U

3 Messages

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3 Points

Thu, Jun 17, 2021 1:51 PM

nucleus modem restarts every night; also when receiving calls from DV

ive been having this persistent issue that every night from 7-830pm my modem will just go on restart mode. meaning power and PON will go solid, then PORT1 and PORT3 will blink meaning got activity - then suddenly all lights will go off and the ports will blink and the cycle begins.

i will be able to stop the cycle by powering all devices off. modem and routers (i have 2 routers for one for each 1GB port) sometimes i will be successful but most of the time i need to wait 30 mins to be back online.

initially my internet will also go out if someone will call my DV - digital voice (land line) at anytime; so engineer suggested to cut the DV to which i agreed. even though i need a DV for my lift access i sacrificed that because i thought that will fix my issue.

now that my DV is cutoff - i still have the issue. sigh.

things done to try and solve issue:

- cut DV

- replace modem with new one (done by starhub)

- factory reset all router to get new IP

and still to date my modem restarts.

196 Messages

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194 Points

5 m ago

@user_25ed75 Is the LOS light blinking red on your ONT during boot up before going away?

3 Messages

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3 Points

No all green, in fact what I would sometimes do is just turn off one of my two router and the internet will be back immediately on the live one. and would stay online until i turn on the other one. 

i have Google Wifi and TP-Link ax3000.

i would turn off either, and the one left on will have internet.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

5 m ago

Hi @user_25ed75, sorry for the inconvenience this has caused. Please contact our Customer Support via Facebook Messenger by clicking the link below as this will require further technical assistance from our relevant team. 

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