Problems with newly contracted Starhub 1Gbps Fibre Broadband

primmyera

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Just recently signed up for Starhub's 1Gbps Fibre Broadband plan yesterday, when the technician tested the internet it was working fine, but since last night till today, I have been having intermittent disconnection from internet (e.g. 5 mins with internet, 5 mins without, 5mins up again then 30 mins without)

Have tried powercycling, changing the patch cable and LAN cables which solved the issue for awhile but it came back again.

My Starhub IPTV connected to the ONT has down as well, which leads me to believe that it might be a ONT issue rather than router issue (Linksys EA7500).

Currently using the 2nd port on the netlink termination point , Singtel will be terminating service on the 1st point WEF tomorrow

Anyone faced issues with their Starhub connection recently or have had this issue could maybe kindly advise?

Thanks!
 

eric3743

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Most likely it is the router Linksys EA7500 is the problem.

There do have some customers complained on this router giving them headache.

Upon reverting &or use other routers the problem is not there.

For issue on ONT on connection you can contact 1633 direct to Broadband Tech support line, not cs.

Contact them when the problem is there as they are 24/7 and able to see at their end.

Inform them on your connection problem so that they can see if it is the ONT or backend issue.

If it ONT &or backend issue, then they can resolve it for you.

As for the Linksys EA7500 do follow the Guide that come with it on the initial setup, including updating firmware.

That's if the technician did not do any updating firmware, you may have to do it yourself.

The Guide on this is quite easy and straightforward.
 

tungsten2

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If you have intermitten SH internet connection, the 1st thing to do is perform a direct connection to the ONT.
If direct connection still intermitten, call SH 1633

If direct connection is smooth and steady, change your DNS settings in the router to OpenDNS as below :
Pri DNS : 204.194.232.200
Sec DNS : 204.194.234.200

This Advanced DNS configuration makes your Internet connection safer, faster, smarter and more reliable. It blocks phishing websites to protect you from identity theft.
 
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primmyera

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Hi eric and tungsten,

Thank you for your replies.

Amazingly, the problem was even more primitive than I had imagined. The problem began with the person handling my order forgetting to include the router in my purchase, which led to the technician not giving me a router. He had to remedy it on the spot by giving me another one, which was not included in the original order, leading the order being unable to be closed.

The order not being closed meant that Starhub did not start my internet / Starhub TV service. Basically zero connection. And now it has been 4 days but they are dragging their feet around pushing blame between departments but no one is actively trying to solve my issue.

Regardless, thank you both for your inputs! Especially tungsten, I will take note of the OpenDNS suggestion and implement once they get my service settled. Have a good day!
 

tungsten2

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Hopefully SH can get it up for you for this CNY. You may want to try to post it in the SH facebook. They are more active there.

Cheers and Happy CNY

Sent from 当断不断, 害人害己 using GAGT
 

eric3743

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Please do write to Customer Service dept email to expedite your case.

customerservice@starhub.com

The connection is already connected as only issue is on the router.

Request them to connect your fibre broadband first, whereas the router issue can be resolved later when they make up their decision.

This is the Head of Starhub CS Dept will response as i had done so before.

Facebook and their community forum are handle by CS & IT staff which may take some time.
That is they have to channel to the correct dept which may be slow especially now is the holiday season.


Happy Chinese New Year.
 

Ah-Pin-Kor

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If direct connection is smooth and steady, change your DNS settings in the router to OpenDNS as below :
Pri DNS : 204.194.232.200
Sec DNS : 204.194.234.200
It's not good to use the above IPs here in SG. They are across the pacific and ping times are 3-digit:

root@R7000:~# ping 204.194.234.200
PING 204.194.234.200 (204.194.234.200): 56 data bytes
64 bytes from 204.194.234.200: seq=0 ttl=54 time=181.485 ms
64 bytes from 204.194.234.200: seq=1 ttl=54 time=181.656 ms
64 bytes from 204.194.234.200: seq=2 ttl=54 time=182.235 ms


Better to use the official ones:
208.67.222.222
208.67.220.220

root@R7000:~# ping 208.67.222.222
PING 208.67.222.222 (208.67.222.222): 56 data bytes
64 bytes from 208.67.222.222: seq=0 ttl=57 time=3.595 ms
64 bytes from 208.67.222.222: seq=1 ttl=57 time=3.177 ms
64 bytes from 208.67.222.222: seq=2 ttl=57 time=3.385 ms
 

tungsten2

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@Ah-Pin-Kor, noted & thanks for the info.

But so far I use, do not have any issue like lag or intermitten connection.
 

primmyera

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It's not good to use the above IPs here in SG. They are across the pacific and ping times are 3-digit:

root@R7000:~# ping 204.194.234.200
PING 204.194.234.200 (204.194.234.200): 56 data bytes
64 bytes from 204.194.234.200: seq=0 ttl=54 time=181.485 ms
64 bytes from 204.194.234.200: seq=1 ttl=54 time=181.656 ms
64 bytes from 204.194.234.200: seq=2 ttl=54 time=182.235 ms


Better to use the official ones:
208.67.222.222
208.67.220.220

root@R7000:~# ping 208.67.222.222
PING 208.67.222.222 (208.67.222.222): 56 data bytes
64 bytes from 208.67.222.222: seq=0 ttl=57 time=3.595 ms
64 bytes from 208.67.222.222: seq=1 ttl=57 time=3.177 ms
64 bytes from 208.67.222.222: seq=2 ttl=57 time=3.385 ms


Thank you for the input too! I will give this a try. Starhub is sending down a technician tonight so hopefully all will be resolved before CNY.

Wishing you all a happy CNY!
 

Henry Ng

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Thank you for the input too! I will give this a try. Starhub is sending down a technician tonight so hopefully all will be resolved before CNY.

Wishing you all a happy CNY!

Is your issue resolved?
 

Henry Ng

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Hi Henry, yes it was :) a technician came by last night 11pm to get it fixed. His diagnosis is a ONT issue, to which he replaced a new one for me! (Apart from the order screw up)

That's good. SH quite ok.
 

Taxiboy

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Anyone still having problem with the new Starhub router Linksys 7500 ?
Facebook video kept buffering. .. headache
 

tungsten2

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Change to 3rd party DNS !!!
Lately this cloudflare dns is getting popular

Pri : 1.1.1.1
Sec : 1.0.0.1

https://www.zdnet.com/article/how-to-use-cloudflares-dns-service-to-speed-up-your-internet-and-protect-your-privacy/

Sent from Samsung GT-N5120 using GAGT
 

Pengwing

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Help please - Gaming connection problem

Hi guys,

came across this thread while looking for help and need advise please

I am using M1 broadband for some time, the wifi works fine but whenever I use online gaming the experience is terrible.

I thought that it is the internet service provider's issue but after signing up Myrepublic, it is still the same. I get about 600-700+ mbps and the wifi on things like youtube and mobile usage is fine, only gaming experience is bad :(

It is not my laptop issue cause when I bring it to other places like my friends' it is smooth.

Could it be that NetLink trust fiber broadband is not installed properly? Heard that the wires can get damaged or bent which affect the connection? My OTP is installed in the bedroom so I am wondering could it be the longer distance or wires leveling difference due to the beam that caused this?

I have no idea but I really wish to fix this problem :(

would any kind souls help? thanks in advance!!
 

Henry Ng

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Well you can always tell support to check your line and restart your network. If still same problem then can request support to check your line at your home.
 
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