Z700 Home base disconnects

Z700 Home base disconnects

Case ID: C***
Problem: Z700 continously disconnects from WAN.
Started 10 days ago.

Troubleshooting:

1. Optimized location in house for best signal
2. Current signal is - 85dBM
3. Ran tracert from command window to att.com and yahoo.com
a. Noticed long pause(5 to 10 seconds) in tracert at IP 107.72.132.100
4. Ran a continous ping -t each IP address up to the first 12.249.x.x address
5. Z700 homebase disconnect every time, EXCEPT when continous ping -t to the first 12.249.x.x.
6. Run a ping -t to the 12. IP address, and the Z700 stays connected to the WAN.

 
_________________________________________________________________________________________________
First tracert

C:\Users\Blackheart_Six>tracert att.com

Tracing route to att.com [144.160.36.42]
over a maximum of 30 hops:

  1     3 ms     1 ms     1 ms  192.168.0.1
  2   176 ms    51 ms    45 ms  172.26.96.161
  3   164 ms   205 ms    37 ms  172.26.96.9
  4   184 ms    49 ms    54 ms  107.72.132.100
  5    78 ms    48 ms    48 ms  12.249.2.57
  6   211 ms    67 ms    63 ms  12.83.178.17
  7   111 ms    63 ms    62 ms  cr2.wswdc.ip.att.net [12.122.2.34]
  8   133 ms    64 ms    63 ms  cr1.cgcil.ip.att.net [12.122.18.21]
  9    59 ms    59 ms    63 ms  12.123.159.17
 10   505 ms    66 ms    68 ms  12.249.81.194
 11  my.atttest.com [144.160.36.42]  reports: Destination protocol unreachable.
____________________________________________________________________________________________________

Now on the  29th Dec. after I did this troubleshooting, and reported to ATT, someone re-routed the connection to the following:

 
___________________________________________________________________________________________________
Second tracert

C:\Users\Blackheart_Six>tracert yahoo.com

Tracing route to yahoo.com [98.139.183.24]
over a maximum of 30 hops:

  1     1 ms     2 ms     1 ms  192.168.0.1
  2    81 ms    78 ms    72 ms  172.26.242.111
  3    70 ms    75 ms    64 ms  172.26.236.2
  4    76 ms    81 ms    79 ms  172.26.96.3
  5    74 ms    80 ms    96 ms  172.26.96.193
  6    75 ms    80 ms    86 ms  172.16.242.113
  7    78 ms    77 ms    81 ms  12.249.2.9
  8   103 ms    78 ms    79 ms  12.83.188.242
  9    95 ms    99 ms   182 ms  cr1.cgcil.ip.att.net [12.122.2.205]
 10    93 ms   199 ms    80 ms  ggr4.cgcil.ip.att.net [12.122.133.33]
 11   104 ms    90 ms   206 ms  192.205.37.150
 12   102 ms    99 ms   110 ms  4.69.158.158
 13   109 ms   109 ms   107 ms  ae-6-6.ebr2.Washington12.Level3.net [4.69.148.145]
 14   112 ms   119 ms   111 ms  ae-5-5.ebr2.Washington1.Level3.net [4.69.143.221]
 15   111 ms    98 ms    98 ms  ae-72-72.csw2.Washington1.Level3.net [4.69.134.150]
 16   102 ms   118 ms   108 ms  ae-2-70.edge1.Washington1.Level3.net [4.69.149.77]
 17   124 ms   119 ms   119 ms  146.82.54.206
 18    97 ms   101 ms   108 ms  ae-4.pat1.che.yahoo.com [216.115.101.153]
 19   118 ms   133 ms   118 ms  ae-5.pat2.bfz.yahoo.com [216.115.96.67]
 20   113 ms   113 ms   130 ms  ae-4.pat2.bfz.yahoo.com [216.115.97.207]
 21   135 ms   123 ms   126 ms  xe-10-0-0.clr1-a-gdc.bf1.yahoo.com [98.139.232.103]
 22   136 ms   129 ms   111 ms  et-17-1.fab4-1-gdc.bf1.yahoo.com [98.139.128.43]
 23   120 ms   121 ms   135 ms  et-17-1.fab4-1-gdc.bf1.yahoo.com [98.139.128.43]
 24   132 ms   143 ms   148 ms  po-12.bas2-7-prd.bf1.yahoo.com [98.139.129.195]
 25   131 ms   132 ms   133 ms  ir2.fp.vip.bf1.yahoo.com [98.139.183.24]
Trace complete.
______________________________________________________________________________________
 

What I believe is happening, the networking device at 107 is a dead address. When I ping -t to the 12.249 address, the first address of the backbone, the connection is kept active with the continous ping.

So who ever changed the routing, as seen in the second tracert, fixed the issue.

The problem is tonight when I came home, the WAN disconnected again. I checked the tracert, it went right back to the 107 address.

This has been going on for 9 days. ONLY until I gave ATT the tracert and ping information did something start to happen.

If there are engineers who can fix this on these boards, or moderators who could please forward this to a engineer, please fix my connection. The continous ping -t is a temporary work around, but is no solution.

Thank you

 

[edited for privacy]

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Message 1 of 4
Community Manager

Re: Z700 Home base disconnects

Hello, Blackheart_Six!

 

Thanks for posting. We can definitely get you in touch with our tech support specialists. This is a different team from the one you spoke with over the phone, and they will work very hard to help resolve the issue.

 

Please send us a private message by clicking here. In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 4
Highlighted

Re: Z700 Home base disconnects

Hi Mariana,

 

Yes I have a workaround solution, and able to use ATT Home base without being disconnected. It is a issue with Internet Explorer, and the network.

 

Thanks for all your teams help. It got the ball rolling.

 

Take Care,

Jon

Message 3 of 4
Contributor

Re: Z700 Home base disconnects

Hello,

I think I'm having the same problem as Blackheart_six was having. I have a black home base box and the wifi cuts off after about an hour and the signal bars on the far right go red. Then I reboot the home base and the bars are green again. This home base is my boss' and we just don't know what to do anymore.
Message 4 of 4
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