‎Speedport Smart 2 needs to be rebooted several times a day

Speedport Smart 2 needs to be rebooted several times a day

vor 6 Jahren

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?

1055

53

vor 6 Jahren
@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
3
Antwort
von
vor 6 Jahren
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
Antwort
von
vor 6 Jahren
@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.

noanders

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.

noanders

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
Antwort
von
vor 6 Jahren
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...
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hi @noanders,

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.
13
Antwort
von
vor 6 Jahren
I tend to agree as you would have many many more support tickets open in this region if the concentrator were responsible for the fault.

Anyway it's died again so I will leave it down so you can run some tests with the problem currently active.
Antwort
von
vor 6 Jahren
And now for something completely different.

Ist der Smart 2 gemietet oder gekauft? Falls ersteres, könnte Euch problemlos ein Austauschgerät zugeschickt werden, um zu sehen, ob nicht einfach der Speedport kaputt ist.
Antwort
von
vor 6 Jahren
The router was purchased September 2018 from the local Telekom shop so will be still under warranty I think.

I've spoken to Telekom a couple of times and they are trying a few more things but I too believe the next step will be a router swap. I guess the logistics of who needs to send the replacement will become clear over the next day or two.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hello @noanders,

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.
1
Antwort
von
vor 6 Jahren
It failed again so please let's go for a swap of the router as discussed with your tech earlier this evening.

If all that's required is a physical swap then I can do that. Just let me know.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hi @noanders,

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.
1
Antwort
von
vor 6 Jahren
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
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hi @noanders,

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.
11
Antwort
von
vor 6 Jahren
Hello @noanders,

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.
Antwort
von
vor 6 Jahren
I spoke to one of your techs yesterday and it looks like we'll try another router. I'm happy to try this but I don't think it'll fix the problem. Unfortunately Telekom processes mean that we will receive another identical device rather than something different (hardware/software). If this is a bug in the router software this will take a very long time to resolve.

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."
Antwort
von
vor 6 Jahren
Es könnte durchaus sein, daß auf Telekomseite ein Bauteil etwas "altersschwach" ist, und daß dadurch die PPPoE-Session abbricht.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hi @noanders,

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.
1
Antwort
von
vor 6 Jahren
I guess the line had failed again when you tried. Just try again, it's ok at the moment.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Thank you for your time, as promised, I set the appointment for wednesday, 2 to 4pm.

I'm looking forward to your feedback after my colleague was around.

Kind regards,
Anna Si.
7
Antwort
von
vor 6 Jahren
Hi @noanders,
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.
Antwort
von
vor 6 Jahren
I'm visiting from the UK and go back Sunday so cannot assist much longer. No spare router is available so no, not possible.

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.
Antwort
von
vor 6 Jahren
I think maybe it's time to pass this fault to your tier 3 support teams. The account holder is very old with health issues and when this problem occurs her telephone doesn't work. This will not be easy to fix but does need fixing.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Good morning @noanders,

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.
0
vor 6 Jahren
Hello @noanders,

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.
1
Antwort
von
vor 6 Jahren
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.
Uneingeloggter Nutzer
Antwort
von
vor 6 Jahren
Hello @noanders,

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.
1
Antwort
von
vor 6 Jahren
Assistance now arranged, let's try another type of router. Send when ready.
Uneingeloggter Nutzer
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von

Uneingeloggter Nutzer

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