Frequent loss of Internet connection

Roger567

I am using a Centro Business with a fibre optic cable.

At least daily I lose the Internet connection, sometimes for 10-30 seconds or so, sometimes until I switch the router off and on again.

A browser shows a variety of messages when this happens:

- DNS PROBE FINISHED NO INTERNET

- DNS PROBE FINISHED BAD CONFIG

- ERR CONNECTION TIMED OUT

I called Swisscom technical support.

On the one time I got through we got nowhere.

Other times I didn't get through.

So I am trying another approach here.

Swisscom confirmed that the DNS server numbers were still valid.

They say there is no problem with the line.

I have disabled the firewall on the router just in case.

I have also disabled the IPv6 protocol on the network adapters on the PCs.

It happens on different computers, both with wifi and ethernet direct to the router, so I suspect it is the router.

However, it feels like fishing blindly.

What else can I try?

Is there some router settings that are relevant?

Are there any better routers that are compatible with Swisscom fibre optic connection that I could buy?

Swisscom said there was no list of compatible devices (which I find surprising).

Thanks

CarinaR

Dear Roger

That's right, the Centro Business gets automatically the DNS with the connection.

If the router blocks and you always need to physically reboot it, it means it could be the router itself or perhaps a MTU Problem.
The best way to be sure is to try to access to the router when it blocks before to do anything. If we can't access to it it means that's really the hardware that blocks.

When it happens, you can go on the ip of the Centro: http://192.168.1.1 and see if you can reach the Centro page with user "admin" and his own password.

You can also call our technical support and request to change the router (if not already done). For another hardware it depends on your product and abonnement. But
there is also a Fiber Converter on the market. But with this hardware, you need to install a firewall after it and configure the firewall to get internet.

Kind regards,CarinaR

Roger567

Dear Carina,

Thanks for your response.

Indeed very often 192.168.1.1 gives the same error response as other pages, so clearly it isn't getting through the router. As the problem sometimes only lasts for seconds or a minute, it often gets through, but by then all other pages work too.

Replacing the router does not appear to be an option with Technical Support.

So instead we discussed me buying a router with a fibre optic port built in, like the Centro Business, except one that works well.

Technical Support told me that there were no compatibility issues and that any router with a suitable port would work, which contradicted what I had read on the internet about these being ISP-specific.

Do you know if they were correct?

What is a fiber converter? Is it a simple converter from fibre optic to ethernet and then you plug the ethernet into a conventional router/DHCP server?

That would broaden the choice of router. Are there any models known to work with Swisscom fibre?

This is just a one-user setup.

Thanks

Roger

CarinaR

Dear Roger,

If you can't access to the router it means it's a hardware problem and if you need to restart it physically all the time then the technical support needs to replace it and is able to show the logs.

It depends on the product and installation you have also. We only support the connection with the Centro Business. If you buy a converter, we can help you to configure the converter but you need to install a firewall after. We are not able to help you regarding the firewall configuration. You can find more information regarding the converter here:
https://www.studerus.ch/fr/products/cts-cvt-3512-sc/

The best way to find a solution and analyze the details is to contact our technical support number 0800 055 055.

Kind regards,CarinaR

Roger567

Thanks Carina,

I tried Technical Support again.

They were much more helpful this time and are sending a new router.

Best regards

Roger