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Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL
reply to Roop

Re: [DSL] Cellpipe random reboots / loss of sync (Check logs ple

Awesome!

Just one more question. When you see the failures does the Cellpipe record a VDSL link DOWN / VDSL link UP combination in the log or does it look like the logs in the earlier posts (with firmware versions and the likes)? I ask because I do occasionally see normal loss of sync events as well as the reboot events. They may be related but at this point I'm trying to prove that the modem is rebooting itself since that would point to an obvious issue and may well explain the other less obvious issues...

Regardless your findings will be interesting and are greatly appreciated!


Roop

join:2003-11-15
Ottawa, ON

I think so... The time/date is wrong in the cell pipe and I see no way to set it, nor configure an NTP server.

There is an option to send the cell pipe's syslogs to a syslog server but it doesn't seem to work and everytime the problem happens, the settings I've added like the route to the syslog server get wiped...

I certainly was seeing reboots in the logs like yours, if they are from the exact same instance I think is likely but I can't say 100% given the time/date mismatch.



Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL

Yeah the dates are totally bogus... I'm doing the syslog thing and it doesn't catch everything but it does at least help in eliminating the guesswork of when stuff happened. I've also taken to clearing the log and checking it after it does stuff so that I know for sure that anything in the log is since I last cleared it.

I haven't had trouble with it deleting the syslog server settings but then again these things appear to be junk so anything is possible.

I'm glad to hear that it is not just me. Hopefully we can get this sorted out without too much more grief.

I'm still waiting on teksavvy after their latest questions to me. They asked me to leave the modem just plugged into the DSL line but with no PPPoE (either on the modem or on the router) connection active and see if it still rebooted. Of course it did. I think they are now out of things to try in order to eliminate other possible causes and it is just a question of how to talk to Bell about this now. We'll know soon enough.

Thanks again for your testing - I look forward to the results.


Roop

join:2003-11-15
Ottawa, ON

interesting test from bell - only the phone line plugged in. i have seen circumstances where malicious traffic can cause devices to reboot, maybe that's what they were guessing.

no email alerts yet with the sagemcom but it's too early to say for sure. if the sagemcom lasts for 48 hours without a connection drop, i'll let TSI know and ask they replace the cellpipe with a sagemcom.

I'm in North Kanata on a 7330 card. Where are you abouts in Ottawa?



Phibian

join:2009-06-01
Ottawa, ON

I'm downtown in the Glebe on a 7330 (25/7 only became available mid december here - so brand new).


Roop

join:2003-11-15
Ottawa, ON

1 edit

i have not received a WAN down alert email since i did the modem swap yesterday. looking at the router logs, there have been no PPP renegotiations since the swap either. it's a bit early to say for sure if the sagemcom is more stable but so far this is the longest uptime i've had without a WAN down email.

update:
>24 hours without a single reset.



JCohen
Premium
join:2010-10-19
Nepean, ON
kudos:9
Reviews:
·Start Communicat..
·TekSavvy Cable
·Rogers Hi-Speed

said by Roop:

i have not received a WAN down alert email since i did the modem swap yesterday. looking at the router logs, there have been no PPP renegotiations since the swap either. it's a bit early to say for sure if the sagemcom is more stable but so far this is the longest uptime i've had without a WAN down email.

I've got a Sagecom in Ottawa as well and I've had no issues with it. When the Bell tech was here installing he said that they're not even giving the Cellpipe out to their own customers anymore.


Phibian

join:2009-06-01
Ottawa, ON
reply to Roop

I think I see where this is going...

So just for kicks I unplugged the phone line from the modem and let it sit for a day. Guess what - yup the modem still reboots itself...


Roop

join:2003-11-15
Ottawa, ON

1 edit

uh... that can only happen if there's some bug in the cellpipe code causing this to occur.

if we're lucky this is due to something in the code. i never tried factory resetting mine. if you factory reset yours does it stabilize?

if we're unlucky this is a bug in the firmware itself and it will reboot in any cofig. given there are people working well with cellpipes, perhaps it's just the 7330 firmware.

-------------

I did a factory reset from the web interface. all that did was enable all the crap i disabled. i figured what the hell, so i just disabled WIFI and left everything else alone.

i'm connected through the cellpipe now. let's see if i get and WAN down emails. the pattern has been a few in 24 hours so we'll see.

sagemcom had none...



Phibian

join:2009-06-01
Ottawa, ON

Yeah it does look like it is the code and only for the 7330. I've tested everything after a factory reset so that doesn't seem to help.



Phibian

join:2009-06-01
Ottawa, ON
reply to Phibian

I've passed on the details to teksavvy and requested a plan of action to get us working modems. I'm waiting for a response but don't expect anything until Monday.


Roop

join:2003-11-15
Ottawa, ON

i don't recall having this problem right from day one, i seem to recall it started after a period of time.

i had factory reset the cellpipe last night at 9:46pm. i logged into it and only made one single change: disabling wifi. i left everything else alone and PPPoE'd through it. it's been online since without an issue.

things i was changing before:
network IP, it's 192.168.2.1 by default, i changed this
disable HPNA
disable the vlan35/36 thing
disable dhcp configured syslog server
added one static route to get to the syslog server



Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL

I've had the problem from day one (Mid December).

I disable wifi and dhcp
Set a new static IP (192.168.2/3.254) 2 for one and 3 for the other modem so that I can easily access the GUIs through the router/firewall.
Set to PPPoE (Internet Only) and don't enter any login.
Set an admin login and password.
No static routes or anything else.
I only started doing the syslog thing when I was trying to figure out the timing since the log times are wrong as you know.

I typically see at least one reboot event within 24 hours but on rare occasions it has made it slightly longer than 24 hours.

None of this should impact anything though. It is not like either of us are setting all sorts for crazy filters on it (which it should be able to handle just fine). We are using it in about the dumbest mode it can run in.

Oh and how did you disable HPNA? I can't seem to find that in the menus.

Honestly if the sagemcom works and I had the option of buying a pair for something resembling a reasonable price I would. I just need this to work.

Still no response from teksavvy. Come Monday I'm turning up the heat on them because this is ridiculous.



marknotmarc

@teksavvy.com

I had the same issue with the same firmware. I am using the modem in bridge mode with my WNDR3700 router. I am located in the east end of Ottawa.

This is my disconnection log from the week leading up to the tech visit

Internet disconnected] Sunday, January 08,2012 21:24:04
Internet disconnected Sunday, January 08,2012 16:36:40
Internet disconnected Sunday, January 08,2012 13:19:19
Internet disconnected Sunday, January 08,2012 10:04:27
Internet disconnected Saturday, January 07,2012 04:48:11
Internet disconnected Saturday, January 07,2012 00:34:31
Internet disconnected Thursday, January 05,2012 08:37:55
Internet disconnected Thursday, January 05,2012 03:52:55
Internet disconnected Monday, January 02,2012 07:20:29
Internet disconnected Saturday, December 31,2011 16:51:58
Internet disconnected Saturday, December 31,2011 15:37:49
Internet disconnected Friday, December 30,2011 05:33:55

I pestered teksavvy as my install was still under the one month warranty. They escalated to Bell, and a Bell contractor came out. I explained the issue and showed him the reboot logs that were identical to yours. He had brought along a Bell Cellpipe modem with firmware 1.0.4.3EF-ISAM and I attached that. He got permission from his supervisor to leave that modem at my apt and have me monitor. It has been almost a week and I have not had a single disconnect.


Roop

join:2003-11-15
Ottawa, ON
reply to Phibian

here's how to get 2 sagemcoms:

get DSL directly from bell (25/7 is $27 right now)
that's the first sagemcom. tell them you lost it/ate it/set it on fire and pay for another one. do that again and bam. two sagemcoms.

cellpipe is still connected.

hpna is an option somewhere i seem to recall.


Cloneman

join:2002-08-29
Montreal
kudos:3
reply to Phibian

During a crash, does ping work?



Phibian

join:2009-06-01
Ottawa, ON
reply to marknotmarc

Thanks for the info. If there is a working firmware then that would be great. I'll talk to teksavvy about that.



Phibian

join:2009-06-01
Ottawa, ON
reply to Cloneman

Ping to the outside world does not work. I haven't tried a ping to the modem itself.


Roop

join:2003-11-15
Ottawa, ON
reply to Phibian

i'm still online with my factory resetted cellpipe. my router's PPPoE logs show no reconnection attempts since I last put the cellpipe back in service.

Phibian, could you try doing the same thing? factory reset your modem and only disable wifi. Don't change it's IP or anything else. I think of all the things I did, changing the IP was the most likely to cause this. perhaps bell/alcatel never tested/QA'd the firmware for different addresses and maybe that's when it runs into a bug.



Phibian

join:2009-06-01
Ottawa, ON

Will do.


Roop

join:2003-11-15
Ottawa, ON

there was a PPPoE reconnect at 4:28pm today through the cellpipe. The sagemcom did not register any problem at that time. My VPN dropped at that time and I had to manually intervene to bring the VPN back up... just slightly annoying.

I would say the config reset and config change if anything may have decreased the frequency of the problem but it's still there.

I would like either a fixed firmware or a sagemcom.



Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL

I'll let you know how my test goes but I'm 99% sure I'll see issues too.

I agree that we need either fixed firmware or a different modem and ASAP. If Bell won't give them the firmware or the modems then they had better find another way to get them.

Teksavvy has finally replied and their reply is - well let's just say I'm extremely disappointed. They asked me all sorts of questions about filters and wiring details. Stating that they needed to review such details before requesting a modem replacement from Bell.

I've already had one modem replacement (with the same broken firmware) and the thing reboots when it is not even connected to the phone line so wiring is obviously not the issue. It is as if they aren't even reading what I'm writing.

I've asked for a manager to please call me tomorrow.

I honestly expected more from them.



MarkNotMarc

@teksavvy.com

Still not disconnects for me after a full week with the new Cellpipe with the new firmware 1.0.4.3EF-ISAM. The Bell modem is in bridge mode with WIFI disabled.

I did try all the things you tried on the old modem. Disabling WIFI, factory resetting, turning off the DHCP server (which was a pain anytime I wanted to check the modem logs I had to manually configure a network setting), I also followed another set of advice which was to enter PPoE blank credentials when using bridge mode. None of these worked.

The only thing that worked, and I think I got lucky, was the new modem with the 1.0.4.3EF-ISAM firmware. I don't think they want Teksavvy clients to have this version as when you first open you browser and you are directly connected to the modem it gives you a Bell setup wizard.


Roop

join:2003-11-15
Ottawa, ON
reply to Phibian

sigh. I really don't like saying this and don't want to say it but teksavvy is not the company they were 3-4 years ago when I first joined.

If the cellpipe continues with this behavior, I think I'll just tell bell I lost/burned/through out my sagemcom and pay them for another one. then i'll have two sagemcoms and not have to worry about this BS. I'm not sure if I can just walk into a bell store and buy a sagemcom either. there's one in bayshore, maybe that'll work.

I sure as hell am not going through the crap you went through with tek so far.


Roop

join:2003-11-15
Ottawa, ON
reply to MarkNotMarc

hmm, If we had a way to dump and re-upload this firmware we could try this...



Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL

TSI-Martin is now looking into this for me. Sounds slightly more hopeful... I'll keep you all posted.

For the firmware I found this on the Telus forum. Seems like it is possible but I'm hardly an expert on such things.

»Alcatel Cellpipe 7130 TJ3-65-014E modified TELUS firmware

The description of what to do is about halfway down the page. It also sounds like the firmware for the Telus modem is somewhat different in that it comes with a section in the UI to upload a new firmware image. It may also be that the Telus hardware is slightly different too. I remember reading somewhere that there are several different variants of the Cellpipe 7130.


Roop

join:2003-11-15
Ottawa, ON

i'll give that firmware a shot when i get home. this cellpipe is pretty useless as it is, if i brick it then oh well.

i had an outage this morning. i have one right now. for whatever reason, the cellpipe or router didn't recover on it's own and i'm not at home so i'll have to walk my wife through the fix. yay!



Stefan

@teksavvy.com

I have the same problem my Cellpipe randomly reboots (not dropping sync). I can tell its a reboot because all the lights go out even the LAN lights and the power light.

Here is the log, you can see where it reboots at line 10.
Firmware is version v1.0.4.4R3WH

»pastebin.com/6Mgm2PiL



Phibian

join:2009-06-01
Ottawa, ON
Reviews:
·TekSavvy DSL

Yup that looks exactly like the issue.

Cool that you've caught it in the act. I've never seen it with my own eyes as it lives in the basement and I'm upstairs. I think this is the 100% confirmation that we needed that the thing is completely rebooting.

I'm still working on TSI for some sort of resolution. TSI-Martin is the one currently handling this. I might suggest that everyone send him an IM directly to let him know that you are affected by the Cellpipe reboot issue.

The squeaky wheel gets the grease, right?


marknotmarc

join:2012-01-17
Gloucester, ON
Reviews:
·Rogers Hi-Speed
·TekSavvy DSL

I IMed Martin with the solution to my reboots with my Cellpipe modem model version and firmware version, and the Bell techs cellphone number and hopefully you guys can get it fixed like I did. It took a few tech visits and a number of calls to get mine fixed.

FYI here was the reboot log I used to see:

2011-12-09F01:31:05 HPNA info HPNA device is ready to be loaded with fw
2011-12-09F01:31:12 HPNA info Set HPNA device's mac address
2011-12-09F01:31:12 HPNA info Activate loaded fw image
2011-12-09F01:31:17 GUI info this firmware is version v1.0.4.4R3WH
2011-12-09F01:31:17 UPnP info UPnP IGD started
2011-12-09F01:31:18 UPnP info Known Connection Type(PPP type)! Use file: xml/igdPPPDesc.xml...
2011-12-09F01:31:26 Ethernet info Link 2 Up - 100Base-TX Full Duplex
2011-12-09F01:32:21 VDSL notice Detect VDSL Link UP...