Netduma Fraser

L'avez-vous connecté à un prolongateur de courant ou directement à une prise ? S'il s'agit d'un prolongateur, essayez directement vers une prise. Sinon, auriez-vous un autre adaptateur secteur avec lequel vous pourriez essayer ?

I think we'll be able to get it sorted and then there should be improvements across the board. If I can get feedback from the above I mentioned from others as well then I think we could safely say its not a settings issue and definitely something for further investigation behind the scenes.

Do you have the ability to try it without the AX connected and see if it continues please?

Some devices, does that mean some are connected to the ISP modem/router? How have you set that up to pass traffic to the R3? How have you set Congestion Control?

¿Adquiriste esto de segunda mano? Si es así, mantén presionado el botón de reinicio en la parte posterior del enrutador durante 30 segundos, suéltalo, espera 4 minutos y luego verifica si aparece y conéctate a la interfaz para completar el asistente. Si no, intenta acceder a través de Ethernet.

What is the model of the modem/router the R3 is connected to and how is that setup? Do you have ALL devices connected to the R3?

Okay do keep us updated please. The usage should be fine but I will mention it to the team to consider it

Copy the R2 WAN IP from the System Information page then access the hero interface and enter that into the DMZ and then try again please

Sent

We don't need you to be present when we connect but will need you to make the router accessible prior, if it's not loading often then should be done on the day so we don't miss it. Let's say Tuesday then, the team will be back on that day and quite busy but I'll try to get them to do it then. If you could post back on Tuesday when you're ready to make yourself accessible we can get it underway.

I'd be surprised if its the firmware specifically as it just included some Geo-Filter updates but I have sent you the old one. I suspect what would help massively is a factory reset to remove any remnants of previous versions and that should clear most of the issues. Steady Ping increases your ping on purpose, you can see how it works and why it's useful in this video:

Is the PC directly connected to the R3 or are you going through an AP, Switch, Extender etc? I've sent you the firmware in PM. Probably Steady Ping increasing the ping which it does by design. We haven't added the finals to heatmap yet

Are ALL devices connected to the R3? How is Congestion Control/SmartBOOST setup?

The above should help, let us know how you get on! It's important not to make changes to the Geo-Filter when you're already on the game without restarting it

Okay thank you, I will pass it onto the team.

Downgrade to a previous firmware followed by a factory reset, does it work then?

I think it's probably best that when the team are back next week that we get remote logging enabled on your router so that when it happens again it should send us the logs and show exactly what happened and we should be able to then fix it quite easily from there. If you could check in maybe Thursday next week and we should be able to do that.

Okay and to be sure, the ONT, it doesn't have WiFi or the capability for other devices to be wired to it? Did the port work?

Êtes-vous souvent débrancher le routeur ? Remarquez-vous un schéma quant à quand cela se produit ?

Steady Ping is enabled by default so did you specifically disable this and you see the same issue?

What is your exact physical setup, e.g. modem, switches, APs, where are devices connected to etc

Sent

As above, we're pretty sure we know what the issue is that causes this kind of behavior so we'll get this fixed pretty quick!

The router will ship on the 2nd Jan, should be 1-2 working days from there generally

It is something that has been requested before and something I've mentioned as well but I'll add it to the list again