Multiple 1 minute disconnects per day

[tridev]

I notice my fibre line goes down for around 1-2 minutes multiple times per day. This is a new thing that only recently started (past couple of months)
The router light goes red and only comes back around 1-2 minutes later.
Makes it awkward if I am in middle of call or doing something.

The time it happens like just now it is 10:17. Rather inconvenient as this is when meetings happen.

 

[Afrigirl]

I notice my fibre line goes down for around 1 minute multiple times per day. This is a new thing that only recently started (past couple of months)

Makes it awkward if I am in middle of call or doing something.

Hi.

Please drop me an email with your email address.

 

[tridev]

Hi.

Please drop me an email with your email address.

I have messaged you

 

[tridev]

Can't find logging in Huawei AX3 router like you get with Netgear routers. Only option is to download a developer file that shows the failures but not much else.

 

[tridev]

This problem has increased now to every hour, sometimes every half an hour it goes off. It is almost like the thing is set on a timer irrespective of the time of day even in the middle of the morning hours.

Basically any video conference call is impossible

Each time I log support with Afrihost it goes down a black hole after I send photo of the black fibre not showing connected but because my line goes active so when they pass it on to Metrofibre, Metrofibre never calls me.

Anyone know how you can get the black box replaced if it is faulty?

Is the only way cancel and recreate the line to get a new black fibre box?

 

[maumau]

@Afrigirl

 

[Afrigirl]

This problem has increased now to every hour, sometimes every half an hour it goes off. It is almost like the thing is set on a timer irrespective of the time of day even in the middle of the morning hours.

Basically any video conference call is impossible

Each time I log support with Afrihost it goes down a black hole after I send photo of the black fibre not showing connected but because my line goes active so when they pass it on to Metrofibre, Metrofibre never calls me.

Anyone know how you can get the black box replaced if it is faulty?

Is the only way cancel and recreate the line to get a new black fibre box?

Morning.

I have asked if they can send out a tech and test the ONT.
Reference #256409

 

[tridev]

Morning.

I have asked if they can send out a tech and test the ONT.
Reference #256409

How long did it take for a tech to come. What around two weeks? How many followup tickets did I have to log to get this to happen?

 

[tridev]

Morning.

I have asked if they can send out a tech and test the ONT.
Reference #256409

I have been dealing with this issue for far too long now, logging multiple tickets with Afrihost. I am beyond fed up.

Each time I communicate the Afrihost support staff refuses to pass the message to Metrofibre. Each time Afrihost logs it with Metrofibre without explaining the problem. Metrofibre takes a week to test the line remotely and just says it is working. When emailing Metrofibre directly Metrofibre just ignore me.
With Afrihost support I have to do pings and traceroutes and wireless router setup, despite explaining to them it is the fibre box itself that restarts itself every 30 minutes and it shows no service. But each time they insist. They insist of me sending photos of the fibre box lights which I do but then want me to do tests that require a working internet. All they then do is log it with Metrofibre as the line is down which is not the case. Then each time Metrofibre tests the line remotely but does NOT come to fix this issue, but tell Afrihost the line is working. In most these cases Afrihost does not pass on the message back to me and I wait endlessly thinking it is being worked on when it is not. The cases where Afrihost does respond they say the line is fine and I have to again repeat the long process.

I realize the only way to get a technician is to disconnect the fibre box and then log a fault and wait. That way when metrofibre tests it, it will show no connection and force a technician to come. I do this. I finally get one from a outsourced company called Foreverness Projects . The technician notices the fibre box constantly restarting and asks me since when it has been doing that. I say for months. He replaces the fibre box but not the adapater. I ask him does the adapter not have to be replaced. He says no, he tested it and it is fine.
After he leaves the fibre box still restarts itself. A lady from Foreverness projects contacts me and asks me if it has been resolved. I say NO and that the fibre box still restarts itself so it can only be the adapter since he didn't replace it. She tell me that many customers complain about this issue. I ask do these customers buy a new adapter. She says yes. I previously tested the fibre box power on different power points to verify it that might be the cause so the issue can only be the adapter.

I get another standard power adapter with the same power output as the fibre box adapter. However despite being the same power plug nozzle size ,the hole in the nozzle for the fibre box needs to be bigger so the replacement adapter won't fit. I then also test my Huawei router adapter which also has the same power output but its adapter also doesn't fit in the Metrofibre box. This means I cannot replace the adapter myself and the fibre box power hole is not standard.

I then get a multimeter and test the fibre box adapter and the two standard working adapters with exact same power output spec on the same plug point. This clearly shows the fibre box adapter voltage fluctuates all the time and two other adapters the voltage stays fixed. The technician either was not truthful that he tested the adapter or he isn't qualified. He noticed the the thing restarting itself constantly and a simple test with a multimeter would have shown this.

I go to back to Afrihost, log it again and we repeat the same process where they come back the line is fine as Metrofibre says so. Afrihost just refuses to read. They are like bots and just follow a process of logging a fault with Metrofibre, who tests the line remotely and says it is fine and Afrihost might or might not respond saying it is fine and I have to log again, or constantly request feedback which never comes.

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In these cases with similar symptoms it is clearly a hardware issue that is resolved with a new device and adapter. Yet Afrihost is only people who refuse and say it is fine because they log the wrong issue with Metrofibre each and every time I log and explain the issue to Afrihost.
Since I cannot resolve it myself and Afrihost refused to listen, read or comprehend I am making the following ultimatum.

@Afrigirl I will post screenshots and name and shame Afrihost support staff if I do not get a replacement adapter in the next working day.

 

[Jam Sandwich]

I have been dealing with this issue for far too long now, logging multiple tickets with Afrihost. I am beyond fed up.

Each time I communicate the Afrihost support staff refuses to pass the message to Metrofibre. Each time Afrihost logs it with Metrofibre without explaining the problem. Metrofibre takes a week to test the line remotely and just says it is working. When emailing Metrofibre directly Metrofibre just ignore me.
With Afrihost support I have to do pings and traceroutes and wireless router setup, despite explaining to them it is the fibre box itself that restarts itself every 30 minutes and it shows no service. But each time they insist. They insist of me sending photos of the fibre box lights which I do but then want me to do tests that require a working internet. All they then do is log it with Metrofibre as the line is down which is not the case. Then each time Metrofibre tests the line remotely but does NOT come to fix this issue, but tell Afrihost the line is working. In most these cases Afrihost does not pass on the message back to me and I wait endlessly thinking it is being worked on when it is not. The cases where Afrihost does respond they say the line is fine and I have to again repeat the long process.

Only way to get a technician is to disconnect the fibre box and then log a fault and wait. That way when metrofibre tests it, it will show no connection and force a technician to come. I finally get one from a outsourced company. He notices the fibre box constantly restarting and asks me since when it has been doing that. I say for months. He replaces the fibre box but no the adapater. I ask him does the adapter not have to be replaced. He says no, he tested it and it is fine.
After he leaves the fibre box still restarts itself. Someone from Metrofibre contacts me and asks me if it has been resolved. I say no, the fibre box still restarts itself so it can only be the adapter since he didn't replace it. Instead they tell me that many customers complain about it. I ask do these customers buy a new adapter. She says yes. I previously tested the fibre box power on different power points and different plugs to verify it that might be the cause so the issue can only be the adapter.

I get another adapter with the same power output that is standard. However despite being the same power plug nozzle size ,the hole in the nozzle for the fibre box needs to be bigger so it won't fit. I then also test my Huawei router adapter which also has the same power output but its adapter also doesn't fit in the Metrofibre box. This means I cannot replace the adapter myself and the fibre box power hole is not standard.

I then get a multimeter and test the fibre box adapter and two other working adapters with exact same power output on the same plug point. This clearly shows the fibre box adapter voltage fluctuates all the time and two other adapters the voltage stays fixed. The technician either was not truthful that he tested the adapter or he isn't qualified. He noticed the the thing restarting itself constantly and a simple test with a multimeter would have shown this.

I go to back to Afrihost, log it again and we repeat the same process where they come back the line is fine as Metrofibre says so. Afrihost just refuses to read. They are like bots and just follow a process of logging a fault with Metrofibre, who tests the line remotely and says it is fine and Afrihost might or might not respond saying it is fine and I have to log again, or constantly request feedback which never comes.

The issue of power with routers is common
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Hi, Last night my router started resetting itself at random intervals. Nevert had this problem before..... Any ideas? MY router is connected to 2 computers. i unplugged the line in and was copying files from on pc to the other and it still reset. Is my router stuffed? Thanks

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In these cases with similar symptoms it is clearly a hardware issue that is resolved with a new device and adapter. Yet Afrihost is only people who refuse and say it is fine because they log the wrong issue with Metrofibre each and every time I log and explain the issue to Afrihost.
Since I cannot resolve it myself and Afrihost refused to listen, read or comprehend I am making the following ultimatum.

@Afrigirl I will post screenshots and name and shame Afrihost support staff if I do not get a replacement adapter in the next working day.

Jeez... What a headache...

 

[saor]

I notice my fibre line goes down for around 1-2 minutes multiple times per day. This is a new thing that only recently started (past couple of months)
The router light goes red and only comes back around 1-2 minutes later.
Makes it awkward if I am in middle of call or doing something.

The time it happens like just now it is 10:17. Rather inconvenient as this is when meetings happen.

Similiar to this?

Huawei AX3 dropping internet connection

Connection: Fiber ONT -> Huawei AX3 -> Ethernet to PC. Often when I'm streaming something the internet will go down & the network connection icon in the taskbar will change to show no internet. If I right click and select Troubleshoot Problems, it eventually re-establishes the connection &...

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[tridev]

Similiar to this?

Huawei AX3 dropping internet connection

Connection: Fiber ONT -> Huawei AX3 -> Ethernet to PC. Often when I'm streaming something the internet will go down & the network connection icon in the taskbar will change to show no internet. If I right click and select Troubleshoot Problems, it eventually re-establishes the connection &...

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Possibly. My case it is the fibre box and not the router. The fibre box power light goes red for a few seconds and takes a few minutes to restart itself. I have no internet for around 5 minutes at a time. It behaves exactly as if you manually turn the power switch on and off i.e. the fibre box restarts itself constantly around every 30 minutes any time of day even 3 o clock in morning and when not using internet.

Basically the box doesn't get enough power as the adapter voltage fluctuates constantly.

 

[Afrigirl]

I have been dealing with this issue for far too long now, logging multiple tickets with Afrihost. I am beyond fed up.

Each time I communicate the Afrihost support staff refuses to pass the message to Metrofibre. Each time Afrihost logs it with Metrofibre without explaining the problem. Metrofibre takes a week to test the line remotely and just says it is working. When emailing Metrofibre directly Metrofibre just ignore me.
With Afrihost support I have to do pings and traceroutes and wireless router setup, despite explaining to them it is the fibre box itself that restarts itself every 30 minutes and it shows no service. But each time they insist. They insist of me sending photos of the fibre box lights which I do but then want me to do tests that require a working internet. All they then do is log it with Metrofibre as the line is down which is not the case. Then each time Metrofibre tests the line remotely but does NOT come to fix this issue, but tell Afrihost the line is working. In most these cases Afrihost does not pass on the message back to me and I wait endlessly thinking it is being worked on when it is not. The cases where Afrihost does respond they say the line is fine and I have to again repeat the long process.

Only way to get a technician is to disconnect the fibre box and then log a fault and wait. That way when metrofibre tests it, it will show no connection and force a technician to come. I finally get one from a outsourced company. He notices the fibre box constantly restarting and asks me since when it has been doing that. I say for months. He replaces the fibre box but no the adapater. I ask him does the adapter not have to be replaced. He says no, he tested it and it is fine.
After he leaves the fibre box still restarts itself. Someone from Metrofibre contacts me and asks me if it has been resolved. I say no, the fibre box still restarts itself so it can only be the adapter since he didn't replace it. Instead they tell me that many customers complain about it. I ask do these customers buy a new adapter. She says yes. I previously tested the fibre box power on different power points and different plugs to verify it that might be the cause so the issue can only be the adapter.

I get another adapter with the same power output that is standard. However despite being the same power plug nozzle size ,the hole in the nozzle for the fibre box needs to be bigger so it won't fit. I then also test my Huawei router adapter which also has the same power output but its adapter also doesn't fit in the Metrofibre box. This means I cannot replace the adapter myself and the fibre box power hole is not standard.

I then get a multimeter and test the fibre box adapter and two other working adapters with exact same power output on the same plug point. This clearly shows the fibre box adapter voltage fluctuates all the time and two other adapters the voltage stays fixed. The technician either was not truthful that he tested the adapter or he isn't qualified. He noticed the the thing restarting itself constantly and a simple test with a multimeter would have shown this.

I go to back to Afrihost, log it again and we repeat the same process where they come back the line is fine as Metrofibre says so. Afrihost just refuses to read. They are like bots and just follow a process of logging a fault with Metrofibre, who tests the line remotely and says it is fine and Afrihost might or might not respond saying it is fine and I have to log again, or constantly request feedback which never comes.

The issue of power with routers is common
Here are some examples of posts on this forum of devices with similar symptoms

Router continuously restarting

Hi there, I need some assistence with my router - I have logged a few tickets via their app yet never get any response from the ticket (latest ticket is #15264238) For a while now my router randomly, at any time of the day will just restart, it usually only takes a few minutes to boot back up...

mybroadband.co.za

Rain ZTE MC888 continuously rebooting

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Rain 5g ZTE router intermittent restarting

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Rain 5G CPE Pro Continious Factory reboots

Good Evening all. I have been a rain subscriber for a little while now and for the last 72 hours I have been experiencing a very annoying problem with my 5G router. It is the indoor type and I'm on the premium package for R999. My router firmware is up to date but it is currently rebooting...

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D-link DIR-825 keeps automatically rebooting at random times

Router: D-link DIR-825 Hardware version: R1 Hi there, 2 weeks ago I signed up for Fibre witih Afrihost. A day after receiving and connecting my router, I noticed that it automatically reboots at random times every 1-3 (sometimes 3) days. I went through all the usual steps like factory...

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DG834GT reboots itself

Over the last few days I've have been experiencing a repeating problem with my DG834GT. It will, for no apparent reason, go into a continuous cycle of rebooting itself. It does not actually turn itself off, because the LAN indicator stays lit, but the power, wireless and DSL indicators go off...

mybroadband.co.za

Netgear DGN2200M v2 keeps resetting

I recently signed up for the Telkom 1mbps promo thing and got with it a Netgear DGN2200M v2 router/modem. The connection works fine but the router keeps resetting (which is very irritating when playing online). Shuts down. Red Power Light. DSL re sync. The whole works. I've tried a firmware...

mybroadband.co.za

router randomly resets

Hi, Last night my router started resetting itself at random intervals. Nevert had this problem before..... Any ideas? MY router is connected to 2 computers. i unplugged the line in and was copying files from on pc to the other and it still reset. Is my router stuffed? Thanks

mybroadband.co.za

In these cases with similar symptoms it is clearly a hardware issue that is resolved with a new device and adapter. Yet Afrihost is only people who refuse and say it is fine because they log the wrong issue with Metrofibre each and every time I log and explain the issue to Afrihost.
Since I cannot resolve it myself and Afrihost refused to listen, read or comprehend I am making the following ultimatum.

@Afrigirl I will post screenshots and name and shame Afrihost support staff if I do not get a replacement adapter in the next working day.

Hi.

I have asked our MFN Service Manager to have a look at the case and assign a technician.
With the fault logging system, we are failing to have a tech sent out because, by the time they attend to the fault, the optic levels of the ONT are within specs.

 

[DapperDanMan]

I then get a multimeter and test the fibre box adapter and two other working adapters with exact same power output on the same plug point. This clearly shows the fibre box adapter voltage fluctuates all the time and two other adapters the voltage stays fixed.

In that case, why not connect a power bank to the fibre box?

(You could take the fibre box and it's adapter to a shop to get a plug size that fits.)

 

[tridev]

Hi.

I have asked our MFN Service Manager to have a look at the case and assign a technician.
With the fault logging system, we are failing to have a tech sent out because, by the time they attend to the fault, the optic levels of the ONT are within specs.

You ay optic levels of the ONT are within specs. That means you have internet, we are detecting traffic, you are detecting a Mac address, you detect the line is working. I have heard it over and over and over and over and over from Afrihost support.

Again and again and again and again and again for the utmost time Afrihost support REFUSE to read. You just claim the line is working. All Afrihost support staff have zero clue about electronics and power. Power and adapter issues doesn't exist in Afrihost definition and they will refuse to send a technician and in 90% of times not relay this to me. Meanwhile I just wait for the past two months.

The adapter is meanwhile frying your little fibre box again and it gets worse and worse and worse. Only way for me to get the issue fixed is to break into someone's house and swap their adapter with mine.

 

[tridev]

Morning.

I have asked if they can send out a tech and test the ONT.
Reference #256409

Please provide details of this reference. You asked but they never sent. I had to log over and over asking for updates and had to disconnect the damn device 2 months after your statement to got an outsourced tech with zero clue about power to come to replace the box but not want to replace the adapter because he said it is fine. Meanwhile the adapter is busy frying this box as well. Do I have to remind you that fluctuating voltage is bad for a OTP box, oh no that doesn't exist in your definition.

Seriously you want me to log a new fault and disconnect he fibre box for 2 days to force you to send a technician again?

 

[Afrigirl]

Please provide details of this reference. You asked but they never sent. I had to log over and over asking for updates and had to disconnect the damn device 2 months after your statement to got an outsourced tech with zero clue about power to come to replace the box but not want to replace the adapter because he said it is fine. Meanwhile the adapter is busy frying this box as well. Do I have to remind you that fluctuating voltage is bad for a OTP box, oh no that doesn't exist in your definition.

Seriously you want me to log a new fault and disconnect he fibre box for 2 days to force you to send a technician again?

Please see the feedback from the SDM.

 

[Afrigirl]

Please see the feedback from the SDM.

Good day,

Please note that your ticket 271137 has been assigned to a contractor.

 

[tridev]

And another issue. After

In that case, why not connect a power bank to the fibre box?

(You could take the fibre box and it's adapter to a shop to get a plug size that fits.)

So a USB A to the fibre box? Where do I get store that supplies me with a non standard nozzle that goes in the Metrfibre box?

 

[DapperDanMan]

So a USB A to the fibre box?

No, just a mini UPS like this that you can plug standard DC extension cables/connectors into either the 9V port or the 12V port. (Selection should match your device specifications.)

Example:

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