Hello,
While searching for anyone who was experiencing issues wih dropped speed I stumbled upon this thread.
I am currently subscribed to Bells 3gb up and down service. Modem is HH4000. I run advanced dmz and use the 10 gb link to attach to my pfsense server. Server and switches are all 10 gb fiber. System has worked flawlessly until about 10 days ago. My daughter asked me if I was doing anything to the server as connection was wonky according to her.
I jumped on my terminal and first thing I noticed was my ppoe ip had dropped to 76.xxx.xxx.x. I thought that weird as quite frankly It is always in the 178.xxx.xxx.x range. Performed speed tet from terminal and it was 192mbps down and 3175mbps up. repeated and approx. same. Went to modem and did speed test from there and it was the same. rebooted modem and it did not correct. Unplugged modem for 5 minutes and speed was back. I thought problem solved. 15 hours later speed drops out. Called tech support to explain problem. I will sum it up quickly instead of giving you the daily breakdown.
Speed on download drops off every day. Modem reboot fixes issue but several times received eror 2000 or 2001 which requires factory rest to connect. This includes new modem.
Summary,
first tech visit check light -19
Clean all connection ends. Inspect box in front of house. Clean connection points. Go to main box up street and inspect. Didn't like look of cable at termination point inside house. Redid end. Replace patch cord from termination point to modem. Light check -18. Reboot modem good to go. He stated after see modem tests that he had never seen anything like that and if it happened again to call in and hve it escalated.
Next day speed gone. Call into support and backend stated they could see something wrong and suspected issue at central server. After an hour tech says problem is at my end and they will send a tech . I asked how we went from problem at central server to my end and he said previos tech did not change to different pigtail on main box. tech came. witnessed speed on modem. He was stumped as well. Light reading -18. He went and switched pigtail and inspect my connections. reboot modem good to go. We already know that that fixes it. He stated the same thing He is limited to what he can do and it appears to be issue on backend. Call in to have it escalated if it happens again.
Next day failed. Called in and it was a disaster. Woman wouldn't escalate and did some programming and told me the problem wont come back. Spent next 2 hours dealing with factory resets trying to connect. Once going somehow my ppoe password was gone. Call back in and tech put it in and said for some reason it had beed disabled.
Monday night failed again. Called in and tech was great took it up the ladder and they couldn't find anything on the line to cause the issue. They could see the slow speed from the speed test off the modem but couldn't detect an issue. Said they were going to send a level 3 tech out on Tuesday.
Internet failed yesterday morning (download drop off) by 10am. Tech arrived by 11. Showed him speed test from modem. He didnt haave an answer for that. Went outside and checked light strength at box on side of house. -15.
Decided to run new patch cable from box into house. He did not terminate in patch box inside house. tested light. - 15. Plugged direct into modem. Modem would authorize. Reboot, modem gave error 2000. Reboot error 2000 and 2001. Factory rest and it connected or at least said it did but had no access outside. Speed test failed. Rebooted again and good to go. He said he didnt know what to do. Everything checks out and he can explain the speed drop on on leg only. Again, call in if it fails again.
Failed this morning when I checked. I don't know what to do or how to ramp this up.
I have made a couple of observations.
I have had to call in 3 times now to get my ppoe password functional in order for my pfsense box to authenticate wan.
Each time it drops Wan ip will change from 178.xxx.xxx.xx to 76.xxx.xxx.xx.
Don't know if any of those observations are relevant or not.
I did use the virtual repair tool. It advised it made some tweeks but detected a speed issue and call tech support.
If anyone can suggest who I can reach out to at bell or request escalation it would be appreciated.
As a side note, nothing in my firewall configuration has changed or been changed prior to this problem starting nor after.
Thanks in advance.
