SDX 632V issues

[daniel15]

My connection was flawless with the old ONT, but I have had a bunch of issues since I swapped it with the new SDX 632V.

It started with small dropouts, maybe 30 seconds to a minute at a time. The router says it's connected, the fiber light is on on the ONT, but it just stops sending/receiving data for a brief period. Annoying but I can deal with it.

Today, the internet connection completely dropped and wouldn't come back. Sometimes router said the connection was up but it was failing to receive an IP address via DHCP. Sometimes it'd get an IP but pinging anything would fail. Restarting the ONT would fix it for 5-10 minutes, but then the connection would drop again, indefinitely. Power and fiber lights on. Sometimes the 10GE light would be solid green, other times it'd be off.

Now, the ONT seems completely dead. After unplugging the power for a while then plugging it back in, it won't even turn on. I tried toggling the power button a few times, and pressing the reset button using a pin.

I SMS'ed support (I'm on the basic plan that doesn't include email or phone support) and they're going to set up a repair, but I'm wondering if anyone else has experienced this issue?

[daniel15]

A technician came past this morning (love the quick turnaround!) and replaced the ONT. He said he's had to replace several defective 632V ONTs, and replaced it with the older model.

[coryckrug]

I might be a similar boat. We got Sonic at the end of February and have been having trouble on and off ever since. A tech came out last weekend and didn't really find any issues. This Saturday another tech came to replace the ONT (632v) and re-terminated the fiber in/outside of the house. By Sunday afternoon I was seeing crazy packet loss and dropouts again. I finally swapped out ethernet cables, and the gateway with an old Eero Pro to see if it would help, but was still having issues last night. Today it's been more stable. Sonic is sending someone to check the line from the house to the pole later this week.

It's interesting that they swapped in an older model. Maybe I should ask for the same.

[daniel15]

The old model I had was the 622v. I used it for around 2.5 years and very rarely had issues. Sonic sent me the 632v at the start of April to replace the 622v.

The tech that came to replace my ONT said he doesn't even carry the 632v ONTs with him since he's seen issues with them.