[Trustpower] Continual Disconnections

Forums › New Zealand Broadband › [Trustpower] Continual Disconnections – Wifi and Ethernet

Cambo

107 posts

Master Geek

#232247 6-Apr-2018 14:09

We have Fibre with Trustpower. Since November we have been having regular (daily) disconnections on the Wifi (we primarily use Wifi). Devices connected are an iPhone SE, Motorola Moto G4 Plus, a laptop and a Samsung smart TV. We are using the NF15ACV that they supplied us.

We joyfully supped on the teat of unlimited fibre previously with Slingshot, never had any disconnections at all.

Numerous calls made to Trustpower, lots of different troubleshooting attempts. Absolutely no improvement.

They have changed router settings, reset settings, reset to factory. I have purchased brand new Ethernet cables, ensured the ONT and router are on their own power outlet (not on a strip). I have the bloody device propped up so it can get some airflow.

Wifi drops out when we are sitting 2 metres away, in a straight line, with nothing physically between our smartphones and the router. Wifi drops out when there is only one device drawing internet across the Wifi. We have lost Ethernet connection when only using Ethernet (nothing using Wifi).

Trustpower don’t want to send another modem. They just want to troubleshoot. And it’s something different every time, and the CS operator always assures me that they have found the troublemaker, and I shouldn’t have any further problems. But alas it continues. I understand that troubleshooting can be satisfying, but I’m not getting the service I paid for, with the equipment given to me!

I haven’t been impressed with their Customer Service either.

Does anybody have any suggestions?

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Biddle Corp

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#1989539 6-Apr-2018 14:57

Are you connecting using 2.4GHz or 5GHz?

Cambo

107 posts

Master Geek

#1989540 6-Apr-2018 14:57

Linux:

@cambo Tell us what trouble shooting steps you have done? Saying you have changed router settings means nothing really

They have checked other networks in my vicinity and changed the channels to lessen interference. Trustpower have changed lots of other settings in the modem configuration. If I knew all the of the changes they had made to the modem settings, I don't think I would be here asking for help?

Linux:

Not sure why you changed Ethernet cables when only the Wi-Fi is dropping out and not the actual internet

I said that I lose Ethernet connection as well.

Linux:

Have you installed a Wi-Fi analyser onto your smart phone and done some checking?

I have installed two apps as directed by Trustpower. One was inconclusive, the other I am still troubleshooting with.

edited

Linux

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#1989543 6-Apr-2018 14:59

I removed my posts as I misread your first post sorry if Internet is dropping over Ethernet as well then something else is wrong

Linux

Cambo

107 posts

Master Geek

#1989544 6-Apr-2018 14:59

sbiddle:

Are you connecting using 2.4GHz or 5GHz?

Both, or either/or.

We typically have both operating, but generally only use 2.4GHz.

But we have frequent disconnections on both, it's hard to ascertain if one disconnects more than the other.

MikeB4

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#1989547 6-Apr-2018 15:02

Are you using a Chromecast ?

Cambo

107 posts

Master Geek

#1989550 6-Apr-2018 15:08

MikeB4:

Are you using a Chromecast ?

No we haven't.

We do have a Motorola baby monitor which is on 2.4GHz frequency, but we have Wifi disconnections when we turn the monitor off at the wall so...???

Have decided to unplug the monitor for a few days and see anyway.

MikeB4

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#1989552 6-Apr-2018 15:11

OK that eliminates that issue. Chromecast can cause issues on a network. Do the issues occur when the iPhone is off your network, these too can cause issues.

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xpd

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#1989558 6-Apr-2018 15:23

Pretty much take everything off the network for a while except one device. If drops, then swap the device for another. If drops on that, then I'd be looking at the router or something causing interference.

If it dosent drop on the first device, add a second at the same time and test... and so on until it starts dropping. might find (as mentioned) its a single device causing the issue.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

Cambo

107 posts

Master Geek

#1989560 6-Apr-2018 15:25

MikeB4:

OK that eliminates that issue. Chromecast can cause issues on a network. Do the issues occur when the iPhone is off your network, these too can cause issues.

Trustpower have said that iPhones can cause issues.

I've tried to isolate the fault to a device as best I can, but nothing conclusive.

I would turn off the TV, turn off Wifi on my Motorola, and my wife would still get a Wifi disconnection on her iPhone at some stage.
I would turn off the TV, turn off Wifi on my wife's iPhone, and my Motorola would drop Wifi eventually.
TV would be turned off, mobile phone's on stand-by (not being used), I would lose Wifi on my laptop.
TV would be turned off, mobile phone's on stand-by (not being used), I would lose internet via Ethernet cable on my laptop.
The issue persists regardless of time of day, or distance from the modem router.

yitz

2074 posts

Uber Geek

#1989563 6-Apr-2018 15:32

Can you elaborate on what happens on "disconnection"?

Is it the router reboots itself?

WAN connection going down?

What lights go on/off as it disconnects?

How often (what is the frequency)?

Since Trustpower do ONT voice, it could be worth plugging in the Slingshot modem (which one? VB104W?) if you still have it for testing.

Linux

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#1989564 6-Apr-2018 15:34

On the ONT is the optical LED going red during these drop outs?

Linux

MikeB4

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#1989571 6-Apr-2018 15:39

What is your general location, are you rural, suburban, city? in a commercial area, in a single dwelling? Where in the home is the wifi router/access point located?

acjh58

43 posts

Geek

#1989585 6-Apr-2018 15:59

Skimming through all the replies to this seems to confirm its not a wifi radio problem (if the hard ethernet connections also drop). You had a good connection on the same fibre connection previously - so chorus infrastructure probably fine. All points to a router fault or something in the ISP network.

Alan

UPTOBRO

2 posts

Wannabe Geek

#1989589 6-Apr-2018 16:10

me too mines mostly been disconnecting on ps4 i assumed it was something to do with sony/the games i was playing but lastnight i went through my emails to see when i started messaging sony support about the frequent disconnections and it was september last year the same month i switched from slingshot to trustpower. my internet will be fine for maybe a week or 2 every month then completely doesnt work on most devices for the next 2 weeks. doesnt matter whether im connected to wifi or ethernet it happens either way. trustpower are sending me a new modem now hopefully it fixes it otherwise i might have to change internet companies again. so frustrating i tried every single fix for ps4/games i was playing before i realised it must have been trustpower.

Linux

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#1989602 6-Apr-2018 16:15

This goes back to the saying ' Friends don't let friends join Trust power and My Republic '

Linux

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