[TelstraClear] Cable modem dropping off network

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Cable modem dropping off network

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#16492 12-Oct-2007 08:59

Is anybody else having issues with their cable modems being dropped off the network (online light just sits there flashing)? This has happened to me twice over the past few days and I've also had quite a few micro outages as well over the past week.

I'm just about to log a job with TCL in regards to this and am just interested to see if it's an issue elsewhere in Lower Hutt. I know it's not just my house as my mum is having the same issues and is connected to the same node. The cable modem platform has been rock solid now for months, I guess it couldn't last forever! :-)

1 | 2 | 3

BDFL - Memuneh
79250 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#90786 12-Oct-2007 09:11

All good here (Johnsonville)...

nutbugs

269 posts

Ultimate Geek

Lifetime subscriber

#90817 12-Oct-2007 11:46

Yep - I have been experiencing the same issue over the last week - in Kapiti. Keep thinking about logging a job - but have yet to find the time to sit in the queue knowing it will have come back up again by the time I get answered!

Noviota

85 posts

Master Geek

Trusted

#90843 12-Oct-2007 15:18

I had issues last night. Eastern Suburbs.

I've heard if you call the free 0800/0508 number from a cell phone you can jump the queue. I only waited five minutes in the queue.

geekiegeek

2513 posts

Uber Geek
Inactive user

#90856 12-Oct-2007 18:42

I have the same issue. Only way to get it back is to pull the power.

I'm in Wilton.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#90857 12-Oct-2007 18:58

I still haven't logged a job yet, tried several times this afternoon and their IVR was stuffed

"Welcome to Telstraclear if you're ringing about the Big Backyard deal say yes otherwise please hold" (or words to that effect)

So I wait..

I then get an error message telling me their was a voice timeout and to say yes. Only problem is I don't want to ring about the big backyard!

I rang back a few mins later to encounter the same problem.. and then again not long after that.

I wonder if TCL noticed the lack of calls about anything but the big backyard deal? :-)

Matt1

27 posts

Geek

#90868 12-Oct-2007 23:03

I'm having the same issues. On the W3 node in Lower Hutt. Called TelstraClear to try and get a technician out. They'll make us pay unless we go through a 24 hour 'isolation test' where we take the router out and just use a straight through connection to a single computer. Still, may as well jump through their hoops so we don't pay anything.

When I rang earlier in the week they said call back when your modem's offline again. So I did but of course waiting 30+ mins it went back on again before I talked to someone!!

The guy at the helpdesk tried to tell me that the modem sitting blinking on 'online' after restarting from a drop-out was because of present lack of capacity because of high demand and that technicians were upgrading their network this month. Still not an explanation for the drop-outs themselves!

Nety

2584 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#90880 13-Oct-2007 08:45

I'm fine here (Wainui)

Media centre PC - Case Silverstone LC16M with 2 X 80mm AcoustiFan DustPROOF, MOBO Gigabyte MA785GT-UD3H, CPU AMD X2 240 under volted, RAM 4 Gig DDR3 1033, HDD 120Gig System/512Gig data, Tuners 2 X Hauppauge HVR-3000, 1 X HVR-2200, Video Palit GT 220, Sound Realtek 886A HD (onboard), Optical LiteOn DH-401S Blue-ray using TotalMedia Theatre Power Corsair VX Series, 450W ATX PSU OS Windows 7 x64

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

KellyP

1245 posts

Uber Geek

ID Verified

Subscriber

#90895 13-Oct-2007 10:40

sbiddle: Is anybody else having issues with their cable modems being dropped off the network (online light just sits there flashing)? This has happened to me twice over the past few days and I've also had quite a few micro outages as well over the past week.

I'm just about to log a job with TCL in regards to this and am just interested to see if it's an issue elsewhere in Lower Hutt. I know it's not just my house as my mum is having the same issues and is connected to the same node. The cable modem platform has been rock solid now for months, I guess it couldn't last forever! :-)

Yup same here. I'm in Christchurch. What kind of modem do you have? My modem/connection has been playing up for the past 3-4 days (SB4100-4dn-2up-10GB). The connection will suddenly drop about a dozen times a day and the only way to make it go again is to do a reboot.

My nextdoor neighbour is a cable customer as well and has no problems whatsoever.

maddygp

41 posts

Geek

#90960 13-Oct-2007 21:54

Yes, this also happens to me, and I'm in Lower Hutt (Waterloo West). It is an intermittent but really annoying problem and has been going on for a couple of months (I think).

Basically the Online light on the cable modem disappears, then the Send light slow-flashes for awhile. Sometimes the Send light disappears too, and the Receive light slow-flashes. It doesn't always get fixed after a reboot of modem (a few reboots sometimes fixes it), but it also "fixes itself" after a period of time. The cable modem has also sometimes "locked up" a couple of times (standby light comes on, but can't un-standby it without rebooting).

I called TelstraClear one evening a few weeks ago (in frustration). They were really good actually, listened to the symptoms, handed off to 2nd level support, then sent a technician around. The technician checked all the cabling, tightened some cabling in the grey connector box, and also replaced the isolator I believe. It seemed really good for a few days after that, then the problem started occurring occasionally again. We called Telstra again, but got someone useless on the phone that time - have you rebooted your computer, cable modem, etc. etc. - of course I have - anyway if the Send light is flashing, then it will still be flashing regardless of what I've got connected to the cable modem ....

I'll call TelstraClear again one of these days, as the problem still exists on our connection.

ZollyMonsta

3009 posts

Uber Geek

ID Verified

Trusted

#90980 14-Oct-2007 12:04

Nety: I'm fine here (Wainui)

Me too! :)

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

TomAckroyd

95 posts

Master Geek

#91068 15-Oct-2007 08:54

Steve - see my reply to http://www.geekzone.co.nz/forums.asp?ForumId=44&topicid=16513

maddygp

41 posts

Geek

#91910 22-Oct-2007 13:20

Here are the entries added to the cable modem's log messages every time the connection drops (once or twice every day or so):

2007-10-22 11:02:20     3-Critical     0x0501BD64     SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2007-10-22 11:02:19     3-Critical     0x0501BDC8     SYNC Timing Synchronization failure - Failed to acquire FEC framing
2007-10-22 11:02:05     3-Critical     0x04E33948     No Ranging Response received - T3 time-out
2007-10-22 11:02:05     3-Critical     0x04E339AC     Init RANGING Critical Ranging Request Retries exhausted
2007-10-22 10:52:11     3-Critical     0x040D9964     DHCP FAILED - Discover sent, no offer received
2007-10-22 10:33:30     3-Critical     0x04E33B3C     Unicast Ranging Received Abort Response - Re- initializing MAC

The only thing that differs each time is the time period - ranges from 10 to 30 minutes.
Cable modem works fine again afterwards without needing a reboot.

Matt1

27 posts

Geek

#91911 22-Oct-2007 13:27

My problem seems to have been fixed by TelstraClear replacing a rusty joiner in the grey Saturn box on the side of the house. At least it was an easy to find problem!

Edit: Spoke too soon, it's dropping again.

maddygp

41 posts

Geek

#92309 24-Oct-2007 22:04

I spoke to TelstraClear technical support again yesterday afternoon about the problem. They were helpful again, referring back to 2nd level support, and agreeing there was still a fault. They arranged to send out a technician again to have another look. Today however, the technician called to say there was no point coming out because the problem was at TelstraClear's end. Apparently some equipment is being upgraded sometime in November and that may fix the problem.

Unfortunately the problem has been worse today than it has been for weeks - since 4pm today, two outages each more than an hour as well as a 10min one.

Matt1

27 posts

Geek

#92315 24-Oct-2007 22:18

My experience is starting to echo yours maddygp! So we've both had technicians out to replace isolators in the grey box, the connection has been fine for a few days, then started dropping out again. I also tried to get a follow up technician to come and was told, like you, that he wouldn't be coming because it was probably something wrong at their end. The guy on the phone then told me 'it's normal that sometimes these things happen at peak hours'! I obviously didn't accept it being reasonable that I simply can't use the service at random intervals - either fix it or give me a discount! So now I've been transferred to a team of 'network technicians' who apparently do something different to the normal Astute technicians and will get in touch a few days... I'll keep you posted if I get a solution.

1 | 2 | 3