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330 posts

Ultimate Geek

#191521 7-Feb-2016 12:12
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The saga of moving from ADSL2 to Fibre hasn't been as smooth as I wanted.  The issues I hoped were down to a faulty router haven't gone away.


Install completed over a week ago by Downers. Actrix my ISP supplied a Netcomm Wireless NF5 as my wireless router.   VOIP on my end was coming and going even though Actrix ( my ISP ) saw it as always registered at their end. We also had frequent disconnects ( 3 or 4 a day ) as well where the Netcomm NF5 would appear to crash - first indication would be the yellow exclamation mark in the botttom right of my desktop window. No internet access and also couldn't log into the router.


They sent a new router. Seemed to resolve the VOIP issues.   4 hours in. Crashed again. No internet and can't access it.   Reboot. 30 hours later. Crashed again. No internet and can't access the router admin page.


In the first week I reckon it's needed about 20 reboots. When it does work, I generally acheive close to the 200/100 running speedtests.


Actrix helpdesk have been extremely helpful so far but I believe they are exhausting what they can check. They can see all the notes and all the disconnects so are very understanding but not really able to try much else.  I'm trying to isolate it my end prior to them speaking to snap who I believe they wholesale from. Snap will send out an engineer who if he can't find a fault will charge me.  If that means he runs speedtest on my machine and all seems fine then it's gonna be pretty pointless.


Prior to that happening - what can i test my end / what are likely culprits that could be causing this. The fact I can't login to the admin section of the unit when internet access drops indicates to me it's crashed.


What I do know is the firmware on the unit is uptodate. We are running several wireless devices - 3 samsung phones, an IPAD and a couple of laptops. Generally not always together although they are connected. On wired I have a patch panel with 19 outlets wired. We only patched in 4 of them at this time and they generally are used for surfing the net or playing WoW. 


I thought it may be heat as well given the hot days but it crashed again this morning - room temp was 19c and unit was slightly warm only..nowhere near hot to the touch. Not much access apart from me FTP'ing a file and WOW being played.


The ONT light showing a connection appears to be stable and on. It's tucked away in a cupboard so I haven't been able to see if that is dropping at all. 


Any help or pointers appreciated. I'm almost at the point of purchasing a higher quality wireless modem / router to see if it's the netcomm not playing nicely. Actrix said they weren't the most expensive but generally were stable across their network.


Thanks for your help. 







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4133 posts

Uber Geek

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  #1486921 7-Feb-2016 12:45
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Remove your wiring and patch panel from the equation, do your testing from a wired device connected directly into the NF5. Test with multiple devices, multiple fly leads, and vary the port on the back of the NF5.


Whack the NF5 on a semi decent UPS to rule out power issues?

448 posts

Ultimate Geek

  #1486930 7-Feb-2016 12:52
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Couple of long shots but I've seen all of these cause dropouts before.
1. Patch cord or cable from ONT to router is faulty.
2. Fault with the ONT itself.

3. Fault with the ONT or router power pack OR the multi board it's plugged into.
A power fault with either of those could be your issue. I've had a fault like this before. Exhausted all options then I saw it with my own eyes, the power dropped and the lights went out on the modem, this particular customer had a multi board mounted on the wall, the big power plug from the router looked like it was pushed all the way in but over time it would slip out and cause a split second disconnect. Enough to drop your connection but all the lights are back on before you notice.

Like I say these are all long shots but worth a look.

Good luck!


330 posts

Ultimate Geek

  #1486953 7-Feb-2016 13:39
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Thanks for those. For now i've done the following and will report back.


1. I've disconnected the patch panel and switch so the router is just feeding my desktop using a single lan port. It's still feeding the house via wireless.


2. Have already changed our router as well as the powerpack. Will plug ONT directly into power socket on wall and avoid the multi board.


3. I've also changd our the ethernet cable from the ONT to the router. 


4. I've got a UPS that I can bring into the equation for the router. Will need to plug it in.


Keep me in mind :) Thanks again



330 posts

Ultimate Geek

  #1486961 7-Feb-2016 14:01
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Daft question - even though it may be dropping off due to power issues etc..Why wouldn't it re-establish connection and why would it basically stop responding to a direct connection from my PC.  Whenever this happens I can't access it until i reboot at which time the logs have disappeared and a fresh set of startup logs are reported.  

448 posts

Ultimate Geek

  #1486967 7-Feb-2016 14:06
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That could be a quirk of the router but yes you'd generally expect it to reconnect.

Follow a basic process of elimination process with everything you possibly can relating to network cabling and power and hopefully you'll get to the bottom of it.

1628 posts

Uber Geek

  #1487124 7-Feb-2016 18:41
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If you were my customer, here's what I would do.


Firstly, I would ask you to eliminate the router by plugging the computer directly into the ONT. (You may need to set a PPPoE dialer on your computer, assuming Actrix uses the same settings as Snap.)

If that doesn't fix it, we'll go to step two. Chorus has logs of when/if the fibre/ethernet drops, that'll tell you if it's a physical problem with the fibre or a router problem. But that log is only available from Chorus and not the ISP, so I will log a fault with Chorus and ask them to pull the logs and see what's happening.

2155 posts

Uber Geek


  #1487129 7-Feb-2016 18:51
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If you turn off wireless on the router does it last longer?

Does it last longer if you start it up from cold (ie pull the power out) with no patch leads plugged in?


330 posts

Ultimate Geek

  #1487144 7-Feb-2016 19:11
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Thanks for all that.  At this time I've plugged the router into a decent UPS and the only wired connection is to my PC. Everything else runs on wireless.  That should take care of any issues with my patch panel and unmanaged switch that feeds it.  


So far up for 4hr and 57mins. Longest I've had it running is 36 hours

330 posts

Ultimate Geek

  #1487266 8-Feb-2016 07:59
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Roughly 18 hours up, not crashed but I see VOIP has now unregistered itself again which gives me no landline.   I'm presuming VOIP shouldn't be doing that and should be fairly stable. So given it's just the fibre in, connected to my desktop and the phone is conneted directly into the back of the router ( thus avoiding my old internal phone cabling as well ) what could be causing VOIP to drop in and out on a random basis ?

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