Fixing an internet outage,

Forums › Mercury and NOW › Fixing an internet outage,

Bee

741 posts

Ultimate Geek
+1 received by user: 189

#312432 16-Apr-2024 09:46

We are on Fibre connection with Mercury if thats relevant at all...

For the 3rd or 4th time in a month overnight we lost the internet connection and wake up to a red light on the router.

Turned off the router for about 30 seconds, wait for it all to initialise again and still no internet connection.

In the past, unplugging the ONT does the trick and everything comes back online... (but apparently not reccommended??)

The ONT is on the floor behind the TV, so awkward to get to, so my question is - Is there anything else I can try this time to get internet back on?

Doing your best is much more important than being the best.

freitasm

BDFL - Memuneh
80658 posts

Uber Geek
+1 received by user: 41071

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#3218928 16-Apr-2024 09:49

You should start by testing with a new ethernet cable from the ONT to the router.

If still has problems with a new Ethernet cable, then test with another router - could it be the existing one has a power problem?

If using a different router for a while shows no problem, done.

If you still have the same problem with a different router, it could be something with the ONT itself or somewhere else.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

CYaBro

4708 posts

Uber Geek
+1 received by user: 1182

ID Verified

Trusted

#3219028 16-Apr-2024 10:20

What ONT do you have and what LEDs are showing on there?

Opinions are my own and not the views of my employer.

Bee

741 posts

Ultimate Geek
+1 received by user: 189

#3219032 16-Apr-2024 10:28

We have the model 100 ONT. When the Internet is not working, the second light (Optical) is orange and flashing slowly... The other lights are power and LAN which are fine.

At this stage, Im not too concerned what is causing the outages - I just presumed thats something to do with the Mercury connection?
The Router is about 3 years old, for the first 18 months we were on Slingshot and had zero issues. When we switched to Mercury initially we had a few issues then it was all fine until this month.

I will look to replace the ethernet cable as that does look a bit worn - Can I get Chorus to upgrade the ONT at all?? I cant prove that its faulty but the new ones look much better :)

Interestingly, Chorus website says "

Turning your ONT off and on is unlikely to fix the problem.

and yet, so far it is the only thing that does restore connection every time.

Doing your best is much more important than being the best.

Chills

175 posts

Master Geek
+1 received by user: 99

Subscriber

#3219033 16-Apr-2024 10:28

I’d recommend enquiring with your ISP if it’s an ISP supplied router. If its not, then you may still be able too depending on your ISP.

The ISP can see your connection logs (if its PPPoE) and can also see the ONT history to see if it’s happening from the ONT.

If the red light is on the ONT, then go straight to your ISP.

BMarquis

466 posts

Ultimate Geek
+1 received by user: 581

Trusted

Chorus

Lifetime subscriber

#3219049 16-Apr-2024 11:21

Hi there!

An orange optical LED would be unusual.

I see it is awkward for you, but if you can private message me the serial number from the ONT (It starts with ALCL) I can take a look from the Chorus side.

-Brent

Bee

741 posts

Ultimate Geek
+1 received by user: 189

#3219134 16-Apr-2024 15:48

Just got home now, Still a red light on the router, optical light on ONT, was green and flashing slowly, LAN light is orange.

This time I unplugged the LAN cable and plugged it back in after 10 seconds and internet is connected and everything seems fine again.

Doing your best is much more important than being the best.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

freitasm

BDFL - Memuneh
80658 posts

Uber Geek
+1 received by user: 41071

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#3219135 16-Apr-2024 15:48

Do you have a new cable to test?

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

Bee

741 posts

Ultimate Geek
+1 received by user: 189

#3219136 16-Apr-2024 15:49

I can change the cable yes

Doing your best is much more important than being the best.

nztim

4015 posts

Uber Geek
+1 received by user: 2713

ID Verified

Trusted

TEAMnetwork

Subscriber

#3219140 16-Apr-2024 15:57

Bee:

I can change the cable yes

@BMarquis works for Chorus, DM your ONT serial and he will look, he's offering something faster than going via your RSP

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

freitasm

BDFL - Memuneh
80658 posts

Uber Geek
+1 received by user: 41071

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#3219159 16-Apr-2024 16:02

nztim:

Bee:

I can change the cable yes

@BMarquis works for Chorus, DM your ONT serial and he will look, he's offering something faster than going via your RSP

The OP should PM BMarquis but seeing by just unplugging/plugging the cable fixed it, it could be a fault Ethernet cable - or a faulty ONT.

Either way the OP can do both - test a new cable and PM BMarquis.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

Bee

741 posts

Ultimate Geek
+1 received by user: 189

#3219164 16-Apr-2024 16:07

Done and done. I guess we will see what happens and if and when we get another outage.

Doing your best is much more important than being the best.

Dyson

Shop now for Dyson appliances (affiliate link).

Chills

175 posts

Master Geek
+1 received by user: 99

Subscriber

#3219339 17-Apr-2024 00:20

On your ONT type (100 or 200) Flashing Green Optical is all good, if you see that light go red then that's when you need to go to the ISP - I am wondering what router you have though, I usually only know of red lights on routers (showing internet connection) when it comes to Mesh Systems (Deco, Eero etc) or the mighty ol' FritzBox.

BMarquis

466 posts

Ultimate Geek
+1 received by user: 581

Trusted

Chorus

Lifetime subscriber

#3227625 8-May-2024 09:32

Reviving this from the dead. Sorry, not sorry.
@Bee and I managed to troubleshoot it live this morning, while it was broken.

Looks like another victim of the Asus "Enable VPN + DHCP Connection" setting.Seems this mess can also impact Mercury customers.