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Link Down/Up Repeatedly

Link Down/Up Repeatedly

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Contributor EvanK
Contributor
Posts: 4
Registered: ‎09-15-2014
Message 1 of 7
(1,187 Views)

I'm trying to play an online co-op game but I keep getting disconnected. I've worked some with support who:

 

* had me factory reset my modem

* unplug the power and coax to the TVs and set boxes (to clear any static that may be present).

* they reset connections or whatever "magic" they can do (that didn't do anything)

 

Any time I am disconnected, the router system logs show sets of link down/up like:


Sep 14 20:45:03 2014 System Log WAN DHCP DHCP WAN connection IP:###.###.###.###,DNS:###.###.###.###,###.###.###.###,GTW:###.###.###.###,Subnet:255.255.255.0 (WAN MoCA)
Sep 14 20:44:53 2014 System Log WAN ETH WAN Ethernet Link Up
Sep 14 20:44:53 2014 System Log WAN Coax WAN Coax Link Up
Sep 14 20:44:49 2014 System Log WAN ETH WAN Ethernet Link Down
Sep 14 20:44:49 2014 System Log WAN Coax WAN Coax Link Down

 

As you can see, it restarts within a few seconds (like above was 4 seconds) but it is long enough for things to drop the connection.

 

My router itself is not restarting since it reports that it has been up since factory reset:

Active Status (Router Has Been Active For):12 hours, 2 minutes

 

Since the factory reset yesterday evening this has happened even while I am sleeping and not actively using the Internet (heck the game console is even turned off):


Sep 15 08:49:10 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 08:34:17 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 08:12:38 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 08:11:22 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 07:09:36 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 07:08:16 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 06:35:42 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 06:21:19 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 06:10:58 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 05:48:55 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 05:35:17 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 04:02:04 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 00:46:18 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 00:22:17 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 23:36:38 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 23:24:48 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 23:13:11 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 23:00:23 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 22:21:57 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:53:52 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:53:44 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:52:38 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:41:15 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:27:37 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 21:01:39 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:56:18 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:53:26 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:44:49 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:24:13 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:18:55 2014 System Log WAN Coax WAN Coax Link Down
Sep 14 20:12:41 2014 System Log WAN Coax WAN Coax Link Down

 

Anybody know what the issue is?

 

Has anybody had this same problem and what did you tell support to get them to move along?

 

Frustrated!! And I appreciate any help and insight anyone can give. Thanks.

6 REPLIES 6
Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009
Message 2 of 7
(1,164 Views)

Well it's unusual because you say that you never notice the lights rebooting or changing.

 

On Verizon you can only have one of those active at any given time and it does not fluctuate from one to the other (WAN Coax and WAN Ethernet) 

 

If those are truly dropping, then you would see that in a physical form by watching the Wan Coax or Wan Ethernet Light on your router.  If those are indeed dropping, then you have a physical problem with that cable.     You would have immediate access to the back of the router where it's plugged in, so you would fully disconnect it, and then reconnect.  If you have access to the other end of that same cable, then you would do the same there, and then keep an eye on it.  If the problem does not go away, then you'll want to replace that cable if possible.   

 

Also if no one has ever rebooted your ONT, then you might want to take a couple minutes today and do that. 

 

Contributor EvanK
Contributor
Posts: 4
Registered: ‎09-15-2014
Message 3 of 7
(1,161 Views)

Thanks for the reply. I should have mentioned that I did restart the ONT as described in the link you provided (remove power, remove battery, wait, reconnect) earlier yesterday. One of the first things I did as well as power on/off the router. Then I contacted support.

 

As for seeing the router lights, that might be the next thing I need to do. Problem is, since it is so sporadic and random, it is not like I can sit here and stare at the router until it happens. I may be able to aim a camera at it and record for a couple of hours.

 

There is only a coax cable connected to the modem; the ethernet WAN port is empty. Yet it always has the same pattern in the log:

 

Sep 15 11:16:19 2014System LogWAN DHCPDHCP WAN connection IP:................
Sep 15 10:56:48 2014System LogWAN CoaxWAN Coax Link Rate <TX 236Mbps/RX 230Mbps>
Sep 15 10:52:33 2014System LogWAN CoaxWAN Coax Link Rate <TX 219Mbps/RX 230Mbps>
Sep 15 10:51:48 2014System LogWAN CoaxWAN Coax Link Up
Sep 15 10:51:48 2014System LogWAN ETHWAN Ethernet Link Up
Sep 15 10:51:42 2014System LogWAN CoaxWAN Coax Link Down
Sep 15 10:51:42 2014System LogWAN ETHWAN Ethernet Link Down

 

What you say about the WAN Ethernet and WAN Coax and only one at a time, makes sense to me but the logs are what the logs are. 

 

I do have a spare coax cable that I can swap out for the router to wall. Not going to be able to swap out from wall to the ONT since that's very long and built into the house. They piggy backed on the house-installed coax (for cable or whatever).

Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,796
Registered: ‎08-06-2008
Message 4 of 7
(1,125 Views)

Either Verizon has your provisioning messed up or you need a need a new router or ONT. Something is not right.

Contributor EvanK
Contributor
Posts: 4
Registered: ‎09-15-2014
Message 5 of 7
(1,107 Views)

When I got home yesterday, it hadn't done any of the down/up from 10 AM. It was stable enough last night with only 1 or 2 restarts while I was trying to do stuff in the evening.

 

That said, overnight it seems to have returned as evident by:

Sep 16 09:04:22 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 08:40:15 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 08:17:22 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 08:16:12 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 07:38:21 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 07:25:47 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 06:59:22 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 06:53:25 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 06:35:47 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 05:06:11 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 02:57:08 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 02:05:45 2014 System Log WAN Coax WAN Coax Link Down
Sep 16 00:24:43 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 21:53:53 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 21:31:13 2014 System Log WAN Coax WAN Coax Link Down
Sep 15 19:41:17 2014 System Log WAN Coax WAN Coax Link Down

That's 13 times from midnight on. 

 

I wish there was some way to see what the ONT knows. In my mind it's like:

Verizon Building <--path1--> ONT <--path2--> Modem/Router

 

We know path2 (ONT to Modem) is having issues as evident by the modem's logs.

I have no ability to know if path1 is having an issue at the same time and is a root cause or not.

 

 

Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009
Message 6 of 7
(1,100 Views)
The ont keeps event logs of some sort but the best I can tell, only verizon has access to them. Maybe start a chat and ask if the agent would mind checking them for you? I saw in my mobile app I can do a chat through it for support.
Contributor EvanK
Contributor
Posts: 4
Registered: ‎09-15-2014
Message 7 of 7
(1,074 Views)

Well I got home a bit earlier today and hit up Live Chat. 

 

They contacted the network team and reported:

   They [network technician team] caught the issue. It seems that port on ONT that connects to router has gone bad.
    I will schedule a technician to fix it.

 

Not sure why the earlier support people couldn't get to this as quickly but I hope it solves the problem. Keeping my fingers crossed.

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