Speedport Smart 2 needs to be rebooted several times a day
6 years ago
Forgive this being in English, I am visiting and am helping with an internet issue. Feel free to answer in German.
The router has only been installed about 6 months after a network upgrade (VDSL from ADSL I assume).
I've noticed the internet go down once ot twice a day and only a router reboot will bring it back. The firmware is 050136.3.5.002.0 which it tells me is the most recent.
This feels to me like a firmware issue as the software should be able to recover from the internet dropping.
Any ideas?
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6 years ago
@noanders: Is it a vectoring connection? What is the DSL speed? Please open this page:
http://speedport.ip/html/login/status.html
and show us a screenshot of the page. Are Powerline Devices used?
Regards Ulrich
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6 years ago
I just had to reboot the router, this time the SSID wasn't even visible. I also tested the landline and an incoming call went straight to voicemail.
No powerline devices, just a couple of wireless devices connected to the router. As simple as can be really.
Screenshot attached:
status.png
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6 years ago
@noanders: Please report the next time the error occurs here:
https://www.telekom.de/hilfe/hilfe-bei-stoerungen
the disturbance, this works also by mobile radio.
I just had to reboot the router, this time the SSID wasn't even visible.
I just had to reboot the router, this time the SSID wasn't even visible.
That's normal. During a reboot, the SSID is not displayed.
Regards Ulrich
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6 years ago
OK, URL saved and will use it to report the issue (will tether to my phone) when the issue next occurs.
The SSID was not seen before the reboot. Before I'd been logging on via Wifi and rebooting the router, this last time I cycled the power as I couldn't connect.
Thanks for your assistance...
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6 years ago
did the problem occur again? Does it only concern the wifi or do you see DSL disconects in the log data, too? Or does the Speedport hang up completely?
If it is related to the customer ID you noted in your profie data, it is a DSL 16000 RAM IP connection. So we don't have to bother about VDSL.
Kind regards, Inga Kristina J.
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6 years ago
I'm seeing a pattern where everything is working but with very little traffic. I then start using the internet and create more traffic, youtube or RDP to another device, and a few minutes later the connection stops working. The internet is then dead.
When I log onto the router and it has not yet figured out that it is now offline, it takes about a minute for the router to realise that there is no longer a connection.
The ADSL modem is always stable when these problems occur.
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6 years ago
so thankyou for the call.
Our system will check your connection again now for the next 24 hours.
We will get in touch with you again tomorrow.
Greetings Anja N.
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6 years ago
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6 years ago
thank you so much for the Information. In Case the things they're trying out don't seem to solve the issue please let us know, and we're going to swap the Speedport for you and perhaps this might solve the Problem. Please keep us informed.
Kind Regards
Tabea L.
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6 years ago
If all that's required is a physical swap then I can do that. Just let me know.
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6 years ago
okay, I'll send you another Speedport Smart 2 in exchange. Then we will see if the router is the reason for the problems.
Kind regards Inga Kristina J.
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6 years ago
OK, thanks. Also I found the logs on the router and have filtered the ones I think are relevant. Let me know if additional lines are required.
log.txt
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6 years ago
thank you for the log.
We have checked your dsl-connection and it seems fine.
So the new Router should be the solution.
Kind Regards
Markus Km.
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6 years ago
please excuse the late reaction. Unfortunately I don't get a technician assigned directly. The ticket must be sent to my colleagues in the line diagnosis department so that they can take a closer look at the line. They will initiate all further steps.
Many greetings
Oliver I.
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6 years ago
Just a thought:
It's been many years since I've worked with ADSL but is it possible the PPTP tunnels are locking up or going down? I recall a Cisco bug causing this on a fault I worked on a long time ago. Also is there a firewall in the PPTP route?
In the mean time this is the frequency of the issue:
"12.08.2019 09:03:10","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"12.08.2019 08:21:57","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"12.08.2019 06:50:09","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"11.08.2019 13:30:16","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"11.08.2019 12:38:54","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"11.08.2019 11:32:46","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"11.08.2019 08:27:59","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"11.08.2019 07:52:05","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"10.08.2019 22:26:22","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"10.08.2019 21:21:43","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"10.08.2019 16:35:14","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"10.08.2019 13:17:45","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
"10.08.2019 12:39:46","(R021) Verbindung getrennt: Die Gegenstelle beantwortet keine LCP-Echo-Requests."
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6 years ago
Es könnte durchaus sein, daß auf Telekomseite ein Bauteil etwas "altersschwach" ist, und daß dadurch die PPPoE-Session abbricht.
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6 years ago
I'd like to send a technician to you to check your line's port.
Unfortunately, I couldn't reach anyone on the phone for an appointment, when can we have a short call about that?
Kind regards,
Anna Si.
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6 years ago
I guess the line had failed again when you tried. Just try again, it's ok at the moment.
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6 years ago
I'm looking forward to your feedback after my colleague was around.
Kind regards,
Anna Si.
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6 years ago
Thank you for your patience.
Unfortunately it's maybe a Router specific problem. Do you have the opportunity to try out another Router? Maybe a FritzBox ? Just to try out if there are the same errors.
Kind regards Isabel M.
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6 years ago
What is the next step? Can I try another firmware for the router? As I've tried 3 routers now I think the chances of the hardware itself being faulty is very small.
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6 years ago
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6 years ago
thank you for the log.
I just transmitted this to the right department.
They will check the line and look for the cause of this problem.
Also you will get all the latest updates from this department.
If you have any further questions please let us know.
Kind regards
Christina P.
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6 years ago
according to our specialist support, a new firmware update for the current router must be awaited here.
The other alternative is a new router, another type.
Kind regards,
Anja N.
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6 years ago
Please bear with me, the account holder cannot swap the router and return the old one. We are trying to find someone who can help but so far without success.
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6 years ago
I understand that the health situation of the owner does not allow this.
Unfortunately, we only have these two options from here, which I have already shared with you.
I can only help you with one of these ways.
Kind regards,
Anja N.
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6 years ago
Assistance now arranged, let's try another type of router. Send when ready.
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