SmartRG SR505N Connection Dropping/Internet Light Goes Off

Reply
JCH_2018
Resident

Hoping someone can help.

We're with a 3rd party SIP trunk provider since Sept.1st. They provide the SIP channels plus SmartRG SR505N modem/router and TELUS provides the line.

For the 2 months we've been with this provider (and TELUS indirectly) our internet connection keeps dropping. Never before 9:00am which is weird. We open at 6:00am and the connection is good for those few hours each morning. It randomly drops 1-3 times a day after that.

Calls get dropped, internet dies, phones go to failover, the SmartRG DSL light pulses green (supposed to be solid green when online) and the Internet light goes off completely. Lasts a few minutes, then everything comes back online.

Our Windows Event Viewers log it as Error ID 1014 - DNS Client Events - Name resolution for the name timed out after none of the configured DNS servers responded.

The SmartRG has already been replaced. We've had 2 TELUS technicians in, plus 2 outside contractors, to test the outside comm boxes down the street, the TELUS box in our building electrical room, the TELUS demarc in our office. They all said the line is fine. They all believe it's the SmartRG.

They all had various suggestions for what the problem could be:

- A WIFI conflict between the SmartRG and our IP-PBX Cisco UC540 router. We all use our Cisco UC540 WIFI. If the SmartRG WIFI is enabled as well it could conflict.

- Could be the SmartRG configuration setup

- Could be a sync issue

- Could be a problem with the firmware

- Could be when someone mistakenly calls or a spam robocall calls our hidden trunk number which could cause line noise and de-syncs our connection

Just FYI we connect our Cisco UC540 to the SmartRG by ethernet cable to the LAN1 port on the back. They don’t connect wirelessly.

Any suggestions on how to fix this?

Thanks!

Upcraft
Advocate

@JCH_2018 wrote:

Hoping someone can help.

We're with a 3rd party SIP trunk provider since Sept.1st. They provide the SIP channels plus SmartRG SR505N modem/router and TELUS provides the line.

Any suggestions on how to fix this?

Thanks!


 

So you are using a different internet provider who leases the local loop from Telus.  You likely need to deal with them on this.  

 

If you were a Telus client they would give you either an Actiontec T2200M if you only wanted a "dumb" bridged modem or a T3200M if you wanted a full router/wifi gateway.  For business use I would say always go for the bridged modem T2200M with your own router and wifi unless you need the gateway to run Telus TV services (You can do TV on 3rd party routers but the vast majority of routers do not do multicast routing well if they do it at all)

 

 

Sounds like you have your own router and firewall so no router or wifi features are needed from your VDSL modem.  If you can get an Actiontec T2200m you can swap it and see if the problem continues or disappears.  If it goes away then the SmartRG device likely has some kind of firmware bug as you already mentioned you tried a replacement.  (I hope you switched power supplies when you replaced it and did not simply use the old power plug as it's 99% of the time the component that actually fails in a small modem/router)

 

Telus does not sell that device or just hand it out, but it is easy to find them on ebay or kijiji and places like that used.  If you get one with generic Actiontec firmware you might need to configure some line settings before it will connect. that would need VDSL profile 17a, VDSL over PTM, encapsulation: IPoE.  (Many generic modems come out of the box setup for ATM mode and PPPoE for addressing so those 2 for sure need changes.