T56 loses internet connection 20 minutes after restart

Hallo @AntonioC 

When you have a red globe on the Zyxel which lights are on or blinking on the fiber optic box?

Hi thanks for your reply 

10g, PON and power are on (solid not blinking)

LOS is off.

I checked and after restarting the modem (so in the 20 minutes while internet temporarily works) the lights on the optic fiber box are the same. So LOS is also off…

Not sure what it means though 

Hi @AntonioC, welcome to our Community!

Thank you for contacting us. Would you like to do a full power flip? I wanted to look at it directly with you, but I am not getting a good line measurement. Hopefully I can get a good measurement and find the cause. Thanks in advance!

Powerflip
1.    Unplug the modem and Media Converter/ONT from the power outlet.
2.    Wait at least 10 seconds
o First reconnect your Media converter/ONT and let it boot up for 30 seconds. Only then reconnect the modem to the power.
3.    Plug the modem back in and let everything boot up completely
4.    Check if the connection is stable.

Hi Tommie

Thanks for the offer.

I read this advice already yesterday from other posts and proceed to do a few times. I even included the full factory reset of the modem but no luck. It works for 20 minutes and then the internet bulb goes to red.

I troubleshooter today with the customer service of Odido and they suggested switching to a new modem. They shipped it today and in a few days i will post the results.

In the meantime i am using the mobile phone as hotspot.

Thanks again

Antonio 

@AntonioC Great to read that you’ve spoken to my colleague from customer service and a new router is on its way. I will be waiting patiently for your feedback. 

Maybe this has already been offered, but do you have an unlimited vouchercode? In case that you have an Odido or BEN sim card I can send you one and you can use it for your hotspot. 

Please let me know if you are interested in this. I will happily send it to you!

Oh thanks.

Indeed i was offered a voucher for 7 days of unlimited data for my Odido mobile. I did not know that Ben was also connected to Odido. In fact my wife has a Ben simkaart, if it is not too much trouble it would be awesome to have a second hotspot just in case. 

Do you need het number?

Hi,

I don't want to sing victory too soon but since yesterday evening the modem started working again. It is very bizarre as I did not change anything at all. I did not even have to restart it. 

The firmware number is exactly the same so it does not even seem an update.

Probably will go down again but it was now up for 12 hours. 

@AntonioC Of course, I will send you another code in a private message immediately. In case the internet drops, she can use it to activate it on her phone. 

Thank you also for the update. I immediately did some test to check and indeed see that you are online. However, I still see some faults in the connection. Therefore, I do advice you to proceed with the appointment as planned. At least we make sure that this problem doesn’t return in the future. 

As always, let me know if there is anything else you need. I’m here to help! 😊

Hi

We got the new modem T56. Thanks

Unfortunately, first, the old modem started to malfunction again on Friday and then, when we attached the new modem on Saturday, it gave the exact same issue. We changed the wire as well. What else can we try?

I will try swapping more wires but maybe there is something else?

@AntonioC 

What devices do you have connected to the router with a wired connection? Have you tried removing all wired devices and than see if the WiFi is stable for example?

Oh I did not know that would play a role. I can try that. I have a Nas and two repeaters connected via wire.

Would you suggest removing them then turn on again the fiber optic box and then the modem and only after that reattaching? By the way it is not the WiFi that is not stable but the internet connection, modem to world

It seems to have worked, waqqas. Not sure why nor for how long but I simply unplugged all four ethernet cables without restarting anything and it started again...wow

@AntonioC

One device is causing problems I guess, connect 1 device and see what happens, after that you can do the same with the other devices.

Hi 

I think it was the WiFi repeater! 

After disconnecting it, the modem did not lose connection anymore. Now I reconnected it after rebooting it and so far it has been extremely stable. I think it was related to turning the repeater off improperly.

Thanks I would never have guessed it that an external device would have brought the main modem down.

Thanks

Antonio

Hi all, so far so good. No more troubles after rebooting the external repeater.

Now I am not sure if I misunderstood but I thought I should have received a qr code to ship back the old modem. Is that sent via email in your opinion?

I can't find it.

Shall I call back?