Modem drops every 4 hours without fail

Forums › Spark New Zealand (including Skinny and BigPipe) › Modem drops every 4 hours without fail

net888

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#114744 1-Mar-2013 12:42

Modem drops every 4 hours without fail, i have spoken with Telecom that have run some tests and said everything is ok.

I have changed, all filters, all cables and even a brand new router, and yet still disconnects every 4 hours, NOT 3 hours 59 mins or 4 hours 1 min, but 4 hours on the dot.

Very confusing, as i said no one at Telecom could help me ( there cable, there modem ) but thats Telecom.

so even no pcs switched on, no wireless device on, just phone cable in to Modem, that is it and yet every 4 hours disconnects..lol...does this on new modem and old modem too.

not sure what else to try now, very confusing ( its been the same set up for years) only just started doin this a few weeks ago.

any advice please ?
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#772242 1-Mar-2013 12:43

Do you have an alarm or similar that tries to call out every four hours?

freitasm

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#772243 1-Mar-2013 12:43

You probably have a monitored alarm installed. Even if you don't have the service, the box will probably still seize the line on a regular basis.

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trig42

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#772252 1-Mar-2013 12:56

Or mySky?

sbiddle

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#772255 1-Mar-2013 13:00

Alarm is the most obvious thing to look at first. If you have an alarm that is hooked up to the phone line (even if you don't have it monitored) a master filter is a basic requirement.

As for Telecom being responsible there is a very high likelihood of the issue being a wiring related issue. You own the internal wiring within your home, and Chorus own the external wiring.

net888

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Wannabe Geek

#772258 1-Mar-2013 13:06

thanks for all the quick replies.

I dont have any alarm at all in the house

I do have mysky,always have had, but its not connected to the wiring at all.

i hear what you are saying, but wye every 4 hours ??, if it was my wiring in the house, then why every 4 hours..lol..if it was a bad connection or a wire come loose, then it would be every no and then not religiously every 4 hours.

this is why i thought perhaps the modem is getting a new IP every 4 hours or something, but i checked and its the same IP.

what a mystery :-(

RunningMan

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#772290 1-Mar-2013 14:24

What model modem?

Was the second modem the same model, or different?

Does the log say anything useful?

Do phone calls ever drop?

What happens to a normal phone plugged in to the same outlet (with a filter) at the time the modem drops - still get a dial tone?

If it is exactly 4 hours between drops, does the 4 hours start from when the modem is turned on, or is it the exact same times every day, regardless of when the modem is turned on?

What happens to the modem when the connection drops? What lights go on/off?

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net888

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Wannabe Geek

#772319 1-Mar-2013 15:14

hi, thanks
model is a standard thompson modem, we swapped that out for another thompson modem ( technicolour or something its called )
I dont get to see a log ?
cant use a phone in the same outlet as the modem, it always crackles, even with a filter on it.
drops 4 hours after resetting the modem
when connection drops all lights stay on.

its all a bit weird

freitasm

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#772324 1-Mar-2013 15:25

Are you absolutely sure there's no alarm? How long have you been in the house? Have you checked the wiring?

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net888

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#772325 1-Mar-2013 15:27

yup we have lived in house for 2 years now, never had this problem until about 2 weeks ago.
DEF no alarm

RunningMan

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#772328 1-Mar-2013 15:29

If a phone is crackling, there's almost certainly some internal wiring issues to be addressed - it may be that the modem is just giving up trying to establish a solid connection every four hours and resetting.

What are your modem line stats?

Are you able to connect your modem directly at the demarc where the line enters your building?

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#772330 1-Mar-2013 15:29

freitasm: Are you absolutely sure there's no alarm? How long have you been in the house? Have you checked the wiring?

+1 don't assume anything, have someone come and check the wiring

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RunningMan

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#772332 1-Mar-2013 15:29

Also, backtracking, have you performed an isolation test?

And have a read of this

http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=27834

plambrechtsen

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#772563 2-Mar-2013 09:03

And if you want to email me pl @ telecom.co.nz your home line number I can run a line test, and along with all others probably say you will need a Master Filter installed.

However a consistent drop of every 4 hours does very much sound like a home alarm or some other automated system is in the way.

If you use your home line to call some one in that 4 hour window, does the voice call also drop / get extra static / something unusual during that time?

plambrechtsen

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#774164 4-Mar-2013 10:33

Well, there was some interesting information you included in your DM to me that you didn't post pubilcally, especially around the fact you are rural, and about 3km from the exchange.

If you are getting static perhaps your line is too close to an electric fence, and the fact you are getting static doesn't bode well either.

This was taken from a 24 hour test against your line, yes it does show the 4 hour drop out, plus it shows it didn't drop out overnight.

I'm still firmly tending towards a house alarm or something in the way causing the issue.

But a master filter would be very helpful for you too.

How to read the above graph, green = good (fast), blue = bad (slow).. Since you have lots of blue in the upper ranges this is why you only get 3mb speed. Plus it's not helped being 3km from the cabinet.

I would get Chorus out to check the line all the way back to the exchange, but I don't have access into the backend CRM system to see what has already been done. I'm going to ask around and see what the story is with what has already been tried on your line.

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#774167 4-Mar-2013 10:35

plambrechtsen: Well, there was some interesting information you included in your DM to me that you didn't post pubilcally, especially around the fact you are rural, and about 3km from the exchange.

Ah... The missing information post. The crystal ball is broken, people don't tell the whole story, no way to help much, etc, etc.

plambrechtsen: This was taken from a 24 hour test against your line, yes it does show the 4 hour drop out, plus it shows it didn't drop out overnight.

Interesting that it didn't drop during the night.

Being rural, would you have a Sky satellite recorder in the house connected to the line?

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