From www-data@rt.skymesh.net.au Thu Jun 3 14:45:32 2010 Return-Path: X-Spam-Checker-Version: SpamAssassin 3.2.5 (2008-06-10) on dereel.lemis.com X-Spam-Level: X-Spam-Status: No, score=0.0 required=3.0 tests=none autolearn=ham version=3.2.5 X-Original-To: grog@dereel.lemis.com Delivered-To: grog@dereel.lemis.com Received: from dereel.lemis.com (dereel.lemis.com [192.109.197.135]) by dereel.lemis.com (Postfix) with ESMTP id 03F8FA1099 for ; Thu, 3 Jun 2010 14:45:32 +1000 (EST) X-Original-To: grog@lemis.com Delivered-To: grog@lemis.com Received: from mail.lemis.com [208.86.224.149] by dereel.lemis.com with POP3 (fetchmail-6.3.9) for (single-drop); Thu, 03 Jun 2010 14:45:32 +1000 (EST) Received: from newcricket.skymesh.net.au (newcricket.skymesh.net.au [203.18.0.21]) by w3.lemis.com (Postfix) with ESMTP id 415DB3BACE for ; Thu, 3 Jun 2010 04:35:42 +0000 (UTC) Received: by newcricket.skymesh.net.au (Postfix, from userid 33) id B0C243CE06E; Thu, 3 Jun 2010 14:35:39 +1000 (EST) Subject: [SkyMesh Request #216379] 19771 - grog - Disconnections From: "Kear Stephens via RT" Reply-To: support@skymesh.net.au In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SkyMesh Request RT-Ticket: SkyMesh Request #216379 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: kear@staff.skymesh.net.au To: grog@lemis.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Thu, 3 Jun 2010 14:35:39 +1000 X-UIDL: `%8!!,(I!!Ra^"!cb/!! Status: RO X-Status: A Content-Length: 2495 Lines: 66 Thank you for your email, here is a response from a SkyMesh representative concerning your request: ----------------------------------------------------- Hi Greg, I've conferred with IPStar and they've reported back the following, I've added notes where relevant to help with their jargon and grammar. "Went through the details logs with a couple of experienced sets of eyes, nothing on the GW side causing issues, (the service issues are) not related to burst in speeds, (The system) can handle jumping up and down bands, signals are very steady. Does not appear to be ODU (external equipment on dish) as far as we can tell. Its like the modem just decides to reboot." "Signals all look to be very good so ODU would be doubtful of an issue but when the mass dropouts were occurring we can see failed login attempts (indicating Tx (transmit) issue) and quite a lot of 'PowerUp' as the logoff cause. As the Tx side of the UT is powered along with these logoff causes I made my recommendation in TT:24061 this morning at 9:21am AEST to check power onsite with the CPE (Customer Premises Equipment). If site is found to be fine then the next point of call would be to look at the modem as it would most likely be faulty in this case. Just to finish off, there was no service issue for this customer relating to equipment with the IPSTAR gateway or SkyMesh service." >From this, your options are as follows, Confirm power to the modem is definitely consistent. Consider whether or not you would like me to organise a quote on a replacement modem for you, costs on this will depend on whether you have a windows machine available to you to run the remote modem provisioning software and whether you would like a new (12 month warranty) or refurbished (6 month warranty) Modem. Regards, Kear SkyMesh Support. ----------------------------------------------------- If you have any further unanswered concerns, or we can help in any other way, please let us know. Phone 1300 759 637 Fax 1300 859 637 Brisbane (07) 3123 5888 37 Baxter Street PO Box 255 FORTITUDE VALLEY QLD 4006 Hours (AEST) Support 8:00 am to 8:00 pm Monday to Friday 8:00 am to 5:00 pm Weekends and Public Holidays Sales, Accounts & Reception 8:00 am to 6:00 pm Monday to Friday Closed Weekends and Public Holidays ----------------------------------------------------- All official SkyMesh correspondence comes from skymesh.com.au and skymesh.net.au domains. Never give your SkyMesh password to anyone via email.