Broadband woes

[Romeo+W]

I found the OP. He mentioned remaking the connection fixed the problem. What does this mean?

[JimM1]

@Romeo+W OR had engineer redo the fibre connection at the splice joint for entry to home.

It is one more posibility of fault, as i said tread carefully and start to read example post 29 or whatever i mentioned before. Jim

[Romeo+W]

@JimM1 I thought things had been sorted but I've come home this evening to the "orange light of death". Sadly the chat window has been closed so have no way of communicating with Tom from sky. I've not done any sort of reboot as I want them to run a test when it's not working. 

[Romeo+W]

@JimM1 @Tom-W19 An update - after the same issue yesterday the network team have told me to do the following if it happens again:

1: Disconnect all ethernet cables from the back of the hub.

2: Press and hold reset button for 30secs.

3: After 10mins only reconnect the ethernet cable from the ONT to the hub.

4: leave for 2hrs before connecting the other ethernet cables.

Has anyone else had this advice? Has it worked?

[JimM1]

@Romeo+W Never heard of that advice before, but can see some of the logic behind it, and would advise to follow. there may be a reason that someone is trying to follow from the network team,

point 1, clear network first.

point 2, router is getting a factory reset, to oob condition.

point 3, looking to get a new ip address, old way of doing it, dont think it will work.

point 4, let network stabilise before connecting other devices.

Hope this info helps.

Jim

[Romeo+W]

Thank you. I will keep you updated. 

[Romeo+W]

@JimM1 I thought I'd update you. I had the broadband drop out again. I tried the restart method they suggested but it happened again. I finally managed to get an engineer to come and investigate the problem. He was convinced that the issue was the asus access point that was causing an issue. Something to do with the DHCP. The connection wasn't sure if the Sky Hub was the router or if it was the ASUS access point. I told the engineer that the access point was only being used to send the WiFi further around the house. He agreed to install a couple of booster boxes around the house. Hopefully this is sorted. If not they have agreed to arrange an open reach engineer visit and if they can't find a fault I will be allowed to leave with no termination fees. I did find out that I only have 6 months left on my contract anyway. Might consider ZEN. Heard good things. 

[JimM1]

@Romeo+W It's good that you have persisted to try and find the fault, possible that the asus is maybe causing the issue, but logical that trying hopefully that the sky booster's that the engineer has installed will clear the problem, as you say time will tell. As far as i can gather there is NO one apart from BT having success with the VOIP that is attached to the router for Landline Telephone, I have just ditched my landline and moved from sky after 20yrs to EE, and on there forums that is EE customers are also having all kinds of problems with Landline issue's. Whatever you decide, i would start looking on the user forums for the ISP before making any move, regarding VOICE for telephone Landline, with most having mobile these day's. I only kept mine because of dad, but unfortunately he passed. And as i had the old style connected direct to the cable and not via router was not to much of an issue apart from the odd occasion when it just got screwed up, but at least it did not kill the broadband. Keep me in the loop how it goes. Jim   

[Romeo+W]

@JimM1 Sorry to hear about your dad. The only reason we have a landline is because of my 97 year old Nan, however she's happy to call the mobile so we won't get a landline next time. I've considered EE as I have a mobile contract with them. I'm guessing you've had no problems. I did also consider BT as it's there phone line. Thank you for all your support. 

[JimM1]

@Romeo+W EE hub the latest, Smart Hub +, web interface is dire, and you have to use the App on mobile to do certain things, due to being WiFi 6 (AX) no split bands, does not play nicely with Asus Router/Extender in AP or Router mode, but no issues you just have to look on each to make sure that they are all working together, also same with powerline from TP-Link, so apart from that and also the Landline issues that i do not even have to consider 3 weeks in, got web and app now all in sync with each other and working A-OK, Lot's of people complaining on forum regarding issue's but i did broadband first, then changed mobile from O2 to EE, synced them all up and working great as far as i can see. No way to use the Sky Booster just did not like the Mesh.

So Primary Router is the EE because of FTTC connection, waiting on OR for the FTTP fibre, soon hopefully, Asus XT8 with RP-AX58 extender, in router or AP mode, both work, Powerline for Network to SAT box, also WiFi on the powerline 2 units, one for Ring Doorbell and Ring Camera, and Garage for wife on the running machine. There is allways something to look at but as i say really good and no issues.

Take care of the old one you really miss them when there not about. Jim

[Romeo+W]

Well @JimM1 , my wife came home at lunchtime to the orange Voice light. I'll post the log from that time as it is different this time. 

Styles

11:34:14 syslog: WAN IPV6 UP

11:34:14 syslog: Voice IP Connection Up: 2a02:c7e:2f3c:d300:1/64

11:34:14 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6:

[D210238C028158/B4BA9DDF6FA8/5.65.242.148/7.03.0509.B/2a02:c7e:2f3c:d300::1]

11:34:18 syslog: TR69: Connect to Production ACS

11:34:18 syslog: TR69: Connection to ACS Complete

11:34:24 syslog: Voice Configured

11:34:25 syslog: TR69: Close ACS Connection

11:34:28 syslog: Voice Initialized

11:34:28 syslog: Voice Connecting

11:34:28 syslog: Voice HARDENING

11:34:29 syslog: Voice Connected

11:34:29 syslog: Voice Disconnected

11:34:34 syslog: Voice Delnitialized

11:34:36 syslog: Voice Configured

11:34:40 syslog: Voice Initialized

11:34:40 syslog: Voice Connecting

11:34:41 syslog: Voice Connected

12:02:27 syslog: Lease renewed 3600 jp.5.65.242.148

12:04:00 syslog: WAN IPV6 UP

12:27:03 syslog: Lease renewed 3600 jp. 5.65.242.148

12:34:00 syslog: WAN IPV6 UP

13:00:57 syslog: Lease renewed 3600 jp. 5.65.242.148

[JimM1]

@Romeo+W So? With the orange light on the VOIP voice, did you have the same effect, broadband was just not working no Internet connection. How did you fix, ethernet cable removed, power off/on to fix.

Let me know if you can. Jim

[Romeo+W]

Same as before. No internet and no phone line. The wife wasn't sure what to do so she switched it off and on again. I had a call yesterday from Sky asking if I wanted to remove my complaint. Luckily I didn't. They phoning me next Tuesday so I will tell them what happened. 

[JimM1]

@Romeo+W There are a couple of issues ongoing with the VOIP on sky, this has been going on for a long time now, is quite intermitent and does not affect all customers, so this can be down to the equipment that is in the exchange, once you lose the voice that router locks up and there is no recovery what so ever. I tried to get you to look closely and if you go back over your post's you will see that sky have admitted that there is an issue with the orange voip light, they won't say exactly what it is but hopefully the call with the engineer that you have will help. There is no way that the call can be closed, its not resolved, and hopefully sky are monitoring your line see the issue and have a solution for you.

The only one that i can see having got it right are BT, but they are pushing every one to EE now, and there forum is full of VOIP issue's with there implimentation of voice, dont understand why, you would think BT should have stepped in and said, look this is how it needs to be done, we had all these issue's and this is what it took to get it sorted. So ISP trying to get it right just now is not so great, may be a small number so ignore and hopefully it goes away. There has got to be a network engineer in sky who knows what is going on, this is were it needs to go. Keep me posted always looking out to help if we can.

[Romeo+W]

Sky promised that if it happened again they'd send an openreach engineer to check the connections at the exchange, ONT etc. Maybe that will show a problem. I've heard good things about ZEN broadband. Do you have any experience of them?