Chorus ONT losing connection

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farcus

1554 posts

Uber Geek

#248812 10-Apr-2019 23:50

Several times today I have lost my internet connection. First point to check was router (HG659 on Skinny) and this all seemed fine but reported "no internet connection".
Then, looking at the ONT, the only light showing was the power light. Optical light was out as were all LAN lights (checking Chorus website my ont is either type 100 or 200).
Re-powering the ONT everything was up and running again within a minute.

However, this has happened about three times today - each occasion several hours apart from the previous.
If it was an internet outage I'd expect the optical light to go out but the LAN lights would still be lit?
Does the fact that all lights except the power light going out indicate an ONT fault?
Otherwise . . . what else could be the cause?

michaelmurfy

meow
13240 posts

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#2214732 11-Apr-2019 00:15

Called your provider to log a fault? They can also check logs etc.

If you haven't - this is the first step.

Michael Murphy | https://murfy.nz
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Wellingtondave

156 posts

Master Geek

#2215233 11-Apr-2019 20:09

Not the same problem but for me over the last few days (early mornings, UFB Spark, Wellington) the Internet connection has dropped for a couple of hours, though the Fibre light and LAN link light (to the router) have remained lit. Spark finally confirmed there was some maintenance occurring somewhere (I don't know if this was Chorus or Spark), which is fine but it would be nice if they put this information on their planned / unplanned outages page.

Using the Spark app (even on Vodafone) you can remotely test the line to the ONT and the Spark supplied (HG659B) router if that's plugged in.

Aredwood

3885 posts

Uber Geek

#2215241 11-Apr-2019 20:17

Have seen previously that when the ONT loses optical connection. It temporarily disables the LAN ports. This is done so that your router will see the dropped connection. And reliably trigger failover to an alternative connection, DHCP renewal when the connection comes back etc.

Although really weird if the optical light was completely off. As on my ONT, the optical light changes to red. Unless this is different on later model ONTs?

farcus

1554 posts

Uber Geek

#2215402 12-Apr-2019 03:32

put a new LAN cable between router and ONT today. Connection has been solid - but no idea if that is just coincidental.
Keeping an eye on it and will contact Skinny if problem occurs again.

robjg63

4096 posts

Uber Geek

Subscriber

#2215460 12-Apr-2019 07:31

If the optical light goes out you need to log a fault with your ISP. Changing a cable is not likely to do anything.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Chorusnz

430 posts

Ultimate Geek

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Chorus

#2215535 12-Apr-2019 09:29

If the Optical light drops or goes red then there is definitely something wrong. Typically this is a result of either the ONT dying or is some form of network outage.

We definitely recommend contacting your broadband provider in the first instance as soon as this occurs. We have a running history of the ONT uptime/connectivity and your provider can see any dropouts. The sooner it’s logged, the faster we can get our team onto it to be fixed. ^Richard

Bluntj

556 posts

Ultimate Geek

#2215572 12-Apr-2019 10:23

Chorusnz:

If the Optical light drops or goes red then there is definitely something wrong. Typically this is a result of either the ONT dying or is some form of network outage.

We definitely recommend contacting your broadband provider in the first instance as soon as this occurs. We have a running history of the ONT uptime/connectivity and your provider can see any dropouts. The sooner it’s logged, the faster we can get our team onto it to be fixed. ^Richard

Are the new ONT's being used yet?

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Chorusnz

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Chorus

#2215602 12-Apr-2019 10:51

@Bluntj yes, we are starting to use the 3rd Generation ONT’s. As they are still new we are rolling them out slowly so any issues can be rectified If and when they show up.

The manawatu region & central north Island was first, and we’re currently starting the progression into wellington. We expect to fully transition over by mid-June. ^Richard

farcus

1554 posts

Uber Geek

#2216999 14-Apr-2019 16:23

been a few days now and hasn't occurred again.
If it does I'll get onto isp right away.

farcus

1554 posts

Uber Geek

#2217033 14-Apr-2019 17:38

Damn . . . just because I and said things seem fine now it's happened again . . .

and after pulling out the power brick and plugging back in (30 secs or so later)

Skinny are closed right now so will give a call tomorrow morning.

hio77

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Lizard Networks

#2217036 14-Apr-2019 17:43

That's looking a bit like a sad ont rather than a fibre fault..

Certainly log a case and chorus will look after it.

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