Loosing ethernet connection to internet at installations

[treezleef]

Hi
We install equipment in domestic houses in UK. The equipment is monitored over the internet via ethernet connection and the usual RJ45 connector. The equipment is usually installed in a utility room or garage, so the ethernet cable isn’t usually long enough to go directly back to the router….instead, our customers use “TP Link” type comms_over_mains connections, or a wifi repeater, to get comms back to the household router.

Even though the installer checks for internet connection at install time, about 20% of the units loose internet connection at some point. We don’t know why.

Do you know why this might be? And how we can restore internet connection?
We wonder if maybe the installer isn’t properly making the RJ45 connections?…or maybe the RJ45 doesn’t have good strain relief?
The telephone calls that we get from our customers, moaning that their equipment doesn’t have internet connection, is swamping our customer services dept.

Do you know how we can diagnose? Preferably without having to go round customers house, (but we will do that if we end up having to.)

 

[DPG]

Hi
We install equipment in domestic houses in UK. The equipment is monitored over the internet via ethernet connection and the usual RJ45 connector. The equipment is usually installed in a utility room or garage, so the ethernet cable isn’t usually long enough to go directly back to the router….instead, our customers use “TP Link” type comms_over_mains connections, or a wifi repeater, to get comms back to the household router.

Even though the installer checks for internet connection at install time, about 20% of the units loose internet connection at some point. We don’t know why.

Do you know why this might be? And how we can restore internet connection?
We wonder if maybe the installer isn’t properly making the RJ45 connections?…or maybe the RJ45 doesn’t have good strain relief?
The telephone calls that we get from our customers, moaning that their equipment doesn’t have internet connection, is swamping our customer services dept.

Do you know how we can diagnose? Preferably without having to go round customers house, (but we will do that if we end up having to.)

Do you not have an ethernet cable tester? You could easily eliminate cable problems then.

 

[Strima]

Using TP Link style networks can be unreliable for monitoring systems, as traffic isn't constant and often light they tend to 'go to sleep' and lose connectivity. Ideally a wired link back to the router is often the best option.

 

[Mikegh]

Probably asking for trouble alright using these wireless links ?

 

[treezleef]

Thanks, do you think the way we can proove to the customer that their links are at fault (rather than our equipment) is to get them to connect their router directly to our equipment (without the TP links)....then if they get internet connection to our equipment, it prooves that the TP links are at fault?

 

[Mikegh]

You'll have to stop using tp link anyhow

Problem without the secure connection it's like a blame game

You could do something like instruct the customer that they need a wired connection in place prior to arrival and then you fit the equipment

You could fit it but your on the hook for connectivity then which is what u don't want

You monitor connectivity and any issue is then their problem but will hit sales I dunno

 

[Mikegh]

Or is there reliable wireless products that you can approve to the customer

No point customer fitting tp links if they not reliable

 

[treezleef]

Thanks, i am wondering how these TP links manage to get sold to people? They seem to be terrible.....and it seems possible that our multiple customers with this problem are suffering from the TP links.

 

[Strima]

If you have a network that has a fair amount of traffic on it then these links are fine and when they do freeze people tend to notice and reset them.

As I said earlier on low usage networks they tend to go to sleep but no one realises as they're not trying to watch something on Netflix through them.

I would consider a hard wire back to the router, boxes of CAT5e and RJ45's are cheap enough to make cables up on site to the specific length needed.

 

[Mikegh]

Ya I agree you could price for a wired install

You could have a service callout for anything not sorted over the phone

20% problems with tp link is no good anyhow