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UltraFast HFC & Home phone - reing dropouts (daily)

Starter Poster
Posts: 3
Registered: ‎12-06-2019

UltraFast HFC & Home phone - reing dropouts (daily)

by betnevnz Starter Poster
Message 1 of 7 (260 Views)

My parents - both in their 80's - got the new inrtegrated wifi/boradband/internet/Vodafone TV service installed on 28/5/19.

 

They are getting recurring issues with the internet, TV and phone dropping out. It is almost a daily event, and sometimes more than once a day. 

 

They have ben following the advise on the help line - turn everything off, wait 30 seconds and then turn it back on again and wait for everything to reset. The problem with this 'solution' is that they need to know that it has dropped out to initiate this remedy.

 

The contact message also says, contact us if this happens regulary, but after a couple of cals to the contact centre (after a long time on hold - my current call is 29 minutes) the person that they talk to at the other end can't provide any information about why it is dropping out, why it is dropping out so regularly or what they can do about it.

 

Has anyone else had this problem?

Starter Poster
Posts: 5
Registered: ‎15-05-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by CappaPatel Starter Poster
Message 2 of 7 (189 Views)

Yes i have the same issue, have like 30 plus drop outs a day and wifi was the main issue loss on connection on mobile and also my wifi camera disconnecting.. they said was fauly modem, sent new one, still issue, said was cable, so reaplaced and still same, then said was my wifi extender, etc.. then they just stopped responding by email..  i get less frequent drop outs but on my modem 192.168.1.1 still shows heaps of errors and dropouts on wifi .. They say they dont see any drop outs at all on their end.. think they playing dumb.. as chorus would need to come out and check and if it was my fault they would charge me.. so over it.. just living with it now.. 

 

Starter Poster
Posts: 11
Registered: ‎11-07-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by iambobthefish Starter Poster
Message 3 of 7 (183 Views)

I'm also having the same issue, I'm taking a fairly detailed log of the outages.

 

I've had Downer come out and check the cable signal - all fine. I've also re-connected the original WiFi hub, still having the same issue.

 

Burying their heads in the sand, but hopefully if enough people come to them with the same issue they'll have to sort something out.

Starter Poster
Posts: 5
Registered: ‎15-05-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by CappaPatel Starter Poster
Message 4 of 7 (181 Views)

What area are u in ?  do you use their vodafone hub ? do you have alot of wifi connections ? i have about 21+ but not all on at same time.. well not usually .. 

Starter Poster
Posts: 11
Registered: ‎11-07-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by iambobthefish Starter Poster
Message 5 of 7 (179 Views)

Paraparaumu Beach.

 

No, we don't use their hub. We have a separate Mikrotik router for our wired network, and a couple of WiFi access points. The internal network remains operational at all times, just the internet which drops out.

 

We only have a small number of devices (wired or WiFi). The drop-outs also occur randomly, even throughout the night with very little traffic.

 

I have since re-connected the original Vodafone hub into the second modem port, but the internet drop outs still happen on that separate connection at the same time.

 

Looks like either the modems are poor quality, or there is something going on upstream at Vodafone.

Starter Poster
Posts: 5
Registered: ‎15-05-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by CappaPatel Starter Poster
Message 6 of 7 (177 Views)

I have sent them this snapshot and they like nothing is on their end.. what a load of crap.. look at the drops. lol 

 

 

wan stats 

Interface Type Recvd. Bytes Pkts Errs Drops Trans. Bytes Pkts Errs Drops

adslpppoa00000000
vdsldhcp00000000
wandhcp937658961175579746015811466590568209801800

lan stats 

Interface Recvd. Bytes Pkts Errs Drops Trans. Bytes Pkts Errs Drops Devices

eth02755875440360088135011963317723852724318497001
eth157182666578916950088516999144971028001
eth26743818072440305117818926786485992001
wl01622790139
Starter Poster
Posts: 11
Registered: ‎11-07-2019

Re: UltraFast HFC & Home phone - reing dropouts (daily)

by iambobthefish Starter Poster
Message 7 of 7 (161 Views)

I've just spent the last couple of hours with tech support. I've performed a factory reset on the cable modem. Another tech support person took me through performing a reset on the Ultra Hub, because he didn't appear to understand I wasn't using it.

 

I'll let you know if the cable modem reset has had any effect. I'm using a program called StarTrinity, which continuously pings an overseas server, and keeps a detailed log of when the outages are occurring. It may be worthwhile for you for troubleshooting if you aren't getting anywhere.

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