Spark UFB 100/20 Random disconections

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Pehesis

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+1 received by user: 7

#191695 12-Feb-2016 18:02

Was wondering if anyone else is having the same problem as me. I on Fiber 100/20 with landline. Has been working fine until almost 2 weeks ago. The problem im having is that im getting disconnected, well i should'nt say disconnected. It seems like the connection between that modem and ONT is down. I can log on to the modem and it show me that PPPoE connection is up and running. I cant bring up any websites, if the do manage to show up it will load really slow like being on dial up again. One instance the kids were watching netflix just fine and at the same time i couldn't bring up any website this lasted for about an hour. During that time i could log in to the modem it shows connection is up as well as activity going in and out of the modem cause of netflix. The problem will usually remain for about an hour and strangely will always go back to normal like clock work ie.. problem starts 3:45 and back up 4:45, sometimes it will last a half hour and that will usually be at the top of the hour. ie.. start 3:00 and end 3:30.

Ive tried power cycling the modem and problem persists

Ive tried power cycling the ONT and usually the problem goes away however not all the time

Ive noticed when im loading a website during the problem or just before chrome will show resolving host on the bottom left hand side of the browser and will always give me an error of

DNS_PROBE_FINISHED_NO_INTERNET, DNS_PROBE_FINISHED_NXDOMAIN, DNS_PROBE_FINISHED_BAD_CONFIG

Ive tried doing tried doing traceroute to spark.co.nz and other sites while having the problem and would usually look like the results below

Tracing route to spark.co.nz [146.171.248.36]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 1826 ms 1532 ms 1364 ms 222.152.45.81
3 * * * Request timed out.
4 * * 2 ms ae8-20.akcr11.global-gateway.net.nz [122.56.116.9]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Ive tried doing a DNS lookup and would always get no response from spark's DNS servers 122.56.237.1 and 210.55.111.1

during normal operation if i do a DNS lookup i would get a response from spark DNS server122.56.237.1 about 4ms and 210.55.111.1 about 20ms

also the traceroute would be about the same cept for a quicker response from 222.152.45.81 as shown above is 1826ms which would go down to about 4ms. Not sure whats going on here.

Any input on this issue would be greatly appreciated.

Thanks

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#1491370 12-Feb-2016 20:45

It may well be that your IP is subject to DDoS attack and their mitigation systems are cutting off your internet access. is it possible you are running a gaming or other such server on your IP that may be a target?

Local peering and cached content (Google, Netflix, Youtube etc.) may not affected so it will appear as if you still have limited connectivity to some sites.

davidcole

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#1491391 12-Feb-2016 21:10

Is your modem/router rebooting? Mine does (tp link wr1043nd running gargoyle). No idea why...but I notice it des take about 5 mins to reestablish the wan connection. Something else to check. .

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DarkShadow

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#1491555 13-Feb-2016 12:07

Pehesis: It seems like the connection between that modem and ONT is down.

davidcole: Is your modem/router rebooting?

These are not your problems. If these were the case, your whole connection would've gone down. Your PPP would've been down, and you wouldn't be able to watch Netflix, or to ping anything outside your network.

Pehesis

38 posts

Geek
+1 received by user: 7

#1491560 13-Feb-2016 12:37

yitz: It may well be that your IP is subject to DDoS attack and their mitigation systems are cutting off your internet access. is it possible you are running a gaming or other such server on your IP that may be a target? Local peering and cached content (Google, Netflix, Youtube etc.) may not affected so it will appear as if you still have limited connectivity to some sites.

I thought that too however i dont see any abnormal behavior in my logs. I had something like this happen about a year ago when i first got hooked up on fiber with a static ip and i was getting 5000 - 7000 dropped connection a day to my router from a company in wellington, i cant remember what port it was i just assumed that spark was recycling IP address to soon. I contacted the company and they tracked down the rouge pc/server and blocked it on there end. Even though i was bombarded with 7000 atttempts to connect to my network through my IP it never shutdown my internet connection. I guess i could try to pay more attention to my log files maybe there something alittle less obvious in there.

Thanks

Pehesis

38 posts

Geek
+1 received by user: 7

#1491561 13-Feb-2016 12:40

davidcole: Is your modem/router rebooting? Mine does (tp link wr1043nd running gargoyle). No idea why...but I notice it des take about 5 mins to reestablish the wan connection. Something else to check. .

as far as my modem goes it dont reboot. while im having the problem i can log in to the modem and it show me my PPPoE conection is up and running. Ive tried rebooting the modem while having the problem and it wont fix the problem.

Thanks

Pehesis

38 posts

Geek
+1 received by user: 7

#1491573 13-Feb-2016 12:46

DarkShadow:

Pehesis: It seems like the connection between that modem and ONT is down.

davidcole: Is your modem/router rebooting?

These are not your problems. If these were the case, your whole connection would've gone down. Your PPP would've been down, and you wouldn't be able to watch Netflix, or to ping anything outside your network.

I was thinking that too. I have contacted spark about the situation 6 days ago and haven't received any help or info about whats going on. A tech was supposed to call me yesterday however when i answered the phone he hung up on me. Im waiting right now for a call from tech support hopefully they wont hang up on my this time.

Thanks

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Pehesis

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Geek
+1 received by user: 7

#1491981 14-Feb-2016 11:39

Heres an update from yesterdays conversation with spark tech support. So after going through some of the basic stuff and then being on hold for 10 min the tech came back and said

"Ive consulted my colleagues and came to the conclusion that, There seems to be no MAC addresses, if you know what they are"

And that they were sending out a tech to the Exchange to have a look at it, with the possibility of the tech showing up at my place today.

So i hope that the tech can solve the problem or at the very least find those missing MAC addresses lol.

Thanks

dhstewa

5 posts

Wannabe Geek

#1496217 20-Feb-2016 13:31

I have almost exactly the same symptoms as you. My internet drops out about 4 times a day for up to 3 minutes then comes back itself. Similar response from Spark i.e. "Will get a technician to look into it" but have heard nothing since. My fibre was only installed on 8 Feb. My Traceroute shows:

traceroute to www.spark.co.nz (146.171.248.36), 64 hops max, 72 byte packets

1 192.168.1.254 (192.168.1.254) 0.642 ms 0.490 ms 0.375 ms

2 122-62-240-1.jetstream.xtra.co.nz (122.62.240.1) 4.089 ms 2.777 ms 3.942 ms

3 * * *

4 ae8-20.akcr11.global-gateway.net.nz (122.56.116.9) 5.875 ms 2.987 ms 3.992 ms

5 spark-sdn-ak1-dom.akcr11.global-gateway.net.nz (203.96.65.198) 4.398 ms 3.037 ms 4.012 ms

6 * * *

7 * * *

8 * * *

9 * * *

10 * * *

11 * * *

12 * * *

yitz

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#1496303 20-Feb-2016 15:47

dhstewa:
I have almost exactly the same symptoms as you. My internet drops out about 4 times a day for up to 3 minutes then comes back itself. Similar response from Spark i.e. "Will get a technician to look into it" but have heard nothing since. My fibre was only installed on 8 Feb. My Traceroute shows:

I understand Spark drop/disconnect PPP for customers who are not fully provisioned every 4-6 hours. You might need to give them a call to let them know your UFB services are fully online.

BarTender

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#1496442 21-Feb-2016 00:13

yitz:
dhstewa:
I have almost exactly the same symptoms as you. My internet drops out about 4 times a day for up to 3 minutes then comes back itself. Similar response from Spark i.e. "Will get a technician to look into it" but have heard nothing since. My fibre was only installed on 8 Feb. My Traceroute shows:
I understand Spark drop/disconnect PPP for customers who are not fully provisioned every 4-6 hours. You might need to give them a call to let them know your UFB services are fully online.

It drops every 4 hours on the dot (or 14400 seconds) no matter what access type if it's not fully provisioned. Not every 6 hours.

Pehesis

38 posts

Geek
+1 received by user: 7

#1496454 21-Feb-2016 07:32

BarTender:
yitz:
dhstewa:

I have almost exactly the same symptoms as you. My internet drops out about 4 times a day for up to 3 minutes then comes back itself. Similar response from Spark i.e. "Will get a technician to look into it" but have heard nothing since. My fibre was only installed on 8 Feb. My Traceroute shows:

I understand Spark drop/disconnect PPP for customers who are not fully provisioned every 4-6 hours. You might need to give them a call to let them know your UFB services are fully online.

It drops every 4 hours on the dot (or 14400 seconds) no matter what access type if it's not fully provisioned. Not every 6 hours.

This might sound strange, cause it sure sounds strange to me. What does this mean "Not fully Provisioned", how can an internet connection be "not fully provisioned". Seems like a strange way to run things.

Thanks

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mattyb

254 posts

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#1505450 3-Mar-2016 11:31

I'm getting the same symptoms on my Spark 100/20 fibre connection. Seems to disconnect and then go offline, then back on again. Sometimes it will take forever to load a page like on dialup (same as OP). I've also get DNS_PROBE_FINISHED_BAD_CONFIG errors on Chrome occasionally.

Am following this thread with interest. Is there any info I can gather and post to assist diagnosis and repair?

Upgraded from a pretty solid VDSL connection in January so it's a bit disappointing - I was assuming the Fibre connection would be better.

Thanks

cbrpilot

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Spark NZ

#1505461 3-Mar-2016 12:01

If you have a bouncing Fibre connection, please call us and log a fault.

Fibre should be more stable (as a whole) than xDSL as it is immune to RFI, and other factors which impact copper.

My views are my own, and may not necessarily represent those of my employer.

mattyb

254 posts

Ultimate Geek
+1 received by user: 19

#1522189 29-Mar-2016 13:13

I've finally gotten around to logging a fault about the connection dropouts.. it's at the point where it's pretty annoying now. I've spoken to someone on the online chat through the Spark site, and then followed up with a phone call this morning. I've been advised the following:

00:15:23 John David : Well what I found out is that there's a mismatch with the speed profile provisioned for your Fibre connection. The other tool I have tells me you have 100 mbps while the other one tells me you have 200 mbps.

00:16:09 John David : This concern needs to be handled by our Fibre Resolve team, as they will need to escalate this with the Provisioning department.

I've asked for it to be resolved and they're going to give me an update in 24 hours time. I'm not sure what it all means and asking over the phone they couldn't give me any explanation just that it needed to be fixed. How can an incorrect speed profile cause the dropouts? Can anyone shed any light? My suspicion is that this will be just the first thing to try and there will be other items that need to be tested and fixed.

tdgeek

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#1522192 29-Mar-2016 13:29

Pehesis:

BarTender:
yitz:
dhstewa:

I have almost exactly the same symptoms as you. My internet drops out about 4 times a day for up to 3 minutes then comes back itself. Similar response from Spark i.e. "Will get a technician to look into it" but have heard nothing since. My fibre was only installed on 8 Feb. My Traceroute shows:

I understand Spark drop/disconnect PPP for customers who are not fully provisioned every 4-6 hours. You might need to give them a call to let them know your UFB services are fully online.

It drops every 4 hours on the dot (or 14400 seconds) no matter what access type if it's not fully provisioned. Not every 6 hours.

Hi

This might sound strange, cause it sure sounds strange to me. What does this mean "Not fully Provisioned", how can an internet connection be "not fully provisioned". Seems like a strange way to run things.

Thanks

Seems that you are confusing connected with provisioned. Provisioned means providing your connection with all the matters that are required. Your physical connection is just one of many steps. Profiles, speed, billing are other steps. Then there is the LFC who also has systems running various functions that have to be created and setup (provisoned)

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