CenturyLink → UPDATE:ZyXEL PK5001Z Modem dropping exactly every 15 minutes

So I recently signed up for CL 10Mb DSL. For the most part it works great. Unless it comes to streaming or playing games online. Every 15 minutes on the nose the connection drops just momentarily. Long enough to stop streaming or kick me off a server.

I've watched the system log while streaming things, and like clockwork every 15-16 minutes, the internet cuts out no matter what, dropping my streaming connection. This is insanity for trying to play a game online.

Below is a snippet from the system log, showing the 15 minute routine (which logs 4 distinct activities during the drop). Check the time stamps:

11/17/2012 07:00:20 PM DHCP DHCP send discover packet
11/17/2012 07:00:20 PM DHCP DHCP receive offer packet
11/17/2012 07:00:20 PM DHCP DHCP send request packet
11/17/2012 07:00:21 PM DHCP DHCP receive ACK option
11/17/2012 07:15:58 PM DHCP DHCP send discover packet
11/17/2012 07:15:58 PM DHCP DHCP receive offer packet
11/17/2012 07:15:58 PM DHCP DHCP send request packet
11/17/2012 07:16:00 PM DHCP DHCP receive ACK option
11/17/2012 07:31:35 PM DHCP DHCP send discover packet
11/17/2012 07:31:36 PM DHCP DHCP receive offer packet
11/17/2012 07:31:36 PM DHCP DHCP send request packet
11/17/2012 07:31:37 PM DHCP DHCP receive ACK option
11/17/2012 07:49:12 PM DHCP DHCP send discover packet
11/17/2012 07:49:13 PM DHCP DHCP receive offer packet
11/17/2012 07:49:13 PM DHCP DHCP send request packet
11/17/2012 07:49:14 PM DHCP DHCP receive ACK option
11/17/2012 08:00:12 PM DHCP DHCP send discover packet
11/17/2012 08:00:13 PM DHCP DHCP receive offer packet
11/17/2012 08:00:13 PM DHCP DHCP send request packet
11/17/2012 08:00:14 PM DHCP DHCP receive ACK option
11/17/2012 08:15:49 PM DHCP DHCP send discover packet
11/17/2012 08:15:50 PM DHCP DHCP receive offer packet
11/17/2012 08:15:50 PM DHCP DHCP send request packet
11/17/2012 08:15:51 PM DHCP DHCP receive ACK option
11/17/2012 08:31:26 PM DHCP DHCP send discover packet
11/17/2012 08:31:26 PM DHCP DHCP receive offer packet
11/17/2012 08:31:26 PM DHCP DHCP send request packet
11/17/2012 08:31:26 PM DHCP DHCP receive ACK option
11/17/2012 08:46:59 PM DHCP DHCP send discover packet
11/17/2012 08:46:59 PM DHCP DHCP receive offer packet
11/17/2012 08:46:59 PM DHCP DHCP send request packet
11/17/2012 08:47:00 PM DHCP DHCP receive ACK option
11/17/2012 09:04:36 PM DHCP DHCP send discover packet
11/17/2012 09:04:36 PM DHCP DHCP receive offer packet
11/17/2012 09:04:36 PM DHCP DHCP send request packet
11/17/2012 09:04:37 PM DHCP DHCP receive ACK option

You get the picture....

The condition is unnoticeable if you are simply browsing the internet because it quickly connects again. Doesn't matter if the connection is wired or wireless.

I've read that there are others having/have had this problem before.

Is the only solution to this a new router? Is there something in the settings that can be changed? Is there something on Century Link's end? The above log was created with the DSL router plugged directly in to the NID test jack outside so there's not a lot more I can do on my end for the physical lines.

Thanks.

This modem is a cheap product (made in China). I paid $40 for this version had the same problems you describe above, and CL told me they would charge $100 plus the service fee.

No thank you Century Link. I wen to T-Mobile and got a "hot spot" for far less than another modem from you.

Well if it's a known problem with the router that they provide, I find it hard to believe they wouldn't replace it with a different one....

As for being a cheap product, you may be right, but I'm not sure if it's the hardware construction so much as the firmware. Where was that made?

Another thing I noticed while tooling around in the firmware is the IPv4 timer resets at exactly 15 minutes.

Take a look at the board and and see the number of folks who have issues with the ZyXEL PK5001Z.

Swap it out for another one and I'll bet your problem is history.

Thanks for the response.

Yes I was noticing that.

Will CL comply with a modem change out request?

Should I try to get a new model all together or simply a new PK5001Z?

Get another vendor besides ZyXEL.

I have seen a mixed bag with CL on MODEM swaps. Tell them your issue and say it is a MODEM problem. See what they say.

Thanks for the advice.

If they won't, I suppose I could purchase one and prove it to be the modem -- and return it.

I've been bopping around in the ZyXEL hardware forum looking for answers to this problem.

I think that before I try the new modem angle, I may see what happens when I set the modem to a static IP address (though I'm not sure how to do this yet).

My logic is, it appears that the modem is going out and requesting to the DHCP server every 15 minutes or so. The DHCP server is what dictates the lease duration time, but I don't know if there's any way to know if it's giving it a 15 minute lease, or if my modem simply requests a new one every 15 minutes.

I'm wondering if setting the modem to a static IP versus dynamic would shut down this routine?...

• Renewing a DHCP lease will not cause the line to drop.

• If what it is doing is a release & renew, then yes the line will drop.

• You can see what the lease time is by doing an ipconfig /all

• Look at your system logs and it should tell you which one it is doing.

Thanks for the advice. Could you please elaborate on how to perform this?

Go to the c prompt and:

C:>ipconfig /all

???

So I was out to lunch today and when I got back from lunch I had a message from a Century Link Rep. He was from the "Escalations Team".

He went on to explain that the symptoms that I described (IPv4 cutting out every 15 minutes, dropping the connection) specifically pointed to a known issue with the PK5001 series.

He then went on to say that he was shipping out a new Westell 7500 modem to me overnight, with the shipping waived.

Sounds good to me!

So we'll see how that one works and I'll keep everyone posted.

Yes, the command prompt; you got it right.

A buck says that the Westell will fix it. (Fingers crossed. )

change the ZyXEL PK5001Z Modem to bridge mode.
Get another hardware to use if you need DHCP or change to Static IP.

Zyxel PK5001z has a known issue when it is installed off a Redback Edge router. Upon DHCP renew, the router loses service for approximatley 100ms which will interupt any gaming, video streaming or VPN tunnel. They are working on a firmware update which will be pushed to the routers in-band before Christmas if it is approved.

The current process is to give the customer a Westell 7500 or Actiontec C1000A as a replacement until the firmware issues are resolved.

WeCo890....Western Electric?

Yep. Western Electric.

its a know issue, but after talking to tech and getting a loaner 7500 they are pushing an update to eliminate the 15 min dropout problem on Friday the 15th and will happen automatically, so I'll be going back with the 5001 because i love all the things you can do with it plus the speeds and hopefully now it'll hold

I have a friend who is having issues getting booted off of Paltalk chat and after reading this thread and seeing that a Westell 7500 may work for her, would this modem be usable?

»www.ebay.com/itm/NEW-ADS ··· 41395576

That should work. You will need to set the VPI/VCI to match the existing modem, and she will need to call support and get her PPPoE username and password (unless she is in a DHCP area).

I would shop around, you should be able to get one for less than that.

I think she is in a DHCP area. When I was looking at her zyxel over remote connection I didnt see a username or password. Would she need to call support and have them do something or could she just swap it out?

If she is in a DHCP area, it should be easy. Log into the old modem and do a WAN IP Release, then disconnect it. Plug in the new modem and set the VPI/VCI, save settings, and reboot. Once the DSL syncs, She should get an IP and be back on-line.

Thanks!

Just for FYI Firmware update came out 21 DEC 2012 to fix issue
CZP002-4.3.009.16 -
»qwest.centurylink.com/in ··· are.html