HG659 Disconnecting from Fibre every 15 minutes

Forums › Vodafone New Zealand › HG659 Disconnecting from Fibre every 15 minutes

empacher48

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Topic # 205795 27-Nov-2016 15:56

Hi All;

We have recently changed our fibre from Spark to Vodafone (thought a good idea as work gets a good discount on Vodafone products).

I have noticed that the HG659 seems to drop our internet connection every 15 minutes. It used to be just for a second or two and a simple refresh of the browser would mean we are up and running. But it has come to the point that it takes at least 5 minutes for everything to come back online. Even through a wired ethernet connect to my work VPN would drop offline for a minute and then would reconnect, annoying as the specialist program I use closes its window when the VPN is disconnected.

I have talked to Vodafone tech support, who remotely accessed our router and said that he could see a large number of Apple devices connected to the router via Wifi. His recommendation is not to connect more than one Apple device to the Wifi network as the apple devices will request too much bandwidth and will cause the router to reset itself...

Second go at tech support and got told that I should be reseting the router at least twice a day to maintain optimal running of the fibre connection....

Both of these never existed while on Spark and using the HG659b. Anybody got any better ideas than Vodafone tech support?

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Reply # 1678360 27-Nov-2016 16:02

6 people support this post

Wow, those rate highly as stupid things for tech support to be saying. I think a rock or a tree would have better ideas than those.

Richard rich.ms

empacher48

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Reply # 1678370 27-Nov-2016 16:09

Hence why I'm asking here.

I'm too scared to ring and ask a third time as I might be given something else unhelpful!

Linux

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Reply # 1678371 27-Nov-2016 16:10

disable IPv6 in the modem and see if that helps

Linux

richms

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Reply # 1678383 27-Nov-2016 16:12

I had an ISP say that my low sync speeds were because I had the wrong subnet mask once, and that it had to be 255.255.255.0 to work properly.

Richard rich.ms

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Reply # 1678423 27-Nov-2016 17:24

try 1. factory reset OR 2. update firmware then factory reset

may not help but at least won't get worse?

Swype on iOS is detrimental to accurate typing. Apologies in advance.

Lorenceo

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Reply # 1678486 27-Nov-2016 20:13

Is it the connection between the router and the ISP that's dropping, or the connection between the router and your device(s)?

If it's the former, maybe try reconfiguring your old router for use on Vodafone (DHCP on VLAN 10), to see if it helps?

empacher48

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Reply # 1678489 27-Nov-2016 20:19

Thanks for the replies everyone, I have disabled IPV6and was no change.

However a factory reset has had the router up for 2 hours now without a problem.

As far as using my old Spark HG659b on Vodafone, I'm not sure if the Spark unit can use the Vodafone VOIP for the home line, if it can, I'll try that if the reset was temporary.

Apsattv

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Reply # 1678525 27-Nov-2016 21:23

Have you tried powering off the ONT?

empacher48

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Reply # 1678526 27-Nov-2016 21:26

I'll try the ONT, but didn't know you could put the Vodafone HG659 firmware on the HG659b.

hio77

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Reply # 1678532 27-Nov-2016 21:51

Lorenceo:

Is it the connection between the router and the ISP that's dropping, or the connection between the router and your device(s)?

If it's the former, maybe try reconfiguring your old router for use on Vodafone (DHCP on VLAN 10), to see if it helps?

as above, i would check this.

After that you have a few options to look into troubleshooting.

One of those frustrating cases where, realistically you haven't really gotten the support that you should have..

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Apsattv

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Reply # 1678964 28-Nov-2016 16:46

Check if you are on the latest firmware?

https://community.vodafone.co.nz/t5/Modems-Wi-Fi/Vodafone-HG659-firmware-update-released/td-p/187827

empacher48

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Reply # 1679392 29-Nov-2016 12:33

Thanks everyone for the replies.

Turning off IPv6 didn't change anything, however a factory reset of the modem combined with turning off the ONT managed to stop the fibre disconnections. But the wifi would drop offline at the same frequency as before.

I checked the firmware and it is up to date. But further investigation showed that my router was broadcasting on the same channel as every other router nearby (channel 1 for 2.4ghz and 36 for 5ghz). Instead of letting the router automatically select its own channel, I've set it up with my preferred channel.

So far the fibre has been connected since Sunday and I haven't noticed the wiring drop off either. I'm away for the next few days, but I'm sure I'll hear my wife scream if it stops working!

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Reply # 1679409 29-Nov-2016 12:42

Did you mean you also restarted the ONT?

Swype on iOS is detrimental to accurate typing. Apologies in advance.

empacher48

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Reply # 1679410 29-Nov-2016 12:43

Yes, sorry I did restart the ONT.

1cloud

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Reply # 1679419 29-Nov-2016 12:59

empacher48:

Hi All;

We have recently changed our fibre from Spark to Vodafone (thought a good idea as work gets a good discount on Vodafone products).

I have noticed that the HG659 seems to drop our internet connection every 15 minutes. It used to be just for a second or two and a simple refresh of the browser would mean we are up and running. But it has come to the point that it takes at least 5 minutes for everything to come back online. Even through a wired ethernet connect to my work VPN would drop offline for a minute and then would reconnect, annoying as the specialist program I use closes its window when the VPN is disconnected.

I have talked to Vodafone tech support, who remotely accessed our router and said that he could see a large number of Apple devices connected to the router via Wifi. His recommendation is not to connect more than one Apple device to the Wifi network as the apple devices will request too much bandwidth and will cause the router to reset itself...

Second go at tech support and got told that I should be reseting the router at least twice a day to maintain optimal running of the fibre connection....

Both of these never existed while on Spark and using the HG659b. Anybody got any better ideas than Vodafone tech support?

manually setup a dns server in router rather than auto from voda. typical voda.

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