[Solved] UPC Compal Connect Box router that restarts spontaneously

Hello,

I did not think that the new services at UPC (which I have used three times in the past) would give me so much blood and I would have to look for help here, but one by one ...

Internet and tv set up about 3 weeks ago under a new contract. After 2 days from setting up, the problem with buffering when watching TV begins - after buffering and information about low bandwidth, the TV turns off. I check the ethernet connection, reset the decoder, resets the router - for a while it is about a few hours, the same again. Then I repeat the action replacing the ethernet cable. The situation repeats - contact with UPC - after exhausting all topics they send a technician - it came in 2 days. After checking the signals and confirming that it is ok, he said not to reset anything because they assume a 3-day observation. Of course, the situation repeats itself, I call the hotline and say that they see some errors - they upload soft, reset, etc. It works a few hours and then the same as before. They send a technician who replaced the router - he stood with the router turned on, who logged in for 2 minutes and said that everything was working - he came out and in half an hour the situation was restarted.

My hands are dropping already. I will only add that I had Netia before, with a slower speed and some router that did not have such a problem. Continuous router resets cause a break in work (online lesson that I give my wife and my online work where I have to log in from foreign bank servers).

What to do in this situation ? In the event of a lack of effective action on the part of UPC, I threatened that I would be forced to terminate the contract because they did not provide the services I had decided on correctly, the person on the other side replied during the telephone conversation that I had a contract for 2 years and I could not do it ...

Thank you in advance for your help.

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Compals have a hardware defect at the level of the Intel Processor Structure, no internal soft will fix it.
It gets overloaded and reboots - that's what this type is.
The test already wanted to fly with the printer around the sites, because the printer printed halfway and then returned the blank page.
The only option that comes into play is switching Compal to modem operation and placing your router behind it ...

Interesant wrote:

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It gets overloaded and reboots - that's what this type is.
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The only option that comes into play is switching Compal to modem operation and placing your router behind it ...

Overloads with normal browsing while using a laptop? I noticed that this does not occur only when 2 laptops + tv are turned on, but also during ordinary TV watching or classic web browsing.

I cannot imagine investing in my own equipment because it is the service provider that should provide everything I need ... although if I have no choice, it will probably be the only solution

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Igor_Krk wrote:

Interesant wrote:

...
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It gets overloaded and reboots - that's what this type is.
...
The only option that comes into play is switching Compal to modem operation and placing your router behind it ...

Overloads with normal browsing while using a laptop? I noticed that this does not occur only when 2 laptops + tv are turned on, but also during ordinary TV watching or classic web browsing.

I cannot imagine investing in my own equipment because it is the service provider that should provide everything I need ... although if I have no choice, it will probably be the only solution

There is no TV at my in-laws, but a laptop worked and two passive phones, after adding a second computer to WiFi, Compal restarted ...
I prefer to have my own Edge router, which manages my home network and does not paralyze my work at home during a breakdown, and when I change the operator or the operator's equipment, I do not waste half a day configuring the network from scratch.

_cheetah_ wrote:

Igor_Krk wrote:

but also during ordinary TV viewing or classic web browsing.

Browsing pages with TV on or just browsing, no other internet users?

How do you get it all connected - what with cables, what wifi?

Even a device with wifi can paralyze the system, and one that is only logged into the router at the moment, but not using the net. These things happen, for example with telephones.

The router restarted in a few cases - only watching TV (both computers turned off), TV announcement + both computers turned on, or e.g. only one computer turned on ...

TV connection - set-top box - router with cable, the rest WiFi.

Added after 5 [minutes]:

Interesant wrote:

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I prefer to have my own Edge router, which manages my home network and does not paralyze my work at home during a breakdown, and when I change the operator or the operator's equipment, I do not waste half a day configuring the network from scratch.

I understand it, but the question is why there was no such problem on the old, october equipment from Netia during the same activities? Is the newer (better) enemy of the good?

Interesant wrote:

Compals have a hardware defect at the level of the Intel Processor Structure, no internal soft will fix it.

Interesant wrote:

The only option that comes into play is switching Compal to modem operation and placing your router behind it ...

If the modemorouter has a hardware defect and after switching to the modem mode, it is still the same device with the same processor, how can it help?

Igor_Krk wrote:

In the event of a lack of effective action on the part of UPC, I threatened that I would be forced to terminate the contract because they did not provide the services I had decided on correctly, the person on the other side replied during the telephone conversation that I had a contract for 2 years and I could not do it ...

And this person is right.
14 days have passed, you have a problem, you have to submit a few complaints in writing, then go to the RK (Consumer Ombudsman) - otherwise you will not terminate such a contract due to the fault of the company (because you say it is their fault).

Disconnect everything and leave only one device using the Internet, test it. Then join the next ones and test etc - at one it will crash and you will know which one.
The problem may also be the signal level, errors in the KZ (Return Channel) in the modem as T3, etc.

What software in Compal, how many DS / US channels are fastened, what signal levels, how do you have your cable installation done?

Now the router has not logged off for 3 hours because I turned everything off. I have just turned on the decoder and it does not see the ethernet connection - it does not see the cable even though nothing was moved - I could not connect to the network via wifi (although wifi was available) - only after the reset it helped - but still does not see the ethernet cable even though is the same cable and the connection on the back of the router is green.

As I mentioned before, 3 weeks ago the fitter connected UPC to the already existing connection for Netia. I did not carry out any configuration. Will this edge router be the only solution? I don't want to waste any time trying to figure it out, because it's not my plot at all - a complaint was sent to UPC, so I'm waiting for now.

Igor_Krk wrote:

I have just turned on the decoder and it does not see the ethernet connection - it does not see the cable even though nothing has been touched

Why do you need a decoder connected to the net?
It can only be an AP, but the wifi network must first be enabled in the decoder.

Igor_Krk wrote:

As I mentioned before, 3 weeks ago the fitter connected UPC to the already existing connection for Netia. I did not carry out any configuration.

That's why I ask how it was done, no one remotely knows what they did there.

Igor_Krk wrote:

Will this edge router be the only solution? I don't want to waste any time trying to figure it out because it's not my job at all

And if it turns out that it is not the fault of UPC equipment?
Your equipment, your problem - the installer will come after the complaint, he will hook up your computer, it works and you have PLN 50 added to the invoice for the unjustified call of the technician.

Igor_Krk wrote:

The complaint went to UPC, so I'm waiting for now.

The complaint is effective if you prove that it is the fault of the operator.

First we try to figure out what is causing the error and you haven't even answered my questions.

KOCUREK1970 wrote:

Igor_Krk wrote:

I have just turned on the decoder and it does not see the ethernet connection - it does not see the cable even though nothing has been touched

Why do you need a decoder connected to the net?
It can only be an AP, but the wifi network must first be enabled in the decoder.

It may be different - the decoder is connected to the power supply and the Ethernet cable goes from the power supply to the router (Ethernet connection as recommended by the technician) Ethernet is also set in the network connection options (after 2 resets it was set as before)

Igor_Krk wrote:

As I mentioned before, 3 weeks ago the fitter connected UPC to the already existing connection for Netia. I did not carry out any configuration.

That's why I ask how it was done, no one remotely knows what they did there.

I also have no idea what was done - the worst was that the connection to the net was in the basement / garage and the fitter was alone there, and the house only installed everything, turned it on, checked that it was ok and that's it. If I knew how to check it, it wouldn't be a problem

Igor_Krk wrote:

Will this edge router be the only solution? I don't want to waste any time trying to figure it out, because it's not my job at all

And if it turns out that it is not the fault of UPC equipment?
Your equipment, your problem - the installer will come after the complaint, he will hook up your computer, it works and you have PLN 50 added to the invoice for the unjustified call of the technician.

Yes I agree. Therefore, being a total layman in the subject, I would not like to limit myself to 'it doesn't work and I don't know why', but I check on my own how much I can. Ultimately, I am inclined to the suggested statement that these continuous router restarts result from using too many devices at the same time (I will just mention that the max speed is 500 mb / s download and 30 mb / s upload).

Igor_Krk wrote:

The complaint went to UPC, so I'm waiting for now.

The complaint is effective if you prove that it is the fault of the operator.

First we try to figure out what is causing the error and you haven't even answered my questions.

I try to answer whatever I am able to answer.

Igor_Krk wrote:

It may be different - the decoder is connected to the power supply and the Ethernet cable goes from the power supply to the router (Ethernet connection as recommended by the technician) Ethernet is also set in the network connection options (after 2 resets it was set as before)

_cheetah_ wrote:

To the power supply?

So you have an Apollo decoder.
After LAN, it takes from 18Mb to 25Mb of bandwidth (depending on what material we are watching).

Igor_Krk wrote:

Therefore, being a total layman in the subject, I would not like to limit myself to 'it doesn't work and I don't know why', but I check on my own how much I can.

But you can check the signal level in the modemorouter, how many active DS / US channels are there, what soft channels, etc. - that will also tell a lot.
Do you have IPv6 active there?
Check here:
https://test-ipv6.com/

Additionally, I will ask, what version of the software does the Apollo decoder have?

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KOCUREK1970 wrote:

Interesant wrote:

Compals have a hardware defect at the level of the Intel Processor Structure, no internal soft will fix it.

Interesant wrote:

The only option that comes into play is switching Compal to modem operation and placing your router behind it ...

If the modemorouter has a hardware defect and after switching to the modem mode, it is still the same device with the same processor, how can it help?

Eg. Modem work requires less computation and the processor is less loaded or does not use the space damaged during production ??

Interesant wrote:

Modem work requires less calculations and the processor is less loaded or does not use the space damaged during production ??

You think op has launched a new decoder that only uses the internet and hasn't tested it?

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KOCUREK1970 wrote:

Interesant wrote:

Modem work requires less calculations and the processor is less loaded or does not use the space damaged during production ??

You think op has launched a new decoder that only uses the internet and hasn't tested it?

Costs count, and certainly no one has tested how the equipment works, someone estimated that despite the complaints, it would still be profitable for them.
Only if it is compatible with DOCIS 3.0 -> they bought a few Compali containers in the promotion.

@client
You made me laugh, and solemnly - with this I will end our interesting conversation.

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KOCUREK1970 wrote:

@client
You made me laugh, and solemnly - with this I will end our interesting conversation.

I understand that there were no arguments ...

@client
No, only you have no idea what you're talking about.

After over a month of continuous interruptions in the Internet supply, after reported cases and visits from technicians, UPC admitted that it was probably the fault in the connection and wanted to replace the cable by pulling it to the corridor throughout the apartment (now the cable is connected in the wall), which I did not agree to and they suggested amicable termination of the contract at no cost to which I agreed. Subject to be closed, thank you.

Added after 1 [minutes]:

I resigned