ONT keeps losing connection on UFB?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › ONT keeps losing connection on UFB?

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227 posts

Master Geek

#830132 3-Jun-2013 17:40

Sounddude:
BigGuy:
Just for interest, would OAM ping's not be directed to the ONT?
I don't think that the SRX (or any other CPE) would need to be aware of the underlying upstream protocol! (assuming ATM here!)

Please correct me if I'm wrong.

But to answer your question, I block everything (well almost everything).

It uses ARP :-) So hopefully you are not blocking arp :-)

Hehe... I can assure you I'm not blocking ARP

That would make for an interesting configuration wouldn't it?

BigGuy

227 posts

Master Geek

#866169 25-Jul-2013 20:57

An update to this aggravating issue.

I received a ticket number for this issue on 8th of June and was told "please leave the ONT as is (please do not reboot), so that we can request Chorus to investigate" and "When the issue re-occurs, please contact our Technical Support team on 0800 13 14 15 regarding reference #11331914".
So it’s happened again today! Following the Assurance Support Engineer's wishes, I've done exactly that. Only I rang to support number to find that the ticket has been closed with no explanation as to why!

I talked to the CSR for a good 30 mins arguing the case for the ticket to be reopened. She eventually asked me to plug the Orcon Genius modem in which I reluctantly did. Of course it worked straight away didn't it?!? I wasn't about to wait a month or so for the Orcon Genius to fail too (and it's plagued with issues such that I cant use it anyway), so I plugged my Juniper SRX back in and that failed to get an IP address.
It was then that she told me that she would not open a call or even reopen the old one. Even though I quoted the email back to her line by line, she refused to open a call as I was not using the Orcon Genius modem. I do have it in writing that they were going to investigate even though the Juniper was plugged in and relayed this to her.

Then I got hung up on! Getting grumpy.......

At least she rang me back. We spoke for a further 30 mins during which time I gave up and accepted that she was not going to reopen the call. I rebooted the ONT (not having done anything to the Juniper) and I got Internet straight away!

I asked for all notes regarding the call to try and attack the issue from another angle. She stated she would have to seek permission!
The answer was no, she would not release the notes of the call to me. I asked about five times for those notes as I felt that I was entitled to them and she finally caved (persistence paid off). Still haven't received the notes though.

Now to be fair to the CSR, there was a fair bit of confusion (language barrier?), the line quality was crappy (think severely rate limited VOIP), and I was fairly grumpy that the CSR wouldn't progress a call that was meant to be open - and that almost certainly would have come across in the call.

Not happy Orcon – sort your CSR's out!
Pity, as your real support guys are great!

Peppery

919 posts

Ultimate Geek

Trusted

#866191 25-Jul-2013 21:38

Ouch, what a pickle. Must agree, the Orcon guys on here are great. Hopefully they can sort it out for you :)

sdavisnz

1015 posts

Uber Geek

Trusted

#866250 25-Jul-2013 23:08

Hey guys,

I'm on the Vodafone fibre trial and I've been having a lot of disconnections also, was just hopeing the hardware would sort itself out..
Have created about 3 tickets with VF customer care and they keep calling me saying it's resolved...
I have periods where it's down for half an hour and then comes back on for the rest of the day.
I might need a new ONT after all, am planning on just keeping an eye on this one first though.

Lucky VF are still in trial stage as they sad a lot of people are experiencing this issue.

Oh how lucky we are to be early adopters aye :)

Voice gives context

BigGuy

227 posts

Master Geek

#867839 29-Jul-2013 13:45

Orcon "support" rang and said that Chorus have checked the line and everything appears fine.

I'll report back once this happens again next month. By which time, hopefully that will give me enough instances of reporting (and them failing to address) the problem to give me a legal out of the contract without paying the early termination fees.

Not much more to be said really.

FireEngine

1223 posts

Uber Geek

Trusted

#867878 29-Jul-2013 14:55

Hi Bigguy,
I have escalated this again with Chorus however please be aware that this is an issue with the underlying UFB product definition so will affect any UFB connection with any supplier. We are addressing the issue of UFB only being a "best efforts" service with Chorus at the highest managerial level.

PM me your contact details if you wish and I will keep you advised.

Regards FireEngine

BigGuy

227 posts

Master Geek

#868002 29-Jul-2013 17:32

FireEngine: Hi Bigguy,
I have escalated this again with Chorus however please be aware that this is an issue with the underlying UFB product definition so will affect any UFB connection with any supplier. We are addressing the issue of UFB only being a "best efforts" service with Chorus at the highest managerial level.

PM me your contact details if you wish and I will keep you advised.

Details sent. Really appreciate the help.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

BigGuy

227 posts

Master Geek

#903219 26-Sep-2013 17:01

So since my last post, I haven't heard a thing from Orcon or Chorus.

Got home today to find the same issue again. Didnt feel like being on the phone for hours with no result, so just rebooted the ONT.
Regained service instantly.

It's very disappointing that no one is wanting to take ownership and fix this problem for good!

FireEngine

1223 posts

Uber Geek

Trusted

#903413 26-Sep-2013 23:03

BigGuy: So since my last post, I haven't heard a thing from Orcon or Chorus.

Got home today to find the same issue again. Didnt feel like being on the phone for hours with no result, so just rebooted the ONT.
Regained service instantly.

It's very disappointing that no one is wanting to take ownership and fix this problem for good!

This issue today may have been a different problem, we had some unexpected impact from some network-improvement work overnight that resulted in some users having to reboot to re-auth.

Regards FireEngine

FireEngine

1223 posts

Uber Geek

Trusted

#903479 27-Sep-2013 08:26

BigGuy: So since my last post, I haven't heard a thing from Orcon or Chorus.

Got home today to find the same issue again. Didnt feel like being on the phone for hours with no result, so just rebooted the ONT.
Regained service instantly.

It's very disappointing that no one is wanting to take ownership and fix this problem for good!

OK so what we had setup was that if the ONT issue surfaced again you would call my team to quickly capture diagnostics, THEN restart the ONT. That hasn't happened so we haven't been able to capture any further diagnostics to move it forward.

The restart required 26/9 was certainly down to some planned work that had an unexpected impact to some UFB customers.

Prior to 26/9 I see 2 restarts of auth on 4/9 so this is at best extremely intermittent. Chorus have built their UFB network with the expectation of "occasional" restarts to cpe being required just as with DSL, obviously the definition of "occasional" is up for debate but as I said earlier the attempts we have seen by Chorus to define it as anything under 10 per day are being discussed at a senior level, but that won't be a quick discussion.

Happy to look at the restart issue, call the number I pm'd you when you find the ONT offline.

Regards FireEngine

BigGuy

227 posts

Master Geek

#906797 2-Oct-2013 23:09

FireEngine:
BigGuy: So since my last post, I haven't heard a thing from Orcon or Chorus.

Got home today to find the same issue again. Didnt feel like being on the phone for hours with no result, so just rebooted the ONT.
Regained service instantly.

It's very disappointing that no one is wanting to take ownership and fix this problem for good!

OK so what we had setup was that if the ONT issue surfaced again you would call my team to quickly capture diagnostics, THEN restart the ONT. That hasn't happened so we haven't been able to capture any further diagnostics to move it forward.

The restart required 26/9 was certainly down to some planned work that had an unexpected impact to some UFB customers.

Prior to 26/9 I see 2 restarts of auth on 4/9 so this is at best extremely intermittent. Chorus have built their UFB network with the expectation of "occasional" restarts to cpe being required just as with DSL, obviously the definition of "occasional" is up for debate but as I said earlier the attempts we have seen by Chorus to define it as anything under 10 per day are being discussed at a senior level, but that won't be a quick discussion.

Happy to look at the restart issue, call the number I pm'd you when you find the ONT offline.

And I definitely would have called you, but you never sent me a PM with your contact information (or you did and some how I magically never received it).
The only PM's I've ever received from you are on:
30-Jul-2013 @ 11:12
29-Jul-2013 @ 23:02

Look, I would love to get to them bottom of this. So I'm not about to muck around rebooting the ONT every now and then just for the fun of it and not bother making use of your expertise if offered!

Send me your details and I'll definitely call you next time.

BigGuy

227 posts

Master Geek

#906944 3-Oct-2013 10:38

BTW... in what world does anyone accept "under 10 per day" as being acceptable failure rate for fibre before anything gets done?
It's fibre for goodness sake! You cant blame it on the cable any more (assuming it's been installed proficiently and no one has mucked around with it post install).

rokki

374 posts

Ultimate Geek

#906946 3-Oct-2013 10:47

Hi re having frequent disconnects i to am on UFB different isp and was having frequent disconnects and my work around was to have a longer lead from the ONT to the router. Hope this helps

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BigGuy

227 posts

Master Geek

#906961 3-Oct-2013 11:08

rokki: Hi re having frequent disconnects i to am on UFB different isp and was having frequent disconnects and my work around was to have a longer lead from the ONT to the router. Hope this helps

Thanks for the suggestion. I cant belive I didnt think of this, but I havent changed the patch lead between the two units <slaps own forehead>. I'll give it a go and get some testing gear on the other lead to see if there are any detectable issues with the cable.
I must admit, I just used whatever the chorus guy threw in there when he setup the original Orcon Genius router.

FlameBeard

344 posts

Ultimate Geek

Trusted

#911793 9-Oct-2013 23:00

Just as a way of following up, have you had any joy since replacing the patching? I'll talk to Firetruck tomorrow (my boss) about this and see if we can't get some more traction

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