Good morning,
I have the same problem as most of the people in this discussion and I now think that there is really a problem with the current firmware and/or software layer but when you call Swisscom support, you usually get on the first level which is not able to do anything other than ask to do a reset. I’ve been asking for days for them to retrieve the internal logs of my Internet Box in order to do a more advanced analysis on it. I work on RAID storage arrays and I am able to recover the logs and analyze them to establish root causes of problems, certainly they are worth much more than an Internet Box, but the latter does have firmware and a software that runs on the internet with log recovery, so Swisscom, which is the supplier of this product, must have qualified engineers in the backline to do this kind of thing. That said, my problem started about 3 months ago (even though everything had been working fine for 1 to 2 years and the hardware, electrical, etc. modification has not changed). So my Internet Box started restarting randomly once every X days. During the day I quickly notice this because I work from home via VPN. Each time the Internet Box displays “Welcome….” and restarts. My line is nickel chrome, the signal is perfect and even Swisscom confirms it, so it is not at all a problem generated by VDSL micro cuts. On the other hand, I once found the Internet Box in a frozen state, nothing to do except the power OFF/ON. For me the firmware and/or software layer had simply crashed. I contacted Swisscom, but hey, the first level with them doesn’t really meet my technical expectations. That said, I made a backup (even if I do it regularly, I am paranoid about backups for all my equipment), then reset the box and restore. The Swisscom contact told me that if this were to happen again, Swisscom would change the Internet Box. At that time I had already asked that Swisscom capture the internal logs of the Internet Box but they told me that this was not possible. Hmm???? This surprises me a lot and if that were the case, Swisscom would have to stop venturing further into this market because I don’t see how we could make a product more reliable if it would not be possible for Swisscom to capture the internal logs of the Internet Box in order to carry out analyzes and fix bugs. I don’t know what OS is running in the Internet Box but if it crashes, it must have a crash dump or something to analyze, reassure me, or else I’m too used to the UNIX world. Well, sure enough the Internet Box started restarting about 1-2 weeks later. So I contacted Swisscom who replaced this little white box for me. I also used the new power cable (just in passing, I think it’s a very bad idea to have put the big transformer at the male plug on the new power cable, you won’t can’t imagine the weight and the tension that this puts on the female socket when you plug it into the wall, it’s a shame this new design) and I changed the cable between the Internet Box and the telephone connection. Ok, everything was going well for a month and suddenly, boom, it crashed and started again last Saturday. Then again this Monday, it seems that the frequency is accelerating. So I got back in touch with Swisscom. They agree with me that the VDSL line is perfect. I think the problem is with the Internet Box and I have requested that the ticket be escalated so that an engineer can look at the logs. But the person on the phone told me that this would not be possible until a technician came to my home. I still find this ridiculous. At the same time, I have another person at the same level at Swisscom who told me that they looked at the logs with a colleague and according to them, the line is perfect but over 24 hours (86400 seconds) my Internet Box is online for only 86400 seconds on 10/31/2015 and 86254 sec on 10/29/2015. Which means that the Internet Box really restarts every day. So there really is a problem but according to them, the problem is linked to the power line. Power line? Ok, I disagree for various reasons. First of all, the fact that the Internet Box restarts almost every day (sometimes it seems to last a week) does not mean that there is an electrical problem. This answer is a bit to get rid of the problem. This simply means that it restarts randomly but this could very well be a firmware and/or software problem. Above Swisscom has no argument since they are not able to tell me according to the internal logs (which they do not really analyze), if there would be micro power outages or if these are firmware restarts/ software. In addition, on this electrical outlet I have had my Internet Box and a Time Capsule terminal since the beginning. The Time Capsule terminal requires about 2-3 minutes to really wind up and in that time I have the LED flashing. If I really had an electrical problem, both this terminal and the Internet Box would have to restart. However, this is not the case. So unless the Internet Box is so sensitive to micro power outages that only it would see it (in which case I think we would also have to review the software design of the Internet Box), I really don’t think that the problem is linked to the electrical part. No, on the other hand, I have doubts concerning the internal software functions of the Internet Box as well as the central memory application, VPN, DynDNS, etc… I have been trying for weeks to find a correspondence between what I could have modified the internet from the Internet Box and the start of this problem. I had activated the VPN part to connect remotely, and I had inserted a USB key (clean and formatted) to use the central memory function. So this week I decided to do the following:
- Complete initialization of the Internet Box.
- No restore but rather the reconfiguration of what I needed. I left VPN and DynDNS disabled. I have assigned my fixed IP addresses on the LAN, activated parental controls for WIFI, etc… but I do not use the internal applications. I will now see what happens over the next few days and weeks. Then I think I’ll activate the applications step by step and see what happens. Finally, I feel less alone reading this discussion. I think there is a firmware/software problem but to be really effective, Swisscom should look at the logs and use a bit of troubleshooting methods such as Kepner Tregoe to analyze this kind of problem by collecting the information of different customers and trying to find a common denominator. Good day
Nicholas
Thank you for your detailed message.
I’ve had reboots every day since the update in early October. Last night, for example, while I was watching the news on RTS1.
Currently, I have the Internet box connected to the same electrical plug as other devices in my home theater. I’ll isolate it to see if it changes anything, and I’ll let you know.
Thanks for the idea, but it doesn’t seem to be the case for me.
I have the NAS internet box, a managed switch, and three routers (in bridge mode) which have fixed IP numbers, not assigned by the internet box, but in 192.168.1.2-99.
The range 192.168.1.100-250 are addresses assigned by the DHCP of the internet box. I have 3 devices which have addresses statically assigned by the internet box (121, 125 and 202).
Thanks for the address conflict suggestion but that doesn’t seem to come from that to me. I monitor my addresses carefully and some of them are static.
On the other hand, there is a new element following the visit of the Swisscom technician this morning. I’m on copper, so I’m limited to 100/20 speed anyway (all values are in Mbps). The Swisscom cabinet is 250m (actual length of the connection) from my Internet Box. My line is perfect and the previous technician (about a year ago) told me that I could reach 100/20 without anything else. However it seems that Swisscom gateways have always limited me with a profile of 80/15 and I have fought to really reach the speed for which I pay at the end of each month.
In March 2015 (I have all the speedtest, availability and dB measurements on my router as well as the availability indicated on the Swisscom website) I was still limited to 80/15 (flex profile on Swisscom gateways) and my speedtest indicated 75.54/15.53.
Suddenly, in my October 2015 measurements, I noticed that Swisscom now gave me 100/20 availability for my telephone number and I had really switched to this 100/20 flex profile on the Swisscom gateways. Speedtest showed 94.88/22.22.
However, the technician this morning showed me the test on his mobile and their application confirms that I am too limited with this speed.
Fortunately he has other contacts than what we call on 0800 800 800 and his contact confirmed that my flex profile had been upgraded to 100/20 a few months ago. It seems that the gateway mounted this profile on its own and this seems to coincide with the period when my random reboot problem started.
So, they put a fixed 80/15 profile back on their gateway and they will monitor it over 48 hours.
If, like me, you are having problems with your Internet Box randomly restarting for about 3 months, I suggest you contact Swisscom and clearly ask the person they are checking if your flex speed profile on their gateway has increased there. about 2-3 months ago. In this case, give it a try by switching back to a lower fixed profile, but Swisscom needs to change this. The restart problem could possibly come from a line that is too saturated. But if, from my point of view I think that the router is still behaving badly on it it must restart for a saturation problem. I think it should rather resynchronize on the fly and ultimately report CRCs, collisions, etc… but not crash the Internet Box.
Good day
Most of my devices (except tablets and smartphones) are connected by cable with BKS and I know that is not the problem.
This is great because following the visit of the Swisscom technician on Thursday morning, November 5 and following the drop in the profile to 80/15 this did not pose a problem. Then, today around 5:45 p.m. I reactivated and reconfigured the VPN server on my Internet Box. Then boom, around 6:18 p.m., loss of connection, the Internet Box was restarting. So this now proves to me that it doesn’t come from the speed of my line. There is another problem with these Internet Boxes and certainly following one of the latest updates.
Finally….. I am now online with Swisscom, here we go again.
For my part, I assigned a fixed IP address to my PCs connected both via WiFi and RJ45, in order to avoid an address being assigned twice (yes, it happened). I saved my configuration of my internet box and I restarted it with the factory settings (default) then I reloaded my personal configuration on it. Knock on wood because, for the past 2 weeks, no more unexpected reboots at any time of the day. Could this have been THE solution?… Mystery… Perhaps these are the mysteries of IT… Now, I don’t touch anything until the next problem.
a month later
19 days later
Good evening,
also subscribed to Vivo L on fiber, internet disconnection problem, I have to restart the box each time, I have had this problem since I upgraded to the 2.0 box for over a year, they changed the box but that hasn’t changed anything, the problem continues and swisscom how to put it politely, doesn’t care, that’s it, good luck!!!!!!!!!!
Good evening,
Since I got the Box 2.0 with optical fiber (about 1 year) I have constantly had internet outages, I keep calling customer service (poor people) but swisscom doesn’t want to hear anything and this problem is recurring, for example since January 1, 2016 I had exactly 9 internet outages which required a restart of the box and of course I also did resets, but nothing happened changes.
Ah swisscom still changed the box for me once, after many, many, many complaints, also offered to unwind the wires, 1 socket per MDR plug and all these useless suggestions.
I also sent a letter at the end of December 2015, to this day still no response but the subscription increase I received…and my internet cuts continue…
So, good luck to everyone…
I have already tried all their proposals, with 1 plug per socket etc…. but that changes absolutely nothing, Swisscom has a big problem with Box 2.0 but does not want to admit it…..
With 1.0 I never had a single problem…I infinitely regret this 1.0 swisscom wanted to move forward too quickly and now it’s up to us to pay for this unmanaged progress…