Thema "Re: *** marked as completed but nothing changed?" in Archiv_Störungsmeldungen-Internet-TV-Telefon-DSL

*** marked as completed but nothing changed?

mangatmodi — Mon, 25 Jun 2018 18:15:38 GMT

I raised a fault service request(***) where my internet connection gets completely dead. Only troubleshoot is too restart the router. After every 15-30 mins I have to restart the router.

Note that:-
1. I have directly connected with cable too, it is still dead so not a wi-fi fault.

2. The problem is quite old. It required 1-2 restart in whole day, but now I need to restart after every 15 mins.

3. The ticket was marked completed, but the situation is same.

** Google Translate **

Ich habe eine Fehler-Service-Anfrage (***) ausgelöst, bei der meine Internetverbindung komplett zerstört wird. Die einzige Problembehebung ist, den Router neu zu starten. Nach jeweils 15-30 Minuten muss ich den Router neu starten.

Beachten Sie, dass:-
1. Ich habe auch direkt mit Kabel verbunden, es ist immer noch tot, also kein Wi-Fi-Fehler.

2. Das Problem ist ziemlich alt. Es erforderte 1-2 Neustarts am ganzen Tag, aber jetzt muss ich alle 15 Minuten neu starten.

3. Das Ticket wurde als abgeschlossen markiert, aber die Situation ist gleich.

Edit: @mangatmodi moved in to the right board, also ticket number removed

Betreff: *** marked as completed but nothing changed?

reneromann — Mon, 25 Jun 2018 19:06:40 GMT

Can you please attach a screenshot of the line statistics if the connection is alive? Maybe the line is faulty and your router needs a reboot as it is not able to cope with the faults. The other thing could be a faulty router...

Betreff: *** marked as completed but nothing changed?

mangatmodi — Mon, 25 Jun 2018 20:33:09 GMT

@reneromann

Thanks for the reply. Could you help me to locate the line statistics page? I am using Sagemcom FAST5460 router. Is it at Router > Cable Modem > Connection

Betreff: *** marked as completed but nothing changed?

reneromann — Mon, 25 Jun 2018 23:12:27 GMT

Yes...

Re: *** marked as completed but nothing changed?

Jens — Wed, 27 Jun 2018 10:29:48 GMT

Hello mangatmodi,

if you find the statistics, sent me also a pm with your customer data.

Regards

Jens

Edit: Ticketnumber removed.

Re: *** marked as completed but nothing changed?

mangatmodi — Wed, 27 Jun 2018 10:30:11 GMT

@Jens @reneromann
I have sent you the line statistics when the line was not working. Note that the line led in the router either blinks slowly or totally get off when its not working. Otherwise we have a solid stable light

@Jens I have also sent you the private user data you requested.

Edit: Ticketnumber removed.

Re: *** marked as completed but nothing changed?

mangatmodi — Wed, 27 Jun 2018 10:30:37 GMT

Sorry guys,

Google translate is messing up the input I am typing. Basically I have sent line statistic to each of you.

Edit: Ticketnumber removed.

Re: *** marked as completed but nothing changed?

reneromann — Wed, 27 Jun 2018 10:30:59 GMT

Seems your line needs to be fixed...

The signal power level for the downstream is 10 dB too low and the signal level for the upstream is 6 dB too high - I would say that a technician should check the amplifier settings in your house.

Edit: Ticketnumber removed.

Re: *** marked as completed but nothing changed?

Jens — Fri, 29 Jun 2018 09:51:10 GMT

Hello mangatmodi,

thanks for you pm with the statistic. But i can't see your cablerouter. Did you hook him up to the power?

Regards

Jens

Re: *** marked as completed but nothing changed?

mangatmodi — Fri, 29 Jun 2018 09:51:26 GMT

Yup, the router is plugged into power. It simply disconnects from outside world after few minutes/hours. That time is inconsitant.

Re: *** marked as completed but nothing changed?

mangatmodi — Fri, 29 Jun 2018 09:50:38 GMT

@Jens

Vodfaone asked me too book appointment at my faulty tickets page. I couldn't get it because its broken. I tried different browsers, computer etc. Its not at my end.

Re: *** marked as completed but nothing changed?

Jens — Fri, 29 Jun 2018 09:50:51 GMT

Hello mangatmodi,

as I can see, a technician was with you and fixed it. And the big part is that your connection works.

Regards

Jens

Re: *** marked as completed but nothing changed?

mangatmodi — Mon, 02 Jul 2018 18:45:27 GMT

Hey Jens,

Yes he resolved the issue. It was as suspected low power to the socket.

Thanks,

Re: *** marked as completed but nothing changed?

Manu — Thu, 05 Jul 2018 08:41:36 GMT

Hi mangatmodi,

It's nice to hear everything's working, after the technician got to you.

Do you have any more questions? Or can I finish the article here?

Best Regards, Manu