Assistance with fiber

[NivagZA]

Hi all

I started having issues with my fiber line yesterday (10 Aug) where the connection drops every 10-30 mins. It drops for around 5-10 seconds each time and picks up after. I have informed the ISP (Urban X) and they did a line resync which did not solve the issue. ISP also logged a fault with Vuma which the technicians came and resplice the fiber and replaced the SFP transceiver. Unfortunately this did not solve my issues and they still persist. Anyone had this type of issue before ? I'm leaning towards the ISP being the issue as the Vuma technicians checked everything and confirmed its fine.

Below are some ping plotter tests done throughout the day

Any assistance would be greatly appreciated

 

[DapperDanMan]

Since the undersea cables got crushed, 1.1.1.1 is apparently the new 8.8.8.8 ... have you tried that?

 

[NivagZA]

Since the undersea cables got crushed, 1.1.1.1 is apparently the new 8.8.8.8 ... have you tried that?

The connection drops completely whether it’s to 8.8.8.8 or 1.1.1.1

 

[Matt X]

Hi @NivagZA, I'm a staff member at Urban X and I've escalated your issue internally to management. An engineer will contact you directly tomorrow morning, to action further troubleshooting with you.

 

[UrbanXConnect]

Hi @NivagZA, thank you for your assistance with the troubleshooting process. After extensive investigation, we have determined that the issue lies on the Vumatel network and is being experienced by another user on the Vuma network (with a different ISP) at the same time as your drops. Vumatel have implemented changes which seem to have resolved the issue, however, we have set up a sensor on your router to allow us to monitor the line over the next few days to ensure that the issue is resolved.