Internet dropping on router and wan light going orange
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Hi,
We are an ISP and we have been using your Archer C6 on customers site but the internet keeps dropping for 1.5 minutes. Whilst this happens the WAN light on the router goes orange. This is currently happening on 4 modems that we have seen so far. We provide internet to the router using a Dynamic IP.
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Hello, thanks for reporting the issue to the community.
Is it possible you ask one of your customer to contact our tech support directly by providing the below info? Thanks a lot.
1. Who is the ISP and what is the model number of the modem?
2. When the C6 drops the connection, is there still an WAN IP address? Ensure the cable between the modem and the C6 is good, it is suggested to try with different cat5e or cat6 cables.
3. Send us the whole system log which includes the internet drops and reconnects.
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Hi Kevin,
I've been on the customers routers while this happens so i can help you.
1. Who is the ISP and what is the model number of the modem?
The ISP is Wireless Connect and the model number of the modem is Archer C6
2. When the C6 drops the connection, is there still an WAN IP address? Ensure the cable between the modem and the C6 is good, it is suggested to try with different cat5e or cat6 cables.
The cable is 1gb full duplex, we have replaced the cable already. when it drops the status page says no internet.
3. Send us the whole system log which includes the internet drops and reconnects.
At this moment we do not have the system log but i have checked it and there is nothing of interest in it
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Hello, thanks for the update.
To locate this issue quickly, we need one or more real cases with the end customers, so we hope you can help with this, otherwise we cannot debug with you. While if you could reproduce this issue on your own side, then we can raise a case to the engineers directly, then they will debug with you directly.
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