UFB Fibre disconnecting at random times, I've had enough

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › UFB Fibre disconnecting at random times, I've had enough

kiwikiwi

455 posts

Ultimate Geek
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#164443 10-Feb-2015 04:25

Okay so this issue started about 28 days ago (my first call up about it) about DNS resolution issues which then turned into WAN service being unavailable. So fair enough I called Orcon support up they said for me to restart both ONT and Genius White router, done so and it's been ok. 3 days after it happens again at late night past call hours for 4 hours. I noticed something erratic. The modem was basically non responsive to my web browser and the pings to the fault were above 100MS so that was indicating the router was at fault. Restarted it, it was fine until it tried connecting to the WAN service and then it repeated itself for a good 4 hours when it resolved itself.

I called up the following day asking what was going on was rudely told that it was failing to authenticate and I was basically interrupted by Orcon CSR (never got his name) when I was trying to explain what was going on, on our side. And basically never listened so I just hung up. It's been working fine for the past 24 days since then but up until now and this is modem restart number 3 today (from 2:30AM to now 4:24AM) and the same issue is happening.

I'm not happy.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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#1233817 10-Feb-2015 05:33

This was scheduled work as per the Orcon website.

Regards FireEngine

kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1233821 10-Feb-2015 06:08

FireEngine: This was scheduled work as per the Orcon website.

I've actually just been able to see as my internet is still patchy, slowly improving but still patchy.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1233840 10-Feb-2015 07:53

Not improving. It's now worse.

Things I have tried
1. Restarting the modem (I'm at restart count number 7 now)
2. Resetting my DNS settings
3. Factory resetting the modem
4. Restarting the ONT.

I'm out of ideas now.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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Lias

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#1233891 10-Feb-2015 08:55

Ouch

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

FireEngine

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#1233902 10-Feb-2015 09:05

kiwikiwi: Things I have tried
1. Restarting the modem (I'm at restart count number 7 now)
2. Resetting my DNS settings
3. Factory resetting the modem
4. Restarting the ONT.

I'm out of ideas now.

So power off your PC, modem and ONT.

Restart the ONT, wait 30 secss
Restart the modem, wait 60 secs
Restart your PC

What were your DNS settings and what did you reset them to? What are they now?

Regards FireEngine

kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1233917 10-Feb-2015 09:21

FireEngine:
kiwikiwi: Things I have tried
1. Restarting the modem (I'm at restart count number 7 now)
2. Resetting my DNS settings
3. Factory resetting the modem
4. Restarting the ONT.

I'm out of ideas now.

So power off your PC, modem and ONT.

Restart the ONT, wait 30 secss
Restart the modem, wait 60 secs
Restart your PC

What were your DNS settings and what did you reset them to? What are they now?

They were at Google's DNS but I put them back to Orcon's DNS but that didn't fix it.

I also went through the restart ont and modem and PC (at 7:30) . Service was restored at 7:50 just after I had done all of those.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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NZSpides

155 posts

Master Geek
+1 received by user: 76

#1234002 10-Feb-2015 11:06

I'm not complaining, because I stumbled on the Facebook page that warned me of the outage.
I don't regularly use facebook, but I do use Twitter, more as a newsfeed of things that interest me.
I follow Orcon, but didn't see any post about the planned outage, perhaps there should have been...

Still I'm not posting a complaint. The system came back up as advertised, so all good. :-)

kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1234006 10-Feb-2015 11:10

NZSpides: I'm not complaining, because I stumbled on the Facebook page that warned me of the outage.
I don't regularly use facebook, but I do use Twitter, more as a newsfeed of things that interest me.
I follow Orcon, but didn't see any post about the planned outage, perhaps there should have been...

Still I'm not posting a complaint. The system came back up as advertised, so all good. :-)

More notice would be nice.

I get that there are outages but unexplained ones are not cool with me. Especially if internet access is patchy after the maintenance.
It seems to be working just fine with albeit better route trafficking now but I don't want a repeat of the same issue.
I've said this to the level 1 tech support, restarting the ONT and router isn't a permanent fix especially if it continues to be a problem.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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FireEngine

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#1234032 10-Feb-2015 11:51

kiwikiwi: More notice would be nice.

I get that there are outages but unexplained ones are not cool with me. Especially if internet access is patchy after the maintenance.
It seems to be working just fine with albeit better route trafficking now but I don't want a repeat of the same issue.
I've said this to the level 1 tech support, restarting the ONT and router isn't a permanent fix especially if it continues to be a problem.

UFB is still a "best efforts" Chorus service, meaning they can make changes in their network without consultation or notification to us.

Looks like you had some issues then a 3 week+ period of uninterrupted, then what looks like a DNS propagation issue coming off the outage last night resolved by restarting the components in the right order.

Happy to look at your support tickets for the previous issues if you want to PM me your details.

Regards FireEngine

kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1234408 11-Feb-2015 07:11

Happened again at 5AM ish.
Restarted the Genius White and it works fine after that.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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FireEngine

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#1234411 11-Feb-2015 07:24

kiwikiwi: Happened again at 5AM ish.
Restarted the Genius White and it works fine after that.

Ok, "what" happened at 5am? Are you still using Google DNS or Orcon?

Regards FireEngine

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kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1234412 11-Feb-2015 07:31

FireEngine:
kiwikiwi: Happened again at 5AM ish.
Restarted the Genius White and it works fine after that.

Ok, "what" happened at 5am? Are you still using Google DNS or Orcon?

Was still using Orcons.

I couldn't ping any IPs, steam wouldn't connect, and phone was down.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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FireEngine

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#1234495 11-Feb-2015 10:09

kiwikiwi:
FireEngine:
kiwikiwi: Happened again at 5AM ish.
Restarted the Genius White and it works fine after that.

Ok, "what" happened at 5am? Are you still using Google DNS or Orcon?

Was still using Orcons.

I couldn't ping any IPs, steam wouldn't connect, and phone was down.

Ok, next time you get that can you run a few tracerts to well known services such as Trademe, Facebook etc and post or PM me the results so we can see where the traffic is being stopped?

Regards FireEngine

WrEK

86 posts

Master Geek
+1 received by user: 5

#1234532 11-Feb-2015 10:48

Are you setting up the default gateway as 192.168.0.1 ?

kiwikiwi

455 posts

Ultimate Geek
+1 received by user: 57

#1234535 11-Feb-2015 10:51

FireEngine:
kiwikiwi:
FireEngine:
kiwikiwi: Happened again at 5AM ish.
Restarted the Genius White and it works fine after that.

Ok, "what" happened at 5am? Are you still using Google DNS or Orcon?

Was still using Orcons.

I couldn't ping any IPs, steam wouldn't connect, and phone was down.

Ok, next time you get that can you run a few tracerts to well known services such as Trademe, Facebook etc and post or PM me the results so we can see where the traffic is being stopped?

Will do but a ticket was raised to the UFB team now.

WrEK: Are you setting up the default gateway as 192.168.0.1 ?

No. I have it still set to 192.168.1.1 since it's a habit, I don't think it would make a difference though however.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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