Gigbit fiber - Internet connection fails 1-2 times daily; repowering modem fixes, but what going on??

[larryorman1616]

I have had Gigbit Fiber service for over a year and have the SmartRG SR515AC modem (https://help.sonic.com/hc/en-us/article ... RG-SR515AC). Four months or so ago, I started having outages of internet service (which had never happened before). After trying various things in conversation with Sonic, they sent a new modem, same model. But that modem continues to have outages of internet service, sometimes every three or four days, often one or even two times a day. Disconnecting the power cord, waiting 30 seconds and reconnecting it results in a restored internet connection every time. The ONT is fine, shows no sign of any outage. Ideas on what's going on? Could it be a second modem was faulty and need (sigh) another one? I had Fusion DSL before Fiber and have never had this type of outage pattern, and the first modem with Fiber was fine for over a year, no problems. Puzzled and annoyed.

[larryorman1616]

Sonic has decided that my second router is likely faulty, sending new one. We'll see - but good Sonic support on this via texting.

[espier]

I had a similar experience (a couple years ago) with that router. Replaced it with one of the Sonic-rented eeros and everything has been stable ever since. I don't like that the eeros require an account and additional fee (not to mention that at the time I had to upgrade to two eeros, not just one), but there's no doubt that the hardware is higher quality. It's been worth it for me.

[sonic.boom]

I agree that replacing the router is the best first step. The uptime on the ONT (or fiber modem) is currently 8 weeks so it doesn't appear to be intermittently dropping signal. You might also try rebooting the ONT by disconnecting it from power for 10-15 seconds and reconnecting.

[larryorman1616]

Good thought re ONT, though it hasn't seemed to be an issue - is it good practice to cycle it periodically? Sonic sent new SmartRG SR515AC router (same as what I have now, which was also replaced after the first time the internet service started dropping, about 4 months ago) - BUT, it was DOA, so now waiting on next replacement. Thanks for comments!

[jordan.m]

Good thought re ONT, though it hasn't seemed to be an issue - is it good practice to cycle it periodically? Sonic sent new SmartRG SR515AC router (same as what I have now, which was also replaced after the first time the internet service started dropping, about 4 months ago) - BUT, it was DOA, so now waiting on next replacement. Thanks for comments!

You shouldn't have to reboot the ONT periodically but it also shouldn't hurt. If you are noticing service interruptions or slow downs, a good rule of thumb is to reboot the router first, test, and if issues persist, reboot the ONT. As for the replacement router, it may be a good idea to upgrade to the Eero mesh network which you can do so through members.sonic.net.