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dimsdupont
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ZTE MC801A5G disconnects everyday since last update :(

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Sorry for the english.
5G router ZTE MC801A needs a reboot at least once everyday because of internet disconnection. Device was working superb without any issues until Last Update: 2022-06-23 02:35:23

 

Current Software and hardware version below, is it possible to rollback to version before 23th June 2022 ?

Software Version BD_FITELIAMC801AV1.0.0B17
Hardware Version MC801AHW-1.0.0

 

Feel free to answer in finnish, I can read and speak finnish but writing is challenging if its to be done correct - thanks for understanding

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dimsdupont
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@PiaJo @mickem is there anyone at work at Telia, see below support request from 09th July 2022, still waiting for anyone to revert or contact 😞
"Kiitos 09.07.2022 lähettämästäsi ilmoituksesta. Otamme sinuun yhteyttä 48 tunnin kuluessa (arkisin). Tekemäsi häiriöilmoituksen tunniste on 105469."

Disconnects since initial support request, this is getting silly... Can't you just replace the modem to a working one, this connection used to be just fine before the software update !

Log

Date and time     Status
1.
07/13/2022 4:23:13 PM   Online
07/13/2022 4:21:03 PM   No internet connection
07/13/2022 4:20:50 PM   No internet connection. Wi-Fi/Ethernet OK
2.
07/13/2022 2:03:06 PM   Online
07/13/2022 1:42:53 PM   No internet connection
07/13/2022 1:42:41 PM   No internet connection. Wi-Fi/Ethernet OK
07/10/2022 2:48:30 AM   Online
 
Log
Date and time     Status
1.  reboot needed.
07/18/2022 1:58:54 PM   Online
07/18/2022 1:48:31 PM   No internet connection
07/18/2022 1:48:08 PM   No internet connection. Wi-Fi/Ethernet OK
2.
07/16/2022 11:50:14 PM  Online
07/16/2022 11:25:17 PM  No internet connection
07/16/2022 11:24:55 PM  No internet connection. Wi-Fi/Ethernet OK
3.
07/16/2022 4:43:31 AM   Online
07/16/2022 4:43:16 AM   No internet connection
07/16/2022 4:43:13 AM   Online
07/16/2022 4:42:32 AM   No internet connection
07/16/2022 4:42:31 AM   No internet connection. Wi-Fi/Ethernet OK
VeraEk
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@dimsdupont  kirjoitti:

@PiaJo @mickem is there anyone at work at Telia, see below support request from 09th July 2022, still waiting for anyone to revert or contact 😞
"Kiitos 09.07.2022 lähettämästäsi ilmoituksesta. Otamme sinuun yhteyttä 48 tunnin kuluessa (arkisin). Tekemäsi häiriöilmoituksen tunniste on 105469."

Disconnects since initial support request, this is getting silly... Can't you just replace the modem to a working one, this connection used to be just fine before the software update !

Log

Date and time     Status
1.
07/13/2022 4:23:13 PM   Online
07/13/2022 4:21:03 PM   No internet connection
07/13/2022 4:20:50 PM   No internet connection. Wi-Fi/Ethernet OK
2.
07/13/2022 2:03:06 PM   Online
07/13/2022 1:42:53 PM   No internet connection
07/13/2022 1:42:41 PM   No internet connection. Wi-Fi/Ethernet OK
07/10/2022 2:48:30 AM   Online
 
Log
Date and time     Status
1.  reboot needed.
07/18/2022 1:58:54 PM   Online
07/18/2022 1:48:31 PM   No internet connection
07/18/2022 1:48:08 PM   No internet connection. Wi-Fi/Ethernet OK
2.
07/16/2022 11:50:14 PM  Online
07/16/2022 11:25:17 PM  No internet connection
07/16/2022 11:24:55 PM  No internet connection. Wi-Fi/Ethernet OK
3.
07/16/2022 4:43:31 AM   Online
07/16/2022 4:43:16 AM   No internet connection
07/16/2022 4:43:13 AM   Online
07/16/2022 4:42:32 AM   No internet connection
07/16/2022 4:42:31 AM   No internet connection. Wi-Fi/Ethernet OK

Sorry about the delay in answer regarding your ticket! Here through Telia Yhteisö we don't have access to your personal info, so I can't bring this further. When a specialist takes your ticket into process, you will be sent a new modem.

dimsdupont
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it would be nice to get some sort of status update, any contact details like telephone number or email address to ask for an update ?

dimsdupont
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I ended up calling both yritysasiakaspalvelu suuryritykset 020 693 693 and consumer asiakaspalvelu 020 690 400 after waiting 9 days for a reaction of häiriölmoituksen which seems, so far, a waste of time  -  perhaps one day they will get in touch ? (the report was fully documented with connection logs, cell id, device model and software version, etc)
 
To my surprise consumer costumer service was actually more helpful then corporate costumer service, they were even aware of disconnect issues with this particular model, I was not the first customer having this problem and told me the router needs to go to service since under warranty.  They send me to the closest Telia shop from where the router would be sent to service but the shop attendant, also familiar with the error, knowing the turn-around time, swapped the device to a boxed new one. I have installed it with the default settings, it has below "old" software version (hardware version is the same as previous): 

Software Version BD_FITELIAMC801AV1.0.0B13

!Huom! I did select auto-updates to be disabled so not to update to newest software (BD_FITELIAMC801AV1.0.0B17), crossing fingers if the device will work just fine as the previous one did before software update.  Ofcourse, it can still be a coincidence that the device broke down at the same time of the software update but if it works I will not update 😉

I will update the thread with results of the swap, in the hope someone else having this issue understands possible root cause and how to fix it in a reasonable amount of time.  (tip, call asiakaspalvelu or visit a Telia shop)

@irritus @Lanttilo thanks for the help ❤️


 

AaTanja
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@dimsdupont  kirjoitti:

I ended up calling both yritysasiakaspalvelu suuryritykset 020 693 693 and consumer asiakaspalvelu 020 690 400 after waiting 9 days for a reaction of häiriölmoituksen which seems, so far, a waste of time  -  perhaps one day they will get in touch ? (the report was fully documented with connection logs, cell id, device model and software version, etc)
 
To my surprise consumer costumer service was actually more helpful then corporate costumer service, they were even aware of disconnect issues with this particular model, I was not the first customer having this problem and told me the router needs to go to service since under warranty.  They send me to the closest Telia shop from where the router would be sent to service but the shop attendant, also familiar with the error, knowing the turn-around time, swapped the device to a boxed new one. I have installed it with the default settings, it has below "old" software version (hardware version is the same as previous): 

Software Version BD_FITELIAMC801AV1.0.0B13

!Huom! I did select auto-updates to be disabled so not to update to newest software (BD_FITELIAMC801AV1.0.0B17), crossing fingers if the device will work just fine as the previous one did before software update.  Ofcourse, it can still be a coincidence that the device broke down at the same time of the software update but if it works I will not update 😉

I will update the thread with results of the swap, in the hope someone else having this issue understands possible root cause and how to fix it in a reasonable amount of time.  (tip, call asiakaspalvelu or visit a Telia shop)

@irritus @Lanttilo thanks for the help ❤️


Nice to hear this whole situation is proceeding and getting hopefully better, let's wait for the new update😊

Yhteisön moderaattori | TV & dekkarit | Samsung |
Lanttilo
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It would be also nice if that modem could keep those speeds constant without restarts.

I have once managed to get about 850Mb/s dl in my 1Gb 5G.

 

And before you start that BS about 10Mb minimum speed, read this: https://www.traficom.fi/sites/default/files/media/regulation/Kannanotto-internetyhteyspalvelun-nopeu...

HannaMarikaL
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@Lanttilo  kirjoitti:

It would be also nice if that modem could keep those speeds constant without restarts.

I have once managed to get about 850Mb/s dl in my 1Gb 5G.

 

And before you start that BS about 10Mb minimum speed, read this: https://www.traficom.fi/sites/default/files/media/regulation/Kannanotto-internetyhteyspalvelun-nopeu...


 You posted a message here about the same topic and I replied to you in this thread.

| Telia Yhteisön moderaattori | iPhone 12 | Sarjat | Musiikki | Kaikkea maan ja taivaan väliltä |

dimsdupont
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An update, as promised, it is better then before with the old modem but still far from what is expected from an internet subscription. The new modem with not updated old software is a little more stable but frequent disconnects still occur, though not every day. The 5G connection can run without any interruption for 5-6 days in a row and then there is days like today.  Below are the statistics for past 24hrs, I actually had to hard reset the modem pulling the power plug today because I could not even get into the web interface, modem was complete jammed . See todays sadness from below logs, 5 disconnects with 65% availability :'(

 

Online for 5:40:45
Disconnects, 24h: 5
Availability, 24h: 65.04%
Disconnects since 18/07/2022, total: 12
Availability, total: 97.84%

 

Telia also called me up from hairioilmoitukset department they day after I got the new modem at the shop but they were not aware of the modem swap.  I am still in contact with them via email address hairioilmoitukset@telia.fi  to send regular connection logs and other relavant info but the reply time on emails is 7 (!) days so it is a very slow painstaking process - still waiting for an actual reply with attempts or actions to fix the issue.

/!\ Buyer beware /!\ This may be a good product for casual internet browsing  or leisure time 4K streaming for the whole family at the same time BUT I would not advice this for online gaming, video meetings, remote work or any usage where connection stability is required to be effective and enjoy.

I still  believe that an ISP like Telia with all their resources and smart people can and should eventually fix this but  unfortunately I am slowly loosing hope based on past months experience. As such, I could not advice friends and family to buy this service. I will possible need to invest in fiber connection from local small provider lponet.fi to make sure I have a stable reliable internet connection at my home office. I could also try other ISP's 5G products but would like to test before comitting to a contract.

dimsdupont
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@Lanttilo Hi, after reading your post I upgraded Liikkuva Netti Pro 5G 500M to Liikkuva Netti Pro 5G 1000M via yritysportaali just to see if it makes a difference in speed since I usually have had between 250 mbps to just under 500 mbps.
I did several tests with 1000M and below you see some results that I got over a 30 mins testing window during off hours (0100-0130am). Also, I am the only one using the connection and no background applications are downloading/using internet. Best result 568.8 Mbps as in below link but I had as low as 289 Mbps and for a long time constant less then 500 Mbps which made me think the upgrade did not go through 🙂  
https://teliacompany.speedtestcustom.com/result/ea28f010-137b-11ed-846b-958ffc60cd96
Until, olala,  I got one test with 639.8 Mbps https://teliacompany.speedtestcustom.com/result/9c857da0-137c-11ed-9d93-95705eba2c6b  
but next was back to 389.8 Mbps https://teliacompany.speedtestcustom.com/result/313717c0-137c-11ed-846b-958ffc60cd96 

It seem like lottery results and I will downgrade it back to 500M if possible. I have to say that speedwise/bandwidth it has been acceptable for me if only it would be a stable connection as the old and slow ADSL 8M I used to have. Its the disconnects which bothers me most. 


 

HenriLie
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@dimsdupont  kirjoitti:

An update, as promised, it is better then before with the old modem but still far from what is expected from an internet subscription. The new modem with not updated old software is a little more stable but frequent disconnects still occur, though not every day. The 5G connection can run without any interruption for 5-6 days in a row and then there is days like today.  Below are the statistics for past 24hrs, I actually had to hard reset the modem pulling the power plug today because I could not even get into the web interface, modem was complete jammed . See todays sadness from below logs, 5 disconnects with 65% availability :'(


With SV ending B13, it does have known bug which causes disconnection from internet. It has been fixed with SV17 (for what we have tested and confirmed for now) and B17 is the most new release for now. We do not have info about problems related to SV 17 for now, so this must be investigated. Glad to hear you share the logs with us, thank you for helping us investigate this more deeply!


@dimsdupont  kirjoitti:

I still  believe that an ISP like Telia with all their resources and smart people can and should eventually fix this but  unfortunately I am slowly loosing hope based on past months experience. As such, I could not advice friends and family to buy this service. I will possible need to invest in fiber connection from local small provider lponet.fi to make sure I have a stable reliable internet connection at my home office. I could also try other ISP's 5G products but would like to test before comitting to a contract.


We do have people working fully on with devices and they will investigate these problems in collaboration with equipment manufacturer. For now i do not know where this fix is going for now and we do can report here if we hear something new!


@dimsdupont  kirjoitti:

It seem like lottery results and I will downgrade it back to 500M if possible. I have to say that speedwise/bandwidth it has been acceptable for me if only it would be a stable connection as the old and slow ADSL 8M I used to have. Its the disconnects which bothers me most. 


If i understood right, you have subscription for business? I am not sure about contract changes but for sure they will be solved via My Telia for Business. (Customer service for our corporation customers)

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