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ComputerLy
New Contributor
New Contributor

connection resetting constantly

Using a new Optus Ultra Wifi Moden, FAST5366LTE-A that comes with 4g backup capability. 

For over a month or so now the router has been going through sporadic and long lasting 'reset loops' where it loses its broadband connection out of the blue, switches to the 4g while it regains connection and then once done, not a minute later will it lose connection again. These loops typically last from around 10 to 20+ minutes, making any work requiring a live connection all but impossible.

The username and password for the gateway were changed for convenience sake, as was the password for both 2.4 and 5g wi-fi, in case that info is of importance. Otherwise no settings for the router have been changed. The premises has a FTTN connection.

We have already had a Optus AND NBN technician come to the premises, both of whom claim that the wiring outside and within the house is seemingly fine. 

14.09.2020 18:34:08ErrorDNS
DNS name resolution failure (website names in brackets)
14.09.2020 18:34:08ErrorDNS
DNS name resolution failure ()
14.09.2020 18:33:04WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:30:48WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 18:25:04WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:22:41WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 18:21:31ErrorDNS
DNS name resolution failure ()
14.09.2020 18:21:05WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:19:09WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:18:51WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 18:16:49WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:12:31WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 18:10:01WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 18:08:40WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 18:07:10ErrorDNS
DNS name resolution failure ()
14.09.2020 18:06:21WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 17:58:15WarningDHCPC
WAN DHCP client (2) stopped
14.09.2020 17:55:53WarningDHCPC
WAN DHCP client (1) stopped
14.09.2020 17:39:48ErrorDNS
DNS name resolution failure ()



It's the WAN DHCP errors that precipitate each loss of connection, and as of yet we have no idea what's causing it. Infuriatingly, this particular model of router has apparently been designed or firmware patched to forbid users from changing practically any settings other than usernames and passwords. I would have LIKED to be able to at least try to change something in the hopes of managing a fix, but since since we can't and we've already gone through so many now useless phonecalls and technician checkups, we can only hope that someone here might have any sort of answer.

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5 Replies
YetAnotherAcc
Respected Contributor
Respected Contributor

Re: connection resetting constantly

Do you have any other routers/extenders/mesh system on your network? If you do, what IP addresses do they have? The DHCP errors on the WAN port might indicate an IP address conflict on your LAN that is preventing the WAN port from renewing IP address from the Optus server.

In the meantime i suggest you temporarily disable the 4G backup so that your downtime between resets is significantly reduced.

I assume the DNS name resolution failures are mostly/all for nonsense domain names like xpeaizt, correct?

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ComputerLy
New Contributor
New Contributor

Re: connection resetting constantly

The optus router use to be ethernet cable connected to a D-link router for the purpose of extending the wi-fi range, but it's been switched off for a long while now out of concerns that it was contributing to the resetting issue. Other than that there are no other devices connected to the home broadband/phone line. 

The DNS failures are almost assuredly all for actual websites that people on the premises are visiting, and there are a LOT of failures. About 10 pages worth of DNS errors on the log page.

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YetAnotherAcc
Respected Contributor
Respected Contributor

Re: connection resetting constantly


@ComputerLy wrote:

The optus router use to be ethernet cable connected to a D-link router for the purpose of extending the wi-fi range, but it's been switched off for a long while now out


If the dlink is not connected now and you are still getting resets then that should rule out any IP conflicts.

The DNS failures are almost assuredly all for actual websites that people on the premises are visiting, and there are a LOT of failures. 

So that indicates that its resetting while internet is actively in use (as you described) and its not resetting itself at all overnight while the internet was not in use. If it was resetting overnight as well you should be seeing nonsense domain name in the DNS errors overnight.

Do you notice if the modem feels hot at all when it resets?

What download speeds do you get when you run a speed test? What speed plan are you on?

In any case I'd recommend doing a factory reset to eliminate any possible any data/settings corruption . You will have to redo your SSID's and passwords after that.

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emorgan93
New Contributor
New Contributor

Re: connection resetting constantly

Any resolution to this? I've been having this issue since June and Optus have been useless. Had an NBN tech come out and fix something but that only lasted a month and it's gone back to being awful and Optus techs are shocking. Will 'monitor' it, see there's no dropouts for 4 days, close the case only for it to drop out 15 times an hour the next day and open a new case and go through it all again.

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z_hook
Moderator
Moderator

Re: connection resetting constantly

Hey @emorgan93,


We do apologise for the ongoing issues you've been having with your internet service.


Please note that we’re unable to look into account details on Yes Crowd.


We recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.


If for some reason you’re unable to, if you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.

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