Spark Smart Modem 2 constantly rebooting

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dbuckley

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#295566 6-Apr-2022 19:20

Hi; I have a Smart Modem 2, on wireless broadband, and it keeps rebooting. This is today:

6/04/2022 0:29

6/04/2022 5:04

6/04/2022 12:41

6/04/2022 18:04

Or today so far :)

This is a new service to me, and the constant reboots with the attendant service loss make this a nightmare. A couple of years ago I had Skinny wireless broadband, and it was rock solid.

I spoke to Spark support, and after a difficult conversation they had me hard reset the modem (button on back), but it hasn't improved matters.

Is this normal? I noted in a post I found that if there is a service interruption every four hours than there is likely a provisioning error, with an "anonymous profile", but this is not a on a four hour clock.

Any suggestions?

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TEAMnetwork

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#2897792 6-Apr-2022 19:31

pinging @cbrpilot

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RunningMan

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#2897802 6-Apr-2022 19:47

The anon profile / 4 hour diconnect is for mis-provisioned UFB, not wireless, so ignore that.

gzt

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#2897809 6-Apr-2022 20:18

dbuckley: Any suggestions?

Call them back. They will probably replace the modem in the next step.

Talkiet

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#2897868 6-Apr-2022 23:05

Check you are using the right PSU... The specs are on the bottom of the unit (12V 3A I think). I know of people that upgraded and kept using their existing PSU which was underpowered and I have heard of that causing instability.

Cheers - N

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dbuckley

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#2897992 7-Apr-2022 11:19

Hi, thanks, will call Spark today.

I am using the power supply that came with the router.

outdoorsnz

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#2897994 7-Apr-2022 11:26

Talkiet:

Check you are using the right PSU... The specs are on the bottom of the unit (12V 3A I think). I know of people that upgraded and kept using their existing PSU which was underpowered and I have heard of that causing instability.

Cheers - N

And check that the power connection is not a loose fitting...

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catspyjamas

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#2898104 7-Apr-2022 13:44

I've been using the SSM2 for 4G connection for about 2 weeks & it's been rock solid. Just checked my modem stats & it confirms uptime of 15 days & 11hrs. Perhaps it's a faulty modem? There was a similar report here: Smart Modem 2 - Performance (geekzone.co.nz)

I used to be on Skinny 4G for a while too. The B618 was also excellent, but would have a momentary drop out every 24hrs, which I was told was normal & network initiated. This would either occur 24hrs after the last time the modem was switched on, or, if left on, would be around 4am-ish. Nothing like you're describing.

dbuckley

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#2898541 8-Apr-2022 11:54

Update: Modem is being replaced.

dbuckley

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#2902473 14-Apr-2022 18:29

New modem is here, and installed. And....

14/04/2022 0:50
14/04/2022 7:10
14/04/2022 14:30

Yes, I'm still suffering from constant reboots.

Back to Spark support I guess. Either there is something wrong with my account configuration, or the service is so fundamentally flawed as to be verging on useless.

Zeusssy

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#2902477 14-Apr-2022 18:43

Neither of those reasons should cause the device itself to reboot, I take it you're seeing the device uptime reset each time?
The likelihood of a faulty modem is never 0, but is quite small, two different ones, doing the same thing, I would start wondering about the feeding power supply wavering.
Silly question, but did you swap over to the new power supply that come with the replacement router?

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dbuckley

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#2902482 14-Apr-2022 19:19

Reboot time is based on the number in the System Status page. When my Internet stops working, I look at that page.

Yes, swapped over the PSU, only thing not swapped was the SIM, which was moved from the old to the new. The PSU is powered from a UPS, the same UPS that is running the computer.

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liquidcore

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#2902485 14-Apr-2022 19:35

Have you tried plugging it into just a normal electrical socket without the UPS?

RunningMan

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#2902486 14-Apr-2022 19:49

dbuckley:

Reboot time is based on the number in the System Status page. When my Internet stops working, I look at that page.

What exactly is that number? Uptime?

dbuckley

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#2902490 14-Apr-2022 21:11

Yes, uptime, see image.

As to have I tried the PSU straight into the wall, no, but I will, nothing to lose :)

Spark now want me to reset the modem again. Sigh :(

RunningMan

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#2902494 14-Apr-2022 21:26

It's pretty uncommon but it's possible for a local network device to send rogue packets that can crash a router under some circumstances. Is there any particular devices that are always in use when this happens?

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