S

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1 Point

Mon, Dec 14, 2020 6:17 AM

Starhub Internet connection

Hi There, I have been having internet connectivity issues for the past almost 2 months (since mid oct 2020), the first time it happened I reported to starhub and they did the normal on call trouble shooting (rebooting modem and router, power off and on etc) and then finally sent someone to replace the Linksys EA8100 router, for a week or so it was ok and then again the trouble started, the funny thing is the power to the modem goes off, then when I press the button at the back of the modem it comes up again and for a while it is stable and again the same thing repeats. it was very frustrating especially when we are working at home connected to office servers or chats or video call (mine is a 1gbps link) again will have to go through the painful starhub service desk of pressing so many numbers and listen to their advert of iphone and then more music and then more and finally one of the service agent hears our story and then asks to give our home address and etc and then listen's the problem again and then suggest may be it is modem or router problem and again ask to power it down and power on, this keeps repeating for next 3 to 4 weeks and finally another hub trooper is sent to check and change the modem and router , for a couple of days it is again stable and once again the whole thing repeats (the power to the modem and router switches off by it self and we need to switch it on and again it works and we get the internet connection) some times this happens 3 to 5 times in a day, mid way through a call the connection goes off and again the call to starthub line 1633 had to go through the hoops of pressing so many buttons, listening to the sales pitch, listen to music and finally get connected to service again and after giving the details again have to repeat the same (which tell them they can open the old case it is same) anyway the agent is following his instructions, finally once the agent says it could be a router problem and asked me to call Linksys, which I call and they run through another set of trouble shooting qustions and then finally they say the router could be a problem bring it for replacement (lucky it is still in warranty, this is a starhub supplied router) after putting the new router for a day or so it works (no loss of internet connectivity) but within the week it starts to repeat again, this time after finally reaching the 1633 serviece agent he suggest may that router  (EA 8100) is not good you will have to buy a new one perhaps that will solve the problem so off I go and buy a new tp link router and fix it, for few days it works fine again the Nucleus modem starts to switch off automatically,  the whole thing repeats , I even put a new extension cord and ensured there is no other device connected to that extension cord other than the Nucleus modem still it keeps tripping off, each agent I speak with wonder how could the modem power go off, well thats exactly the issue. I checked the extension cord separately by connecting to my TV and other devices, it never fails with other devices and again I connect the Nucleus modem (only 1 connection to the extension cord) and again it repeats, also one thing I notice, the power to the modem goes of intermittently it is not like continuously it goes off or it is not like it never even powers on , it simply goes off at random time, I wondered is it because I am connecting my wifi devices and it is happening when I am drawing too much data, but thats not true the randomness of the tripping is truly random, sometimes when none of the devices are connected (late in the night) also it trips off. i wonder if there is any interference in the fiber channel or other place which is causing the modem to trip off. I tried to reason this with Service agent, they keep saying the do not see anything from their end, I even offered starhub can put any device or a a camera or something which will help to monitor this over couple of days, they say it is not needed and they will yet again send a hub trooper to check both the modem and power socket. Hopefully it will get resolved soon.

Carla_P

Moderator

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5.5K Messages

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3.2K Points

10 m ago

Hi @sravikrishna, sorry for the inconvenience this has caused. We understand that you are frustrated about these issues. Please know it's not our intention to make things difficult for you. You may keep us posted here about your concern once our Hubtrooper visits your home to resolve your issue. 

2 Messages

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2 Points

1 m ago

Has the problem been solved? I am getting exactly the same issues.

2 Messages

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2 Points

1 m ago

my suggestion is to connect a switch to the ONT. one lan cable connects to the router and another directly to a laptop and run PRTG on it.

actually i managed to get some data on PRTG but when i called 1633, after going thru the same old steps, internet works again. I did not use a switch to connect directly to the ONT so it is hard to me convince starhub.

i have a feeling there is no enough IP to go around all the users.

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