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Intermittent Internet Service

  • 3 April 2020
  • 21 reacties
  • 209 keer bekeken
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I had KPN internet installed at my home yesterday. The internet connection is intermittent, it will connect for ~10min then disconnect and can be 5-15min before it reconnects. It is very unreliable. The WiFi connection to the Experia box is fine - always a strong connection, it is the internet access. I tried rebooting the Experia box and usually it connects upon reboot but the same issue returns after some short time of using. This is pretty much unsable internet service. I have a glass fiber connection to my apartment.

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Beste antwoord door Erik van KPN 8 April 2020, 11:38

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21 reacties

Erwin van KPN
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Hi @DMurphy . I'm very sad to hear about your issue.

Could you fill in your profile and give me a sign by commenting in here? 

Did you also turn of the power of the fibre unit → (the box before the experiabox )? Please leave it without power for at least a minute. Als try a factory default of your experiabox ( use a paperclip in the reset hole)

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Hi Erwin,

I filled in my profile, thanks.

I was going to turn off the power of the fiber unit but was unsure, I will try that and can also do the factory reset and let you know how it goes.

 

Thanks,

Darragh

 

 

Erwin van KPN
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Yes. Please let me know the outcome!

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Neither of those steps worked, initially was connected ok but then disconnected with no internet. 

Marcia van KPN
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Reputatie 7
Badge +30

Very strange! What colour does the ‘dsl’ light have on your Experia Box? 

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The DSL light on the front is solid Green. It goes through a sequence of green - red - green on either power up or factory reset. Is there an error log file I can pull off the Experia box for you?

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The side light is either solid blue or flashing blue. Never any other color.

Marcia van KPN
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Reputatie 7
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Could you please check if the cable is connected correctly from the fiber unit to the Experia Box (red cable and red port)? If everything is okay, I would like to send you a new Experia Box. Could you let me know?

 

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I checked the cable connections last night, I don’t think its the cables but I could try a different ethernet cable between the units.

 

I logged into the Experia unit and looked at the status and logs. On the DSL Status it says the DSL Link is down, both when I have internet access via the unit and when it goes off - is this normal? I will send you the screen shots and a dump of the log.

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System Log:

Jan  1 00:00:31 VRV9517 syslog.info syslogd started: BusyBox

Jan  1 00:00:33 VRV9517 cron.info crond[3856]: crond: crond (busybox) started, log level 8

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3885]: make: family 2

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3885]: make: family 2

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3885]: make: family 10

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3885]: make: family 10

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: started, cachesize 150

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: reading /etc/resolv.conf

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: using nameserver 195.121.1.34#53

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: using nameserver 195.121.1.66#53

Jan  1 00:00:34 VRV9517 daemon.info dnsmasq[3887]: read /etc/hosts - 5 addresses

Jan  1 00:00:39 VRV9517 daemon.notice pppd[4299]: pppd 2.4.1 started by root, uid 0

Jan  1 00:00:39 VRV9517 daemon.notice pppd[4349]: pppd 2.4.1 started by root, uid 0

Jan  1 00:00:42 VRV9517 daemon.info dhclient: adapter index 23

Jan  1 00:00:42 VRV9517 daemon.info dhclient: DHCPDISCOVER on eth0.4 to 255.255.255.255 port 67 interval 3

Jan  1 00:00:42 VRV9517 daemon.info dhclient: adapter index 23

Jan  1 00:00:43 VRV9517 daemon.info dnsmasq[3887]: exiting on receipt of SIGTERM

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4668]: make: family 2

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4668]: make: family 2

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4668]: make: family 10

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4668]: make: family 10

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4670]: started, cache disabled

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4670]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4670]: read /etc/hosts - 5 addresses

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4670]: using nameserver 195.121.1.34#53

Jan  1 00:00:45 VRV9517 daemon.info dnsmasq[4670]: using nameserver 195.121.1.66#53

Jan  1 00:00:45 VRV9517 daemon.info dhclient: DHCPDISCOVER on eth0.4 to 255.255.255.255 port 67 interval 8

Jan  1 00:00:45 VRV9517 daemon.info dhclient: adapter index 23

Jan  1 00:00:45 VRV9517 daemon.info dhclient: DHCPOFFER from eth0.4:10.235.0.1

Jan  1 00:00:45 VRV9517 daemon.info dhclient: DHCPREQUEST on eth0.4 to 255.255.255.255 port 67

Jan  1 00:00:45 VRV9517 daemon.info dhclient: adapter index 23

Jan  1 00:00:45 VRV9517 daemon.info dhclient: DHCPACK from 10.235.0.1

Jan  1 00:00:45 VRV9517 daemon.info dhcpd: Wrote 1 leases to leases file.

Apr  4 09:59:07 VRV9517 daemon.info dnsmasq[4670]: exiting on receipt of SIGTERM

Apr  4 09:59:07 VRV9517 daemon.info dhclient: bound to 10.235.1.172 -- renewal in 1797 seconds.

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4915]: make: family 2

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4915]: make: family 2

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4915]: make: family 10

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4915]: make: family 10

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4917]: started, cache disabled

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4917]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4917]: read /etc/hosts - 5 addresses

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4917]: using nameserver 195.121.1.34#53

Apr  4 09:59:09 VRV9517 daemon.info dnsmasq[4917]: using nameserver 195.121.1.66#53

Apr  4 09:59:09 VRV9517 daemon.info dhcpd: Wrote 1 leases to leases file.

Apr  4 11:59:12 VRV9517 daemon.info dnsmasq[4917]: exiting on receipt of SIGTERM

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5247]: make: family 2

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5247]: make: family 2

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5247]: make: family 10

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5247]: make: family 10

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5249]: started, cache disabled

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5249]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5249]: read /etc/hosts - 5 addresses

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5249]: using nameserver 195.121.1.34#53

Apr  4 11:59:14 VRV9517 daemon.info dnsmasq[5249]: using nameserver 195.121.1.66#53

Apr  4 11:59:14 VRV9517 daemon.info dhcpd: Wrote 1 leases to leases file.

Apr  4 09:59:20 VRV9517 cron.err crond[3856]: time disparity of 26433238 minutes detected

Apr  4 11:59:24 VRV9517 daemon.info dhcpd: Reclaiming not used lease 192.168.2.5.

Apr  4 11:59:24 VRV9517 daemon.info dhcpd: DHCPREQUEST for 192.168.2.5 from 70:1a:04:93:50:8e via br0

Apr  4 11:59:24 VRV9517 daemon.info dhcpd: DHCPACK on 192.168.2.5 to 70:1a:04:93:50:8e (Sayomi-Dell) via br0

Apr  4 11:59:24 VRV9517 daemon.info dhcpd: adapter index 14

Erik van KPN
Rank
Reputatie 7
Badge +30

The DSL Link down notice in your case is ok since you have a fiber connection. In terms of signal, everything seems to be okay. So, I’m going to send you a new Experia Box, @DMurphy. Would you please fill in, on your forum profile a 06-mobile phone number? On that you will receive confirmation of the package and when it is delivered at the pick up point.

"That might be the most important thing to understand about Humans. It's the unknown that defines our existence. We are constantly searching, not just for answers to our questions, but for new questions." - Benjamin Sisko
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Hi, its not clear to me where in the profile form to fill in my mobile number, is it “Klantnummer (mobiel) 

(Privé)”? BTW I changed the WAN cable beteer fiber and Experia box - no change.

Erik van KPN
Rank
Reputatie 7
Badge +30

Yes, that field is fine. Any field that has (Privé) behind it, is private and can be used.

"That might be the most important thing to understand about Humans. It's the unknown that defines our existence. We are constantly searching, not just for answers to our questions, but for new questions." - Benjamin Sisko
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I updated the mobile number on MyKPN profile.

Erik van KPN
Rank
Reputatie 7
Badge +30

Excellent, thank you. I have just ordered a new Experia Box be sent. It will be delivered to the pick up point at Het Bommetje in the Reguliersbreestraat. You'll get a text message with the full name and address of the shop. It will be delivered there monday, April 6. You'll get an additional text message once its there. You then have a week to go there, hand in your old Experia Box and pick up the new one.

Please pack up the old one in a box and write the order number (3921425) on it, as well as the below address. Let us know if this solves the problem. If not, we're probably going to have to send a technician over, if possible.

 

KPN

Antwoordnummer 10119

2400 VB Alphen aan den Rijn

"That might be the most important thing to understand about Humans. It's the unknown that defines our existence. We are constantly searching, not just for answers to our questions, but for new questions." - Benjamin Sisko
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It seems the package is not getting delivered, we called the tabac owner yesterday and he said he is not open because of corona and only one time he is able to arrange pickup. Also PostNL shows the package is not yet delivered there. Is there any other option? Can you have the new unit shipped to my apartment?

Erik van KPN
Rank
Reputatie 7
Badge +30

Darn, I was afraid of this. Usually I try to choose pick-up points in supermarkets to be sure that they are open. But for your address, the only options I was given were regular shops. So I picked this one at it seemed the one most likely to still be open :(

My system claims the package is available at the location, but I'm assuming that is a standard message it shows when the planned delivery date has passed. I'm also going to assume that the package cannot be delivered at the tobacco shop and will be returned to us after the week is over. 

 

As such, I have ordered another one. This time it will be delivered to your home by courier. He will arrive tomorrow, April 9, between 9:00 and 12:00. Have the old Experia Box and its power cable unplugged and ready before hand. The courier cannot wait for you to unplug at the time he is there.

 

"That might be the most important thing to understand about Humans. It's the unknown that defines our existence. We are constantly searching, not just for answers to our questions, but for new questions." - Benjamin Sisko
D
Rank

Thanks, the unit will be packed and ready to hand over.

D
Rank

Hello, I would like to provide you with an update. The issue is still not resolved, internet access is not good (keeps dropping). I think changing the Experia unit had some improvement - but there is no consistent connection for any period of time (usually 5-10min, sometimes longer but not often).

What’s the next action you can take?

Thanks,

Darragh

Erik van KPN
Rank
Reputatie 7
Badge +30

I'm sorry to hear that, DMurphy, that is unfortunate. I've dived back into my system, and since we've already swapped the Experia Box, the next step is a technician. I was not able to directly plan one myself, so I've raised a ticket. You will be called back on your mobile to make the appointment. I expect this to be today, but it might be tomorrow. I forgot to note that you speak English, so they will probably start out in Dutch. Oh, and be advised they call from a hidden number.

"That might be the most important thing to understand about Humans. It's the unknown that defines our existence. We are constantly searching, not just for answers to our questions, but for new questions." - Benjamin Sisko

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