Störungen im Kabel-Netz

[guilgec]

Hello,

I am having problems with my connection similarly to the posts "Bad router signal"  and "Interferences in the cable network (Multiple internet disconnects every day)"  . I was also previously an UnityMedia customer.

I moved apartments in the last month and the same issue still occurs in the new apartment.

Randomly through out the day my connection becomes slow or completely unavailable. In the old apartment I was able to solve the issue by restarting the router (new power-on cycle). I did not log every disconnection but the problem was happening for several months already. 

In the new apartment, I noticed that the router firmware was updated and now randomly the connection becomes unavailable and the router restarts itself. Now the issue is more frequent.

The router model CH7465GL-LC.

Attached you can see the router log. Every time the router restarts there is a "critical" entry.

I am looking forward to a solution as well.

Regards,

G. Cavalheiro

[Tina]

Hello and welcome to our community, guilgec.

Have you checked the wiring for damage? Have you moved within the town/city? For a closer look send me the following informations in a private message:

full name

date of birth

address

customer number
 

Write a short reply here afterwards.

Best regards

Tina

[guilgec]

Hallo Tina,

Yes, I have checked the cables and the router power supply.

For example, when running a ping test to the router I get in average 3-5ms (connected via Ethernet cable).

I doubt the power supply is the root cause to my problem because I can see the router LEDs blinking when there is a disconnection and I am able to log into the router settings and capture the logs. By simply restarting the router everything gets back working.

I moved from Baden-Baden to Rastatt.

BR,

GC

[Tina]

Thank you.

Are you agreed if I replace your hardware for free with a current model?

Best regards

Tina

[guilgec]

Hallo Tina,

Thank you for the feedback!

Yes, I agree with replacing it. 

Please then let me know what are the next steps from my side.

VG

GC

[Tina]

I have ordered the free exchange. You will receive the new hardware in the next few days. There is also a return bill for the current router in the package. Please send it back as soon as possible. Please let us know how the new device is doing.

Best regards

Tina

[guilgec · Accepted solution]

Hello Tina, 

Thank you for the support! I have received the new HW and intalled it successfully. I will be testing it in detail over the weekend. 

Regarding the returning label, there was no returning label in the box, just the installation manual. How shall I proceed?

VG

GC

[guilgec]

Here is my feedback: after replacing the old router by a newer model, my connection became stable for more than 10 days straight. By checking the router's event log, no entries are given.

Thank you!