on 2nd 2701 HGV-C still freezing up

[kevinneal]

I have just recieved a replacement BT Fibre Router and it is freezing intermittently exactly like our original one.

Basically what happens is all computers are unable to access websites for a few minutes (wired and wireless) then it continues working without any interation, the problem is it is dropping about 20 -30 times a day.

BT have done line tests and the line seems to be ok. Which is why we were sent a replacement router. When the websites are unreachable, the router admin is also unreachable. This has happened on a Network Connection, Wireless connection and direct wired connection.

I left a ping running to the router IP address while my laptop was directly connected to the router and still there were ping timeouts for a few minutes. While this happens the Internet light freezes on solid green, but there are no red lights. the router then just starts working again without power cycling and the router is not hot to the touch.

The fact that a direct connection ping timesout surely points to a router hardwear problem, but its very strange that we have exactly the same issue on both routers.

I have just done a full reset of the newest router and the only settings I changed from default were, username and password and the router IP address for 192.168.1.254 to 192.168.181.254 and turned off DHCP because our Xserve is providing DHCP for the network, and it has just frozen again!

[MHC]

Can you create a Broadband Quality Monitor  http://www.thinkbroadband.com/ping/monitors/create.html

and thne provide a link to share te graph ... it will give visibility of what an outside connection sees as happening to your line.  The data will not give away any details about you or your IP address - it is anonymous.

[danhague]

Is a firmware upgrade an option for this model?

[kevinneal]

here is the think broadband ping, its was pretty good yesterday and only dropped out a few times but today it is back to dropping out quite frequently

http://www.thinkbroadband.com/ping/share/cdbfc2e7a753be39e8eb29722fc7217d.html

[kevinneal]

as far as i know BT automatically upgrade the firmware, I don't think its possible to do yourself (I may be wrong though)

[MHC]

I assume that the freezes occur at the same times as the red packet loss spikes.

It does show that the line itself is probably OK but that the router is locked/busy.     I notice that it does not occur over night - except one spike.   

With this graph you should be able to speak with Tech Support and go through all options - you will both have evidence in front of you.

Have a look on Monday and see what has happened over the weekend - and is it possible to run it with no PCs connected to the network?   Sometimes, it is possible for a network device to lock up the network and freeze oiut all other devices and whilst te router is trying to resolve te LAN side, the WAN side is ignored. 

I have a similar problem - every 40 minutes, I get a 2 or 3 second freeze - a TBB plot for mine:

http://www.thinkbroadband.com/ping/share/2084cd48b7e8a6ddb9fe487f71b23a83-24-02-2012.html

It shows a latency spike every 40 minutes - no packet loss but I still get a freeze and it has been proven to not be my PCs or network.    A minor niggle but cannot be cracked!

[MHC]

Yes, you are correct, auto updates and you cannot do it yourself.

[kevinneal]

yes you are right it doesn't freeze as often overnight, which is why we initially thought it could be due to high load, but it has also happened with a single direct connection to the router with just a ping running to the router IP, so no internet activity at all.

It seems unlikely they we have had 2 routers with the exact same issue, but that is the only thing I can think of

[kevinneal]

Btw, do you think your issue is also a problem with the router hardware? It would be helpful to know if it is a fairly common issue

[MHC]

Not sure on mine ... I have four seperate 2701 routers, two of build level -008 and two of -009 and it happens on all four!   It happened on te previous firmware and the new, but I know others who do not have it!    Could be te hardware or firmware but four with te problem?   and friends without?    Could be the cabinet, or exchange ...

At the moment, I live with it as it is not really noticeable for most of the time.