WAN Fails Test, Connection Up & Down, Peplink 20x

We replaced a Peplink 20 w/ a Peplink 20x in hopes we could stop WAN “disconnects” when it fails a Ping or DNS check. Our ISP (Cox) has replaced 3 modems trying to help us, so we are fairly sure it’s on our side. Well, the switchout did not stop the failures. We have not isolated what causes the failure to know why, so we can correct it. Our big problem has been compounded recently trying to Livestream video when one and often multiple “disconnects” happen causing the streams to fail. It’s been a long time in trying to repair this, so I am reaching out here for some hope we can soon resolve this very troubling issue. Thank you!

Hi. Welcome to the forum!
How many WANs do you have connected to the Balance in total? If its just one then disable the WAN healthcheck.

If its more than one, then when it happens, download a diagnostic file and log a ticket. Engineering can take a closer look to see what the root cause is.

In my experience though - the healthcheck results tend to be accurate and are just highlighting issues with the ISP network that would not otherwise be noticed by normal routers / users…

ISP DNS servers can be a poor target for healthchecks, use google as a test (8.8.8.8, 8.8.4.4)

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Thanks! We have one WAN. I will disable the health check (we had it set to ping Google’s servers) and try that. Last weekend, the ISP ran a 72-hour monitor of their modem, and they said it was communicating well with no packet loss, however our Peplink B20 reported several times the ping test failed. Since then, we replaced the B20 with the 20x, but it also appears to be doing the same. (One plus so far of the 20x is that we are able to get more bandwidth through. The B20 let 150 Mbps through of 300 Mbps that the ISP provides.) Thank you for the quick response!

I am thinking the problem may be our ISP, but they’ve denied it many times. Any thoughts?

Hello @FlyingPreacher,
Is there a modem or some other network edge device (possibly ISP supplied) between your Balance 20x & the internet connection?

Proving the is a fault with the ISP’s services and getting them to acknowledge it is an art form in itself. The Peplink routers are very useful in capturing the ISP’s reliability of the connection. One of the first things that got us so passionately involved with Peplink was precisely this situation. Proving the ISP’s issue took a good six months of consistent hard work by us plus the client’s IT department. Together we both eventually got the ISP to admit that the ISP supplied edge device was the fault (the brand of the ISP edge device was by the brand that uses a red bridge for its logo). We removed the ISP’s edge device and connected directly to our solution to the client, and the issue was gone.

To prove a fault with the ISP takes time (and lots of it), persistence (you need to have that) and gathering of vast amounts of data.

In Australia we have a National Broadband Network called the NBN. I’m not going to repeat some of what people say the acronym stands for though I do agree with the sentiment of many of those acronyms. Here in Australia, the three major cellular providers are also wholesalers of the government NBN and publicly admit to the NBN issues by their active advertising of supplying routers with failover to the carriers cellular network if the NBN has problems. Peplink|Pepwave routers still outperform the carriers router with a SIM in all tests we’ve done, like comparing chalk and cheese.

So even if you can prove the ISP has a fault, in reality, there may be nothing you or you ISP can do (such as all Australia experiences with the government enforced NBN connections). That is why routers with a 2nd connection to the internet (via cellular for example) are supplied now by many ISPs around the world.

Would you consider adding on a cellular module for your Balance 20x and using InControl2 to help with logging ISP connection issues. You’ll be able to have a greater uptime on your networking service.

You may like to ask your local authorised Peplink Partner for local & personalised assistance.

Your local Certified Peplink Partner can help you with experience on the ISPs in your area and in optimising the ways to use a Cellular backup connection.

Happy to Help,
Marcus :slight_smile:

Off the top of my head:

Have you swapped Ethernet cables on your end?

Check the modem from your end. Many respond to 192.168.100.1. The few cable modems that I have checked show counts of both corrected and uncorrected errors. The modem may also have an Event Log.

Peplink routers offer WAN quality monitoring in firmware 8. I am not familiar with it but it could prove useful to you.

If the ISP lets you change out the modem, do so. Get a brand from what they use.

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I’ve fixed similar problems with Comcast by using a different DNS server. You are probably getting auto assign DNS through DHCP on the WAN port. Try changing the DNS server to 8.8.8.8 (Google), and use that same address for health check.

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Thanks for your help! I am working on getting a wireless modem to provide a backup connection. I am not familiar with logging options with InControl2. Do you have a recommendation as to what to watch for?

We are using Google’s addresses for DNS and health check but am having the same issue.

@Michael234, I will swap out the Ethernet cable and see if that helps. The modem belongs to the ISP (it’s their third one in a year or so), but I do not have access to web into it.

Here’s a picture of the WAN quality when data goes out:


Today, it’s obvious we’ve lost connection several times, but usually when I call our ISP they don’t see it, so they send out a tech, sometimes change out their modem, and say they it should work.

The cable modems that I have dealt with all had web based user interfaces that were accessible from the LAN side. Maybe ask the ISP. Maybe find the manual for the modem.

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