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Big-Rich's avatar
Big-Rich
Tutor
Mar 09, 2023

How to troubleshoot random connection drops on my RAX80

I have two telephone type connections. One is a MagicJack VOIP which is hardwired to my RAX80 and the other is my Verizon cellphone which is connected via enabled "WiFi Calling" on the phone. A recent drop in my cellphone signal strength required me to enable WiFi Calling on my cellphone but that is another battle which is making things worse.

 

Lately, I get a dead line while speaking with someone on either type of VOIP. I contacted my ISP and they told me that they can see no service drops that would cause this intermittent problem. The drops usually self-correct in a few seconds or up to a half minute but many times the party I'm speaking to does not know what is going on and hangs up.

 

Can someone handhold me through some process to determine whether the drops are because of my router or some other issue?

 

I guess I need to understand how to extract and interpret some associated router logs.

 

Your thoughts?

2 Replies

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  • FURRYe38's avatar
    FURRYe38
    Guru
    Mar 09, 2023

    What Firmware version is currently loaded?
    What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
    Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

     

    What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
    Any Wifi Neighbors near by? If so, how many?

     

    Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s). Under Advanced Tab/Advanced Settings/Wireless Settings

     

    Try putting the IP address that the MagicJack device gets from the RAX into the RAX DMZ. 

    • Big-Rich's avatar
      Big-Rich
      Tutor
      Mar 09, 2023

      My RAX80 F/W is V1.0.10.140_1.0.79

       

      My ISP is Spectrum (Charter) and the modem they supply is a DOCSIS 3.1 . I have attached a picture but it has no brand label but I believe it is a Hitron. See for yourself. The Model is E31U2V1 for what that's worth.

       

      I am and have been using CAT 5e cables. The problem has only started happening recently so the cables are not a likely cause.

       

      Since it is failing on both a WiFi connection as well as a hard wire connection, I fail to see what the 2.4G and 5G channel selections are set to have to do with my issue? At this time, 2.4G is set to "Auto" and 5G is set to Channel 44.

       

      Since this used to work, and it is intermittent, are there some logs where I might see the disconnects or whatever is failing before changing setting and waiting for it to fail again?

       

      I could only find one log. I tried to extract the log but it says "If you want to send an E-mail notice, turn on E-mail notification on the E-mail screen".

       

      Any idea where "the e-mail screen" is?