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Topic # 113897 31-Jan-2013 12:22 Send private message

Okay. So I'm so over this problem, it's incredibly annoying, and I've spent 4 hours this morning trying to get  it working. It's insanely weird. I have the router from telecom, Thomson TG585 v8, that works on start up with no problem EVERY single time. On the other hand, I have a Netgear N300 which is near new, I much prefer this one over the Thomson for personal reasons, and that is a luck of the draw, sometimes it works, and when it does, it can work for up to 3 days or a week, or some days it disconnects a few times a week, the internet light turns red which to my knowledge is a authentication problem. It takes hours upon hours of restarts to finally get it to authenticate. What doesn't make sense to me is the fact that the settings on both of the routers are identical. I don't see the settings being wrong if it works the majority of the time. 

No offense to telecom, but they have been incredibly useless in this situation. I've called at least 25 times about this. Same answer all the time, please restart your router, call netgear, etc. Technician even came around, nothing.

I don't know what to do about it. The authentication is right.

[email protected]
abc123

I'm desperate for help guys. All help is incredibly appreciated. This has caused me a great amount of stress. 

I'll provide any settings screenshots necessary.

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  Reply # 753793 31-Jan-2013 12:32 Send private message

Make sure the NETGEAR is running the latest firmware.

Make sure you have a master filter.

Post your modem stats for others to comment.






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  Reply # 753794 31-Jan-2013 12:34 Send private message

freitasm: Make sure the NETGEAR is running the latest firmware.

Make sure you have a master filter.

Post your modem stats for others to comment.
What exactly do you mean by stats?

Also, I don't think a master filter is necessary considering the modem the only connected line in the entire house.  Also, it's running the latest firmware, 100% sure.

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  Reply # 753795 31-Jan-2013 12:36 Send private message

Sounds like the Netgear modem is faulty. Have you followed the advice given to you 25 times and called Netgear? If so, what did they say?



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  Reply # 753796 31-Jan-2013 12:38 Send private message

RunningMan: Sounds like the Netgear modem is faulty. Have you followed the advice given to you 25 times and called Netgear? If so, what did they say?


Also did this with 2 other dlink modems previously. Telecom didn't give me any advice besides run a line test over the period of 24 hours. They said everything is fine.

I doubt 3 modems in a row with a faulty authentication.

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  Reply # 753800 31-Jan-2013 12:43 Send private message

Natha:
Also did this with 2 other dlink modems previously.


Ahh, that makes a difference, probably should have mentioned it earlier.

Does the Netgear have a log you can check for an error message when the connection drops?

Also, if you can post the DSL line stats (attenuation, sync rate, noise margin etc.) that would be useful.



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  Reply # 753802 31-Jan-2013 12:44 Send private message

RunningMan:
Natha:
Also did this with 2 other dlink modems previously.


Ahh, that makes a difference, probably should have mentioned it earlier.

Does the Netgear have a log you can check for an error message when the connection drops?

Also, if you can post the DSL line stats (attenuation, sync rate, noise margin etc.) that would be useful.


I could be wrong but I think you mean these:

VC-MUX
0
100
Type: Auto (You can select ADSL2+ etc).

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  Reply # 753809 31-Jan-2013 12:53 Send private message

No, not quite. There should be a status page that lists the line stats mentioned above.

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  Reply # 753818 31-Jan-2013 12:58 Send private message

Unless you're on a very old Telecom plan you don't need user details. Authentication is port based.

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  Reply # 753835 31-Jan-2013 13:09 Send private message

A couple of other things to try-

1) You mentioned this may happen a couple of times a week (or thereabouts), but prefer to use the Netgear. If the Thompson connects every time, will it also go for a week or more without a problem?

2) If you have the problem and immediately connect the Thompson instead, will that connect immediately? If so, does reverting to the Netgear straight away fail or not?

Also, what is the exact model number of your Netgear device?

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  Reply # 753837 31-Jan-2013 13:10 Send private message

sbiddle: Unless you're on a very old Telecom plan you don't need user details. Authentication is port based.


I'm picking that it is not an authentication issue at all (especially given the generic authentication details working in the Thompson suggest port based is active), but something causing the DSL connection to drop...

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  Reply # 753843 31-Jan-2013 13:13 Send private message

Feel free to email me pl at telecom dot co dot nz with your home line number and I can run a line test.  At which point I would most likely say you need to get a master filter installed.  And unplugging everything else in your house does not resolve internal wiring issues where a master filter is required.

If you're happy to I can post it here showing where the issue is at.

In regards to your NetGear... I would say it's pretty typical that if you don't have problems with the Telecom supplied modem and you DO have problems with your own modem.. Then the problem is in your modem.  And I would follow the advice everyone else here has given you and contact NetGear for a firmware upgrade, or perhaps the modem(s) are just busted?

The standard parameters are "[email protected]" and password of "password".  However as Steve said that it doesn't matter these days what you enter in if you are on a newer connection.  Which I can also check if you're on the old or new network via the line test.




I work for Spark, but as always my views are my own.



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  Reply # 753847 31-Jan-2013 13:15 Send private message

RunningMan: No, not quite. There should be a status page that lists the line stats mentioned above.





There mate. 

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  Reply # 753850 31-Jan-2013 13:18 Send private message

Yep, that's part of it. Should also have attenuation and noise margin figures listed somewhere.



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  Reply # 753853 31-Jan-2013 13:22 Send private message

Idk. I'm pretty much stuck.

Thomson cuts out all the time on wireless,

And Netgear works when it wants to and when it does, works perfectly.

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  Reply # 753854 31-Jan-2013 13:23 Send private message

This looks like the second internet issue you've noted in the last couple of days.

In this thread, plambrechtsen at Telecom asked you to send through details so he could arrange a comprehensive line test? Have you done this?


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