Getting constant dropouts on FTTB lately

[arasukoh]

Hey all,

Long time customer here. We've been getting constant dropouts on FTTB lately. As an example, starting from last night to this Sunday morning, we've had quite a few dropouts. I've done the following:

1. Soft reset
2. Power cycle
3. Hard reset

Even after the hard reset, we had a dropout immediately. Please help. Thanks.

Firmware Version: 1.1.0 0.9.1 v5006.0 Build 200826 Rel.77218n

Hardware Version: Archer VR1600v v2 00000000

[Ahra_G]

Hi @arasukoh, 

We've also noticed a few disconnection. For us to check further, please provide the required information below: 

• Are you using a homephone?
• What are the status lights on the modem? 
• How many devices are connected both wired/wireless? 
   

Thanks! 

Ahra_G

[arasukoh]

Hi,

1. No, we don't use a homephone

2. Power, DSL, Internet, 2.4Ghz, 5Ghz and LAN4

3. In total, we have about 10 devices that are connected but not at the same time. We are a household of 2 adults and 1 child.

[Ahra_G]

Thanks for confirming, @arasukoh. 

We have raised the issue to our Engineering team for further investigation. Please ensure to keep the modem connected and powered on for remote testing purposes. 

We'll be using the contact number on file for updates via SMS/phone call but if you have an alternative number, you may send it securely via private message. 

-Ahra_G

[arasukoh]

Hi guys,

We're still experiencing dropouts at least once or twice a day. Is there anything else we can do about the issue, please? We can't keep getting disconnections during important meetings.

Firmware Version: 1.1.0 0.9.1 v5006.0 Build 200826 Rel.77218n

Hardware Version: Archer VR1600v v2 00000000

[BasilDV]

Hi @arasukoh

We'd like to raise this to our Senior tech team for further checking.

Please shoot me a PM with your preferred time and best number to be contacted today.

BasilDV