Spark Smart Modem 2 constantly rebooting

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Smart Modem 2 constantly rebooting

dbuckley

26 posts

Geek

#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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3812 posts

Uber Geek

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Trusted

TEAMnetwork

Subscriber

#2897792 6-Apr-2022 19:31

pinging @cbrpilot

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

RunningMan

8953 posts

Uber Geek

#2897802 6-Apr-2022 19:47

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

gzt

17105 posts

Uber Geek

Lifetime subscriber

#2897809 6-Apr-2022 20:18

dbuckley: Any suggestions?

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

Talkiet

4792 posts

Uber Geek

Trusted

#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

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

dbuckley

26 posts

Geek

#2897992 7-Apr-2022 11:19

Hi, thanks, will call Spark today.

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

outdoorsnz

674 posts

Ultimate Geek

#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...

catspyjamas

188 posts

Master Geek

#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.

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dbuckley

26 posts

Geek

#2898541 8-Apr-2022 11:54

Update: Modem is being replaced.

dbuckley

26 posts

Geek

#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

39 posts

Geek

ID Verified

#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?

dbuckley

26 posts

Geek

#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.

liquidcore

187 posts

Master Geek

ID Verified

#2902485 14-Apr-2022 19:35

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

RunningMan

8953 posts

Uber Geek

#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

26 posts

Geek

#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

8953 posts

Uber Geek

#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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