DNS Fails on Futura modem

Forums › Spark New Zealand (including Skinny and BigPipe) › DNS Fails on Futura modem

Zebbie

27 posts

Geek
+1 received by user: 12

#321481 20-Aug-2025 22:16

My neighbors recently moved off copper and onto 4G broadband. They have had frequent loss of service. Rebooting the modem gets it going again. Spark replaced the Futura modem with no improvement.

When it fails there's the 3 green lights on the modem but no internet.THe signal strength is listed as "good" the whole time

I've been trying to help them and found that when it fails if I set DNS on client to 8.8.8.8 that client (ie laptop ) internet access is restored. I can even hardcode it to the Spark nameservers and internet access works.

I guess there's some form of authorisation/access issue between this Futura Modem and the Spark backend but I don't know enough to be sure.

My question is after 3 months of this how can we progress this with Spark

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197 posts

Master Geek
+1 received by user: 34

#3406106 21-Aug-2025 13:06

Having the same issue with my new Futura. This is not the expected, brief network initiated drop that happens every 24hrs on FW internet, this issue is separate to that & happens exactly as you describe where the modem lights are all green but no internet, which is only resolved with a modem reboot (not a connected device reboot). I have resorted to turning my modem off overnight & starting it every morning & it's stable that way, but it adds time to getting online.

Have your neighbours tried using the modem with more than one ethernet connected? This is another area my Futura fails. It'll work with one ethernet at a time, but drops internet connection on all devices after 20-30mins with more than one LAN port in use, & the only way to get internet back is to reboot the modem. If after reboot more than 1 ethernet connection is in use, it'll happen again in around the same timeframe. Again all modem lights green. I have ruled out devices, cables & individual LAN ports as a problem. I have resorted to using just one device connected by ethernet & everything else by wifi.

I have used fixed wireless for years with no such problems on the Huawei B618 & the Spark Smart Modem 2.

I have an an open ticket with Spark which they appear to have abandoned. My old SSM2 still works (it just has a few lightbulbs that don't come on), so I go back to that when I want to use >1 ethernet port or need my modem to maintain a reliable connection for a longer period of time.

Zebbie

27 posts

Geek
+1 received by user: 12

#3406114 21-Aug-2025 13:40

Glad its not just us!

Yesterday I swapped modems , left my 2degrees 4g modem with them and tried to use theirs at my house 100 meters away. It was a nightmare at first with internet dropping out every few minutes. That's how I discovered changing the DNS on my laptops and hone kept access to the internet while other devices on the wifi lost it.

TToday everything seems to be working normally. Not sure if they were fixing something on the tower or ...

Im just monitoring it and trying to convince them to move to Starlink or 2degrees. These are about the only options here in rural Russell.

RunningMan

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#3406204 21-Aug-2025 15:54

Sounds like a firmware update is required.

cbrpilot

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Spark NZ

#3406211 21-Aug-2025 16:42

I have PM'd Zebbie about a fix for this issue.

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

freitasm

BDFL - Memuneh
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#3406213 21-Aug-2025 16:52

@cbrpilot:

I have PM'd Zebbie about a fix for this issue.

Is this something that can be shared? Or at least signal if it involves changes on the CPE settings?

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Zebbie

27 posts

Geek
+1 received by user: 12

#3406221 21-Aug-2025 18:29

Ive replied to the pm above thanks very much and more than happy to share any info as reqired

Also just fyi

A couple of weeks back whlie my neighbours were away they called to say their internet was down again (couldnt see their security cameras) ,

I managed to log in to the router and found it had no WAN IP address , i hit the "renew" button and it got a new WAN IP and internet access was restored. Also sometimes when the Internet was off ( but green lights on) I got no reponse from the modem either wirell or on ethernet cable and had to do the power recycle

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catspyjamas

197 posts

Master Geek
+1 received by user: 34

#3406314 21-Aug-2025 23:16

@Zebbie If you think the info you were PMed might help me (based on my comment above) I'd be grateful if you could share that with me (either here if it's appropriate, or by PM). Thanks. I'd like this modem to function as it should, like my SSM2 & previous wireless modems.

sigod

34 posts

Geek
+1 received by user: 5

#3406319 22-Aug-2025 00:17

I spoke to one of the Spark staff at a store and they said they have had lots of problems with the futura modem, stay away from it until they actually do something about it. Their phone helplines and app are useless, they never escalate problems to the right team without forcing you to jump through hoops and when you ask for a supervisor they say one will call you back and they never do lol. Joke company. The call centre is the Phillipines and the higher level support team is a massive company in India Infosys.

Zebbie

27 posts

Geek
+1 received by user: 12

#3406325 22-Aug-2025 07:04

So far all I've done is give details of the modem, Im guessing it will mean a Firmware upgrade but I will reply here when I know something.

I support 2 other households that also have recently installed these Futura modem. Both are in marginal signal situations (light on the modem flickers yellow/green) and both get reliable service.

cbrpilot

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Spark NZ

#3406330 22-Aug-2025 08:22

freitasm:

@cbrpilot:

I have PM'd Zebbie about a fix for this issue.

Is this something that can be shared? Or at least signal if it involves changes on the CPE settings?

No settings changes will be required. A firmware is being progressively rolled out to all users. We are rolling the firmware to a few customers first before the winder rollout to ensure that it has indeed resolved their issues.

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

Zebbie

27 posts

Geek
+1 received by user: 12

#3406367 22-Aug-2025 10:09

And a big Thank You to all operating and participating in this site. Its a great source of info and assistance.

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RunningMan

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#3406531 22-Aug-2025 17:58

Thanks @cbrpilot. Are you aware if there will be a Skinny branded firmware update as well?

Zebbie

27 posts

Geek
+1 received by user: 12

#3406690 22-Aug-2025 21:48

I can confirm the firmware was updated on the modem today. We now just wait a few days to announce success hopefully.

cbrpilot

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Spark NZ

#3406700 22-Aug-2025 23:33

RunningMan:

Thanks @cbrpilot. Are you aware if there will be a Skinny branded firmware update as well?

I do not know off the top of my head. If the issue is impacting both Spark and Skinny firmware (and I personally don't know if that is the case or not) I cannot imagine a world where they would patch one, but not the other. I will seek to confirm early next week.

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

Zebbie

27 posts

Geek
+1 received by user: 12

#3409071 1-Sep-2025 09:22

Just an update this modem with the new firmware seems very stable, no fails since the upgrade

The system firmware version is 1.00.04 build0120250107

Again a BIG THANK YOU to Mr Freitas and the Spark staff who were very helpful

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