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Aspirant
Posts: 7
Registered: ‎2010-01-17

DGN3500 disconnect issues

Hi

I have recently upgraded my DSL router to a DGN3500 Modem Router.

Ever since changing to this router I have been getting disconnect problems that I did not experience with the previous router. These disconnect issues occur randomly and even when the computers are off.

Checking the log reveals the following, as an example:

Mon, 2010-01-18 17:27:31 - LCP is allowed to come up.
Mon, 2010-01-18 17:27:31 - Initialize LCP.

To reconnect I have to manually reconnect to the internet by using the connect button in the admin section of the modem/router.

This issue is peculiar to this router as the two previous routers I have had (Both D-Link)have both failed to replicate the problem.

Any thoughts on the cause of this issue please? And yes, the line was tested in the days leading up to the installing of the new router as the old one wasn't up to spec to provide adequate ADSL2 speeds.

Some details:
Firmware Version V1.1.00.16_1.00.16
PPPoA
Multiplexing VC Based
VPI 0
VCI 100
ADSL Firmware Version 4.4.4.0.0.1
NAT Enabled
MTU 1458
UPnP Enabled
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

Anybody have any thoughts?
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: DGN3500 disconnect issues

ISP provider?
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June Mizoguchi-
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: DGN3500 disconnect issues

Wrong area
moving to rangemax next routers
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June Mizoguchi-
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

jmizoguchi wrote:
ISP provider?


Clearnet in New Zealand http://www.clear.net.nz
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: DGN3500 disconnect issues

ChrisMcKay wrote:
Clearnet in New Zealand http://www.clear.net.nz



Multiplexing VC Based
VPI 0
VCI 100



Call ISP and make sure this value is correct
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June Mizoguchi-
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

jmizoguchi wrote:
Call ISP and make sure this value is correct


I had already done this and can confirm that these settings are correct after calling them again today, after yet another two disconnects...grrrr.

I suppose the most frustrating thing about this is when it occurs I have to either reboot the modem/router or go into the web based console and manually restart it. It will not reconnect on its own.
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: DGN3500 disconnect issues

hard reset the router and try if that helps
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June Mizoguchi-
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

jmizoguchi wrote:
hard reset the router and try if that helps


OK tried that and once again it has gone off line. Was not browsing the net or anything, the computer was idle and just disconnected, had to log into console to restart. This is incredibly frustrating given the price I paid for this supposed top notch modem/router. My old one NEVER had this issue. Speeds were worse but at least it stayed online.

I can't understand why, if it disconnects, it doesn't just try and reconnect. Why on earth does one have to do this manually in this electronic age!
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: DGN3500 disconnect issues

make sure you go to under WAN setup of the router interface and checkbox is check for "Connect Automatically, as Required"
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June Mizoguchi-
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

jmizoguchi wrote:
make sure you go to under WAN setup of the router interface and checkbox is check for "Connect Automatically, as Required"



That has always been enabled, I have checked that at each disconnect to make sure. What may make it easier to pick something up is this dump of my config:


# Netgear DGN3500_16M Text Format Configure File v0.2
#
# FW Version V1.1.00.16_1.00.16
#
# Usage:
# # value list or syntax
# [index]"variable"=value

#< Wizard >
[10001]"Language"=English
[10002]"Country"=nz
#< Basic Settings >
[20001]"WAN protocol"=pppoa
[20002]"NAT (Network Address Translation)"=1
[20003]"NAT (Network Address Translation)"=0
[20004]"WAN IP type"=Dynamic
#< PPPoE >
[20101]"Login"=
[20102]"Password"=
[20103]"Service Name"=
[20104]"Idle Timeout"=0
[20105]"Static IP Address"=
#< PPPoA >
[20201]"Login"=**************
[20202]"Password"=************
[20203]"Idle Timeout"=0
[20204]"Static IP Address"=
#< Get Dynamically From ISP >
[20301]"Account Name"=
[20302]"Domain Name"=
#< Static IP Address >
[20401]"IP Address"=
[20402]"IP Subnet Mask"=
[20403]"Gateway IP Address"=
#< IP Over ATM (IPoA) >
[20501]"IP Address"=
[20502]"IP Subnet Mask"=
[20503]"Gateway IP Address"=
#< Domain Name Server (DNS) Address >
[20601]"Use These DNS Servers"=1
[20602]"Primary DNS"=203.97.33.1
[20603]"Secondary DNS"=203.97.37.1
[20701]"Use This MAC Address"=
#< ADSL Settings >
[30001]"Multiplexing Method"=1 (VC-BASED)
[30002]"VPI"=0
[30003]"VCI"=100
[30004]"DSL Mode"=MMODE
#< Wireless Settings >
[40001]"Name (SSID)"=Outclassed
[40002]"Region"=New Zealand
[40003]"Channel"=11
[40004]"Mode"=7 (Up to 130Mbps)
[40005]"Enable Wireless Access Point"=1
[40006]"Allow Broadcast of Name (SSID)"=1
[40007]"Wireless Isolation"=0
[40008]"Security Options"=5 (802.1x)
[40009]"Name (SSID)"=NETGEAR2
[40010]"Enable Wireless Access Point"=
[40011]"Allow Broadcast of Name (SSID)"=
[40012]"Security Options"=
[40013]"Name (SSID)"=NETGEAR3
[40014]"Enable Wireless Access Point"=
[40015]"Allow Broadcast of Name (SSID)"=
[40016]"Security Options"=
[40017]"Name (SSID)"=NETGEAR4
[40018]"Enable Wireless Access Point"=
[40019]"Allow Broadcast of Name (SSID)"=
[40020]"Security Options"=
#< Wireless Station Access List >
[40101]"Turn Access Control On"=0
[40102]"Trusted Wireless Stations"=
#< WEP (Wired Equivalent Privacy) >
[40201]"Authentication Type"=3
[40202]"Encryption Strength"=0
[40203]"Key Index"=1
[40204]"Key 1"=
[40205]"Key 2"=
[40206]"Key 3"=
[40207]"Key 4"=
[40211]"Authentication Type for ssid 2"=3
[40212]"Encryption Strength for ssid 2"=
[40213]"Key Index for ssid 2"=1
[40214]"Key 1 for ssid 2"=
[40215]"Key 2 for ssid 2"=
[40216]"Key 3 for ssid 2"=
[40217]"Key 4 for ssid 2"=
[40221]"Authentication Type for ssid 3"=3
[40222]"Encryption Strength for ssid 3"=
[40223]"Key Index for ssid 3"=1
[40224]"Key 1 for ssid 3"=
[40225]"Key 2 for ssid 3"=
[40226]"Key 3 for ssid 3"=
[40227]"Key 4 for ssid 3"=
[40231]"Authentication Type for ssid 4"=3
[40232]"Encryption Strength for ssid 4"=
[40233]"Key Index for ssid 4"=1
[40234]"Key 1 for ssid 4"=
[40235]"Key 2 for ssid 4"=
[40236]"Key 3 for ssid 4"=
[40237]"Key 4 for ssid 4"=
#< WPA-PSK >
[40301]"Network Key"=************************
[40311]"Network Key for ssid 2"=
[40321]"Network Key for ssid 3"=
[40331]"Network Key for ssid 4"=
#< WPA-802.1x >
[40401]"Radius Server Name/IP Address"=
[40402]"Radius Port"=1812
[40403]"Shared Key"=
[40411]"Radius Server Name/IP Address for ssid 2"=
[40412]"Radius Port for ssid 2"=1812
[40413]"Shared Key for ssid 2"=
[40421]"Radius Server Name/IP Address for ssid 3"=
[40422]"Radius Port for ssid 3"=1812
[40423]"Shared Key for ssid 3"=
[40431]"Radius Server Name/IP Address for ssid 4"=
[40432]"Radius Port for ssid 4"=1812
[40433]"Shared Key for ssid 4"=
#< Advanced Wireless Settings >
[40901]"Enable Wireless Bridging and Repeating"=0
[40902]"WDS Mode"=point
[40903]"Remote MAC Address"=
[40904]"Remote MAC Address 1"=
[40905]"Remote MAC Address 2"=
[40906]"Remote MAC Address 3"=
[40907]"Remote MAC Address 4"=
[40908]"Remote MAC Address 1"=
[40909]"Remote MAC Address 2"=
[40910]"Remote MAC Address 3"=
[40911]"Remote MAC Address 4"=
[40912]"WPS config status"=1
#< Logs >
[50001]"Attempted access to blocked sites"=1
[50002]"Connections to the Web-based interface of this Router"=1
[50003]"Router operation"=1
[50004]"Known DoS attacks and Port Scans"=1
[50005]"Syslog"=0
[50006]"Send to this Syslog server IP address"=
#< Block Sites >
[60001]"Keyword Blocking"=1
[60002]"Block Sites Containing these Keywords or Domain Names"=
[60003]"Allow Trusted IP Address to Visit Blocked Sites"=0
[60004]"Trusted IP Address"=
#< Firewall Rules >
3:ALLOW by schedule
[70001]"Inbound Rule"=1Smiley Frustratedteam Client:2:192.168.0.1:0/0:1
[70001]"Inbound Rule"=1Smiley Frustratedteam Other:2:192.168.0.1:0/0:1
[70001]"Inbound Rule"=1Smiley Frustratedteam Down:2:192.168.0.1:0/0:1
[70001]"Inbound Rule"=1Smiley FrustratedRCDS Rcon p:2:192.168.0.1:0/0:1
[70002]"Outbound Rule"=1:UDP MW2:2:0/0:0/0:1
[70002]"Outbound Rule"=1:UDP MW3:2:0/0:0/0:1
[70002]"Outbound Rule"=1:UDPMW4:2:0/0:0/0:1
[70002]"Outbound Rule"=1:UDP5:2:0/0:0/0:1
[70003]"Instant Messaging (IM) Ports"=0
#< Services >
[80001]"Service Table"=Steam Client:udp:27000-27015
[80001]"Service Table"=Steam Other:udp:27015-27030
[80001]"Service Table"=Steam Down:tcp:27014-27050
[80001]"Service Table"=SRCDS Rcon p:tcp:27015-27015
[80001]"Service Table"=UDP MW2:udp:1500-1500
[80001]"Service Table"=UDP MW3:udp:3005-3005
[80001]"Service Table"=UDPMW4:udp:3101-3101
[80001]"Service Table"=UDP5:udp:28960-28960
#< Schedule >
[90001]"Schedule"=1111111:0:0-24:0
[90101]"Time Zone"=+12a
[90102]"Time Zone"=GMT-12
[90103]"Daylight Savings Time"=1
[90104]"Use this NTP Server"=0
[90105]"NTP Server"=
#< E-mail >
[100001]"Turn E-mail Notification On"=0
[100002]"Send To This E-mail Address"=
[100003]"Outgoing Mail Server"=
[100004]"My Mail Server requires authentication"=
[100005]"User Name"=
[100006]"Password"=
#< Send E-Mail alerts immediately >
[100101]"If a DoS attack is detected"=1
[100102]"If a Port Scan is detected"=1
[100103]"If someone attempts to access a blocked site"=1
[100104]"Send Logs According to this Schedule"=2
[100105]"Send mail when Log is Full"=0
[100106]"Day"=0
[100107]"Hour"=1
#< Set Password >
[110001]"Username"=admin
[110002]"Password"=password
[110003]"Login times out"=5
#< WAN Setup >
[120001]"Connect Automatically, as Required"=1
[120002]"Port Scan and DOS Protection"=1
[120003]"Enable DMZ Server"=0
[120004]"DMZ Server"=
[120005]"Respond to Ping on Internet WAN Port"=0
[120006]"MTU Size"=1458
[120007]"Enable PPPoE Relay"=0
[120008]"SIP ALG"=0
#< Dynnamic DNS >
[130001]"Use a Dynamic DNS Service"=0
[130002]"Host Name"=
[130003]"User Name"=
[130004]"Password"=
[130005]"Use Wildcards"=0
#< LAN IP Setup >
#< LAN TCP/IP Setup >
[140101]"IP Address"=192.168.0.1
[140102]"IP Subnet Mask"=255.255.255.0
[140103]"Broadcast IP Address"=192.168.0.255
[140104]"Access Router Management Interface on additional port"=0
[140105]"Access LAN Port Number"=8080
#< RIP >
[140201]"RIP Direction"=both
[140202]"RIP Version"=1
#< DHCP Server >
[140301]"Use Router as DHCP Server"=1
[140302]"Starting IP Address"=192.168.0.2
[140303]"Ending IP Address"=192.168.0.254
[140304]"Address Reservation"=
#< Remote Management >
[150001]"Turn Remote Management On"=0
[150002]"Allow Remote Access By"=
[150003]"Only This Computer"=
[150004]"IP Address Range Start"=
[150005]"IP Address Range End"=
[150011]"IP Address List"=
[150012]"IP Address List"=
[150013]"IP Address List"=
[150014]"IP Address List"=
[150015]"IP Address List"=
[150016]"IP Address List"=
[150017]"IP Address List"=
[150018]"IP Address List"=
[150019]"IP Address List"=
[150020]"IP Address List"=
[150006]"Port Number"=8080
#< Static Routes >
[160001]"Routes"=
#< UPnP >
[170001]"Turn UPnP On"=1
[170002]"Advertisement Period"=30
[170003]"Advertisement Time To Live"=4
#< TR069 >
[220001]"TR069 Enable"=1
[220002]"ACS URL"=http://tr69.talktalk.net/comserver/node1/tr069
[220003]"ACS Username"=*****************
[220004]"ACS Password"=*******************
[220005]"Periodic Inform Enable"=1
[220006]"Periodic Inform Interval"=86400
[220007]"Periodic Inform Time"=0000-00-00T00:00:00
[220008]"Connection Request Username"=*************
[220009]"Connection Request Password"=****************
[220010]"CPE Prot for ACS Access"=7547
#< QOS >
[230001]"QOS OF APP"=
[230002]"QOS OF GAME"=
[230003]"QOS OF MAC"=
#< OPENDNS >
[240001]"Parental Control enable"=0
[240002]"MACSmiley Very HappyeviceID"=
#< USB >
[250001]"ftp_server_enable"=0
[250002]"ftp_server_wan_enable"=0
[250003]"ftp_server_wan_port"=21
[250004]"smb_server_enable"=1
[250005]"http_server_enable"=1
[250006]"http_server_wan_enable"=0
[250007]"http_server_wan_port"=443
[250008]"storage_share"=
[250009]"storage_machine_name"=readyshare
[250010]"storage_new_workgroup"=Workgroup
[250011]"storage_allow_all"=1
[250012]"sd share info"=
#< AUTOUPG >
[260001]"Firmware auto upgrade check"=0
[260002]"Pop windows"=1
Aspirant
Posts: 7
Registered: ‎2010-01-17

Re: DGN3500 disconnect issues

Problem solved - thanks for all the help. Due to the randomness of the fault I tried isolating it down even further. I went back to my telephone company who ran a test over a 24 hour period for me - and wouldn't you know it - not a single drop off, but there was a down side, my speed at dropped by 15% on downstream and a whopping 30% on upstream. It then clicked that immediately prior to the test being run I had swapped phones and the attached filters over.................basically I had 3 filters in line and after a succession of tests I found all three had substantial downsides/faults. 1 filter when applied in any of the 3 jacks in the home would cause random adsl line drops, but when it happened, it would instantly reconnect. 1 filter would not drop the adsl line but wouldn't facilitate auto reconnect of the adsl line if it was down. The last filter wouldn't drop the adsl line and it would reconnect, but when it was used I would get a huge drop in upstream and downstream. Ironically the older modem/router never once gave me these issues - maybe the new Netgear is just a lot more sensitive. I have since rewired the whole house in Cat6 and, installed new jackpoints and using a master VADSL splitter at the demarcation, have installed a seperate line for the ADSL connection. Speeds are as good as I have ever had and 4 days running, not a single disconnect. Having tested, the modem also is able to pick up the adsl line automatically if the line disconnects itself. Wonderful! My humble apologies to Netgear for assuming it was a problem with their modem/router. Once again, thanks for all the help.
Aspirant
Posts: 21
Registered: ‎2008-09-28

Re: DGN3500 MODEM disconnect issues

if your saying that the modem is disconnecting and reconnecting inbetween 1 and 2 hours ?

Then im having the same problem noramally not a issue but for a person who plays call of duty online via xbox its very annonying Smiley Sad

and there is nothing wrong with my line as i also have the status screen open and the line Db is perfect about most times never under 8db so there is no reason for the modem to reboot Smiley Sad

for now i have had to plug my Dlink 320B modem and WNDR37000 which when i pluged in last last as been connected nonstop for 10 hours and without any issue (seen below)

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN 100M/Full 12621839 18932206 0 62396 21322 10:13:17



so there is a big problem with the DGN35000 wanting to reboot the modem for no reason Smiley Sad
Aspirant
Posts: 4
Registered: ‎2010-02-13

Re: DGN3500 MODEM disconnect issues

I and a few other members over at AVForum are also encountering random frequent disconnects and I've had to chain up my other previous Netgear router modem because the DGN3500 can't maintain a connection for more than a day. Whats more is that on attempting to reconnect it freezes on "Waiting for LCP Control to come up" or something along those lines until I manually click connect under Connection Status. I also can't change the settings to RIP, my changes never stick and it also re-requests for my password even though I know my session hasn't expired and there's inconsistencies with the help bar and with the settings on that page. When can we expect a firmware upgrade to solve this issue? I've had a stable internet connection with my previous router for 2 years and now I can't maintain a connection for more than a day.
Aspirant
Posts: 3
Registered: ‎2010-02-25

Re: DGN3500 disconnect issues

I'm experiencing the same problems in the UK - Pipex I.P.
Previous Netgear router was stable on the line - this unit keeps dropping or sometimes reluctant to connect in first place, requires reboot or sometimes will reconnect from browser.
Pretty disappointed - I hope that a firmware fix is in the pipeline ??
Aspirant
Posts: 1
Registered: ‎2010-03-02

Re: DGN3500 disconnect issues

same issue here - i'm on sky moving to be in a week though.

seems to disconnect on average 2 times a day - need to click connect to et it to reconnect very annoying.

netgear fix this now please
Aspirant
Posts: 1
Registered: ‎2010-02-21

Re: DGN3500 disconnect issues

Same here. Router sometimes does not auto connect. Have to connect manually from status page.
Aspirant
Posts: 6
Registered: ‎2010-02-15

Re: DGN3500 disconnect issues

Same here, have raised this with Netgear, awaiting an update.
Aspirant
Posts: 4
Registered: ‎2010-03-10

Re: DGN3500 disconnect issues

I have had two DGN3500 in the last month, the first one kept dropping the line and re-syncing within hours (would do it every couple of mins and then be ok for acouple of hours) but lukily I had my original DG843N to check it by, so I took it back and swapped it for another one but after about 2 weeks it started to drop the connection again, again I took it back but asked for a refund, will keep my trusty DG834N till they sort it out, its a shame really as USB port was a really good idea.
Regards
Aspirant
Posts: 6
Registered: ‎2010-03-11

Re: DGN3500 disconnect issues

Just received my DGN3500 this morning and what do you know, SAME PROBLEM!!
Disconnects every hour or so.......I have to manually reboot to get it going again.

Never had this problem with my previous modem.
Is this something that can be fixed with a firmware update?

Regards,
Andy
Aspirant
Posts: 6
Registered: ‎2010-02-15

Re: DGN3500 disconnect issues

I have had a reply back from Netgear support about this issue see below:

Regarding the concern, please note that our research and development team is working to release an firmware update for the product. However, the release date for the same is not confirmed. We have forwarded your query to the concerned department and I would suggest you to wait for a future firmware update to fix the issue.

Just to wait and see you this update is available.
Aspirant
Posts: 4
Registered: ‎2010-03-12

Re: DGN3500 disconnect issues

Greetings, no surprise but I am also having disconnect issues with my two day old DGN3500 with Sky as my ISP.
Lo and behold, first google search for "DGN3500+disconnect+issues" and other people are having the same issue.

Router config is correct, I do not have this same issue on my previous netgear routers:



    In addition to randomly disconnecting regardless of use/non-use I also cannot get an Automatic connection, even when set in WAN config. I have to log-in to router admin page wait for it to eventually timeout on the ADSL port, disconnect the connection, wait 5 secs and then click connect.

    I can tell you now that after buying my 3rd Netgear router in the last 18months, I am a pretty p***ed off customer.

    When you buy what is supposed to be a premium ADSL modem based router you kind of expect the first function part to work.
Aspirant
Posts: 4
Registered: ‎2010-03-12

Re: DGN3500 disconnect issues

I purchased a DGN3500 a week ago and have had problems every day with disconnect issues.

The log shows LCP down and up like the proverbial drawers.

The Router then seems to hang in a strange state where everything looks ok as far as lights and status are concerned but it cannot connect to the internet.
A reboot immediately clears the problem every time.

I had previously been using a 3Com Officeconnect ADSL G Router with perfect results until the power supply failed so I know my line and cabling are ok.

Do I need to ask my supplier to replace the Router or is this a Netgear product issue?
Aspirant
Posts: 4
Registered: ‎2010-03-12

Re: DGN3500 disconnect issues

After further testing and deciding that I have better things to do with my evenings than to entertain this product any further, I have reverted back to nearly 4 year old DG834GTv2.
Unlike this product, this nearly 4 year old router will connect at ADSL2+ speeds (+15.5Mbit down / +1Mbit up), not lockup / drop ADSL port connection over random periods of time and connects automatically to the internet.

I am in no position to waste £110 on a product that immediately requires a firmware overhaul to fix its CORE FUNCTION: connect & stay connected to the internet.

QoS is not like on a DGN2000 and applies to WMM (Wireless Multi Media) profiles, not true QoS in my opinion at all.

I have never had such a dissapointing experience with a Netgear product before and I sincerely hope this is a one-off.

I shall be seeking to return this product to the online-retailer at cost to me (P&P for delivery and now for return) as this product does not function as stated.

Technical Info regarding my testing:
    Aspirant
    Posts: 8
    Registered: ‎2010-03-12

    Re: DGN3500 disconnect issues

    Same problem here. Intermittent disconnections, nothing in the "log" (worst log I've ever seen) and my other 2 modems do not have any trouble.

    For a brand new $200 modem this is quite disappointing. Netgear need to put this on their top priority or offer some kind of refund/replacement.
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