Having issues with the Telecom Supplied HG630b router

Forums › Spark New Zealand (including Skinny and BigPipe) › Having issues with the Telecom Supplied HG630b router

Darquel

43 posts

Geek

#148932 5-Jul-2014 23:23

Hi there,

This is a continuation to this thread: http://www.geekzone.co.nz/forums.asp?forumId=39&topicId=147452

...but to summarize the situation though, I acquired the HG630b router from Telecom as a part of the 12 month package for signing up and am currently having issues with it.

The current problem appears to be that my iPhone 5 (iOS 7.1.2) occasionally 'drops' the internet connectivity of all the other network devices (plugged in or wireless;I stress that the INTERNET and DSL light remains lit, the ADSL2+ connection is not the issue) unless I load something on the iPhone whether that be a browser or an app that uses the internet, this will load immediately and upon using the Wi-Fi through my phone the connectivity of the other devices returns to normal until it spontaneously occurs again 5min+ later.

This seems to be exclusive to only my iPhone 5 (the problem doesn't occur with my 3rd gen iPad or someone else's iPhone 4), and the problem does not occur at all if I turn my iPhone 5's Wi-Fi off.

Things I've tried to date:

Resetting the router from the gateway (soft and factory reset), using the hardware reset button to factory reset, turning off the power/turning back on.
Resetting my iPhone's network settings.
Setting a static IP to connect the iPhone to the router.

None of these have worked.

Again, I stress at no point does the ADSL2+ connection drop from the router. While the problem is occurring with the router (where my computer/iPad/google TV box cannot connect) I only have to browse the web on my iPhone through the Wi-Fi (doing this is instant - as if the problem doesn't even exist on the iPhone) to fix the problem.

I've previously used the same iPhone on another router (Belkin N600DB) without any problems for several years now, however that router is currently in a storage box as I am currently moving (hence the need for Telecom to send the HG630b router).

Please advise for any possible solutions to this problem.

Cheers,
Darquel

- Your ISP and plan
Telecom NZ - Unlimited plan
- Type of connection (ADSL, ADSL2, VDSL)
ADSL2+
- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Downstream line rate (kbit/s) 6915

Upstream line rate (kbit/s) 933

Downstream SNR (dB) 11.3

Upstream SNR (dB) 11.6

Downstream line attenuation (dB) 37.5

Upstream line attenuation (dB) 24

- Your general location (or street) Auckland Central
- If you are rural or urban Urban
- If you know your connection is to an exchange, cabinet or conklin Cabinet
- If your connection is to a ULL or wholesale service Unknown
- If you have done an isolation test as per the link above Unnecessary as it is not relevant

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6018 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1081655 5-Jul-2014 23:23

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

These links are referral codes: Sharesies | Mighty Ape

PoHq

466 posts

Ultimate Geek

#1081708 6-Jul-2014 07:23

My in law's had the same issue on their iPad's. I updated the router firmware for them from the Telecom NZ site and it completely fixed it. Here is the link.

http://help.telecom.co.nz/app/answers/detail/a_id/34346/~/updating-your-huawei-hg630b-gateway

Darquel

43 posts

Geek

#1081783 6-Jul-2014 11:27

I'd already upgraded the firmware from the second day of receiving the router.

HG630bV100R001C55B017_upgrade_main.bin
Software version: V100R001C55B017

I've since contacted Telecom NZ's broadband helpdesk about this issue and they've sent out a replacement unit for the router. Hopefully this is a standalone issue with this specific unit...

Darquel

43 posts

Geek

#1084077 8-Jul-2014 13:08

The replacement router came through, still experiencing the same issues as the previous one.

Ragnor

8219 posts

Uber Geek

Trusted

#1085763 9-Jul-2014 14:48

Sadly predictable, recommend you choose your own hardware where you can go direct to the manufacturer for support and updates.

http://www.smallnetbuilder.com/ has good reviews of network gear if you're looking for ideas.

dotnetdev

36 posts

Geek

#1088873 14-Jul-2014 20:30

I have the same iPhone connection issue with the latest firmware. Every time I just disable and re-enable WiFi to fix it - even though not perfect, this is way better than my previous ADSL modem which drops Internet connection not just WiFi 10+ times a day

Darquel

43 posts

Geek

#1088884 14-Jul-2014 20:54

Currently looking at having them send an older model (A Technicolor compatible with VDSL without a gigabit WAN port) as replacement as I'll be eventually having a VDSL connection (fibre won't come till at least 2 years later).

dotnetdev, how long does this solution (disabling and re-enabling the WiFi) fix the problem for?

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kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1088898 14-Jul-2014 21:14

have you tried a fix channel number or changing it..

is it on wireless G or N.. or A/G/N have you tried changing it as well to see if it happens

I know in the past with various gear jumbo packets caused a drop or crash.. not sure if iphone has settings to
tweak that or not.

I disable my wifi on that brand of router.. instead i connect an older router to one wired port (linksys)
to the other routers lan 1 port and it uses the wireless in that one instead..

cos the other router has better security and range and dual band..

have you another router to try that?

dotnetdev

36 posts

Geek

#1088905 14-Jul-2014 21:30

Darquel: Currently looking at having them send an older model (A Technicolor compatible with VDSL without a gigabit WAN port) as replacement as I'll be eventually having a VDSL connection (fibre won't come till at least 2 years later).

dotnetdev, how long does this solution (disabling and re-enabling the WiFi) fix the problem for?

Luckily I only need to do that once or twice a day. Having said that, I don't use the iPhone 5S that much and the other devices which I use more often (computer, Android etc) rarely have had WiFi issues with the router (only one or two WiFi drops in the last week or so), so there is a chance I may not have noticed the issue all the time.

Darquel

43 posts

Geek

#1088929 14-Jul-2014 22:32

kiwigeek1: have you tried a fix channel number or changing it..

is it on wireless G or N.. or A/G/N have you tried changing it as well to see if it happens

I know in the past with various gear jumbo packets caused a drop or crash.. not sure if iphone has settings to
tweak that or not.

I disable my wifi on that brand of router.. instead i connect an older router to one wired port (linksys)
to the other routers lan 1 port and it uses the wireless in that one instead..

cos the other router has better security and range and dual band..

have you another router to try that?

Wifi channel is set to auto, the various times I went into the gateway I've noticed it on different channels (the other day it was on channel 6 and checking now it's on channel 8).
It is also set on 802.11b/g/n (there's no option to set it to only n unfortunately)

I do have another router (Belkin N600DB), but as I'm currently in the middle of moving it's in storage and not readily accessible. Preferably would like only one device as the lack of power ports may become an issue.

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1088937 14-Jul-2014 22:44

since you have 2 TELECOM routers... you could setup one router for most wifi devices
and wire link to the other router you have and use the wifi on that one
only for apple stuff.. atleast it will separate it.. (2nd one is acting like a switch so disable asdl and other stuff except lan side of things)

of course both will be on different channels.. might have to manual set

but it shouldnt matter..

ideally a long utp cable and place router in another room

like kitchen where microwave is.. as they interfere and that would prevent
devices in kitchen having connection issues as well..

basically what I have done.. but the house has utp in the wall I use
to connect the both routers

you could experiment and see if works until you get the other router unpacked

power board of 6 sockets can solve not enough power sockets in wall :)

I have heaps of them in my room.

Darquel

43 posts

Geek

#1088946 14-Jul-2014 23:21

kiwigeek1: since you have 2 TELECOM routers... you could setup one router for most wifi devices
and wire link to the other router you have and use the wifi on that one
only for apple stuff.. atleast it will separate it.. (2nd one is acting like a switch so disable asdl and other stuff except lan side of things)

of course both will be on different channels.. might have to manual set

but it shouldnt matter..

ideally a long utp cable and place router in another room

like kitchen where microwave is.. as they interfere and that would prevent
devices in kitchen having connection issues as well..

basically what I have done.. but the house has utp in the wall I use
to connect the both routers

you could experiment and see if works until you get the other router unpacked

power board of 6 sockets can solve not enough power sockets in wall :)

I have heaps of them in my room.

I'm returning the HG630b and replacing it for the TG589vn2.

Would I need to purchase a specific cable (e.g. a crossover cable) to connect between the two routers? I might consider setting up another WAP on the other side of the house if the TG589vn2 leaves much to be desired on the wireless performance side.

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1088958 14-Jul-2014 23:31

not sure some routers handle a reg cable or cross over.. auto detects.

Im not sure if my routers patch cable was a cross over now.

easiest is just try it.. if fails then get a cross over or adapter

you can always order both cheaply from HK free shipping using CC or paypal at dx.com

dotnetdev

36 posts

Geek

#1093357 21-Jul-2014 22:51

Darquel, I see your pain now. As mentioned earlier, I don't usually use my iPhone 5S, but just this morning my son used it to watch a video, when the video first started, the iPhone had WiFi, but the WiFi must have dropped during the video replay and the phone must have automatically switched to 3G... At the end of the video I found all my mobile plan data were used up as well as around $100 of credit (for casual data afterwards)... I have to set up a separate WiFi AP for this iPhone now, hope you have had luck dealing with this issue.

Darquel

43 posts

Geek

#1093369 21-Jul-2014 23:32

My condolences in regards to your router problems. Have you contacted Telecom in regards to the HG630b's problems? I think we need to put this on their radar a bit more given it doesn't seem to be an isolated incident...

In my case my iPhone 5 is disconnecting other devices and is the trigger to reconnecting them... never had any issues with 3 other (*slash*, older) wireless routers I've used, very peculiar indeed.

I've since asked Telecom to send an older model to replace the HG630b (It's a technicolor 589vsomething-a-rather, with VDSL2+ which is sitting at the post office because no one was home), doesn't have a gigabit WAN port for fibre, but my area isn't fibre for at least another 5 years so I figured I could upgrade to a better one by then when needed. Hopefully this older model resolves my connectivity issues, if not I'll have that upgrade earlier than expected.

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