Spark router keeps dropping WAN connection over fibre

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PJ48

295 posts

Ultimate Geek

#320035 28-Jun-2025 22:10

Be grateful for any advice.

Over the last few months my wife who works from home has been complaining that Microsoft Teams will periodically freeze, then drop the connection at random times. I thought it was something to do with her work PC, but have finally worked out that it is actually the router dropping the WAN. Everything is over ethernet so no wifi involved. Spark Modem 3 system log reports that the WAN had dropped. This can occur once a day, several times a day, or sometimes we will get lucky and have 2 - 3 days with no dropping. I tried a 3rd party router (Unifi) and exactly the same thing is occurring. I have tried getting the router to connect over DHCP instead of PPPoE, and it still happens.

Unifi reports look like this

Internet connection WAN1 (Spark New Zealand) on port 5 is restored. Jun 24, 2025 at 16:17

Internet connection WAN1 (Spark New Zealand) on port 5 is experiencing packet loss. Jun 24, 2025 at 16:16

Spark reports look like this

Jun 25 11:09:12 Modem 3 user.info arc_link_state: WAN Link Down

Jun 25 11:09:12 Modem 3 daemon.info pppd[25740]: session_disconnect Send a PADT PPPoE:25740

Jun 25 11:09:12 Modem 3 daemon.info pppd[25740]: PPPoE main handle_events got_sig term

Jun 25 11:09:12 Modem 3 daemon.info pppd[25740]: PPPoE main handle_events got_sig usr1

Jun 25 11:09:12 Modem 3 daemon.info pppd[25740]: PPPoE client Exit. 25740

Jun 25 11:09:12 Modem 3 user.info arc_link_state: WAN Link Down Stage2

Jun 25 11:09:15 Modem 3 user.info arc_link_state: WAN Link Down

Spark help have asked me to plug the Chorus ONT (it is an original Model Type 100) into a different power outlet for a few days, as they wonder if it is a faulty power outlet to the ONT. But all my network switches, and the actual router are on the same outlet (4 outlet hard wired power board) and they don't fault.

Could this be a faulty ONT, or is there something else I haven't thought of here?

Thanks

Peter

Goosey

2829 posts

Uber Geek

Subscriber

#3387892 29-Jun-2025 07:36

Could be the actual power supply for the ONT. If it was the power outlet, then you would loose everything else on the same power strip. (What else is on the power strip)?

but ultimately, once spark stop mucking you about with troubleshooting, I’d be hoping they just book the local fibre company to check the connection.

how old is the fibre connection? Is the fibre lead to the ont secure?

if a chorus fibre area, I think you can go on their webpage and find a way to get them to send you a new power supply.

PJ48

295 posts

Ultimate Geek

#3387896 29-Jun-2025 08:27

Goosey:

Could be the actual power supply for the ONT. If it was the power outlet, then you would loose everything else on the same power strip. (What else is on the power strip)?

but ultimately, once spark stop mucking you about with troubleshooting, I’d be hoping they just book the local fibre company to check the connection.

how old is the fibre connection? Is the fibre lead to the ont secure?

if a chorus fibre area, I think you can go on their webpage and find a way to get them to send you a new power supply.

thanks for that. See original post for info on what else is plugged in. Install was done in 2013. The fibre lead seems secure.

muppet

2566 posts

Uber Geek

Trusted

#3387938 29-Jun-2025 12:04

Could be:

Faulty ONT - this could be the ONT itself, or its power supply, the optic in the ONT
Fibre fault - unlikely, but if there's a kink/bad join it's possible light levels are low enough that it's causing errors/drops
Faulty Port/Card on the OLT - Usually would be noticed if other people in the area report similar issues
Fault cable between the ONT and your CPE (router) - Have you replaced the copper cable?

In terms of things there you can check, really only a replacement cable between your CPE and the ONT is all you can do. Everything else will need Spark to liase with Chorus to get investigated/looked at.

PJ48

295 posts

Ultimate Geek

#3388002 29-Jun-2025 14:33

Good thought - I will replace the ethernet cable between ONT and router, and see if that makes a difference.

shk292

2853 posts

Uber Geek

Lifetime subscriber

#3388087 29-Jun-2025 18:25

I randomly get similar disconnections, using a Smart "modem" on Skinny fibre. Sequence of events is normally lost internet connection with WiFi still live, light on modem goes red, and after maybe 60 sec, goes green again and connection is restored. Quite annoying of on a Teams call etc, or if streaming.

Unfortunately my Smart modem consistently refuses to display its system log, so fault finding is difficult (Skinny denies there is a problem, and without the log, it's difficult to argue).

I think I'll need to reconfigure my Deco mesh system to act as the router, so I can take the Smart modem out of the system and see the Deco's system log.