Router restarts randomly

[Alex_B3R]

Dear Vodafone Community,

I am having a problem with the internet connection as the router is randomly restarting, sometimes several times a day.

Kindly let me know if the community can help & support and which information I need to provide to solve this problem.

I have the Red Internet & Phone 200 Cable packet, with arris tg3442de router.

Many thanks in advance,

Alex

[Moni_GK]

Hello Alex_B3R,

I'd be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Best regards

Moni

[Alex_B3R]

Hi Moni,

I have sent you a PN.

Best regards,

Alex

[Manu]

Hi Alex_B3R,

thanks for the data.

When was the last reboot? Does the router go off completely and reboot or is the Internet only gone for a short moment?

Did you check the cables? Are they all plugged in correctly and firmly?

Best Regards, Manu

[Alex_B3R]

Hi Manu,

the last reboot that I've noticed was this morning, around 09:15 (and 2 times last evening).

When I notice that the internet is not available and look at the router, the router lights are off, starting blinking from the bottom up (red to white), which i interpret as initialization, until all 4 lights are on at which point internet is available. This takes cirka 5 minutes. I think this means that the router has rebooted completely and restarted the service.

I do not see any issues with the cabling, I have checked again now.

Best regards,

Alex

[Manu]

Hi Alex_B3R,

are you okay with me sending a tech guy to take a look at it on site? Is it possible for you to receive a technician regarding COVID-19?

Best Regards, Manu

[Alex_B3R]

Hi Manu,

This is fine, please let's align on the timeslot.

thank you and best regards,

Alex

[Manu · Accepted solution]

Hi Alex_B3R,

I've instructed the technician, the colleagues are calling you to make an appointment.

Best Regards, Manu

[Alex_B3R]

Hi Manu,

I have arranged a meeting with the technician and the router is exchanged yesterday.

I hope this solves the problem, I will let you know in case i encounter issues with the internet connectivity.

Thank you for the support, fast responses and organizing the on-ground support.

Best regards,

Alex

[Moni_GK]

Hello Alex_B3R,

could the colleague solve the problem?

Kind regards

Moni