Nokia G-245G-A ONT getting reset

[Deleted member 83050]

Dear fellow IBF members,

I would like to draw attention to a major issue with the incompetence of major ISPs in India and their technically illiterate field technicians.

I experienced a sudden loss of internet connection at 2 AM. I attempted to reboot the router (stock ONT provided by TPF) and discovered that it had been reset to default settings (SSID and password).I always keep rebooting the router once every two to three days so that it doesn't glitch out during my peak working hours.That day i was unable to reconnect to the internet, despite switching to the default SSID. Frustrated, I had to use my Airtel mobile hotspot to continue my work.

At 9 AM, I raised a service request on the Tata Play Fiber App and contacted the local field technician, who claimed that he required 2-3 hours to arrange for a new router. Due to my workload, I did not call him back until 6 PM, at which point he suggested that the router was being reset due to power fluctuations at my home, despite me having a UPS in place to supply DC power.

He has since refused to take my calls, and I have emailed Tata Play Fiber regarding the issue. However, I have yet to receive a response. The call center has only provided feedback calls, and while they claim that a senior technician will contact me, no one has done so thus far.

I have never encountered this issue before and have previously praised Tata Play Fiber for its reliability. I would appreciate any advice or input from you as I have been without broadband for the past two days, and this has greatly disrupted my work.

Thank you.

 

[Deleted member 83050]

@Chip @vishalrao @Lolita_Magnum any input from you guys would be appreciated a lot.

 

[Lolita_Magnum]

It does not seem that the issue is from TPF end and is likely due to mem chip on your router failing.
Your likely option would be to replace it.
To get accurate results You'd need to run an external log server and get all the logs until it fails again.

 

[Chip]

@rajat_ I agree with @Lolita_Magnum it's a router fault. Unless you see massive fluctuations in the voltage, which are unlikely nowadays, because all your home appliances would likely fail if that were the case. Don't know in which area you're staying but MSEDCL has been switching the power on and off at random intervals to load shed and switch feeders. That can cause issues.

However since you have a UPS the router should not reboot as it uses a brick that operates from 120-240v and quite literally any voltage in between. Always outputting a pretty stable 12v DC for the router (DC voltage this is model specific BTW) My guess is the router is rebooting for one or more of the following reasons:

a) Config file or ROM is bad.
b) Storage chips are bad
c) CPU chip is overheating.
d) Brick/power supply is faulty

To cut it short just have them change the piece.

 

[Deleted member 83050]

@Chip i stay in wakad. There have been no electricity fluctuations in my area. We don't even have power cuts.

 

[Deleted member 83050]

UPDATE:

After numerous attempts to communicate with the customer care team via email and phone, I'm relieved to report that my router has been successfully replaced. Admittedly, the process was quite frustrating as I had to provide multiple pieces of evidence to prove that the router was indeed malfunctioning. It's always a challenge to deal with field technicians and customer support staff who lack the necessary technical expertise. The experience was both exhausting and painful.

Moving forward, I've taken note of the PPPoE login credentials so that I can manually enter them in case of a similar issue in the future. Tata Play has subpar customer support and field technicians. It was my first time dealing with such an issue, and after being without internet for almost three days, I was on the verge of losing my mind.

But in the end, everything seems to be resolved, and I'm pleased to report that I received a brand new Nokia G-245G-A router.

Thanks @Lolita_Magnum @Chip for your input.

 

[vishalrao]

Yep I was going to say that most likely your router went bad and maybe they are delaying due to being weekend but if they really did replace it in a day's time seems not bad response time from them.