In the past we had some power outages/flickers/whatever cause us some major headaches with modems getting “messed up”. Internet and TV does not work and when we try to have the customer log into the modem via 192.168.1.1 they get a “Timeout” error in the browser.
I have been testing here and I’ll be contacting Smart rg regarding the problem to find out what the root cause is.
In my testing I have found the modem gets into this “timeout” state in a seemingly random manor. Each time though I have been able to regain access to the modem by rebooting. Sometimes it comes back after one reboot, other times two reboots. Never have I had to do more than three reboots to get back into the modem. In most cases the settings are still there as well.
I’m not sure why it takes this many reboots but I will bring it up with smart rg.
When rebooting – use the power switch and be sure to give it a good 10-15 seconds before turning it back on.
In the mean time we should not be factory resetting a modem until we have rebooted up to three times. If it still fails after three times factory reset it and walk the customer through reprogramming. If it is during business hours you may continue to call in and we will program the modem for you if we have MER access to the modem.
I will update when I have more information.
Update June 28, 2016 9:48AM: With a working modem with PPPoE and IPTV I simulated a power flicker by unplugging the power cable a number of times. After letting the modem sync again I tried accessing it via 192.168.1.1 and got the timeout. I then pressed the power button and waited 30 seconds. Turned the modem back on and it loaded fine. PPPoE reconnected and IPTV started working. Be sure to take this step if we have a modem giving the “timeout” error.
Update June 28, 2016 11:32AM: After testing about 30 times I’ve had one that is locked up and any amount of reboots will not bring it back. Gets in sync but if you try to access it we get “timeout” and IPTV and PPPoE does not work. I had to factory reset. I only pressed the reset button for 3 seconds and then let go. It is now accessible but needs to be reprogrammed.