Spark Fiber Internet Drops Frequently

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Fiber Internet Drops Frequently

ajith339

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#223165 16-Sep-2017 09:03

Hi all,
I am on Spark fiber and my internet drops very frequently for 30 seconds to 2 minutes. This happens every 1 hour or so. I am using Technicolor TG587 modem. Modem uptime is steady.
When reported to Spark, they asked me to change modem and see if it happens again.Thought I would post here and see if anyone had similar issues which got fixed.

Has anyone experienced same/similar issues and what was the solution?
Any helpful answers are appreciated.

Thanks in advance!!!

hio77

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#1867201 16-Sep-2017 09:31

TG587 is not normally our recommended modem.

This sounds much like wifi dropouts however..

Please pass me your case number and i'll see what i can do from this end for you.

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

Behodar

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#1867209 16-Sep-2017 09:44

Do you get anything "strange" on the ONT, such as the Optical light turning off? And as alluded to above, are you on Wi-Fi or Ethernet?

ajith339

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#1867227 16-Sep-2017 10:56

hio77:

TG587 is not normally our recommended modem.

This sounds much like wifi dropouts however..

Please pass me your case number and i'll see what i can do from this end for you.

Thanks for your quick reply :)

TG587 was supplied by Spark when i took my connection at first.

This dropouts happens on my Wired network as well. since this morning, i had 4 drops. Drops lasted for 30 secs.

Will update you with my case number on Monday as i noted it down on my work desk.

Thank you.

ajith339

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#1867228 16-Sep-2017 10:57

Behodar:

Do you get anything "strange" on the ONT, such as the Optical light turning off? And as alluded to above, are you on Wi-Fi or Ethernet?

Nothing like that noticed on ONT.

i have both Wi-Fi and Ethernet. Drops happens on both.

Thank You.

Jase2985

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#1867229 16-Sep-2017 11:06

could you connect your computer the the ont directly, using PPPoE and see if it happens then? or do you have a different router you can try? this will rule out the router as the issue.

ajith339

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#1867230 16-Sep-2017 11:10

hio77:

TG587 is not normally our recommended modem.

This sounds much like wifi dropouts however..

Please pass me your case number and i'll see what i can do from this end for you.

Hi, 231429280593 is my Spark case number which i just retrieved through their Chat.

Thank you.

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ajith339

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#1867231 16-Sep-2017 11:14

Jase2985:

could you connect your computer the the ont directly, using PPPoE and see if it happens then? or do you have a different router you can try? this will rule out the router as the issue.

I can connect a laptop to ONT.

How does this work ? just plug in the Ethernet cable ?

Since this is intermittent, monitoring will be a pain. Do you know any tool which i can run to monitor internet ?

I have requested Spark to lend me a modem.

Thanks for your reply.

Jase2985

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#1867234 16-Sep-2017 11:20

google PPPoE connection using windows (insert version here) remember to add VLAN 10 tagging.

you could set up smoke ping or multiping to ping a few IP addresses and they will be able to tell you when you drop the connection.

surely if its dropping the log file will be able to tell you that the router has dropped the connection for x reason.

yes its a bit of mucking round but it will help identify where in the network the issue is.

nitrotech

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#1867236 16-Sep-2017 11:31

Sounds like the windows 10 Technicolor bug for these spark routers - would suggest that you replace the router but in the interim put google's DNS servers into your lan connection and you'll be fine until you get your replacement router.

hio77

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#1867239 16-Sep-2017 11:41

ajith339:

Hi, 231429280593 is my Spark case number which i just retrieved through their Chat.

Thank you.

Looks like you already have a HG659b on the way out for this.

Definitely disconnections are at the Internal network, and certainly does sound like the DHCP issues.

Wait for that modem to come out and see how it goes (Won't be shipped till monday morning unfortunately since order was created after hours for shipping center)

#include <std_disclaimer>

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

ajith339

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#1867246 16-Sep-2017 11:58

hio77:

ajith339:

Hi, 231429280593 is my Spark case number which i just retrieved through their Chat.

Thank you.

Looks like you already have a HG659b on the way out for this.

Definitely disconnections are at the Internal network, and certainly does sound like the DHCP issues.

Wait for that modem to come out and see how it goes (Won't be shipped till monday morning unfortunately since order was created after hours for shipping center)

Awesome :)

Thanks. Will see if new modem can fix this issue :)