Spark Launches new Inhome Experience - Spark Smart Modem & Spark Smart Mesh

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Launches new Inhome Experience - Spark Smart Modem & Spark Smart Mesh

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295 posts

Ultimate Geek

#2657614 16-Feb-2021 16:06

mattoktanz:

PJ48:

Today my system ( 1 Smart modem and 2 wired Smart Meshes) have been dropping the connections for multiple devices and not allowing them to reconnect. I can only assume it has something to do with the rollback of the firmware yesterday. My system has been rock solid since the firmware went up to v6.00.16, and this is what it used to do with v6.00.15.

Very frustrating! I have put my old Edgerouter ER-X back into service, and switched off DHCP and NAT on the Smart modem and am just running them as wired APs now. Stability has returned but max speed has dropped slightly as the ER-X cannot quite route gigabit.

May be this is what my current issue is .. devices keep dropping.. its never been that flash but has been better since I added a wired smart mesh to the smart router. I have a ~30 devices.

Really frustrating, I'm starting to consider going Ubiquiti Flex HD which is a decent investment, I'd need 2 units ($360 each) + cloudkey ($130) + PoE switch potentially.

I want to stick with smart mesh but its getting more and more unusable with device drops

Without knowing too much about how these devices work, I am suspicious that the problems emanate from leasing and maintaining IP addresses, as I have always been able to solve the problem by putting a reliable router (in my case an ER-X) between the internet and the Smart Modem/Mesh units, and just running them as APs.

Would be great if someone from Spark can explain why the firmware has been rolled back and what is happening?

grolschie

911 posts

Ultimate Geek

#2657661 16-Feb-2021 16:24

Now that Troy isn't with Spark, I think we're on our own here really. The other Spark dudes don't seem to be as involved.

hio77

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Lizard Networks

#2657666 16-Feb-2021 16:33

grolschie: Now that Troy isn't with Spark, I think we're on our own here really. The other Spark dudes don't seem to be as involved.

🤷‍♂️

it's a shame, I put a heck of a lot of personal time into these devices.

I will say that getting involved in this device was a quite an experience. there is a TON of work behind the scenes that providers do with devices just to get them working exactly as they need to.

In my personal opinion I think the telco functional requirements take a little to heavy presence over actual customer experience.

When I look at other providers, I do see much the same sort of struggles - be it sometimes less impacting to the end user.

I would be shocked if there wasn't some friendly faces watching this thread still. 🙋‍♂️🎇

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

grolschie

911 posts

Ultimate Geek

#2657673 16-Feb-2021 16:52

Thanks, Troy. Fingers crossed that a friendly face makes an appearance. :-)

johny007g

351 posts

Ultimate Geek

#2658467 17-Feb-2021 15:04

Hi think I've got same problem as here, I have the spark smart modem on fiber and Tuesday 2nd Feb. had internet cut off then for 2 hours rebooted router 3 or 4 times and ONT a few times together every time tried to connect devices kept on saying couldn't get ip address and to restart router to try and fix problem saying all
addresses are being used but only have about 10 to 12 devices connected(devices connect after about 5 to 10 mins or if forget network and reenter password). Still getting connection problems and now disconnecting some devices, done so many reboots and resets of router and turning ONT on and off still no solution.
Also should the blue WIFI light flashing on left side be on, as 90% the time it is off as maybe could be router become faulty. Also since this happened speeds so erratic sometimes 40Mbps then 400Mbps previously used to just be 400-500Mbps constantly and never any connection problems.
Rung Spark faults and they told to change channels which have done but still problems connecting couldn't get ip address, reset router and put channels back to auto all. When connected internet is fine and getting speeds ok so no problems with that just concerned router perhaps become faulty.

johny007g

Gordy7

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#2658482 17-Feb-2021 15:31

Just an ordinary user here...

A direct connection from the modem to a computer using wired LAN is always a good starting point to determine internet connection stability and isolate WiFi problems.

It is always useful also to refer to the Spark Smart Modem Use Guide for details on the lights and what they mean.

Here is a thumbnail snip from the guide:

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

johny007g

351 posts

Ultimate Geek

#2658484 17-Feb-2021 15:45

Gordy7:

Just an ordinary user here...

A direct connection from the modem to a computer using wired LAN is always a good starting point to determine internet connection stability and isolate WiFi problems.

It is always useful also to refer to the Spark Smart Modem Use Guide for details on the lights and what they mean.

Here is a thumbnail snip from the guide:

I have no problems with internet connection just from router to devices disconnecting and then not able to reconnect.

That thumbnail does not relate to spark smart modem

link for spark smart modem lights

https://www.spark.co.nz/help/internet/broadband-help/spark-smart-modem-support/modem-lights/

johny007g

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Gordy7

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#2658489 17-Feb-2021 16:07

Here is the Spark Smart Modem Quick Start Guide where I obtained the lights guide:

https://www.spark.co.nz/content/dam/telecomcms/modems/Spark-Smart-Modem-QSG.pdf

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

johny007g

351 posts

Ultimate Geek

#2658537 17-Feb-2021 16:26

Gordy7:

Here is the Spark Smart Modem Quick Start Guide where I obtained the lights guide:

https://www.spark.co.nz/content/dam/telecomcms/modems/Spark-Smart-Modem-QSG.pdf

Yes that is manual I think I recall getting with router, but according to that no blue light means WIFI is off and doesn't make sense as still using WIFI all the time. After rebooting router blue WIFI light comes on flashing and after a while is off so either there is something wrong with router unless light just sleeping?

Thanks for that manual.

johny007g

Gordy7

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#2658542 17-Feb-2021 16:40

johny007g:

Gordy7:

Here is the Spark Smart Modem Quick Start Guide where I obtained the lights guide:

https://www.spark.co.nz/content/dam/telecomcms/modems/Spark-Smart-Modem-QSG.pdf

Yes that is manual I think I recall getting with router, but according to that no blue light means WIFI is off and doesn't make sense as still using WIFI all the time. After rebooting router blue WIFI light comes on flashing and after a while is off so either there is something wrong with router unless light just sleeping?

Thanks for that manual.

There has been some past discussion related to band steering... you could try turning band steering off.

The Blue LED status does not give any info on what is happening with band steering.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

baza1

16 posts

Geek

#2658630 17-Feb-2021 18:11

johny007g:

Hi think I've got same problem as here, I have the spark smart modem on fiber and Tuesday 2nd Feb. had internet cut off then for 2 hours rebooted router 3 or 4 times and ONT a few times together every time tried to connect devices kept on saying couldn't get ip address and to restart router to try and fix problem saying all
addresses are being used but only have about 10 to 12 devices connected(devices connect after about 5 to 10 mins or if forget network and reenter password). Still getting connection problems and now disconnecting some devices, done so many reboots and resets of router and turning ONT on and off still no solution.
Also should the blue WIFI light flashing on left side be on, as 90% the time it is off as maybe could be router become faulty. Also since this happened speeds so erratic sometimes 40Mbps then 400Mbps previously used to just be 400-500Mbps constantly and never any connection problems.
Rung Spark faults and they told to change channels which have done but still problems connecting couldn't get ip address, reset router and put channels back to auto all. When connected internet is fine and getting speeds ok so no problems with that just concerned router perhaps become faulty.

Have seen same issue with the blue flashing light on the side. When its stopped flashing you can just about guarantee that some device has had a problem renewing an IP address. Just in the last hour I have had an ipad lose internet access and not been able to regain it. I have seen these problems since Dec 2019. I stuck with this modem in the hope that software/firmware updates would solve issues but the latest software rollback seems to have made them return. I am close to giving up and really annoyed having invested in mesh units as well. Stability is very important to meet our needs. Its time for Spark to take some serious action like switching to another device or lose customers

Gordy7

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#2658722 17-Feb-2021 20:58

I have been lucky with stable performance of my Spark and Skinny Smart Modems on my Skinny Fibre 900/450.

The WiFi 2.4 and 5 reaches all around by 3 bedroom house. I do not use a mesh setup.

I even had no problem using the Spark Smart Modem on Orcon.

My big issue is we have to accept firmware updates/changes provided automatically.

For us techco types there is no firmware available to download and install yourself.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

johny007g

351 posts

Ultimate Geek

#2658756 17-Feb-2021 22:40

Gordy7:

There has been some past discussion related to band steering... you could try turning band steering off.

The Blue LED status does not give any info on what is happening with band steering.

Just been reading half way through this subject and mixed bag regards band steering but a lot of people complaining about losing connection and trying to reconnect and seems same addressees all full so this has been happening a long time.

I thought nothing to lose so turned off band steering and couldn't get anything working even couldn't connect to laptop to change router setting to turn band steering back on finally got back in on my mobile and changed setting but still no improvement at least able to connect and still says couldn't get IP address as all full.

This router was good but now terrible think I will have to go back to old router HG659 .

johny007g

scobb

32 posts

Geek

#2658758 17-Feb-2021 22:50

At the risk of tempting fate, I’ve been running my 3rd replacement Smart Modem (with V15 firmware) since last Friday and it hasn’t missed a beat, whereas the previous 2 were frequently and randomly restarting or refusing to allocate IP addresses.

The problem for me with the HG659 (and the reason I “upgraded”) is that I believe it supports a maximum of 32 connected devices. I regularly have 35-40 devices connected, and the new modem supports 64.

johny007g

351 posts

Ultimate Geek

#2658897 18-Feb-2021 11:12

scobb: At the risk of tempting fate, I’ve been running my 3rd replacement Smart Modem (with V15 firmware) since last Friday and it hasn’t missed a beat, whereas the previous 2 were frequently and randomly restarting or refusing to allocate IP addresses.

The problem for me with the HG659 (and the reason I “upgraded”) is that I believe it supports a maximum of 32 connected devices. I regularly have 35-40 devices connected, and the new modem supports 64.

I think at this stage will revert back to HG659 and do realize lot less devices can be connected but at least should be more reliable hopefully until spark smart modem gets update, speed possibly bit slower if I recall. I know that at some times have had more than 32 devices so will just have to restrict that and spark smart modem far better with 64 devices on 5g and 56 devices on 2.4g. Also don't know cost of buying new spark smart modem but when talking to faults was advised that I would have to purchase new one and on checking unplan fibre max conditions modem not included in plan since November 2020 so would not buy unless I can find out if router faulty and get replaced under warranty.

johny007g

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