Voyager 2091 router keeps disconnecting and not reconnecting automatically

A customer has just got broadband and the Voyager 2091 router than his ISP
supplies.

I've noticed that it keeps disconnecting and doesn't reconnect automatically
even when his browser or email client make external requests. However he can
reliably connect if he goes into the router's config page and presses the
Connect button. I've confirmed that it's set to "Aways On", so it shouldn't
even be disconnecting.

Has anyone else encountered this?

The line stats are:

Speed 576 288
Margin 8.1 14.0
Atten 63.0 31.5
Power 15.1 11.4

The attenuation is fairly high which is presumably why the router is only
syncing at 576: that's presumably the highest speed that still allows
tolerable margin.

I suppose it's possible that the stats are sometimes falling below the
router's threshold limit, though proving this without the customer
monitoring the line stats frequently will be difficult!

Is it likely that things will improve over time as the exchange trains
itself to the line stats? I installed the router on Saturday 28 July (a week
ago) so that's when the exchange equipment woudl first have seen the router.

Mortimer wrote:
> A customer has just got broadband and the Voyager 2091 router than his ISP
> supplies.

Latest firmware?

> The line stats are:
>
> Speed 576 288
> Margin 8.1 14.0
> Atten 63.0 31.5
> Power 15.1 11.4
>
> The attenuation is fairly high which is presumably why the router is only
> syncing at 576: that's presumably the highest speed that still allows
> tolerable margin.

Plenty of margin there - are they on MAX or fixed 500?

"Paul Cupis" <(E-Mail Removed)> wrote in message
news:f91vn3$1ovr$(E-Mail Removed)...
> Mortimer wrote:
>> A customer has just got broadband and the Voyager 2091 router than his
>> ISP
>> supplies.
>
> Latest firmware?

Don't know. The router is as supplied by the ISP. Next time I'm there I'll
try and find the config screen that quotes the firmware number - unless
anyone knows exactly where it is so I can talk the customer through finding
it. At present the customer is perfectly happy to go into the router's
config page to connect manually each time he finds that the router's
Internet light has gone out, but it would drive me mad so I want to fix it
for him.

>> The line stats are:
>>
>> Speed 576 288
>> Margin 8.1 14.0
>> Atten 63.0 31.5
>> Power 15.1 11.4
>>
>> The attenuation is fairly high which is presumably why the router is only
>> syncing at 576: that's presumably the highest speed that still allows
>> tolerable margin.
>
> Plenty of margin there - are they on MAX or fixed 500?

I'm sure it was advertised as "up to 8 M" so it would be Max. ISP is Force 9
and I think he went for the Option 2 tariff.

get them to run dmt tool (http://dmt.mhilfe.de/ version 8 is compatable with
that modem) to see whats going on, possibly adjust snr manually to get a
little more stability at the expoense of speed.


"Paul Cupis" <(E-Mail Removed)> wrote in message
news:f91vn3$1ovr$(E-Mail Removed)...
> Mortimer wrote:
>> A customer has just got broadband and the Voyager 2091 router than his
>> ISP
>> supplies.
>
> Latest firmware?
>
>> The line stats are:
>>
>> Speed 576 288
>> Margin 8.1 14.0
>> Atten 63.0 31.5
>> Power 15.1 11.4
>>
>> The attenuation is fairly high which is presumably why the router is only
>> syncing at 576: that's presumably the highest speed that still allows
>> tolerable margin.
>
> Plenty of margin there - are they on MAX or fixed 500?

Mortimer wrote:
> "Paul Cupis" <(E-Mail Removed)> wrote in message
> news:f91vn3$1ovr$(E-Mail Removed)...
>> Mortimer wrote:

>>> The line stats are:
>>>
>>> Speed 576 288
>>> Margin 8.1 14.0
>>> Atten 63.0 31.5
>>> Power 15.1 11.4
>>>
>>> The attenuation is fairly high which is presumably why the router is only
>>> syncing at 576: that's presumably the highest speed that still allows
>>> tolerable margin.
>>
>> Plenty of margin there - are they on MAX or fixed 500?
>
> I'm sure it was advertised as "up to 8 M" so it would be Max. ISP is Force 9
> and I think he went for the Option 2 tariff.

That sync rate suggests a fixed 500 product or a capped-rate Max service
us just that the line is in training. Does the sync change/increase if
the customer reboots the router?

"tony h" <(E-Mail Removed)> wrote in message
news:f921t5$no8$(E-Mail Removed)...
> get them to run dmt tool (http://dmt.mhilfe.de/ version 8 is compatable
> with that modem) to see whats going on, possibly adjust snr manually to
> get a little more stability at the expoense of speed.

Thanks. I'll give DMT a try and see if I need to tweak the SNR.

Mortimer wrote:
> A customer has just got broadband and the Voyager 2091 router than his ISP
> supplies.
>
> I've noticed that it keeps disconnecting and doesn't reconnect automatically
> even when his browser or email client make external requests. However he can
> reliably connect if he goes into the router's config page and presses the
> Connect button. I've confirmed that it's set to "Aways On", so it shouldn't
> even be disconnecting.

I had a similar problem with this router a few weeks back, however it
doesn't appear to be happening any more and quickly re-establishes a PPP
session once sync has come back.

Regarding the firmware, you're likely to have difficulty finding a copy
of this on the net (I know I did). Voyager support could probably help
you out though and if you're really pushed I think I have a copy
knocking around somewhere.

Kind Rgds,

--
|Bob Pullen Broadband Solutions for
|Support Home & Business @
|PlusNet plc. www.plus.net
+------ PlusNet - The smarter way to Internet! -----

As it happens, the customer's ISP is Force 9 / PlusNet - what coincidence!
The fault with them has been passed the normal line tests, so the next stage
is a BT visit, though I want to eliminate other faults in case BT charge for
the visit. At least I can eliminate house wiring because to the best of his
knowledge there is only a master socket and no other extension wiring on
that line.

When I next see the customer, I want to check his firmware version. Do you
know what the latest version is, so I can compare that number against his
router's?

I also want to run DMT to do a scan over several hours to see if there are
times when the noise margin drops below its normal value.

What's the web site for Voyager?


"PlusNet Support Team" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Mortimer wrote:
>> A customer has just got broadband and the Voyager 2091 router than his
>> ISP
>> supplies.
>>
>> I've noticed that it keeps disconnecting and doesn't reconnect
>> automatically
>> even when his browser or email client make external requests. However he
>> can
>> reliably connect if he goes into the router's config page and presses the
>> Connect button. I've confirmed that it's set to "Aways On", so it
>> shouldn't
>> even be disconnecting.
>
> I had a similar problem with this router a few weeks back, however it
> doesn't appear to be happening any more and quickly re-establishes a PPP
> session once sync has come back.
>
> Regarding the firmware, you're likely to have difficulty finding a copy of
> this on the net (I know I did). Voyager support could probably help you
> out though and if you're really pushed I think I have a copy knocking
> around somewhere.
>
> Kind Rgds,
>
> --
> |Bob Pullen Broadband Solutions for
> |Support Home & Business @
> |PlusNet plc. www.plus.net
> +------ PlusNet - The smarter way to Internet! -----

Mortimer wrote:
> As it happens, the customer's ISP is Force 9 / PlusNet - what coincidence!
> The fault with them has been passed the normal line tests, so the next stage
> is a BT visit, though I want to eliminate other faults in case BT charge for
> the visit. At least I can eliminate house wiring because to the best of his
> knowledge there is only a master socket and no other extension wiring on
> that line.
>
> When I next see the customer, I want to check his firmware version. Do you
> know what the latest version is, so I can compare that number against his
> router's?

Not sure but the current firmware version on the device I was playing
with is 3.01t

> I also want to run DMT to do a scan over several hours to see if there are
> times when the noise margin drops below its normal value.

Might be an idea to check to see if the routers installed via Ethernet
or USB too.

> What's the web site for Voyager?

Ah, looks like they've revamped it since I was last there. You can find
it here:

http://www.voyager.bt.com/

It also has the drivers for the 2091 although I'm not sure if it will
contain the router firmware:

http://www.voyager.bt.com/selfhelp/shc/drivers.htm

Kind Rgds,

--
|Bob Pullen Broadband Solutions for
|Support Home & Business @
|PlusNet plc. www.plus.net
+------ PlusNet - The smarter way to Internet! -----

Mortimer wrote:
> As it happens, the customer's ISP is Force 9 / PlusNet - what
> coincidence! The fault with them has been passed the normal line
> tests, so the next stage is a BT visit, though I want to eliminate
> other faults in case BT charge for the visit. At least I can
> eliminate house wiring because to the best of his knowledge there
> is only a master socket and no other extension wiring on that line.

If the router is just disconnecting & not loosing sync, I'm afraid it
is more than likely charges will be levied, The ISPs pay for the
visit anyway with upto 2hours on site time, now whether they choose to
pass these onto you is another matter.

Under no circumstance report the fault to BT Wholesale yourself as
that is a deffinite way to get charges levied..