Hardware error and still no replacement?

Hi

My router (Internet Box) resets itself approximately every 50 minutes when streaming and with heavy internet usage.

LED turns red, network is gone and after 20-30 seconds it is active again.

Standard exercises, restart, reset, cable,… tried everything.

Called customer service and they confirmed that they were seeing the router restart (new WAN IP request).

YET they want to talk me into hiring a technician for a flat rate of 80.-.

Why can’t this device be replaced or why does calling Kundencenter have to be so frustrating.

As hot as the thing is, I would even suspect that it is overheating due to the heavy load and thus leading to a reset.

How is a cable supposed to be responsible for the router restarting itself after a certain time??!! or a “bad line”??!!…

Where can I replace this thing without having to wait forever and then be brushed off by customer service?

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Sali meat cheese

Your problem can have several causes, but it is not so easy to see from the outside where the cause of the problem is.

That’s why I would recommend that you accept the customer service suggestion because if the router is actually defective and it is within the warranty period, the technician will replace it free of charge without a flat rate of 80.

However, if there is a problem in the cabling between Std. and the router or house installation, this will be charged and this will cost more than 80.-.

Furthermore, it is also possible that the connecting cable has a problem and this was not billed for either.

However, it is important that possible costs are pointed out by customer service as Swisscom does not own the entire line ;-)

“In my opinion, if the line is clean, the Internet boxes usually run relatively stable unless it is really defective.”

Greetings Ruedi

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So that the information also gets in here. According to our measurements, the problem is caused by a “bridge tab” and a rather massive one. The router works well and does what it is supposed to do. Only if the line is massively disruptive will there be a loss of signal. The router can’t do anything about it. @fleischchaes is informed and knows the solution options.

Guido

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@Anonymous doesn’t always have to be like this, I recently had a case in the field where the IB2 was actually defective. Instead of the red LED flashing, all 3 displays always flashed briefly. (Like a reset) no connection was established.

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OK, the line has a massive problem, resulting in signal loss.

Bridge Tab are they probably the loops/connections within the apartment (distribution of the signal to all rooms that have an HF problem?) or the patched line in the basement (whatever)?

This can only be fixed on site, check.

Now my question is still, what’s the deal with rebooting the router?

Less bandwidth or internet failure, yes, but since when does a bad line cause a router to restart? and this at regular intervals?

regards

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@fleischchaes the errors are not visible to you, only the effects. Comparable to poor cell phone reception. If I can’t understand you anymore, I’ll hang up and try to reconnect with you.

Bridgetaps are taps on your telephone line in the house installation; they act like radio antennas. Since the DSL signal is a shortwave signal, it also behaves like a high-frequency signal.

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@fleischchaes If router has various protection mechanisms to compensate for a bad line. This also includes a resync or a restart. The router doesn’t do this for fun, but rather to be able to “survive” on such a line.

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@fleischchaes wrote:
…..Now my question is still, what’s the deal with the router restarts?

Less bandwidth or Internet failure, yes, but since when does a bad line cause a router to restart?…

Mess on the DSL line can sometimes trigger a router restart - I’ve had this experience several times.

With a clean, continuous, branch-free installation from the house entry (UP) to the router connection box, such reboots would usually be eliminated.

A pleasant side effect: often 1-2 levels higher speed profile 😉

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….keep on rockin' 🤘🏼🤘🏼🤘🏼

No, the IB2 (which it isn’t in this case) is also very stable. But it is a new chipset (we are one of the first in the world to use it completely) and a new device. Things can arise from time to time that you simply have to find and fix. It is important that we get the routers back from the field if an error occurs frequently so that we can analyze.

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