Losing internet with new AC86U

[jaisunny]

Just upgraded from a N66U to a AC86U and its been a poor show so far for the 86U.

I am losing the internet both WIRED and WIRELESS on random devices that were working fine before on the old N66U.

If I leave my wired PC for a certain amount of time, say 2 hours, then return, the internet wont be working. The LAN connection at the bottom right corner says CONNECTED, and when I ping via CMD it pings OK. But neither opera or firefox finds a web page, I have to wait for like 2 or 3 minutes of refreshing and then its back again. However, the last 5 hours everything has gone down, I removed the power from the ISP hub3 and the coax for a few minutes, connected it back up but still nothing. However, just now I decided to restart the 86U and BAM.... internet is working again.

Same with the wireless, I am losing internet while watching internet based TV.

I am also losing hard wired PS4 connection constantly.

I was having the issue so I flashed the AC86U with merlin, same issue persists.

Also no power saving options are on with any of my devices, they're all untouched.

Other than Merlin, everything is stock in the settings of the 86U. Also take note that im having issues with both LAN and WIFI, although it seems to be worse on LAN! Sometimes some devices wake up and are connected again, other times they're all down.

Any advice?

 

[ColinTaylor]

I see you're using a Hub3.... so Virgin Media? Don't underestimate the possibility that VM or the Hub might be at fault. I find that almost invariably whenever I change or reconfigure my router it's at that precise moment that VM decides to do some "maintenance" on the local network.

But seriously, if you're having that kind of system wide problem you should be able to see something in the router's System Log and/or the Hub3's Network Log.

Side note: my own VM service has been rock solid for the last couple of years but for the last 2 weeks it's been up and down like a whore's drawers.

 

[jaisunny]

I see you're using a Hub3.... so Virgin Media? Don't underestimate the possibility that VM or the Hub might be at fault. I find that almost invariably whenever I change or reconfigure my router it's at that precise moment that VM decides to do some "maintenance" on the local network.

But seriously, if you're having that kind of system wide problem you should be able to see something in the router's System Log and/or the Hub3's Network Log.

Side note: my own VM service has been rock solid for the last couple of years but for the last 2 weeks it's been up and down like a whore's drawers.

It could be, i've been with them since NTL days and although its been solid most of the time, there was a phase where I was intermittently getting disconnections, so know all about this. I did notice a couple of times the hub3 would reboot itself.

BUT

Every time I turn the power off from the 86U on the back of it and then back on, the internet is working... briefly again. I just did it now for the third time.

One thing I noticed when logged into the 86U,,In the WAN section theres a area called "Special Requirement from ISP" if i leave the MAC CLONE empty, theres no internet connection. If I CLONE MAC then it gets a connection, i've never had to do that before on other routers. The speed is also poor since I've had this router connected up. Im thinking its a problem with the ASUS router rather than VM. I have VM booked for Tuesday but If I could solve this locally then It would be much better.

 

[ColinTaylor]

To solve the MAC clone issue all that should be required is that you remove that entry and apply the change to your router. Then turn off the power to the router and the Hub3. Wait about 5 minutes and then turn on the Hub3. Wait for it to fully boot up and sync before turning on the router.

I'm assuming from the above that your Hub3 is in modem-mode?

Other than that, as I said before, the first place you should look is in the logs of both devices.

 

[jaisunny]

To solve the MAC clone issue all that should be required is that you remove that entry and apply the change to your router. Then turn off the power to the router and the Hub3. Wait about 5 minutes and then turn on the Hub3. Wait for it to fully boot up and sync before turning on the router.

I'm assuming from the above that your Hub3 is in modem-mode?

Other than that, as I said before, the first place you should look is in the logs of both devices.

I have managed to turn off mac clone and i also switched DHCP query frequency to normal mode rather than aggressive. Still having issues, although not as bad.

Im convinced the problem is the ASUS, because heres why.. When the internet does come back, it comes on with only selective devices, for example, my mrs phone will not work while other wireless devices will. Its very selective. Im not sure how Im going to narrow this problem down without taking the HUB3 out of modem mode and testing it on its own.

As for system logs, I have saved them from the asus. Will try upload.

 

[Grisu]

there has recent been a very similar posting, what I can remember (but maybe wrong) it has been an updated iOS13beta device.

 

[ColinTaylor]

The problem is definitely with the Hub3. It has lost sync and is constantly rebooting itself in an attempt to regain it. This is the "classic" VM problem.

You should be able to confirm this by logging onto the Hub3 at 192.168.100.1 and looking at the network log. This is something the engineer will have to fix.

 

[jaisunny]

The problem is definitely with the Hub3. It has lost sync and is constantly rebooting itself in an attempt to regain it. This is the "classic" VM problem.

You should be able to confirm this by logging onto the Hub3 at 192.168.100.1 and looking at the network log. This is something the engineer will have to fix.

Here's logs from the hub3...

 

[ColinTaylor]

Here's logs from the hub3...

Yep, 100% confirmed.

That's not to say you aren't experiencing unrelated issues with your Asus, but there's nothing to indicate that in the log that I could see. Once the Hub3 issue is resolved you'll have a clearer picture.

 

[jaisunny]

Yep, 100% confirmed.

Cheers.
What a coincidence.

I am 99% sure the same thing happened a few years back when I installed my old N66U.

My bad luck lol.

There isn't a hub4 or newer VM router out yet is there? Hoping they will upgrade me if i push them while they're fixing the issue, not that it matter i guess since I use only the modem. Do you remember the old silver flat modems with the green lights on the front? i never had any problems with those.

 

[ColinTaylor]

Yes, like you I've been with them since they were NTL (and actually before that when they were cable and wireless ) so I remember the old "dependable" modems.

The Hub3 is the current device from VM and there's no indication of it being replaced at the moment.

 

[jaisunny]

Yes, like you I've been with them since they were NTL (and actually before that when they were cable and wireless ) so I remember the old "dependable" modems.

The Hub3 is the current device from VM and there's no indication of it being replaced at the moment.

For the last 2 hours my freeview tv and nintendo switch has been working flawlessly.
But my wifes mobile has been on and off throughout, mostly off, as well as the PS4.

I find it so odd that its only selective devices.

 

[ColinTaylor]

For the last 2 hours my freeview tv and nintendo switch has been working flawlessly.
But my wifes mobile has been on and off throughout, mostly off, as well as the PS4.

I find it so odd that its only selective devices.

Try and think of a common factor between the devices effected. Are they the only ones connecting over 5GHz for example? Are the connecting to a repeater? Again, the first place to look for clues is in the router's system log.

 

[jaisunny]

Try and think of a common factor between the devices effected. Are they the only ones connecting over 5GHz for example? Are the connecting to a repeater? Again, the first place to look for clues is in the router's system log.

Last 2 or 3 hours:

PS4 1 - wired = Disconnections.
PS4 2 - via bridge = No connection at all. (i now physically rebooted the N66U im using as a bridge and now its connected)
Wifes phone 2.4ghz = Disconnections.

Nintendo switch 2.4ghz = No issues.
Desktop PC wired = No issues.

Its got me scratching my head the way its behaving. Thats why I assumed its the ASUS, since its only been doing it the day the ASUS was installed... Again another head scratching as you suspect its the hub3.

I guess its probably easier/best to wait for VM engineer to turn up on Tuesday, get them to change the wiring between hub3 and wall socket(they alway do this! its been changed like 4 times in the last 5 years) and then troubleshoot from then onwards. If its the hub3 then I shouldn't need to troubleshoot any further.

For the time being, my mobile phone data is doing a excellent job for PS4 online, surprisingly.

 

[ColinTaylor]

I guess its probably easier/best to wait for VM engineer to turn up on Tuesday, get them to change the wiring between hub3 and wall socket(they alway do this! its been changed like 4 times in the last 5 years) and then troubleshoot from then onwards. If its the hub3 then I shouldn't need to troubleshoot any further.

It won't be a problem with the Hub3 itself (or the cable to the wall socket) but with the signal between it and the green box in the street. So they'll either need to adjust the amplifiers in the green box, insert an attenuator somewhere or replace some faulty equipment.

 

[jaisunny]

It won't be a problem with the Hub3 itself (or the cable to the wall socket) but with the signal between it and the green box in the street. So they'll either need to adjust the amplifiers in the green box, insert an attenuator somewhere or replace some faulty equipment.

They never do that.
They'll replace the cabling between the wall and the hub3, I can guarantee it. They've done it numerous times before when i've experienced a similar issue.
Possibly even change the hub3 or the hub3 PSU.

I remember once my power levels were way off and despite 3 engineers visits, they all just replaced the HUB3 and/or cabling. They also promised to send a "senior engineer" but when the 19 year old engineer turned up, he said no senior engineers exist anymore. The issue I had back then returned pretty quickly, but randomly went away on its own. I guess there's some noise on the network or another household causing the problem.

Lets see on Tuesday what they do

 

[jaisunny]

Everything has stabilized now, perfect all day. Now the engineer will find no faults tomorrow.

 

[OzarkEdge]

Everything has stabilized now, perfect all day. Now the engineer will find no faults tomorrow.

Maybe they already worked the problem on their end.

OE

 

[jaisunny]

Thankfully the engineer turned up and it was one that solved a problem 3 years ago for me, so he's a good one. He said the power levels were 51 and thats why it was cutting out. He's changed something and managed to get the levels back down to 44. He said, when everyone on the street is at home and online using the net, it'll rise to 50, but should be OK.

Speeds also increased and are better now. Lets hope it stays that way.