Internet Connection Dropping Out Every 2 Hours - Constantly Having To Reset ONT

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MattJ24

8 posts

Wannabe Geek

#210484 29-Mar-2017 13:19

Hello,

I recently had a new ONT installed by Chorus, as the previous one had a faulty Ethernet port (GE1).

Ever since the new ONT was installed, the internet connection drops every 2 hours on the dot. Lights that are illuminated after connection is lost are power and optical (both green).

The only way to restore connection is by resetting the ONT.

Things I have tried before resetting the ONT.

1) Resetting the router (without resetting the ONT)

2) Changing the Ethernet cable multiple times.

3) Waiting to see if ONT will re-establish a connection.

I have called Vodafone, they believe the issue is with the modem not the ONT and are sending me a new one.

Doing some google research, I have come across another article similar to mine but with no resolution posted. (I am new so cannot post any links)

Has anyone come across this issue before?

Any advice would be greatly appreciated.

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1647 posts

Uber Geek

#1750119 29-Mar-2017 13:28

By "reset", you mean "turn off and on" right? Not using the "reset button"?

MattJ24

8 posts

Wannabe Geek

#1750123 29-Mar-2017 13:29

Sorry, yes by reset i mean turn off the power for 1 min then turn back on

DonGould

3892 posts

Uber Geek

#1750141 29-Mar-2017 14:05

Is it 2 hours on the dot? DHCP refresh issue from your provider?

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sbiddle

30853 posts

Uber Geek

Retired Mod

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Lifetime subscriber

#1750148 29-Mar-2017 14:19

The ONT is just a layer 2 bridge. While nothing is impossible the odds of the ONT being the issue are incredibly small (ie pretty much zero).

DarkShadow

1647 posts

Uber Geek

#1750150 29-Mar-2017 14:21

So what you're saying is that the LAN1 light turns off every 2 hours?

When it turns off, can you try plugging another device into the GE1 port, such as a computer?

antoniosk

2358 posts

Uber Geek

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Lifetime subscriber

#1750154 29-Mar-2017 14:25

sbiddle:

The ONT is just a layer 2 bridge. While nothing is impossible the odds of the ONT being the issue are incredibly small (ie pretty much zero).

OP has said the lights on ONT are the one's winking on and off.... dodgy ONT ? It's just kit...

________

Antoniosk

MattJ24

8 posts

Wannabe Geek

#1750200 29-Mar-2017 15:28

DonGould:

Is it 2 hours on the dot? DHCP refresh issue from your provider?

Hi, Yes it is every 2 hours on the dot.

Usually when I have an internet connection the power and optical light illuminate green and LAN1 is orange. When the connection drops out the LAN1 light is off.

Power cycling the router and plugging it back into the ONT resolves nothing, only restarting the ONT fixes the issue.

This is a brand new ONT installed by Chorus 2 days ago.

When I am home, I will plug in my computer into the GE1 port.

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MattJ24

8 posts

Wannabe Geek

#1750294 29-Mar-2017 17:16

DarkShadow:

So what you're saying is that the LAN1 light turns off every 2 hours?

When it turns off, can you try plugging another device into the GE1 port, such as a computer?

I am home now, I have tried to plug in my computer to the GE1 port on the ONT, LAN1 light does not illuminate.

DonGould

3892 posts

Uber Geek

#1750301 29-Mar-2017 17:30

Ok that won't be DHCP. The router is dropping the link and it's not coming back up. Yes, you're quite right, put something else on the port and see if it stays standing up. Don't just power cycle the router or ONT, that just proves nothing useful.

Get another router if you can, that will prove it out of the router and back towards your provider and the ONT.

HTH, seems like you're heading in the right direction! :)

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DarkShadow

1647 posts

Uber Geek

#1750316 29-Mar-2017 18:02

MattJ24:

DarkShadow:

So what you're saying is that the LAN1 light turns off every 2 hours?

When it turns off, can you try plugging another device into the GE1 port, such as a computer?

I am home now, I have tried to plug in my computer to the GE1 port on the ONT, LAN1 light does not illuminate.

OK either this ONT is faulty as well, or your fibre connection is getting deprovisioned every 2 hours. Either way, it points to something on the Chorus network, get Vodafone to log another fault.

MattJ24

8 posts

Wannabe Geek

#1750328 29-Mar-2017 18:28

DarkShadow:

MattJ24:

DarkShadow:

So what you're saying is that the LAN1 light turns off every 2 hours?

When it turns off, can you try plugging another device into the GE1 port, such as a computer?

I am home now, I have tried to plug in my computer to the GE1 port on the ONT, LAN1 light does not illuminate.

OK either this ONT is faulty as well, or your fibre connection is getting deprovisioned every 2 hours. Either way, it points to something on the Chorus network, get Vodafone to log another fault.

Vodafone thinks its an issue with the modem so they are sending me a replacement. Once that arrives and i still lose connection Ill call them again. I guarantee they will do nothing until another modem is tested.

Pardon my ignorance, what is deprovisioning? Is that handled by Vodafone or Chorus?

DarkShadow

1647 posts

Uber Geek

#1750331 29-Mar-2017 18:42

MattJ24:

Pardon my ignorance, what is deprovisioning? Is that handled by Vodafone or Chorus?

"The LAN port on the ONT is getting switched off."

That would be a Chorus problem (but you'd still need to contact Vodafone).

MattJ24

8 posts

Wannabe Geek

#1750800 30-Mar-2017 17:40

DarkShadow:

MattJ24:

Pardon my ignorance, what is deprovisioning? Is that handled by Vodafone or Chorus?

"The LAN port on the ONT is getting switched off."

That would be a Chorus problem (but you'd still need to contact Vodafone).

Thanks for the help,

Bit of an update, the new modem arrived today. I plugged, it in while the LAN port was off, surprise surprise no change.

I called up Vodafone, interestingly they said that they could not even see the ONT go offline when i cycled the power, even when Chorus was around swapping out the old ONT!

I await Vodafone to call back after chorus run some checks.

The plot thickens :)

myndlyz

472 posts

Ultimate Geek

#1750822 30-Mar-2017 18:38

MattJ24:

DarkShadow:

MattJ24:

Pardon my ignorance, what is deprovisioning? Is that handled by Vodafone or Chorus?

"The LAN port on the ONT is getting switched off."

That would be a Chorus problem (but you'd still need to contact Vodafone).

Thanks for the help,

Bit of an update, the new modem arrived today. I plugged, it in while the LAN port was off, surprise surprise no change.

I called up Vodafone, interestingly they said that they could not even see the ONT go offline when i cycled the power, even when Chorus was around swapping out the old ONT!

I await Vodafone to call back after chorus run some checks.

The plot thickens :)

sounds like you spoke to someone who doesn't know what they are doing (which is a bit concerning)

they have a tool that shows the status of the ont, it's updated every hour

DarkShadow

1647 posts

Uber Geek

#1750841 30-Mar-2017 19:07

myndlyz:

MattJ24:

DarkShadow:

MattJ24:

Pardon my ignorance, what is deprovisioning? Is that handled by Vodafone or Chorus?

"The LAN port on the ONT is getting switched off."

That would be a Chorus problem (but you'd still need to contact Vodafone).

Thanks for the help,

Bit of an update, the new modem arrived today. I plugged, it in while the LAN port was off, surprise surprise no change.

I called up Vodafone, interestingly they said that they could not even see the ONT go offline when i cycled the power, even when Chorus was around swapping out the old ONT!

I await Vodafone to call back after chorus run some checks.

The plot thickens :)

sounds like you spoke to someone who doesn't know what they are doing (which is a bit concerning)

they have a tool that shows the status of the ont, it's updated every hour

The tool only pings the ONT once an hour though. If they swap the ONT in the time period between two pings, then it's entirely possible for it to stay green?

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