ConnectBox FailSafe Mode

lucasabrahao · 2020-05-11T13:37:18+00:00

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lucasabrahao

Hello all,

Lately I’m having several issues with my internet connection.

I have a 600Mbit/s subscription, but I’m not getting even close to that. Sometimes I have to reboot the connect box because I don’t have internet connection - I’ve done two times yesterday.

Also, my Connect box is displaying a red light and when accessing the UI, I can see that it is in Fail Safe mode.

I tried to restart the box several times, but the error always comes back.

Do you have any idea what could be? I tried to call the support, but unfortunately the options are only in German, French and Italian.

Thanks.

Lucas

2020-05-11 15_25_11-Connect Box.png 2020-05-11 15_26_57-Connect Box.png

rryawn

New Connect Box received and installed Tuesday. Problem resolved. Old one is on its way back via the return. Thank you for the rapid response and excellent service!

sms1001

Hallo Daniele,
I have received the new box _10days. It is now connected and operating on normal mode. There were occasional service drops but nowhere near previous failure frequency.
Thank you
Sergei

Daniele_Sunrise

@rryawn , Welcome to the community!

We have just started an exchange. You will get a new modem within the next 2 days.

Greetings
Daniele

rryawn

@Daniele_Sunrise : Since Sunday morning, I am experiencing the same issue described in this thread with my (non-Giga)Connect Box.

I’ve already done a factory reset and confirmed the same behaviour. The box shuts itself off completely after 6-7 minutes with the solid red LED light and internet in Fail Safe Mode.

I’m certain I need an exchange as well. Can I initiate a replacement immediately in reply to this thread or should I open a new conversation? Thank you.

Daniele_Sunrise

@sms1001 , We have initiated an exchange. The new modem will be delivered within the next days.

Greetings
Daniele

sms1001

Hi Daniele,

The modem seems to be warm but not hot to touch (₃₀ deg) and the light is solid red no flashing.

It has never been replaced since original installation, must have been ₅ years back now.

Thank you and kind regards

Daniele_Sunrise

@sms1001 ,

Welcome to the community!

Is your modem hot when it flashes red? Has your modem ever been replaced?

Greetings

Daniele

sms1001

Hi,

I have exactly the same problem - repeating more often in recent months. Red light permanently on, reboot does not help.

Thanks for your help

lucasabrahao

@Daniele_Sunrise, I have received the new modem and posted the old one back today.

Thanks for your support!

Best Regards,

Lucas

lucasabrahao

Thanks @Daniele_Sunrise ! I will let you know when I receive the new modem!

Daniele_Sunrise

@lucasabrahao , I have initiated a modem exchange. The new modem will be delivered within the next days. Please contact me again if the cause is solved.

Greetings
Daniele

lucasabrahao

Thank you @Daniele_Sunrise !

I’ve waited 45min, rebooted the modem and I completely lost the internet connection.

After that, I have pressed the reset button and restored the settings to default, but the FailSafe mode is still on.

Any other suggestion?

Regards,

Lucas

Daniele_Sunrise

@lucasabrahao , Welcome to the community!

We have made a change, which will be completed in 30 minutes. Restart your modem afterwards. If you’re in trouble, perform a modem reset. Gently press the reset button on the Back for at least 25 seconds. Then try again.

Greetings
Daniele