I’ve been using T-Mobile (DSL connection) for almost a year without any issues. Unfortunately, since about 7-10 days it drops out once every 1 or 2 days at similar time (around 7 pm). The router stays on, but the internet connection disappears for about 2-3 minutes. During this period all devices lose internet connection, and the router’s WAN and INTERNET lights stop blinking.
After several minutes the WAN light starts flashing first, then the INTERNET light, and only after that internet comes back.
I checked the cables running to the router, and everything looks fine. Here’s the log file for the last three drop outs. The weird thing is that the date and time of the system log entries is different from real time. I also tried rebooting the router (also seen in the logs), but it didn’t help.
Date
Type
Level
Log Content
2010-01-01 02:03:02
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 02:03:00
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 02:02:55
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 02:02:53
System
Notice
DSL connection is activated.
2010-01-01 02:03:01
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 02:02:59
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 02:02:53
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 02:02:52
System
Notice
DSL connection is activated.
2021-01-06 21:43:28
System
Warning
User user(192.168.1.114) Reboot from the LAN side.
2021-01-06 20:26:56
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 02:02:56
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 02:02:50
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 02:02:49
System
Notice
DSL connection is activated.
Any help will be appreciated, thank you.
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Hi @alex_mikhailov, welcome to the Community!
It appears as though the Huawei modem shows the wrong date and time and doesn't correspond with the correct set-up. I'll ask our specialist to manually adjust the time and date. This should help fix the disconnection-issue as well. I'll be back with an update as soon as possible!
Sorry for the inconvenience!
Hi @Jason,
Thank you for a swift response! Could you please let me know when the router time is set up? Unfortunately, the dropout just happened again. One more observation - the router interface shows the cable error [8180], even though I checked all the cables.
Hi @alex_mikhailov, our specialist has manually adjusted the time and date; everything should work correctly now. Could you please verify? Thanks!
Hi @Jason , thank you for your help! Unfortunately, the issue doesn’t look to be solved, my internet connection dropped out again 2 hours ago, and some log entries still show incorrect date:
Date
Type
Level
Log Content
2021-01-13 21:56:40
User Level
Notice
User user login from 192.168.1.113 successfully.
2021-01-13 20:14:32
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 01:02:58
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 01:02:51
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 01:02:50
System
Notice
DSL connection is activated.
2021-01-13 14:37:53
User Level
Notice
User user login from 192.168.1.111 successfully.
Hi @alex_mikhailov I’m sorry to hear that. I have a fairly standard question but I want to check it anyway, have you already tried performing a factory reset? This sometimes helps in resolving these kinds of unusual problems. You can perform the factory reset by pressing the small reset button for a few seconds with a paperclip or toothpick until the LED’s light up. After that the modem will re-initialize. Do let me know if this helped. If not then we could maybe send out a mechanic to test the connection and possibly swap out the modem.
Hi @Brian, as you suggested, I reset the router and monitored it for several days. Unfortunately, the dropouts still happen almost every day, and sometimes twice a day.
Out of curiosity - do you see these dropouts on your side as well or it’s more likely that there’s something wrong with the router?
Hi @alex_mikhailov, thanks for your reply!
I've performed a thorough line analysis and see a switch in port two that seems to disrupt the connection. All seven connected devices are affected by a lease time error. Could you please try and disconnect the switch? That way we'll know for sure whether it's caused by the errors or by a different source. We'll get to the bottom of this, I'm certain!
Hi @Jason and others,
Thank you for the thorough analysis! Following your advice, I disconnected the Wi-Fi repeater that was acting as an access point and monitored the connection for several days.
Unfortunately, the dropout happened again around 2:30 am on January, 31. Are you seeing the same switch-related or different issue on your end? What else can I do to reduce the number of possible culprits?
Hi @alex_mikhailov, you're very welcome and thanks so much for following up on the supposed disruption-source. Slightly unfortunate that it didn't seem to affect the general connection, however. No worries though, this definitely helps identifying the root cause.
I've analyzed the main line again and it looks like the disruptions have occurred less frequently, so at least that's a good sign. As for the root cause: I'm almost certain it was a combination of the switches and the overall line stability. Can you verify that no more dropouts have occurred since February 1st?
Thanks for your compliance and patience by the way!
Hi @Jason , unfortunately, there were two dropouts since February 1:
On February 2 at 02:23
2021-02-02 02:23:03
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 02:02:54
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 02:02:48
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 02:02:47
System
Notice
DSL connection is activated.
On February 3 at 10:24
2021-02-03 10:24:23
System
Notice
WAN connection TR069_R_VID_100:IPv4 connected.
2010-01-01 02:02:45
System
Notice
WAN connection INTERNET_VOICE_R_VID_300:IPv4 connected.
2010-01-01 02:02:39
System
Notice
WAN connection Other_B_VID_640:IPv4 connected.
2010-01-01 02:02:38
System
Notice
DSL connection is activated.
It's a bit more stable indeed, but the dropouts still happen every other day.
Hi @alex_mikhailov, handy that you keep such a close track on the outages. I've bundled all the available information and I have sent it to our technical department. They'll monitor the connection and they will try to come up with the best possible solution. Seeing that your connection has been stable for the last couple of days, it might take us some days before we have the necessary data to make a good conclusion.
However, I can assure you that we will be working hard on the dossier and we will certainly keep you updated!
Hi @alex_mikhailov, I hope that you have enjoyed your weekend. We've closely analyzed the connection in the last week, and we did not detect any further outages. I'm happy to see that the connection has stabilized and I wish you lots of fun with our internet!
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