ONT keeps losing connection on UFB?

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

BigGuy

227 posts

Master Geek

#119491 3-Jun-2013 10:04

Hi,
Has anyone had a fault whereby the only fix appeared to be pull the power from the ONT to restart it?

I've had this occur about five times since having UFB installed.

I've just tried logging a call (literally), but have been told that if I'm getting less than five disconnections per day, that is acceptable.

The call taker would not put my call through to Orcon technical support despite my objections to do so.
In fact she pointed to the terms and conditions and stated that technical my support call would be denied by her management!

I'm very frustrated with Orcon's first line of support at the moment.

I've tried resetting the "modem" (as support call it), and that does not fix the problem. The only way appears to be to reset the ONT.

Any help, ideas, suggestions would be appreciated!

1 | 2 | 3

743 posts

Ultimate Geek

ID Verified

Trusted

#829964 3-Jun-2013 10:54

Where the connection drops out and you have to restart a device to reconnect that means it is a separate issue to disconnections and this is what you should be pushing, Disconnections and thresholds for them tend to be unavoidable a lot of the time and there are set allowances for them however being unable to reconnect is very much a separate issue that should be looked into either way.

Interesting to see there is a limit of disconnections imposed on UFB services which theoretically should never drop on their own unlike ADSL.

BigGuy

227 posts

Master Geek

#829965 3-Jun-2013 11:07

I tried to communicate that I thought there might be a fault with the ONT without actually stating as such. As I don't really know if there is, or is not. But I know for certain power cycling the ONT fixes the issue.

Maybe I was too being to vague and should have just stated the ONT is borked!!! Replace/fix it please

I might try again and see if I get a more receptive first level support person.

linw

2849 posts

Uber Geek

#829983 3-Jun-2013 11:56

I am on Orcon UFB as well, and, frankly, the response you got was worrying. That is ridiculous fobbing you off like that. How on earth can it be a problem you have to live with? < 5 breaks per day is OK??? Come on.

Over what time period has this been happening?

My UFB install was late Aug 2012 and the ONT has been solid, as it should be.

Best of luck.

InstallerUFB

840 posts

Ultimate Geek

#829987 3-Jun-2013 12:08

BigGuy: I tried to communicate that I thought there might be a fault with the ONT without actually stating as such. As I don't really know if there is, or is not. But I know for certain power cycling the ONT fixes the issue.

Maybe I was too being to vague and should have just stated the ONT is borked!!! Replace/fix it please

I might try again and see if I get a more receptive first level support person.

very interesting - as ONTs generaly dont fail in that respect / If the optic light turns red or the alarm light comes up then you would likely have an ONT problem otherwise it is more likely a problem @ orcons end / replaceing a working none faulty ONT is chargeable btw and unless there is a job from Orcon to do so no action can be taken by Chorus (im assuming your on Chorus UFB)

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#829996 3-Jun-2013 12:43

absolutely no way should you be getting this many disconnects , 1 in 6 months is unusual 5 in a day is ridiculous, chase your provider as this is an unacceptable response for a fiber connection.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

nickb800

2721 posts

Uber Geek

Trusted

#829998 3-Jun-2013 12:47

What are the odds that the Orcon CSR was working off their ADSL support script (telling you to reboot your modem, 5 disconnections per day okay)?

FireEngine

1223 posts

Uber Geek

Trusted

#830003 3-Jun-2013 12:55

BigGuy: Hi,
Has anyone had a fault whereby the only fix appeared to be pull the power from the ONT to restart it?

I've had this occur about five times since having UFB installed.

I've just tried logging a call (literally), but have been told that if I'm getting less than five disconnections per day, that is acceptable.
The call taker would not put my call through to Orcon technical support despite my objections to do so.
In fact she pointed to the terms and conditions and stated that technical my support call would be denied by her management!

I'm very frustrated with Orcon's first line of support at the moment.

I've tried resetting the "modem" (as support call it), and that does not fix the problem. The only way appears to be to reset the ONT.

Any help, ideas, suggestions would be appreciated!

This was unacceptable, please pm me your account number or username, the CSR did not follow UFB troubleshooting.

Regards FireEngine

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

BigGuy

227 posts

Master Geek

#830007 3-Jun-2013 13:00

InstallerUFB:
BigGuy: I tried to communicate that I thought there might be a fault with the ONT without actually stating as such. As I don't really know if there is, or is not. But I know for certain power cycling the ONT fixes the issue.

Maybe I was too being to vague and should have just stated the ONT is borked!!! Replace/fix it please

I might try again and see if I get a more receptive first level support person.

very interesting - as ONTs generaly dont fail in that respect / If the optic light turns red or the alarm light comes up then you would likely have an ONT problem otherwise it is more likely a problem @ orcons end / replaceing a working none faulty ONT is chargeable btw and unless there is a job from Orcon to do so no action can be taken by Chorus (im assuming your on Chorus UFB)

Having had many fibre installs done, I too have not seen any ONT's fail.

During normal operation, the power led remains on. When data is received on LAN1 the led flickers, then a very short time there after, the optical led flashes green (about 500ms pulses). The optical LED usually stops flashing and remains on after data has stopped being received on LAN1.

When something isn't quite right, the power led remains on (as you would expect). The LAN1 led flickers when it receives data (as above). However, the optical LED stays on. It does not flash.

Now obviously we don't have access to these units, so there is no way for me to determine what is really wrong. The only people who can do this is Chorus.
Hence the support call to Orcon.

Me - rock - hard place!!!!!

BigGuy

227 posts

Master Geek

#830010 3-Jun-2013 13:08

FireEngine:
BigGuy: Hi,
Has anyone had a fault whereby the only fix appeared to be pull the power from the ONT to restart it?

I've had this occur about five times since having UFB installed.

I've just tried logging a call (literally), but have been told that if I'm getting less than five disconnections per day, that is acceptable.
The call taker would not put my call through to Orcon technical support despite my objections to do so.
In fact she pointed to the terms and conditions and stated that technical my support call would be denied by her management!

I'm very frustrated with Orcon's first line of support at the moment.

I've tried resetting the "modem" (as support call it), and that does not fix the problem. The only way appears to be to reset the ONT.

Any help, ideas, suggestions would be appreciated!

This was unacceptable, please pm me your account number or username, the CSR did not follow UFB troubleshooting.

I was very clear in explaining that this was a Orcon UFB install and that I believe that the ONT was at fault.
I went in to quite some detail as to what functions I had performed to try to rectify the issue,

Full disclosure, I have a Juniper SRX in place of the Orcon Genius "modem" due to the inability of the Genius device to port forward past the next hop.

I have had this issue with the Genius modem installed also.

Again, me - rock - hard place

BigGuy

227 posts

Master Geek

#830017 3-Jun-2013 13:26

maverick: absolutely no way should you be getting this many disconnects , 1 in 6 months is unusual 5 in a day is ridiculous, chase your provider as this is an unacceptable response for a fiber connection.

It's only about once a month, but it's the inconvenience of having to go to the other room and recycle the power on the ONT. Especially if I'm not home,

Failing a resolution, once I have my APC power-board up and running, at least I'll be able to do it remotely with a SMS message

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#830041 3-Jun-2013 14:24

InstallerUFB:
very interesting - as ONTs generaly dont fail in that respect / If the optic light turns red or the alarm light comes up then you would likely have an ONT problem otherwise it is more likely a problem @ orcons end / replaceing a working none faulty ONT is chargeable btw and unless there is a job from Orcon to do so no action can be taken by Chorus (im assuming your on Chorus UFB)

If the fault was at Orcons end, then restarting the CPE would resolve the issue, as it would send a new DHCP discovery and restart the session on the BNG.

To Orcon the ONT is just a dumb bridge. If restarting the ONT is fixing the issue, but restarting the CPE isnt. To me that suggests a faulty ONT. Sounds like it stopping forwarding packets.

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#830046 3-Jun-2013 14:30

BigGuy:

Full disclosure, I have a Juniper SRX in place of the Orcon Genius "modem" due to the inability of the Genius device to port forward past the next hop.

I have had this issue with the Genius modem installed also.

Again, me - rock - hard place

We have no issue with customers using non-Genius modems with UFB. It might confuse the helpdesk guys however (as you found out).

Aslong as the CPE is using tagged vlan 10 and DHCP on the WAN port you should be good to go.

One thing to keep in mind, is the Orcon BNG does do some health checking to make sure your still online, rather than relying on DHCP leases. I think it does some sort of OAM ping.(I will need to confirm, read though my notes)_. If you are blocking that with the SRX that could cause an issue.

However since restarting the CPE doesn't fix the issue, its probably not that.

I would go down the path of a faulty ONT. Let myself or Fireengine know your details and we can chase it up.

BigGuy

227 posts

Master Geek

#830047 3-Jun-2013 14:35

Sounddude:
BigGuy:

Full disclosure, I have a Juniper SRX in place of the Orcon Genius "modem" due to the inability of the Genius device to port forward past the next hop.

I have had this issue with the Genius modem installed also.

Again, me - rock - hard place

We have no issue with customers using non-Genius modems with UFB. It might confuse the helpdesk guys however (as you found out).

Aslong as the CPE is using tagged vlan 10 and DHCP on the WAN port you should be good to go.

One thing to keep in mind, is the Orcon BNG does do some health checking to make sure your still online, rather than relying on DHCP leases. I think it does some sort of OAM ping.(I will need to confirm, read though my notes)_. If you are blocking that with the SRX that could cause an issue.

However since restarting the CPE doesn't fix the issue, its probably not that.

I would go down the path of a faulty ONT. Let myself or Fireengine know your details and we can chase it up.

Thanks. I've PM'd you both.

I've resurrected the Orcon Genius to try to get to the bottom of the NAT past next hop issue.
So you may see things bounce up and down this afternoon!

BigGuy

227 posts

Master Geek

#830070 3-Jun-2013 16:07

Sounddude:
We have no issue with customers using non-Genius modems with UFB. It might confuse the helpdesk guys however (as you found out).

Aslong as the CPE is using tagged vlan 10 and DHCP on the WAN port you should be good to go.

One thing to keep in mind, is the Orcon BNG does do some health checking to make sure your still online, rather than relying on DHCP leases. I think it does some sort of OAM ping.(I will need to confirm, read though my notes)_. If you are blocking that with the SRX that could cause an issue.

However since restarting the CPE doesn't fix the issue, its probably not that.

I would go down the path of a faulty ONT. Let myself or Fireengine know your details and we can chase it up.

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).

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#830124 3-Jun-2013 17:21

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 :-)

1 | 2 | 3