Dear Support,

 

I purchased the BE800 about 1 month and a half ago, and it was coming with the firmware version 1.0.9 (AUS).

It worked properly until 2 days ago, at about the midnight of 2014.1.5.

I noticed that it lost internet connectivity at that time, so I tried to reboot it.

After the reboot, it connected to the internet, but just about 3-5 mins later, it lost connection again.

 

I saw that there was a firmware update available at that time, so i did it after another reboot, then the firmware version became 1.0.12 (AUS).

 

However, the issue persists, and i have to manually renew the IP time and time (at least 1 to 2 times a day) as it keeps failed to get IP from the ISP.

 

From the log, I can see the ISP usually lease the IP for only 30 mins, so there are communications between BE800 and the ISP every 15 mins.

 

When it works, it is something like below.

 

2024-01-06 17:01:14 dhcpc[18497]: <6> 210054 receive ack from server with ip xxx.xxx.xxx.xxx,  (note: i removed my previous IP here) options(serverid=211.29.224.1;lease=1800;subnet=255.255.240.0;router=211.29.224.1;dns=198.142.152.164 198.142.152.165;)
2024-01-06 17:01:14 dhcpc[18497]: <6> 210053 send select request with options(cliid=01/[note: I removed my MAC here]:;)
2024-01-06 17:01:14 dhcpc[18497]: <6> 210058 1/2 lease passed, enter renewing state

 

However, sometimes manually release+renewal also not working, and I always see 0.0.0.0 everywhere in the Internet page of the management web portal of the router.

 

I tried to change the WAN port from the combo port 1+2 (i use 10 Gbps WAN/LAN port only for internet) to the single port 3 (10 Gbps WAN/LAN port only for internet) now, and I am still observing if this issue persists.

 

My ISP is Optus Australia, and I use their FTTP NBN, the highest speed family plan, about 1Gbps download speed.

 

Please note that I used this unit from late November 2023 till now, and this issue just occured from about 2 days ago, no matter I was on the 1st version of AUS (1.0.9) or the latest version (1.0.12). The update was through OTA, so there is no way for me to install the firmware of another region which causes this issue.

 

The ISP NBN box has nothing wrong as I never need to reboot the NBN box before I can connect back to the internet using BE800. It is an FTTP box, so no need to dial to connect or to login my account to connect. It is just an Internet service coming to my home.

 

Also, I don't think I need to copy the Mac address of my previous router to the BE800 with the reasons below.

1. My previous router was also a 3rd party one, not from the ISP, and it worked properly for 4 years.

2. This BE800 unit worked properly without dropping internet for about 5 weeks, and the issue just started from about 2-3 days ago.

 

Can I have some help from the support before I claim for warranty?

 

Thanks,

Eric