Telecom Thomson modems

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tardtasticx

3027 posts

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#62696 12-Jun-2010 22:44

I just wanted to get advice from you guys, I've had 5-6 of these modems now. All of which have been replaced due to either shutting off for minutes on end then turning on randomly, rebooting at random intervals, disconnecting from network resulting in us having to manually reboot in order to connect and some just wont connect at all. What I want to know is, what should I tell Telecom now? I'm starting to think its a problem with our line. Our latest modem and the past 2 ones have been randomly disconnecting from the network and its getting annoying now since the modem is at the other end of the house in the garage and its really annoying at 10pm dragging myself out of my cosey bed and rebooting it. The people at Telecom told us to use our old black Single-PC modem for a couple of days, which we are doing and it's. When I was speaking to the CSR the other day he said that the technician he spoke to said that our line hadn't had any disconnections for weeks, Which is complete and utter garbage. What do I do now? I'm completely out of idea's here.

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#341094 12-Jun-2010 23:51

tardtasticx: I just wanted to get advice from you guys, I've had 5-6 of these modems now. All of which have been replaced due to either shutting off for minutes on end then turning on randomly, rebooting at random intervals, disconnecting from network resulting in us having to manually reboot in order to connect and some just wont connect at all. What I want to know is, what should I tell Telecom now? I'm starting to think its a problem with our line. Our latest modem and the past 2 ones have been randomly disconnecting from the network and its getting annoying now since the modem is at the other end of the house in the garage and its really annoying at 10pm dragging myself out of my cosey bed and rebooting it. The people at Telecom told us to use our old black Single-PC modem for a couple of days, which we are doing and it's. When I was speaking to the CSR the other day he said that the technician he spoke to said that our line hadn't had any disconnections for weeks, Which is complete and utter garbage. What do I do now? I'm completely out of idea's here.

i've had the same experance with these modems, they are not the best in the world, should of stuck with d-link (shock). you could try check the phone jack itself, as you mentioned that it was out in the garage it may have some moisture in it or even change phone jacks completely an see how that works out.

Ragnor

8035 posts

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#341099 13-Jun-2010 01:00

Sounds like a line or environmental problem it's unlikely you'd get 5 faulty routers.

Could be anything from dodgy power fluctuations, to water or heat damage, static, line fault or a fault with the port at the exchange etc.

You'll have to use a scientific approach of removing all the variables one by one as obviously just replacing the modem isn't working.

Can you put a surge protector between the modem and power or even better a UPS? Can you try a different make/model or modem/router?

Anbo

103 posts

Master Geek

#341126 13-Jun-2010 09:53

My modem does EXACTLY the same thing, theyre pretty good modems when theyre working haha, but the disconnects do annoy me, especially when im playing a game online :\

tardtasticx

3027 posts

Uber Geek

#341128 13-Jun-2010 10:03

Ragnor: Sounds like a line or environmental problem it's unlikely you'd get 5 faulty routers.

Could be anything from dodgy power fluctuations, to water or heat damage, static, line fault or a fault with the port at the exchange etc.

You'll have to use a scientific approach of removing all the variables one by one as obviously just replacing the modem isn't working.

Can you put a surge protector between the modem and power or even better a UPS? Can you try a different make/model or modem/router?

Yeh right now we've got the old black Thomson modem plugged in and a Belkin wireless router plugged into that aswel. I'm not sure if it would be a power fluctuation because its running off a 4 port plug, [a desk fan on port 1, a wireless phone on port 2 right now the router on port 3 and modem on 4, but modem used to be on port 4 last time aswel with port 3 empty and the fan is usually turned off anyways]. That multi-plug has a power surge protector on it too where it plugs into the mains.

l43a2: I can't try it on a different phone jack because someone from chorus came around about a year ago and put a filter into the phoneline on the jack that it enters the house (we no longer have to use those splitters because the modem has its own plug in the garage and a separate one for the phone and the modem won't work on any other phone jack in the house too.)

Bachelor of Computing Systems (2015)

tardtasticx

3027 posts

Uber Geek

#341132 13-Jun-2010 10:17

Anbo: My modem does EXACTLY the same thing, theyre pretty good modems when theyre working haha, but the disconnects do annoy me, especially when im playing a game online :\

Thats exactly what we have problems with, my brother will be playing online and this modem is really good for his latency and gives him green bars on COD and I'm usually the one who ends up getting yelled at by him and dad because I can't do anything to stop it disconnecting and since we've used the single pc modem with the belkin router, his NAT has changed to Strict and I've tried changing this in the past but it causes more problems than it solves but long story short he hasn't talked to me properly since I changed the modems around on friday night. Me however, I think its hilarious seeing him scream at the xbox.

Bachelor of Computing Systems (2015)

Anbo

103 posts

Master Geek

#341143 13-Jun-2010 11:08

Im using the 4 port wireless Thomson TG585v7, i get awesome ping and speeds through it, and the port forwarding is very easy, but it just annoys me that it just restarts randomly, doesn't just disconnect, fully reboots. The only other modem i have is the D-Link DSL-502T which id rather not use :/

Anyone have any clue on how to fix these issues?

tardtasticx

3027 posts

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#341152 13-Jun-2010 11:25

Anbo: Im using the 4 port wireless Thomson TG585v7, i get awesome ping and speeds through it, and the port forwarding is very easy, but it just annoys me that it just restarts randomly, doesn't just disconnect, fully reboots. The only other modem i have is the D-Link DSL-502T which id rather not use :/

Anyone have any clue on how to fix these issues?

Everyone I know that has this modem has had it replaced atleast once, all having the problem of disconnecting and what not. At one point (I think when we were on the 4th modem) one telecom CSR said to just keep getting them replaced until we get one that works because he didn't know what else to do. I'll be calling them again tonight because it should be 48 hours then, which should be long enough for them to see that our line is ok and its the modem at fault. I'll keep you posted but I think you guys should call and complain about the modems too, hopefully that might make them see that the modem is not worth $199 and should go back to dlink or something because we never had problems with them asside from the fact it wasnt adsl2 compatable.

Bachelor of Computing Systems (2015)

k1wi

476 posts

Ultimate Geek

#341153 13-Jun-2010 11:45

I've had a couple returned. The last one would lock up frequently (at least once every day, generally more often.)

Thankfully it was still in the warranty period - apparently the warranty only covers the first year of the 2 year 'signed up' period?! Sounds like if it had been in the second year of the contract they would have required us to fork out for a new one? I'm not actually sure how that works when technically it was a gift for signing on for two years...

Anyway, the replacement one is doing quite well, current uptime is 30 days, which is probably since I put it on a UPS.

NonprayingMantis

6434 posts

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#341160 13-Jun-2010 12:14

when it disconnects from the net, can you nopt just log in to the modem's web browser interface and reconnect there instead of doing it manually at the modem itself? That works for me, but it could be a different problem for you.

crazed

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#341161 13-Jun-2010 12:14

From personal experience these modems seem to function well, but are prone to environment affects, such as moisture, heat, cold etc.

We were warned by one of the Chorus Techs who worked on our line here to make sure the modem isn't covered or sitting on anything that generates heat, such as a switch or similar because they will overheat and cause the modem to reset or disconnect.

CraZeD,
Your friendly Southern Geeky Fellow :P

Spyware

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#341162 13-Jun-2010 12:24

tardtasticx:
again tonight because it should be 48 hours then, which should be long enough for them to see that our line is ok and its the modem at fault.

To believe that the CSRs have a test that can necessarily determine if it is either a line or modem fault is totally false. I would be 100% confident that it is a line fault and am totally confused as to why you would think that Thomson would make devices that can't work satisfactorily with Telecom's exchange equipment. The CSRs may also believe that the modem is at fault but this doesn't make it true. As far as I can tell they will come up with any excuse to ensure that Chorus doesn't have to log a job.

P.S. My line would disconnect anywhere from every 5 minutes to every hour for months on end. I was told my line was fine, noise on voice line coincided with disconnections yet I was told that they weren't connected. I was even told that rj11 to BT adapter was at fault. Master splitter was swapped out, technician pulled on line connected to house and he proclaimed this as a good line test and the line was fine, disconnected 5 minutes after he left. I had already determined that the issue followed whatever modem was connected and even upgraded to a Business Plan and 2wire so that they couldn't say it was my equipment. I told them that unless it was fixed within 30 days I would cancel all services. Line pair was eventually swapped and all was OK again.

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tardtasticx

3027 posts

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#341188 13-Jun-2010 12:57

Spyware:
tardtasticx:
again tonight because it should be 48 hours then, which should be long enough for them to see that our line is ok and its the modem at fault.

To believe that the CSRs have a test that can necessarily determine if it is either a line or modem fault is totally false. I would be 100% confident that it is a line fault and am totally confused as to why you would think that Thomson would make devices that can't work satisfactorily with Telecom's exchange equipment. The CSRs may also believe that the modem is at fault but this doesn't make it true. As far as I can tell they will come up with any excuse to ensure that Chorus doesn't have to log a job.

The CSR said they would monitor the line for modem disconnections. Because they said they looked at my line's history thing and saw that it hadn't had any disconnections, and they wanted me to swap the modems to see if the different modem would do it, and so far it hasn't. I'm not to worried about the modem running out of warranty because we're ending our contract as soon as they kick us off bigtime anyway, so we'll just buy our own one when it mess's up and maybe move providers.

So what do you think I should tell Telecom? Because since we only have 1 phone jack that the modem can use, we can't do anything else without removing the filter as far as I know and I'm not going to touch that thing. lol.

Bachelor of Computing Systems (2015)

Spyware

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#341205 13-Jun-2010 13:55

Well, I was also told that there was no history of disconnects on my line. The problem was that I only complained after over 7 months of actually monitoring the fault myself so the CSR couldn't explain this anomaly. The fault had existed for 18 months. I emailed the modem logs every day until action was taken and did attempt to get some sense out of them in regard to what they see at their end but was unsuccessful. I was left with the impression that the CSRs are quite clueless and to not take them seriously, as I said I think the behaviour was deliberate to prevent logging of Chorus job.

Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+. UAP, UAP AC Pro, UAP AC Pro Mesh, Apple TV 4, Apple TV 4K, iPad Air 1, iPhone XR, VodaTV Gen 2. If it doesn't move then it's data cabled.

tardtasticx

3027 posts

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#341266 13-Jun-2010 17:36

Spyware: Well, I was also told that there was no history of disconnects on my line. The problem was that I only complained after over 7 months of actually monitoring the fault myself so the CSR couldn't explain this anomaly. The fault had existed for 18 months. I emailed the modem logs every day until action was taken and did attempt to get some sense out of them in regard to what they see at their end but was unsuccessful. I was left with the impression that the CSRs are quite clueless and to not take them seriously, as I said I think the behaviour was deliberate to prevent logging of Chorus job.

OMG I finally got through to a tier 2 CSR who was from NZ and said he was monitoring the line doing various tests and will call back at 8.30 tonight and said he was sorry about the other people because he saw that they disconnected me twice during a call.

Bachelor of Computing Systems (2015)

nate

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#341468 14-Jun-2010 12:07

tardtasticx: OMG I finally got through to a tier 2 CSR who was from NZ and said he was monitoring the line doing various tests and will call back at 8.30 tonight and said he was sorry about the other people because he saw that they disconnected me twice during a call.

Normally the case - until you get past the first lot of CSR, you'll end up with all the basic questions.

The trick is dropping the right phrases, asking the right questions to get through to the next level.

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