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105 posts

Master Geek
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Topic # 223578 6-Oct-2017 18:24
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I’ve just had two brand new out of the box HG659’s both with the exact same fault. They were both for new fibre connections in Christchurch for two different companies. I used company Bs router to test company As fibre connection at their new office as it was still in the box unused and it connected to the internet but I couldn’t connect to wifi. I assumed it was a bad factory setting and I didn’t have a laptop handy to test so I got the righ counter from company A and it was exactly the same. The internet works when you are plugged in but the wifi won’t connect it just indicated the WPA key is wrong. We updated it to the latest B026 firmware and no different, we tried manually changing the key and still the same and we tried different channels, different WPA/WPA2 setting and it’s the same on 2.4 or 5ghz.

I don’t know what the odds are of having two faulty brand new routers with the exact same fault so I’m wondering if there is a bigger batch problem here?

Before you suggest its a user fault I’ve setup dozens of these specific routers and been configuring routers for a living with everything from Dlinks up to Cisco’s.

If anyone from Vodafone can chip in if they’ve heard anything or anicdotally noticed more calls on wifi issues. I tried ringing the business support but gave up after 20 minutes. I have to say forcing people to listen to a nearly 2 minute spiel on the Vodafone email change with no option to skip before you even get to the hold queue is a bit rich.

I think both Vodafone and Spark should offer a course you sit and once you are passed you become certified to ring a number and enter a pin and get straight to a tier two Helpdesk too. It can be pretty frustrating trying to get a problem resolved arguing with a tier 1 support person who doesn’t understand the fault. Usually once you get past the frontline the techs are really good to deal with.

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74 posts

Master Geek
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  Reply # 1878627 6-Oct-2017 18:55
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We've had two 659b's brick on us when trying to change Wi-Fi details.

 

 

 

Two of them within the space of 3 weeks, previously we'd be able to go 6months+ without coming across any problems.




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Master Geek
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  Reply # 1878629 6-Oct-2017 18:56
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Interesting. We weren’t even trying to change them. We couldn’t connect to wifi right out of box.

 
 
 
 


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Master Geek
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  Reply # 1878634 6-Oct-2017 19:09
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mobiusnz: Interesting. We weren’t even trying to change them. We couldn’t connect to wifi right out of box.

 

 

 

Can't say I've some across that problem, although the ones I deal with have usually been connected to already and this is the first settings change they've seen since connection.

 

It'll be interesting to see if others are having similar issues.


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  Reply # 1878635 6-Oct-2017 19:11
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I've just had one that refused to broadcast a 2.4GHz network - factory reset and firmware upgrade didn't do anything to help.





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  Reply # 1878639 6-Oct-2017 19:21
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mobiusnz: I’ve just had two brand new out of the box HG659’s both with the exact same fault. They were both for new fibre connections in Christchurch for two different companies. I used company Bs router to test company As fibre connection at their new office as it was still in the box unused and it connected to the internet but I couldn’t connect to wifi. I assumed it was a bad factory setting and I didn’t have a laptop handy to test so I got the righ counter from company A and it was exactly the same. The internet works when you are plugged in but the wifi won’t connect it just indicated the WPA key is wrong. We updated it to the latest B026 firmware and no different, we tried manually changing the key and still the same and we tried different channels, different WPA/WPA2 setting and it’s the same on 2.4 or 5ghz.

 

I think both Vodafone and Spark should offer a course you sit and once you are passed you become certified to ring a number and enter a pin and get straight to a tier two Helpdesk too. It can be pretty frustrating trying to get a problem resolved arguing with a tier 1 support person who doesn’t understand the fault. Usually once you get past the frontline the techs are really good to deal with.

 

Seen this issue in the wild once or twice.

 

It is hard to definitely say It's a modem, Apart from leveraging remote logs and checking what the wifi chip is up to - Does it also read wrong key etc..

 

 

 

You have to remember RSP's deal with this sort of stuff every day.

 

I used to work frontline, as part of my role now, field-testing results does involve stepping into the mist of it too. Let me tell you, the amomunt of times i hear "I'm a IT guy" and then followed by something totally illogical that proves they are a "IT Professional" not trained or actually experienced..

 



 

In terms of Tier 1, i do believe Vodafone have made changes to their teams to somewhat phase out tier 2.

 

in terms of spark, there isn't really much of Tier 2. There is a escalation path where things go.... This actually works more effective as there is less of the "Too hard, throw it to them" situations.

 

 

 

Moreso is a jump to 'tier 3' which is often not customer facing.

 

 

 

 

 

Atleast on sparks end, we are working on some very cool stuff that massively empower tier 1 to, take a fault for what it actually is not what it appears to be.

 

EG, Line fault causing disconnections.

 

This is my favourite example as often you will get customers who start off like so "My WiFi is not working!"

 

 

 

Now where does one look to diagnose this? logically line first, but that's a ton of work.. often for some reason people go down the road of Change channels and call back if still having issues or the likes of unhelpful typically expected 'tier 1 support' in the industry.

 

What's better is "Hey, Yes we see your internet is not working. This actually is caused by a line fault! lets sort that out for you"

 

 

 

 

 

End of the day, No process is perfect. If a call this number to get past the 'mundane stuff' slip was given.... Everyone would get their hands on it, Would be in a news story or something!





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


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  Reply # 1878641 6-Oct-2017 19:25
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I am lamenting the change Voyager made from the bulletproof Zyxels to these Junky alternatives. We just tell customers to junk them or put them on TM and sell them Zyxel's. I have had 1 faulty Zyxel in 15 years inside of warranty. Amazing devices. 

 

 


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Master Geek
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  Reply # 1878642 6-Oct-2017 19:29
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networkn:

 

I am lamenting the change Voyager made from the bulletproof Zyxels to these Junky alternatives. We just tell customers to junk them or put them on TM and sell them Zyxel's. I have had 1 faulty Zyxel in 15 years inside of warranty. Amazing devices. 

 

 

 

 

 

 

Agreed, We went from Zyxel to Netcomm, that didn't work to well. Currently trialling a so-far unseen Huawei model and some top end Mesh kits.


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  Reply # 1878655 6-Oct-2017 20:02
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networkn:

 

I am lamenting the change Voyager made from the bulletproof Zyxels to these Junky alternatives. We just tell customers to junk them or put them on TM and sell them Zyxel's. I have had 1 faulty Zyxel in 15 years inside of warranty. Amazing devices. 

 

 

 

 

Out of all the HG devices spark do, I've seen the least amount of issues with the HG531s actually! - Apart from using it outside of its expected use eg... heavy wireless load.

 

 

 

HG659b has been a reasonably steady performer.

 

I personally would like to see them do a bit better, but then many of my key pain points are areas that i'd be looking outside of consumer devices anyway....

 

 

 

 

 

Shudder when i get the fright of seeing "0000574952450000" - For those able to translate I'm sure it will be worth the fright two.





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  Reply # 1879753 9-Oct-2017 10:37
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networkn:

 

I am lamenting the change Voyager made from the bulletproof Zyxels to these Junky alternatives. We just tell customers to junk them or put them on TM and sell them Zyxel's. I have had 1 faulty Zyxel in 15 years inside of warranty. Amazing devices. 

 

 

The change from Zyxel was unfortunately forced upon us - supply issues being the main problem, with a few other minor issues thrown in for good measure.

 

Fortunately, we've been able to work with Huawaei (and their NZ tech partner), and have a firmware that fixes a number of issues - including the dreaded "SIP failure over VDSL" issue.





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  Reply # 1879783 9-Oct-2017 11:23
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michaelmurfy:

 

I've just had one that refused to broadcast a 2.4GHz network - factory reset and firmware upgrade didn't do anything to help.

 

 

 

 

The new B026 Firmware does fix a 2.4g dying bug. Try factory reset after b026 upgrade to see.


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  Reply # 1879787 9-Oct-2017 11:28
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mobiusnz: I’ve just had two brand new out of the box HG659’s both with the exact same fault. They were both for new fibre connections in Christchurch for two different companies. I used company Bs router to test company As fibre connection at their new office as it was still in the box unused and it connected to the internet but I couldn’t connect to wifi. I assumed it was a bad factory setting and I didn’t have a laptop handy to test so I got the righ counter from company A and it was exactly the same. The internet works when you are plugged in but the wifi won’t connect it just indicated the WPA key is wrong. We updated it to the latest B026 firmware and no different, we tried manually changing the key and still the same and we tried different channels, different WPA/WPA2 setting and it’s the same on 2.4 or 5ghz.

I don’t know what the odds are of having two faulty brand new routers with the exact same fault so I’m wondering if there is a bigger batch problem here?

Before you suggest its a user fault I’ve setup dozens of these specific routers and been configuring routers for a living with everything from Dlinks up to Cisco’s.

If anyone from Vodafone can chip in if they’ve heard anything or anicdotally noticed more calls on wifi issues. I tried ringing the business support but gave up after 20 minutes. I have to say forcing people to listen to a nearly 2 minute spiel on the Vodafone email change with no option to skip before you even get to the hold queue is a bit rich.

I think both Vodafone and Spark should offer a course you sit and once you are passed you become certified to ring a number and enter a pin and get straight to a tier two Helpdesk too. It can be pretty frustrating trying to get a problem resolved arguing with a tier 1 support person who doesn’t understand the fault. Usually once you get past the frontline the techs are really good to deal with.

 

 

 

 

 

I've check with Vodafone (not front line). No issues seen related to Wifi above normal wifi calls, other than the 2.4g wifi bug that B026 firmware fixes.

 

I presume you did a factory reset and tried the defaults?


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  Reply # 1879850 9-Oct-2017 12:40
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When a Huawei router doesn't work you factory reset them and they magically work.




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  Reply # 1892810 30-Oct-2017 20:12
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Going to own up to something here - There was nothing "wrong" with them both - They just seem REALLY LOUSY at picking available channels - Took them back to the Office and they connected fine. I did actually try another channel while onsite and it didn't work but it wasn't very scientific - I just went for one of my go to channels on the 2.4 and it still wouldn't connect. I wouldn't expect the wifi to be any busier there than a lot of commercial area's but I have before had an HG659 that on auto was picking a frequency where it topped out at 2Mbps download on a 100/20 Fibre connection. Quick channel change to manual and it ran well.

 

Strange to be interference though as I couldn't get a phone to connect standing right beside the router in a room with no other wifi equipment in close range.

 

Anyway - Its a sheepish return to admin it was "user error" in a way but in all my years I've never experienced channel interference flat out refuse to accept the key (It didn't accept it and fail to connect - It just kept indicating the PSK was wrong).

 

I don't know why they don't provide something decent - Its in their interest to have clients running supplied equipment for ease of support so why not provide something good.


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  Reply # 1892822 30-Oct-2017 20:39
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Really lousy at connecting is definitely not user error! Glad you accepted it though.


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  Reply # 1892824 30-Oct-2017 20:56
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mobiusnz:

 

Going to own up to something here - There was nothing "wrong" with them both - They just seem REALLY LOUSY at picking available channels - Took them back to the Office and they connected fine. I did actually try another channel while onsite and it didn't work but it wasn't very scientific - I just went for one of my go to channels on the 2.4 and it still wouldn't connect. I wouldn't expect the wifi to be any busier there than a lot of commercial area's but I have before had an HG659 that on auto was picking a frequency where it topped out at 2Mbps download on a 100/20 Fibre connection. Quick channel change to manual and it ran well.

 

Strange to be interference though as I couldn't get a phone to connect standing right beside the router in a room with no other wifi equipment in close range.

 

Anyway - Its a sheepish return to admin it was "user error" in a way but in all my years I've never experienced channel interference flat out refuse to accept the key (It didn't accept it and fail to connect - It just kept indicating the PSK was wrong).

 

I don't know why they don't provide something decent - Its in their interest to have clients running supplied equipment for ease of support so why not provide something good.

 

 

Auto channel selection isn't magical. On something like a router (vs enterprise WiFi kit) most WiFi chipsets won't do anything more than looking at 802.11 frames to try and determine channel utilisation. Some may also look at the noise floor on a particular channel.

 

Looking at channel utilisation won't avoid out of band interference from other 2.4GHz devices, and likewise even looking at the noise floor won't necessarily man the router will pick the best channel.

 

The HG659b is a pretty solid performer across the board which is why Spark and Vodafone used them. The fact they can still outperform the vast majority of 3rd party routers on the market, most of which are vastly more expensive really shows what a great device it is. Is it perfect? No it's not. But neither is any other router out there on the market.

 

 


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