Internet cuts for hours

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B00Bam

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Apr 21, 2017
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Hi everyone, ive got a problem with my internet here at home, the problem is that it randomly cuts of for hours or even for a whole 24h.


We have tried contacting our costumer service and they say the reason it disapares is because we over use it. I dont belive that to be the problem because there are some cases where no one is using it ans it disapares.


I have no idea if its a computer in tje netwprk that is some how causing this or what it coyld be, ive tried most things like turning everything on an off for a minute and some times even whole nights. 


On the box/modem/router(No idea what its called) that contains the fiber, usally has 3 lights on wich is Power, WAN and LAN. When it goes away the Power light and the LAN lights are on while the WAN light is off.


I also tried to repair it by reinstalling my device, but nothing happend.

 
Solution
InvalidError

The only 'fix' is to find where the problem is and fix that.

A hard fault on the line would be simple: plug in an OTDR, it will measure the round-trip delay between the laser pulse and signal reflections from the break, the distance to the fault can be estimated with pretty good accuracy from that to locate the fault so it can be properly assessed. Your best chances of getting the issue resolved would be for the problem to occur while the tech is on-site.

With intermittent issues, the OTDR (Optical Time Domain Reflectometer) may not be able to detect clear telltale signs of a bad connection at the time of measurement and the tech will have no idea where to troubleshoot...
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InvalidError

InvalidError

Titan
Moderator
May 18, 2007
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If you are losing optical side as implied by the WAN (Wide-Area Network) LED going out, then either the ONT is defective or there is a problem (break, bad splice, bad ferule, bad cleave, etc.) somewhere along the fiber's path that is causing intermittent signal issues.
 
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USAFRet

USAFRet

Titan
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Mar 16, 2013
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If the WAN light goes off and it affects ALL devices in the house, either the terminator box is failing, or it is something outside your home.

You need to keep a personal log of exactly when this happens and for how long.

Them blaming "overuse" is just that guy trying to get you off the phone faster.
If they blame that, have them prove it, with actual numbers and policies.

Document document document.
Call call call.

There is no temporary fix for this...it appears to be outside your control.
 
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InvalidError

InvalidError

Titan
Moderator
May 18, 2007
23,815
5,265
108,890

The only 'fix' is to find where the problem is and fix that.

A hard fault on the line would be simple: plug in an OTDR, it will measure the round-trip delay between the laser pulse and signal reflections from the break, the distance to the fault can be estimated with pretty good accuracy from that to locate the fault so it can be properly assessed. Your best chances of getting the issue resolved would be for the problem to occur while the tech is on-site.

With intermittent issues, the OTDR (Optical Time Domain Reflectometer) may not be able to detect clear telltale signs of a bad connection at the time of measurement and the tech will have no idea where to troubleshoot from. The problem may be anywhere from your ONT to the ISP's OLT.
 
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Solution
USAFRet

USAFRet

Titan
Moderator
Mar 16, 2013
171,815
18,142
184,590


Years ago, my former Cox cable connection would go down 3-4-5 times a week.
After much yelling, service calls, and keeping a log, I got to where I could predict to within 15 minutes as to when it would die.

"Hello, can I help you"
'Yes, I'd like to report my "daily internet outage" Not yet...10 minutes from now.
Please check the signal coming into my house'

"OK".

9 minutes later....
Poof...it died.
"holy crap!"

It turned out, one of their upstream boxes was dying due to temp and humidity.
Only by detailed logs on my part were we able to actually determine the issue lived upstream somewhere.
 
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