Experia Box V10 restarts regularly

Dear support,

I'm a new customer with experience setting up networks, I've hired fiberglass 100Mb.

I installed the system according to the instruction manual, but from the beginning I experienced several internet cuts specially during morning and evening, I've noticed it happens more often when a device connects to the network.

The behaviour of the Experia box is lose connection for a few seconds (all lights green), then flashes the orange and red for a few seconds, then after 30s-1m it connects again.

I performed the following steps looking for the root of the issue:

Change password and set up internal network
LAN, Connect each device by ethernet cable, then took one by one the devices
Wireless, granted access through MAC address or static IP to the wireless devices
Perform factory reset and try only with cable connected devices
Change power supplies

Still after 3 weeks with the service it keeps on failling, which is very frustating since I need internet connection to work but also to control several devices in the house.

Best regards,
Niko

Bladzijde 1 / 1

Hoi KPN support,

Ik heb sinds de glasvezel aansluiting exact hetzelfde probleem. Met DSL was had ik dit niet.

Ook wij (mijn vrouw en ik) hebben de aansluiting nodig voor ons werk. Het is erg frustrerend dat we regelmatig tijdens een overleg de connectie kwijt zijn.

Ik werk bij een bank in de ICT op de betaalsystemen en ook bij incidenten ben ik wel eens de connectie kwijt geraakt.

Graag verneem ik wat hier aan gedaan kan worden. P.S. wij hebben de Experia Box V10 H369A.

Met vriendelijke groet,

Guido

Hoi,

I attached in this msg the log file of the Experia Box V10 when the internet drops:
There's something wrong with the Hardware provided.

2022-12-07 11:33:53 PPP(eth_route):ppp0 down for reason is Peer not responding
2022-12-07 11:33:53 PPP(eth_route):ppp0 down for reason is LCP down
2022-12-07 11:33:53 PPP(eth_route):ppp0 down for reason is LCP down
2022-12-07 11:33:55 PPP(eth_voip):ppp1 down for reason is Peer not responding
2022-12-07 11:33:55 PPP(eth_voip):ppp1 down for reason is LCP down
2022-12-07 11:33:59 PPP(eth_route):Connection terminated
2022-12-07 11:33:59 PPP(eth_route):Sent PADT to 00:00:00:10:2f:30, SessionID is 28911
2022-12-07 11:34:01 PPP(eth_voip):Connection terminated
2022-12-07 11:34:02 PPP(eth_route):start Discovery
2022-12-07 11:34:02 PPP(eth_route):send PADI and wait for PADO 1 sec
2022-12-07 11:34:02 PPP(eth_voip):Sent PADT to 00:00:00:10:2f:30, SessionID is 12483
2022-12-07 11:34:02 PPP(eth_route):recv PADO
2022-12-07 11:34:02 PPP(eth_route):send PADR and wait for PADS 5 sec
2022-12-07 11:34:02 PPP(eth_route):recv PADS,SessionID is 33023
2022-12-07 11:34:02 PPP(eth_route):Starting negotiation on ppp0
2022-12-07 11:34:02 PPP(eth_route):PAP authentication succeeded
2022-12-07 11:34:02 PPP(eth_route):set local/remote IP: 86.81.167.80/195.190.228.23; dns: 195.121.1.34/195.121.1.66 on ppp0
2022-12-07 11:34:03 TR069:Start to create a new session.
2022-12-07 11:34:03 TR069:Sending inform 4 VALUE CHANGE
2022-12-07 11:34:03 TR069:Session create success.
2022-12-07 11:34:03 TR069:Receive informresponse.
2022-12-07 11:34:03 TR069:Session close .
2022-12-07 11:34:03 TR069:Start to create a new session.
2022-12-07 11:34:03 TR069:Session create success.
2022-12-07 11:34:03 TR069:Receive informresponse.
2022-12-07 11:34:03 TR069:Session close .
2022-12-07 11:34:05 PPP(eth_voip):start Discovery
2022-12-07 11:34:05 PPP(eth_voip):send PADI and wait for PADO 1 sec
2022-12-07 11:34:05 PPP(eth_voip):recv PADO
2022-12-07 11:34:05 PPP(eth_voip):send PADR and wait for PADS 5 sec
2022-12-07 11:34:05 PPP(eth_voip):recv PADS,SessionID is 33151
2022-12-07 11:34:05 PPP(eth_voip):Starting negotiation on ppp1
2022-12-07 11:34:05 PPP(eth_voip):PAP authentication succeeded
2022-12-07 11:34:05 PPP(eth_voip):set local/remote IP: 10.186.40.140/195.190.228.23; dns: 0.0.0.0/0.0.0.0 on ppp1

Hello @NikolaeLL!
I am sorry to read that you have an unstable internet connection!

The best thing to do, is to contact our customer service by phone. Preferably when the problem occurs. My colleague can then check your internet line and immediately check and exclude matters. Based on this, we can look further into how this can be solved.

Our customer service can be reached on the number 0800 0402 (free of charge). Available from Monday to Friday between 8 a.m. and 6 p.m. and Saturday between 8 a.m. and 5 p.m. Closed on Sundays and public holidays.
We are always available 24/7 for malfunctions and technical problems.

Hetzelfde advies geldt voor jou, @GuidoAdC.

Hi @Shyrin_
Thanks for your reply!

That's what I did, KPN service came yesterday afternoon and found some issues in the glassfiber going into my house.
After his visit the issue is solved, connection is stable and got the right speed (hired 1000 but I was getting around 250, which is not bad but not what I hired).

Regards,
Niko

Glad to hear that the connection is stable now!

With a wired connection you should be able to reach at least 90% of the speed of the subscription. Do you measure the 250 wired or wireless?

@Shyrin_ at this moment I'm getting over 900 wired.

@Shyrin_ , I called the number and got an automated script that proposed to reset the Experiabox to fabric default. I did this via the website and until now it looks like problem is solved. Maybe a misconfiguration because we earlier used the Experiabox with DSL. If the issue reoccurs I will call KPN servicedesk again.

Kind regards,

Guido

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