Netduma Fraser

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

That's brilliant to hear and thanks for the update!

That's great to hear, thanks for the feedback! Sent to you both

That all looks fine but zoom out fully so you see the whole map so if it happens again you see if there is anything blocked. I've also sent a firmware in a PM that may help.

Just to clarify, you have another router connected and that is in the R3 DMZ? If so that will be why, the DMZ passes ALL traffic through to the device you place there so it doesn't make sense to have port forwarding at the same time. It's like following your sat nav in the car but it tells you to go left and right

What is the model of the modem?

In that case, please do the following, ideally testing with PingPlotter and offering a plot from your ISP modem as a comparison: Ensure the upstream/ISP modem/router the R3 is connected to is setup with the R3 in its DMZ or in modem/bridge mode. Ensure ALL devices are connected to the R3 or at the very least that there are no devices connected/using internet on the upstream router when testing If you have multiple ethernet cables test using different cables connecting the R3 to the modem/the R3 to your device Disable IPv6 in LAN/WAN Please state if you are using PPPoE, VLAN or DHCP identifiers Use a different DNS such as 1.1.1.1 / 1.0.0.1 As a test make an Internet rule to the device and allow ALL traffic then test, is there a difference? (Settings > Internet Rules) As a test put the PC in the DMZ (briefly for the test then remove), then do a test, is there a difference? Remove all prioritizations from SmartBOOST including activities/devices If the above doesn't help disable SmartBOOST entirely from the 3 dots menu top right of the page > Settings then test Disable Steady Ping on the Geo-Filter page in case it is affecting traffic outside the Geo-Filter - also ensure no devices are added there Disable Adblocker Ensure you have your correct speeds entered in Speed Test > Advanced With SmartBOOST enabled, adjust Congestion Control in Ping Optimizer > Advanced and have it set to Always On and ensure speed test bypass is disabled Ensure you're doing this test over a wired connection - NOT WiFi Ensure in WAN/LAN Settings that the speeds of the ports are at 1Gbps Remove any port forwarding/DMZ/static routes you may have set Test at different times of the day i.e. during peak time (results may be worse) and during non peak times (should be better) Once you've covered everything on this list please let us know the results. This should give us a good indicator of what the problem may be if it's covered in the list or whether it's something more on the backend. The team can then have a look.

If you access the ONT interface it should have a mode for modem mode or bridge mode, if not it should have a DMZ option, in which case copy the WAN IP from the R3 WAN Settings page and paste that in that. Haha thanks, somehow I do! 😄