[TelstraClear] Paradise Cable disconnection issues ..

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ReaperZ

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Topic # 13479 12-May-2007 13:12

ugh.. i had this exact problem at the start of the year, it took them 6-7 weeks to figure out

my cable modem is dropping 20+ times a day

random disconnections, there seems to be no pattern to it, sometimes im online for an hour, sometimes 5 minutes

its been occuring since thursday - i have sent multiple emails to TCL, to no avail

have tried to call their helpdesk thursday, friday, and now today

currently been waiting for 1hour 17 minutes .. i gave up after an hour and a half (90 minutes) the previous two days ..

this is absolutely DISGUSTING !!!!! im totally appaulsed

any ideas where to go from here ? ,, i cant even get hold of TCL - at all!!!!!!

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Reply # 70477 12-May-2007 13:16

I'm having a similar issue, but I still have not narrow it down to its source. I will basically lose my connection on my network several times a day, and the only way to fix this is to reboot my wireless router BUT there is no drop in wireless connection over the network, only between the router and the cable modem. I'm currently running on Ethernet to see if the issue is the Internet connection or not.

ReaperZ

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Reply # 70478 12-May-2007 13:18

where abouts are you based? .. this is happening to me in Upper Hutt - Wellington

last time they told me it was my line, then my pc, then my modem etc etc .. turned out to be their NODE which they apparently already had the replacement parts on order

i was also told i was the only one being affected .. funnily enough everyone on the node was affected

James Bond

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Reply # 70479 12-May-2007 13:19

ReaperZ: where abouts are you based? .. this is happening to me in Upper Hutt - Wellington

last time they told me it was my line, then my pc, then my modem etc etc .. turned out to be their NODE which they apparently already had the replacement parts on order

i was also told i was the only one being affected .. funnily enough everyone on the node was affected

I'm in Christchurch, its been happening for the past few months.

ReaperZ

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Reply # 70480 12-May-2007 13:21

have just gotten through to a TCL rep - will advise of their outcome - funnily enough the connection dropped when he pinged it .. LOL

ReaperZ

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Reply # 70481 12-May-2007 13:32

have just gotten off the phone - they are sending a tech round on tuesday to replace the modem

my thoughts that this will fix the problem .. 0% LOL

Nety

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Reply # 70483 12-May-2007 13:59

ReaperZ what kind of router are you using? If it is a Linksys WRT54G then it may well be that.

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sbiddle

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Reply # 70486 12-May-2007 16:04

I purchased a Belkin F5D7230 router for a friend a few months ago and that's suffering from continual lockups. LAN works OK it's just that you can't ping any internet connections. A reboot fixes the problem.

TCL had huge problems towards the end of 2005 and early 2006 with excessive ARP traffic on their network causing many "cheap" routers with minimal RAM to continually lockup. I wonder whether similair issues are occuring again now?

ReaperZ

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Reply # 70498 12-May-2007 17:49

Nety: ReaperZ what kind of router are you using? If it is a Linksys WRT54G then it may well be that.

im using a Belkin router

what makes u think my router would cause the modem to physicially reset ?..

it does it even when my PC isnt turned on, or the router .. the modem just reboots itself

- im HOPING this isnt going to take TCL 2 months to fix like it did last time .. first thing i said to the tcl rep was 'this issue has already happened once this year, i already have all the documentation on hard copy sitting in my drawer which was ready for legal action last time this occured as its not really sticking with the contract that i have signed with TCL to provide a service'

if this problem occurs for more than 1 month ill take legal action - actually i kind of hope it does ! simply for that reason

Nety

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Reply # 70499 12-May-2007 18:07

opps miss quoted the post. I was referring to the post from James Bond. So James what router are you using? Although from what sbiddle is saying it may not just be Linksys routers.

sbiddle the ram idea would seem to fit. To give you a bit of background I have a v1.1 WRT54G. I thought I had bricked this a couple of months ago so brought a replacement. The 1.1 had never had any issues however the replacement was 7.0 and had the problem that you describe. After doing some digging I found that Linksys have be removing more and more ram from the WRT54G to try and stop the Linux crowd from making them into routers comparable to their much more expensive routers. I exchanged it and got a 5.0. Still same issue. I then had another go at un-bricking my old 1.1 and much to my joy managed to

It has been working perfectly since.

James Bond

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Reply # 70516 12-May-2007 19:25

Nety: opps miss quoted the post. I was referring to the post from James Bond. So James what router are you using? Although from what sbiddle is saying it may not just be Linksys routers.

sbiddle the ram idea would seem to fit. To give you a bit of background I have a v1.1 WRT54G. I thought I had bricked this a couple of months ago so brought a replacement. The 1.1 had never had any issues however the replacement was 7.0 and had the problem that you describe. After doing some digging I found that Linksys have be removing more and more ram from the WRT54G to try and stop the Linux crowd from making them into routers comparable to their much more expensive routers. I exchanged it and got a 5.0. Still same issue. I then had another go at un-bricking my old 1.1 and much to my joy managed to

It has been working perfectly since.

http://catalog.belkin.com/IWCatProductPage.process?Product_Id=184316

lchiu7

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Reply # 70559 13-May-2007 10:06

I had continual problems with a Belkin Dualband A+G router with the locking up etc. Naturally thought it was a router problem and had Belkin replace it twice to no avail. Since they are in Auckland they could never reproduce the environment I have which is of course cable modem connectivity. In the end they said they could do no more and I also gave up and replaced the router with a D-Link DI-784 A+G router. After that I have had no problems at all.

So the theory that the TCL cable modem infrastructure (packets etc.) might have coexistence problems with certain types of router might make sense

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sbiddle

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Reply # 70562 13-May-2007 10:59

I wonder if we can get some sort of official comment from TCL? The loss of connectivity isn't a network outage or a fault with the router which starts to narrow down the issue to a similair problem as last time with excessive ARP traffic flooding cheap routers.

The WRT54g is also unaffected by the issue - at least if it's an older unit running 3rd party firmware or is one of the V1-V4 units with Linksys firmware. The newer units which have far less ram, a different processor and horrible firmware may be affected.

kingjj

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Reply # 70585 13-May-2007 18:30

sbiddle, thank you for your post in regards to the ram issue, that makes complete sense for my problems as well! Back to topic.

ReaperZ

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Reply # 70673 14-May-2007 17:09

im not looking forward to waiting an hour on hold tomorrow to tell TCL the replaced modem doesnt work .. im betting $100 the modem doesnt fix the problem

ReaperZ

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Reply # 70759 15-May-2007 12:23

suprise suprise

i told TCL their techo had to be here and left by 11:30am - as thats when i have to leave for work

and the time is now .. 12:19pm

they told me i would get a phonecall 30mins prior to the technician coming - so did not leave the house this morning

i tried to contact TCL to find out where their technician is 'we are experiencing high call volumes blah blah .. 35+ minute wait'

this is pointless .. why even bother

might have to look at an alternative to TCL cable - the service is usually great BUT THEIR SUPPORT IS $%&*(&%(*$&% to say the least

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