nrls
    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 6 juli 2023

    deleted

    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 6 juli 2023

    Hello,

    I am having an intermittent internet dropping issue recently. I had a similar one before, and has recently gotten intense again.

    You can find the logs of my modem for the last few days below:

    Toon inhoud

     

    06.07.2023 17:32:02 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    06.07.2023 17:32:01 Warning DHCPC

    WAN DHCP client (1) stopped
    06.07.2023 14:11:15 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    06.07.2023 14:11:15 Warning DHCPC

    WAN DHCP client (1) stopped
    06.07.2023 11:03:18 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    06.07.2023 11:03:18 Warning DHCPC

    WAN DHCP client (1) stopped
    06.07.2023 11:01:02 Error WIFI

    A device failed to connect to SSID (16:8F:6E:BC:8E:DB) because it provided incorrect login information.
    06.07.2023 10:03:09 Warning DHCPC

    WAN DHCP client (1) stopped
    06.07.2023 10:01:18 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    06.07.2023 10:01:18 Warning DHCPC

    WAN DHCP client (1) stopped
    05.07.2023 08:06:26 Error WIFI

    A device failed to connect to SSID (6E:62:81:87:5C:A6) because it provided incorrect login information.
    05.07.2023 01:19:00 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    05.07.2023 01:18:59 Warning DHCPC

    WAN DHCP client (1) stopped
    04.07.2023 15:25:43 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    04.07.2023 15:25:43 Warning DHCPC

    WAN DHCP client (1) stopped
    04.07.2023 10:05:16 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    04.07.2023 10:05:16 Warning DHCPC

    WAN DHCP client (1) stopped
    03.07.2023 21:40:04 Error WIFI

    A device failed to connect to SSID (88:D8:2E:07:89:0B) because it provided incorrect login information.
    03.07.2023 21:40:04 Error WIFI

    A device failed to connect to SSID (B0:4A:39:0A:34:F0) because it provided incorrect login information.
    03.07.2023 21:40:03 Error WIFI

    A device failed to connect to SSID (88:D8:2E:07:89:0B) because it provided incorrect login information.
    03.07.2023 19:49:36 Error WIFI

    A device failed to connect to SSID (DC:E5:5B:43:5B:49) because it provided incorrect login information.
    03.07.2023 19:49:36 Error WIFI

    A device failed to connect to SSID (88:D8:2E:07:89:0B) because it provided incorrect login information.
    03.07.2023 19:49:36 Error WIFI

    A device failed to connect to SSID (16:8F:6E:BC:8E:DB) because it provided incorrect login information.
    03.07.2023 19:49:36 Error WIFI

    A device failed to connect to SSID (88:D8:2E:07:89:0B) because it provided incorrect login information.
    03.07.2023 19:49:34 Error WIFI

    A device failed to connect to SSID (B0:BE:83:24:08:E5) because it provided incorrect login information.
    03.07.2023 19:49:34 Error WIFI

    A device failed to connect to SSID (16:8F:6E:BC:8E:DB) because it provided incorrect login information.
    03.07.2023 19:49:34 Error WIFI

    A device failed to connect to SSID (B0:DE:28:05:ED:26) because it provided incorrect login information.
    01.01.2020 01:24:04 Error WIFI

    A device failed to connect to SSID (88:D8:2E:07:89:0B) because it provided incorrect login information.
    03.07.2023 17:48:53 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    03.07.2023 17:48:53 Warning DHCPC

    WAN DHCP client (1) stopped
    03.07.2023 13:46:44 Error PPPOE

    PPPoE error: timeout

     

    Admin: condensed error messages and merged topics

    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 7 juli 2023

    And still going on today:
     

    07.07.2023 10:45:18 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    07.07.2023 10:45:18 Warning DHCPC

    WAN DHCP client (1) stopped
    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 11 juli 2023

    And still going on intensely:

    Date/Time Severity Module Message
    11.07.2023 09:31:02 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    11.07.2023 09:31:02 Warning DHCPC

    WAN DHCP client (1) stopped
    10.07.2023 16:00:57 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    10.07.2023 16:00:57 Warning DHCPC

    WAN DHCP client (1) stopped
    10.07.2023 15:17:48 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    10.07.2023 15:17:48 Warning DHCPC

    WAN DHCP client (1) stopped
    10.07.2023 14:06:44 Error PPPOE

    PPPoE error: timeout
    10.07.2023 14:06:44 Error PPPOE

    PPPoE error: timeout
    10.07.2023 14:06:42 Warning DHCPC

    WAN DHCP client (1) stopped
    10.07.2023 14:06:42 Error PPPOE

    PPPoE error: timeout
    10.07.2023 14:06:42 Error PPPOE

    PPPoE error: timeout
    10.07.2023 14:04:56 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    10.07.2023 14:04:56 Warning DHCPC

    WAN DHCP client (1) stopped
    08.07.2023 00:19:31 Warning PPPOE

    Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
    08.07.2023 00:19:31 Warning DHCPC

    WAN DHCP client (1) stopped
    Thomas van KPN
    Moderator
    Forum|alt.badge.img+21

    Hi @nrls, welcome back!
    I've merged your topic as it's the same issue. Have you spoken to our colleagues at 0800-0402 about this?
    They can take a look at your connection and make a ticket or send a technician if that's needed

    Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
    N
    Deelnemer
    • nrls
    • Auteur
    • Deelnemer
    • 8 reacties
    • 11 juli 2023

    Hey @Thomas I guess that line is only working in Dutch (which I cannot speak), so is it possible for you to create a ticket for me?

    Bart van KPN
    Wijsgeer
    Forum|alt.badge.img+20
    • Bart van KPN
    • Oud Moderator
    • 12863 reacties
    • 11 juli 2023

    I created a ticket. My colleague will will call you within 3 working days to discuss further actions. Please let me know when you had contact. 

    Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.

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