2Degrees PPPoE Timeout Error

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kmashlan

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#321536 26-Aug-2025 16:01

Hi all. I have been searching the forums to see if I can find an answer to this, but I couldn't find something that seemed to match.

I have a 2D FritzBox 7490 and been getting disconnects and slow response like it is having problems with sending and receiving packets. This started a few weeks ago. A disconnect would last randomly between 5 and 30 minutes, and rebooting the ONT and Router didn't fix it - time seemed to be the fix.

I phoned tech support and they suggested I configure my static IP manually in case of conflict, but then could only give me the IP, not the subnet, default gateway or DNS details. Long story short, it killed everything, then they suggested a factory reset which got it back online. They then changed my static IP in case of a conflict and another factory reset to pick up the changes. Again, back online with new IP. However, my land line didn't work - wasn't registered.

All this time, no errors on PPPoE Timeout, and things seemed good.

I rang back about the landline, and they did something and (another) factory reset and it picked everything up. However, once the phone number was registered, the PPPoE errors came back. Only thing I could see is the username for the internet connection changed from "2d-factory" (or something like that) to <username>@2degrees.nz. And the phone no showed up as registered.

I have attached a extract of the log below.

26.08.25 15:35:52 PPPoE error: Timeout. [2 messages since 26.08.25 15:35:38]

26.08.25 07:54:04 PPPoE error: Timeout. [4096 messages since 25.08.25 15:57:32]

25.08.25 15:57:18 PPPoE error: Timeout. [3 messages since 25.08.25 15:56:50]

25.08.25 15:56:36 PPPoE error: Timeout. [1990 messages since 25.08.25 08:11:58]

25.08.25 00:03:32 PPPoE error: Timeout. [4096 messages since 24.08.25 08:07:00]

24.08.25 08:06:46 PPPoE error: Timeout. [3404 messages since 23.08.25 18:51:53]

23.08.25 18:51:39 PPPoE error: Timeout. [110 messages since 23.08.25 18:26:11]

And the connection: (masked the IP in case...)

23.08.25 16:46:12 PPPoE error: Timeout. [12 messages since 23.08.25 16:43:38]

23.08.25 16:43:25 IPv6 prefix obtained successfully. New prefix: xxxx:4400:4180:3f00::/56

23.08.25 16:43:25 IPv6 internet connection established successfully. IP address: xxxx:4400:4000:803f::1

23.08.25 16:43:24 PPPoE error: Timeout.

23.08.25 16:43:21 Internet connection established successfully. IP address: 101.100.xxx.xxx, DNS server: 202.180.64.10 and 202.180.64.11, gateway: 101.98.0.121, broadband PoP: akfor-bng2

23.08.25 16:43:09 Internet connection cleared.

Anyone got any ideas?

Thanks in advance

Ken

muppet

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#3407620 26-Aug-2025 16:23

Sounds like you might have something on your network, something bad probably, generating a lot of traffic. I.E one of your devices might be part of a botnet. The massive outbound traffic stops the router being able to send its PPPOE keepalives. This lines up by the slow traffic you mention as well.

I would ask 2d to provide any utilisation graphs/ figures they can show you for your service. That might help isolate the problem.

If it's not very bursty excessive traffic, then potentially there is a problem with your fibre service. I expect that 2d will have ruled that out by now though.

Try turning off any windows PCS and just browsing via Wi-Fi on your phone. Is that okay? If so, slowly turn devices on until what you've turned on seems to cause the problem. That would be the one to investigate in detail.

Note that I'm not saying you DO have a compromised device, only that it's an option that fits the profile of the problem you're talking about.

kmashlan

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#3407669 26-Aug-2025 20:43

Hi.

I did have a look at that. Looking at the router the network traffic is near zero. It seems to log timeout errors even if no devices are connected to it. I will try replacing the cable between the router and the ont. maybe something weird is going on there.

kmashlan

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+1 received by user: 9

#3412344 8-Sep-2025 09:57

OK.

I tried a new cable from router to ONT no change. Note that I did these tests with nothing else connected to the router, except my phone to see the logs.

Tried swapping the router to another of the same type. Same errors. It seems to point to either the ONT or something in the 2Degrees network.

Of note, the timeout errors (on both routers) only happens when the phone line is established. When it does this it changes the user/pw of the internet account. I suspect this is the issue. If I factory reset the router and it goes back to the factory 2deg user, it is fine. Eventually it picks up the phone number registered, changes the user/pw and reboots the router. It is after that the errors occur.

It is clearing the connection usually once a day. Not at the same time, but just randomly. It then stays down for anything from 5 to 30 minutes, and comes back online.

I will call 2Deg again. :)

nztim

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#3412389 8-Sep-2025 12:13

@bmarquis can you check the ONT ?

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

BMarquis

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Chorus

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#3412411 8-Sep-2025 12:34

nztim:

@bmarquis can you check the ONT ?

I could but this makes it sound like an issue that is not very ONT-like in the cause...
"Of note, the timeout errors (on both routers) only happens when the phone line is established. When it does this it changes the user/pw of the internet account. I suspect this is the issue. If I factory reset the router and it goes back to the factory 2deg user, it is fine. Eventually it picks up the phone number registered, changes the user/pw and reboots the router. It is after that the errors occur."

It might actually be good one for @sounddude - and he can sync up withe me in the background if our network needs checking

kmashlan

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#3412764 9-Sep-2025 07:06

Update.

It cut out a couple of times yesterday, Sio I called 2deg. They saw the ont as having red lights, although it had 2 green. It drops the lan light when it disconnects.

Chorus came around and have replaced the ONT. The timeout issues still occur, but they may not be what was causing the connection to drop. Will give it some time and see what happens.