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Topic # 247727 19-Feb-2019 12:23
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Firstly I'm with Bigpipe on 100Mbps Fibre. Fibre was installed under Vodafone last year and we had no problems with the connection (we only left them because they kept stuffing up our bill).

 

So for the last few weeks the internet for all devices connected on wired and wireless networks get disconnected from the internet (still connected to the modem/router though) exactly every 4 hours for exactly 10 seconds before every is reconnected. We have not changed anything on our network (apart from maybe a couple of new devices connected), modem/router settings and cabling is all the same as it was on Vodafone. If I am loading a page in a web browser like Firefox it shows a Network Protocol error:

 

error

 

And Netflix and TVNZ On Demand show errors at the same time. I know the timing of disconnection exact because it shows up in the router logs as these events (IPs left in because it has changed since then):

 

[Time synchronized with NTP server] Monday, Feb 18,2019 11:40:10
[Internet connected] IP address: 122.58.118.229, Monday, Feb 18,2019 11:40:09
[Internet disconnected] Monday, Feb 18,2019 11:39:59
---
[Internet connected] IP address: 122.58.118.229, Monday, Feb 18,2019 07:40:02
[Internet disconnected] Monday, Feb 18,2019 07:39:52
---
[Time synchronized with NTP server] Monday, Feb 18,2019 03:39:55
[Internet connected] IP address: 122.58.118.229, Monday, Feb 18,2019 03:39:55
[Internet disconnected] Monday, Feb 18,2019 03:39:45
---
[Time synchronized with NTP server] Sunday, Feb 17,2019 23:39:48
[Internet connected] IP address: 122.58.118.229, Sunday, Feb 17,2019 23:39:48
[Internet disconnected] Sunday, Feb 17,2019 23:39:37
---
[Time synchronized with NTP server] Sunday, Feb 17,2019 19:39:41
[Internet connected] IP address: 125.239.43.126, Sunday, Feb 17,2019 19:39:41
[Internet disconnected] Sunday, Feb 17,2019 19:39:30
---
[Time synchronized with NTP server] Sunday, Feb 17,2019 15:39:34
[Internet connected] IP address: 125.239.43.126, Sunday, Feb 17,2019 15:39:34
[Internet disconnected] Sunday, Feb 17,2019 15:39:23
--
[Time synchronized with NTP server] Sunday, Feb 17,2019 11:40:32
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is droppe Sunday, Feb 17,2019 11:39:28
[Internet connected] IP address: 222.153.159.198, Sunday, Feb 17,2019 11:39:27
[Internet disconnected] Sunday, Feb 17,2019 11:39:16
---
[Time synchronized with NTP server] Sunday, Feb 17,2019 07:40:01
[Internet connected] IP address: 222.153.155.6, Sunday, Feb 17,2019 07:39:19
[Internet disconnected] Sunday, Feb 17,2019 07:39:09
---
[Time synchronized with NTP server] Sunday, Feb 17,2019 03:39:13
[Internet connected] IP address: 122.58.135.119, Sunday, Feb 17,2019 03:39:12
[Internet disconnected] Sunday, Feb 17,2019 03:39:02
---
[Time synchronized with NTP server] Saturday, Feb 16,2019 23:39:11
[Internet connected] IP address: 122.58.135.119, Saturday, Feb 16,2019 23:39:05
[Internet disconnected] Saturday, Feb 16,2019 23:38:55
---
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is drop Saturday, Feb 16,2019 19:39:01
[Internet connected] IP address: 125.239.40.89, Saturday, Feb 16,2019 19:38:58
[Internet disconnected] Saturday, Feb 16,2019 19:38:48

 

I have contacted Bigpipe and they told me:
"the diagnostic on the Chorus ONT shows a historical timeline which has had zero optical interruptions. A number of things could cause this error, such as the modem losing connectivity to the ONT, or the ONT losing connection to the Chorus network, but this would reflect on our historical line test, and it hasn't. I cannot book a technician for a fibre connection where optical levels are perfect as Chorus will reject the fault. One more thing you can try is replacing the ethernet cable between the ONT and the modem."

 

I don't think it would be the ethernet cable from the ONT as it is a good quality Cat6 cable I only bought last year. I have tried rebooting the modem and updating its firmware to the latest version (as it was on quite an old version) but the dropouts still happen every 4 hours.

 

Because of the exact timing of the dropouts and the changing of public IP most disconnects, is this some kind of IP lease time issue?

 

[Mod Edit: Murph - Moved to BigPipe subforum]


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  Reply # 2183568 19-Feb-2019 12:32
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did you factory reset the firmware on the router in case there's a corrupted setting in there?





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  Reply # 2183570 19-Feb-2019 12:36
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It sounds like an anon profile issue. @BigpipeNZ ?


 
 
 
 


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  Reply # 2183574 19-Feb-2019 12:45
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Sounds like an authentication / provisioning issue. This will cause the connection to reset every 4 hours.


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  Reply # 2183579 19-Feb-2019 12:50
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Raise a fault with Bigpipe. There have been similar threads with this problem on Spark. And Bigpipe are owned by Spark. Definitely a provisioning issue that Bigpipe can easily fix.





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  Reply # 2183668 19-Feb-2019 14:20
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Sorry to hear that Nathan - I'm almost certain I know what this is. I've checked and can't find your name against an account, can you send me the email address and I'll take a look?





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  Reply # 2183672 19-Feb-2019 14:27
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I had this problem a couple of years ago with Spark. It is a provisioning problem at their end.


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  Reply # 2183676 19-Feb-2019 14:35
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stashren:

 

I had this problem a couple of years ago with Spark. It is a provisioning problem at their end.

 

 

It might be. It might also be from the network provider end, a mismatch. Leaving the Spark network to know its a Spark customer, but not which one. Anon


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  Reply # 2183678 19-Feb-2019 14:39
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Aredwood's correct - easy provisioning issue that should now be fixed. I'll have a chat with the person you've been speaking with just to let 'em know how to get that issue resolved.





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  Reply # 2183697 19-Feb-2019 15:21
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As the person who wrote the code to kick anonymous customers off every 4 hours on the Spark network these posts always Spark joy (see what I did there). :)

 

Yes it's working as designed as it is caused by a provisioning mis-alignment and just contact Bigpipe / Spark and they will sort it out.






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  Reply # 2183700 19-Feb-2019 15:24
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There look! someone to throw stones at if it annoys you! :P

 

 

 

in all honestly, while the anon functionality can be kinda annoying, it makes those hard to find issues WAY easier to deal with as it's pretty dead obvious.





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  Reply # 2183707 19-Feb-2019 15:26
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hio77:

 

There look! someone to throw stones at if it annoys you! :P

 

 

 

in all honestly, while the anon functionality can be kinda annoying, it makes those hard to find issues WAY easier to deal with as it's pretty dead obvious.

 

 

Yep

 

Tks BT for your help on that!


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  Reply # 2183767 19-Feb-2019 15:58
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hio77:

 

There look! someone to throw stones at if it annoys you! :P

 

 

 

in all honestly, while the anon functionality can be kinda annoying, it makes those hard to find issues WAY easier to deal with as it's pretty dead obvious.

 

 

Better to cause end-customers a slight bit of pain rather than not giving them service at all was the decision that Dave came up with.

 

It always pleases me it is still doing what it should after my departure.






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  Reply # 2183769 19-Feb-2019 15:59
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BarTender:

 

It always pleases me it is still doing what it should after my departure.

 

 

 

 

Long as it doesn't break and go nuclear like other things you did! :P





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  Reply # 2183955 19-Feb-2019 20:12
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freitasm:

Always blame @BarTender...


I'll own that.





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