Zyxel NBG6615 periodic WAN disconnects issues
I have a brand new Zyxel NBG6615 Wireless AC1200 Home Router and I’m having a problem with periodic disconnects approx. every 30-40 minutes. WAN connection goes down for approx. 6-7 minutes and then it restores and works for the next 30-40 minute period. My WAN is set to DHCP Client but the fun part is even if I do static IP the issue is still present. Any kind of reset on the WAN port (reseating cable, hitting apply in WAN settings etc.) restores the connection immediately. I’m running firmware V1.00(ABMV.3)C0, but I’ve tried all of them with no difference in behavior. The LEDs on the device and device status all show that everything is fine but during the disconnect period I’m unable to ping my WAN gateway IP (ISP router).
I still have my old D-Link router and that one works just fine. I’m not sure if this is some kind of firmware issue or I should just return this unit as faulty. Any ideas what I could try to troubleshoot this issue?
Pastebin with timestamped ping logs: https://pastebin.com/CQhFeUSz
All Replies
Zyxel_Steven Posts: 247 Zyxel Employee
@Nexo,
In order to provide you with a better assistance, we have contacted you via private message. Please kindly check your message box.
vasek.x1 Posts: 3 Freshman Member
Zyxel NBG6615 periodic WAN disconnects issues
I have a brand new Zyxel NBG6615 Wireless AC1200 Home Router and I’m having a problem with periodic disconnects approx. every 30-40 minutes. WAN connection goes down for approx. 6-7 minutes and then it restores and works for the next 30-40 minute period. My WAN is set to DHCP Client but the fun part is even if I do static IP the issue is still present. Any kind of reset on the WAN port (reseating cable, hitting apply in WAN settings etc.) restores the connection immediately. I’m running firmware V1.00(ABMV.3)C0, but I’ve tried all of them with no difference in behavior. The LEDs on the device and device status all show that everything is fine but during the disconnect period I’m unable to ping my WAN gateway IP (ISP router).
I still have my old D-Link router and that one works just fine. I’m not sure if this is some kind of firmware issue or I should just return this unit as faulty. Any ideas what I could try to troubleshoot this issue?
Pastebin with timestamped ping logs: https://pastebin.com/CQhFeUSz
All Replies
Zyxel_Steven Posts: 247 Zyxel Employee
@Nexo,
In order to provide you with a better assistance, we have contacted you via private message. Please kindly check your message box.
vasek.x1 Posts: 3 Freshman Member
Zyxel NBG6615 periodic WAN disconnects issues
Zyxel Employee
1.Could you provide more details about your issue?
2.Please kindly provide your network topology.
3. Are there any logs on it, could you share with us?
1. I have random disconnects many times a day, which last about few seconds.
2. My topology is simple — Internet provider terminal -> Zyxel Router -> PC (cable)
3. I’m not really familiar with logging, but when I ping some address (for example 1.1.1.1) and disconnect happens it says that it cant reach gateway’s IP address
Zyxel Employee
We have contacted you via private message.
Please check your message box for further assistance.
I have similar problem, I cannot reach internet from any of my devices inside my network after some period (few hours to 2 days). Restart fixes the issue, but that is not acceptable. I am using static wan IP, dhcp on inside, I tried also to switch off the 5GHz wifi, but that did not help. I have V1.00(ABMV.4)C0 firmware. Can you give me some advice, how to solve the issue? Thanks
Zyxel Employee
Hi @krishotte, Can you share some information with us; 1- When did this issue occur for the first time? How many clients are under LAN network? Can you provide your topology? 2- When the issue occurs can ethernet clients access to the internet? Can ethernet clients can ping other devices in the LAN? 3- Can you access to the internet using Wireless LAN 2.4G SSID and Wireless LAN 5G SSID? Can Wireless LAN 2.4 G SSID clients ping other devices? Can Wireless LAN 5G SSID clients ping other devices? 4- When this issue occurs, can you ping your Zyxel NBG6615? 5- When this issue occurs, can you traceroute to www.google.com and share the output with me by private message?
6- When this issue occurs, please send me Maintenance > Logs menu’s output to me by private message.
Zyxel NBG6615 periodic WAN disconnects issues
Zyxel Employee
Hi,
I´m having the same problem. i use a pppoe connection on WAN side but every hour i have to restart the router to get a new connection
Zyxel Employee
My first Zyxel product and what a disappointment I have the same thing happening to me. I am also on a pppoe connection on WAN. Never seen a product that does this. haha. this what I get for buying a budget product? Send me a PM too Jerry. or do I have to call the Meeseeks for help?
Zyxel Employee
1.Could you provide more details about your issue?
2.Please kindly provide your network topology.
3.Are there any logs on it, could you share with us?
4.What is your firmware version, is it on the latest firmware?The latest firmware is V1.00(ABMV.4)C0
If not, here is the latest firmware.
I seem to have the same problem, connection drops for few seconds at a time in every 5 or so minutes. Connection type is DHCP and I have the
Zyxel Employee
1.Please provide your network topology
2. After obtaining the IP at the beginning, the request to update the IP will be re-initiated within 1/2 time of the lease time.
The log means «The request is a message sent to the DHCP server device upstream of the wan, and the DHCP server responds with an «ACK» .»
3.If you own the router above the NBG6615, you could extend your IP lease time.
4.About the connection drop issue, could you describe more details about it?
1.Please provide your network topology
2. After obtaining the IP at the beginning, the request to update the IP will be re-initiated within 1/2 time of the lease time.
The log means «The request is a message sent to the DHCP server device upstream of the wan, and the DHCP server responds with an «ACK» .»
3.If you own the router above the NBG6615, you could extend your IP lease time.
4.About the connection drop issue, could you describe more details about it?
I’m not sure what topology means, but here is the WAN page
It is set up in a router mode. Internet comes straight from the apartments plug via Ethernet cable to the router and from there to my computer (wired). If I connect my computer straight to the apartments Ethernet port there is no issue, so it must be some wrong setting or fault in the router.
The connection ‘lags’ every 5 minutes or so, but doesn’t drop completely. If I’m playing a game the ping suddenly raises from normal 10 ms to over 500 ms for just a few seconds. And sometimes if my computer has been on sleep mode it might drop the connection, but works again if I restart the router. Same issue happens with every device connected to the router (chromecast, tv, other computer)
Zyxel Employee
We have contacted you via private message.
Please check your message box for further assistance.