[TelstraClear] Surfboard modem crashing

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mikerussellnz

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#114125 9-Feb-2013 14:12

Hi

I have been having issues with my internet not working about once a week. I can access my router fine and a traceroute shows my router but no further.

The surfboard modem pages shows everything as fine along with the lights on the front. The signal strength etc are the same as normal.

I have tried rebooting my router but that does not solve it.

The only way I can solve it is unplug the power from the surfboard modem and plug it back in. Things then work when it reconnects.

Because a lot of the log in the modem is dated 1970 (since it doesn't seem to pick up the date time till it is connected) The only message I can see that may be related is:

Started Unicast Maintenance Ranging - No Response received - T3 time-out

Anybody else have issues with the modem crashing? This just started happening about a month ago.

freitasm

BDFL - Memuneh
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#758699 9-Feb-2013 14:57

Have you tried plugging your PC directly to the modem, bypassing routers and switches? Remember if you plug directly you need to configure your IP address/DNS on the ethernet adapter.

If it still fails, then perhaps it's time to ask TelstraClear for a replacement.

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TelstraClear

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TelstraClear

#759396 11-Feb-2013 11:52

Hi Mike,

If you log a fault one of the team can run some diagnostics and try and get to the bottom of this for you.

0508 888 800

Cheers, Gary

mikerussellnz

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#768430 24-Feb-2013 10:56

Hi, I had been waiting for this to happen again so I could do some more testing.

This just happened again this morning. So,

I rebooted my router, still no internet.

I connected my computer directly to the modem and set the static IP settings, still no internet.

I disconnected the coax from the modem, it sat there happy with onine, send and recieve lights on for 20 seconds or so, then all lights went out and the power started flashing (like it had rebooted).

Connected the coax again, it connected and everything was working from my laptop.

Reconnected it to the router and all was fine.

I can call the help desk but obviously since it is something that only happens once every few weeks, are they likely to replace the modem?

Actually, any TelstraClear techs here, this was in the modem log. Perhaps it is dropouts on my cable, rather than the modem? 9:15am was definitely when when things went down.

2013-02-24 09:15:22
4-Error
C403.0
DCC-ACK rejected unknown transaction ID
2013-02-24 09:15:22
4-Error
C401.0
DCC-ACK not received

TelstraClear

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#768745 25-Feb-2013 10:02

Hi Mike. You need to log this as a fault so a ticket can be raised and a technician can investigate. You can either call our 0508 number or start the process by going to Customer Zone and choosing 'Ask a Question'. (If you log in, you will have access to your past correspondence with us).

Cheers, Gary