2Degrees Broadband - Continuous Disconnections

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2Degrees Broadband - Continuous Disconnections - Any Help or Any Leads

nzitsupport

5 posts

Wannabe Geek

#303950 22-Mar-2023 19:48

Hi Everyone,

No help contacting 2degrees Customer Care!!!

- My internet keeps disconnecting multiple times a day when I check router settings it is not getting DHCP config from ONT

- When I see ONT obviously it does have only power LED rest of the LED's are off if I reboot the ONT again I will be connected

- So basically, every time I lose internet I have to go and reboot the chorus ONT.

- I recently got static IP from 2 degrees even after there is no change same issue.

- I used my own router TP-LINK ER605 same issue even on ORBI RBR350 same issues

2 degrees Service Desk Suggested.

- they want me to monitor more days they want me to have 4 -5 disconnections a day and prove it then only they can log a fault to Chorus ( i know they want to follow process but so stupid )

- it is so frustrating loosing connection multiple times a day.

if someone could shed some light towards right direction

- is that something physical cables I am using? or the link between chorus and

Thanks In Advance Everyone :)

Linux

11413 posts

Uber Geek

Trusted

Lifetime subscriber

#3053483 22-Mar-2023 20:09

If I read that correctly sounds like a dodgy ONT

nzitsupport

5 posts

Wannabe Geek

#3053486 22-Mar-2023 20:21

Thanks!!

Guess what it's brand new connection and this is latest version of ONT box with wireless.

So looks like I should watch out for unexpected disconnections randomly and prove it them.

2degrees mentioned they can send a Chorus engineer but they are going to charge if they don't find fault in the box.

Not sure how it can be found. 2degrees service desk mentioned they ran remote diagnosis but couldnt find any issues with it.

Just making sure that if any config from my end not messing up the connectivity.

I did reset the Orbi just to rule out my router is dodgy. But even then I had same issue then I requested for static IP I got the email around 9 PM

I switched back to my tp link router fine until morning disconnected around 10 not back online until 7 until restarted the ONT.

nzkc

1571 posts

Uber Geek

#3053487 22-Mar-2023 20:23

Based on " - So basically, every time I lose internet I have to go and reboot the chorus ONT." I agree with @Linux.

No way should you be getting "regular" disconnects. And definitely not multiple a day.

Only thing I can suggest, which I think you have tried, is to swap the router to confirm its not that causing problems in some way.

nzitsupport

5 posts

Wannabe Geek

#3053488 22-Mar-2023 20:36

- yeah! true I did think about that assuming some ISP's allow the connection on router MAC's address

- Skinny had similar thing I had to use same MAC address from original router may be I'm wrong but never had single downtime for whole life of the connection (1.5 year)

duffles

100 posts

Master Geek

Trusted

2degrees

#3053649 23-Mar-2023 09:06

nzitsupport:

- When I see ONT obviously it does have only power LED rest of the LED's are off if I reboot the ONT again I will be connected

To me, this sounds like the ONT is losing optical signal, if it's only showing Power. Potentially a semi broken fibre lead. Although, the LAN LED should be responsive too.. So the ONT might actually be faulty. Hard to say without seeing it myself.

nzitsupport:

2degrees mentioned they can send a Chorus engineer but they are going to charge if they don't find fault in the box.

Every time a fault is raised, there's a chance of a 'No Fault Found' fee from the network provider to the ISP which is then passed on to the customer. This is a standard spiel that every customer gets when raising a fault.

I'd suggest giving Care another call and be a little more persistent. Ask them to check historic disconnects, alarms on the ONT etc.
From your description, it sounds like an obvious fault to me but I could be missing something.

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

nzitsupport

5 posts

Wannabe Geek

#3054208 24-Mar-2023 17:48

@Master Geek

Thanks for your view!

It became too worse now. Getting disconnected every few minutes constantly.

But this time ONT behaviour is different. Power, LINK, LAN stays active AUTH led playing up stays active sometimes not. (So, what it means router has WAN information all the time)

whenever I disconnected, I check my router status I see it still has ip,gateway,dns information coming through from ISP but cannot ping their DNS or 8.8.8.8 (previously no uplink at all)

Router behaviour logs

----------------------------------

What can I see on router logs every few minutes WAN DHCP lease expired it tried to get an IP again is see this line every couple of minutes is that expected?

I've tried with these 3 different routers. ER605, VRV9517 (smart modem from skinny) , RBR350 (orbi) - all these three routers behave the same.

nzitsupport

5 posts

Wannabe Geek

#3059105 4-Apr-2023 18:35

Resolved by replacing the ONT box