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[Internet] Bell fibe 25/10 sagecome sync no surf issue

Hello,

does anyone know the definitive fix for the sync no surf issue?

in December i upgraded to the 25/10 and the black sagecom modem and twice a day i get this issue. if i reboot the modem all goes back to normal till the next time it hits.

I read it could be mtu size or profile setting? its driving me crazy and especially the wife!

description of issue:
Normally i get blazing speeds and steady connection but when this issue hits, the lights on modem show full sync but unable to surf to websites, can sometimes do a speedtest and even ping. If I am logged into a game, the game connection is fine, but log out i am unable to connect to the site again. rebooting modem or go to the admin screen on the sagecom modem and remove my bell password so i am no longer connected, then reenter password to become connected again, this gives me a new ip address. The issue is resolved and I can surf normally again.

Bell has come out and tested the line and sent me several new sagecom modems. but issue persists.

Any advice on this issue is most welcome.

thanks
Brosio

According to many others, you can ask bell to change your modem's profile into an "interleaved profile". This adds some latency, but it eliminates this issue.

is this problem happening with only one computer ? did you try with another one? Did a Tech change the Slam port?

Yes i have been put on interleave and they have changed my slam port

Is the internet light still on when youre experiencing this? Is it just one computer? Are you using your own router or just the sagecom?

The root problem seems to be with DNS resolution, so the last few times I've run in to this problem I've (seemingly) managed to solve the situation by using Google's DNS servers (8.8.8.8 and 8.8.4.4) instead of Bell's. I know it doesn't make a lot of sense, but so far none of the jobs in question have come back. Changing ports and modems didn't help. I never tried interleave.

Try IPTV profile.

It's so frustrating to see people still recommending an IPTV profile... that may 'solve' the issue, but this isn't a matter of video v internet profiles. My guess is, the interleaving built into the iptv profile solves it. So before requesting an IPTV profile (which should be reserved for IPTV customers) ask an interleave DSL profile.

I'd be interested in testing what Hogtownhog is suggesting as well. Sync no surf can point to a DNS issue

Yes all lights on the modem are on as they normally should be when this happens, it occurs on all my computers, either wired or wireless laptops.

I will look into that google dns change, any info on how to make that change?

I had asked to be put on interleave and believe i was on it when the issue continued to happen. I also read about iptv profile as well. will try that one second i think.

thanks
Brosio

This has been debated to death in the teksavvy forum, some very smart people were able to hack into it, and while they were able to unlock the full 50meg (and higher) bridge mode, they havent found a way to fix the sync no surf. it must be an embedded bug in the firmware, because like i said, it didnt exist when Bell first released it.
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I remember on the Teksaavy they were testing new firmware to fix this problem but haven't heard anything about it since.

Ok the dns change to use google dns 8.8.8.8 and 8.8.4.4 did not work. also confirmed that I was still on interleave.

not sure what else to try other than switching back to a slower speed and using the white 2wire modem.

the one thing i have not tried is the mtu change, can I change this setting and to what value do i want to use?

thanks
Brosio

Hey mate,
i had the same sync no surf issue... it ended up being the WiFi on the sagemcom modem, i disabled the WiFi and bought my own AP. its been over 1 years now i haven't had the sync no surf issue, were as before it was occurring every other day.

Low ping, you say to switch to an IPTV profile? I was on this profile
( V26944-20032_11328-2048_66211 ) is iptv different?

MTLbuzzer, you mentioned wifi, i am using wireless and hardwired , are you saying if i disable wireless the wired connection will stop having these synce no surf issues?

thanks
Brosio

When you change to an IPTV profile it only adds a small amount of latency and there is no issue with taking an IPTV profile because it is the port that is being used it doesn't affect the availability of IPTV for other users...you need the second vlan with a vpi/vci of 0/36 for IPTV. At any rate this is what the fix is at this time and I have proven it with many users in the recent "past". Contact the "direct" forum ask them to be placed on an IPTV profile with the same speed range as you are on now...the profile will have a "final" character of "2" instead of "1" (V26944-20032_11328-2048_66212 vs V26944-20032_11328-2048_66211) as an example.
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My Canada includes Quebec.
Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies.

I see some updates on teksavvy side of the forum on this subject today.

I asked in the direct forum to be put on the iptv profile and they said i already am,
V26944-20032_8128-2048_66211

but in the post above Glen1 mentioned the last digit should be a 2

am i on the right profile to fix this sync no surf issue?

- what did the teksavy forum mention today on this issue?

Ok they have put me on the iptv profile, but couldnt guarantee how long i would stay there since there is a bot that changes you off if it doesnt think you belong there. apparently no way to disable this bot...

Yea they do an audit every now and then to make sure you're where youre supposed to be some people get audited every month and other every couple years.

Has the change in profile (iptv) corrected the "no synch" issue for you? That is what is important here. Please advise!

we went about a day and a half with no issues but then it occured again. I am assuming the bot switched the profile back.

will maybe have to live with this till this new firmware update comes out

I can switch it back if you pm me the number if you want or post in the direct forum

Edit:theres a firmware update coming in October to deal with the fibe tv guide and a few other things, maybe this will get resolved

I'm on 25/10 with fibe tv. I have no issues on fastpath channel.

There is a way of getting your number removed from the "bot" list but you would have to request that in the "direct" forum and ask them to verify the profile you are on is an IPTV profile...mention the synch no surf issue and how it was temporarily corrected when you were on the IPTV profile...perhaps they can assist.I know it works to fix the issue as I have used it a few times for customers that I have dealt with...I never hear back from them after I apply the fix.

Start the conversation off with "I need your help" when dealing with the direct forum and copy a link from this thread.
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My Canada includes Quebec.
Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies.