Route10 intermittent packet loss / Internet drops - I'm lost

Routers
1

Hey all!

Just got the Route10 - awesome device, but i’m having a particular issue and I’m completely stumped.

CONTEXT:

  • Route10 Router
  • 2.5gbps symmetrical fiber with local ISP
  • Using TP link unmanaged switch for hard wired devices
  • Omada TL-SX3008F for workstation / server equipment
  • RS700s netgear as AP for WiFi

SYMPTOMS

  • 2 - 3x per hour I experience 100% packet loss for aprox. 1-2 minutes.
  • I get dropped from zoom calls, web pages will not load or stall out during this period.
  • Internal DNS (Adguard) shows super high latency request times, spiking at 4000ms+ during these episodes
  • Uptime Kuma shows failed ping to 8.8.8.8 during episodes
  • Uptime Kuma shows failed DNS resolve with 1.1.1.1. to Bing.com during episodes
  • ONT shows no logs indicating Loss of connection or packet loss on ISP side
  • sometimes the drops are so short the route10 doesn’t even register the loss of connection 60< seconds

DIAGNOSTICS / TESTING:

  • Originally tried using the RS700s as the router, would lose internet for 20 minutes at roughly the same intervals, once or twice per hour. Had Netgear send a new unit - exact same issue.
  • purchased route10, no more long loss of internet, drops reduced as mentioned above.
  • Working with ISP, Swapped the ONT for a new unit.
  • tried disabling hardware acceleration / used alternate
  • tried using different DNS servers (cloudflare, google, cisco)
  • tried using an RJ45 → SFP transceiver on SFP WAN port
  • Turned off telemetry via ssh
  • Disabled EEE
  • Used a switch as an intermediary between ONT and route 10
  • probably other things I just can’t remember right now.
  • ISP cleared MAC addresses from their end and confirmed the route10’s as authorized / accepted on the network.

FINAL TESTING:

  • ISP gave me their router to use in testing, NO LOSS - nothing, no packet loss, no internet drops… however their router has no 2.5g LAN port (but it does use a 2.5g WAN port) so I lose a lot on total bandwidth. I would really prefer not to go this route.

I am open to suggestions on testing, thoughts, experience. please help me :smiling_face_with_tear:

2

Please start by isolating the issue between your local network and the WAN by using iperf3 speedtests to the Route10. See our article here to begin.

See if this allows you to trigger the latency or packet loss by generating traffic to and from the router.

Additionally, if you can catch it, watch for link activity on both the LAN and WAN ports when you experience the issue.

3

I was able to resolve the issue. I injected an unmanaged 2.5g switch as an intermediary between the ONT and the Route10 - drops are gone.

I stated that I had tried this in my initial post, however I realized I only did that test with the netgear and not the Route10. with the Route10 it works flawlessly.

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4

Any chance you could provide what model of ONT your ISP uses that was being connected to the Route10? Just in case someone else runs into the same or similar problem in the future it might make it easier for them to find this thread!

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5

ONT: Calix GigaPoint GP1100x

2 Likes
6

Thanks! Hopefully that’ll be helpful to someone somewhere down the line.

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