connectivity issues through (wired) Smart RG router

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by ggladsto » Fri Jan 06, 2023 9:34 pm
Yesterday I noticed entering URLs into any browser on my desktop PC (connected via ethernet directly to the Smart RG router) was extremely slow to resolve. I'm talking like 10+ seconds after entering google.com for the page to start loading. I tried to isolate the issue by plugging my PC via ethernet directly into my ONT. When connected directly to the ONT sites resolve instantaneously- no slow down at all- the usual.

When connecting the PC through the Smart RG I also tried unplugging AC to the Smart RG, waiting a bit, then plugging it back in (to reboot it), and also disabling WiFi on the SmartRG and ensuring my PC was the only device plugged in through ethernet and still kept getting these insanely slow times to resolve URLs (and also when trying to access any IP, like work machines, via other apps).

I've basically never had any noticeable slow down when connecting my machine via ethernet through the Smart RG vs directly to the ONT (since the rollout of fiber!). Except I vaguely recall something similar happening once before, calling support, and having the MAC address table in the router reset which cleared things up... I am currently on phone hold waiting for support going on 30 min and approaching the 10pm phone support cutoff- so posting here to see if anyone on the Sonic side can do anything (look at my router/reset MAC table/or ???).

I should also note that I verified all my ethernet cables (between the PC/SmartRG and SmartRG/ONT are fine by trying them all connected directly between PC/ONT..
by ggladsto » Fri Jan 06, 2023 9:41 pm
[ deleted ]
by ggladsto » Sat Jan 07, 2023 12:26 pm
got through to support and after a bunch of debugging, including clearing the MAC table in the router, the issue persisted so we setup a router exchange.. We'll see if that clears up the issue when it arrives this week..

kudos to Sonic support for answering my phone call that went past 10pm last night !
by ggladsto » Sat Jan 07, 2023 3:31 pm
In the meantime I tried swapping the SmartRG for a TP-Link router and holy cow! All sites/queries to the WAN resolve INSTANTANEOUSLY- exactly as if the computer was plugged directly into the ONT :D
by sonic.boom » Mon Jan 09, 2023 3:43 pm
Glad you were able to reach our support team and request a new router. Please keep us updated once the new router arrives. Based on the troubleshooting that's been done, it seems likely to be an issue with the router or router configuration.
Sean M.
Community & Escalations Specialist
by ggladsto » Mon Jan 16, 2023 10:06 pm
The new router arrived middle of last week... While waiting for it to come I tried out a tp link router (ax3000) and it completely solved all of my connectivity issues. Interestingly the tp link did not seem to be setup to use IPv6 (I used it's default settings), but that didn't seem to matter- resolving any WAN sites was nearly instantaneous and up/down speeds were 'normal' 900+ symmetric... Today I tried connecting the swapped Smart RG using it's default settings (which seem to enable ipv6) and it is performing equally to the tp link...

So after all that it appears the old router was the issue. Though now this all leaves me wondering- what exactly is the need/benefit of ipv6 addressing? And why does it matter if I use a router that enables it or doesn't when my effective connectivity seems identical using either?
by ggladsto » Tue Jan 17, 2023 11:03 am
After about 12 hours using the replaced Smart RG I started to loose all DNS resolution for everything within my LAN.. Rebooting the router seemed to bring things back to normal- but then I started to get huge lagging on streaming based things like zoom...

I just disconnected the SmartRG, rebooted the ONT, and connected the TP Link router and there is currently no lag or any issues..

Was there a recent Sonic update to SmartRG firmware/settings in general that maybe causing wider issues? I cannot really use the Smart RG reliably right now.
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