Daily minimum 2 reboots of the router

[AMP9691]

We recently (2 months) moved from Shaw on the 3Gbp offer. We are experiencing lack of connectivity requiring daily reboots of the router (NH20A, firmware v1.18.02 build04, hwdr ver R01). We have a single booster (R03, software version 2.21.01 build03), with two hardwired PCs and a full set of mobile devices (Amazon TV sticks, mobile phones, etc). 

The issue seems to be some kind of proxy or dns issue on the edge device itself as we are able to use icmp or direct IP connectivity. Only way to resolve it is to reboot the NH20A. I have tried calling and have had them hang up and not call back. It has been a very frustrating move back to Telus. Any suggestions? Anyone else having this issue?

[xray]

You describe what you suspect as the cause of the issue but you provided no information about what the actual issue is. What are the symptoms?

[AMP9691]

site not found within browsers, discord, steam or direct (League of Legends, etc), regardless of wired or wireless, browser or app used. 

[TELUS_Support]

Based on your description, it sounds like there may be a DNS or routing issue with your NH20A. A few troubleshooting steps you could try:

• Change DNS settings: Try setting your devices to use a public DNS like Google or Cloudflare to see if that resolves the issue.
• Factory reset the router: If you haven’t already, performing a reset on the NH20A may help clear any persistent issues.
• Check for interference: If your booster is close to the router, it might be causing conflicts—try repositioning it.

[AMP9691]

DNS changes were made using Google DNS already, tried several options, all to no avail.I'll do a factory reset next. The booster was located right beside the router by the Telus tech. I can try moving it further but a couple of feet seems unlikely to address the issue but I'll try it.

[TELUS_Support]

OK, if the issue persists, send us a private message and we can get someone to assist further. 

[AMP9691]

Thank you, I'll do that. Router has been reset and booster moved a bit. Hoping for the best.

[AMP9691]

I have sent a private PM. Just to add additional details. I can VPN out through it and all connectivity is restored. To recap, wired or wireless, can't connect to Internet via browsers (multi browsers attempted, incognito or otherwise), discord, ms teams, outlook, games, streaming (netflex, prime, etc) - nothing until I reboot the router each time. I have tried new cables, different computers (and devices). The issue is the router, in whatever fashion (routing table, dns cache, arp, blah blah blah.) need a fix

[TELUS_Support]

Ok, we will reply to your private message. 

[kdw]

If you're able to get this resolved I'd be very curious as to what the solution was, as I'm facing a similar issue myself.  A factory reset temporarily fixed it, seemingly, but the problem comes back after a few weeks.

[AMP9691]

They haven't even called back, three more times the router had to be restarted. Couldn't stream on any of my fire tv sticks

[Rocky3]

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@AMP9691 wrote:

They haven't even called back, three more times the router had to be restarted. Couldn't stream on any of my fire tv sticks

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Called back? what about the PM?

[TELUS_Support]

We attempted two callbacks, on March 28 and March 30 but couldn't get a hold of you. Voicemails were left at the number provided. We've also replied to your private message just now, thanks.

[AMP9691]

Ok, k will follow up on the pm this evening. Likely have the wrong number but I'll provide an update when I reply. Thank you!

[TELUS_Support]

No worries.

[AMP9691]

I have received no follow up on this. No logged calls or voicemail attempts. I have PM'ed this already. I am lost for words on the lack of communication. While I am told someone attempted and left two VMs, there is no record on my mobily account which is Telus too btw. Please let me what is being done here.

[TELUS_Support]

Hi there, we replied to your private message.

[AMP9691]

Thank you, I look forward to a call back.

[AMP9691]

As a follow up on this, technician was on site today and reterminated the fibre end. He expressed serious concern related to the optical tx/rx power as the dBm was weaker than expected (-22) and ideally they are looking for -15 a minimum. Unforunately this will require them to rerun the fibre line from the post in my back alley back to the house. He is putting notes in to have Telus address this. Please do not close any tickets and I will continue to post here as we have outages. 

[TELUS_Support]

Thanks for following up AMP9691, we'll send you a private message later regarding this situation.

[AMP9691]

Alright, had to reboot the router today. Not sure where to note these reboots as I did get a call from a Telus Manager but she didn't seem to have access to the tech's notes so I would like to log the reboots somewhere. If this needs to be somewhere else, please advise.

[AMP9691]

Another reboot today

[AMP9691]

And again this afternoon.

[Rocky3]

get yourslf a new power cord from amazon and it will start working without reboots.

[Rocky3]

So how come if I click on your link I get access denied?