We have a couple house recently where we have installed 3-Port ubiquiti routers. They work perfectly but Time Warner some how logs into them and clears the programming periodically. Has anyone heard of this by other ISP's?

twmoonly,

TWC has admitted that they have done this? Are you still using the default Ubiquiti password?

Someone may have reset the router. Has the customer called TWC support? Support may be assuming that they can blunder through providing Internet access by resetting the router. While this may work for garden variety consumer level routers, this will not work for the Ubiquiti. I hope that you backed up the configurations.

no they haven't admitted to doing this but it has happened to two cients house without the client resetting it (so they say). They have called TWC and get the internet working again through only the TWC modem. Yes the configurations have been backed up

The only reason they would call TWC is if the internet was already not working. Have you been onsite to confirm that the routers are been reset back to default? If you have no been back on site, it is possible the client unplugged wires during their testing while on with TWC and did not connect back to the correct port on the router. Its not like a consumer grade Linksys or Netgear that has a different color port that says WAN or Internet on it.

it is more likely that TWC has had the customer rewire/reset their TWC equipment.

TWC may have reset/changed the wifi on their modem and told the client to use that.

Do your clients know the difference between the internet being down and the wifi not working?

TWC (or any one else) will not touch/support gear that isn't theirs, they will almost treat it like it isn't there, which is really awesome when you realize they are doing IT work and not asking any questions about existing infrastructure (wouldn't you LOVE to go to TWC's HQ, go into their IT closet and disconnect their existing router/firewall with a Linksys you got at Best Buy?)

Why not open a port so you can log in from outside, as standard practice? That way, if you suddenly can't log in, it would seem to be due to the IP address changing or someone made changes to the router. If you use a DDNS, the changing IP address shouldn't matter.

TWC will never reset the customer router but they may instruct the customer to do so and in tern the customer may reset the Ubiquiti router thinking that that is the issue.

To solve this issue you must educate your customers about what equipment is dong what and I would also install something like a WattBox to automatically/remotely restart the equipment because that usually solves many phone calls to both you and TWC.

I wish that Comcast used these rules. I have an elderly customer who called Comcast for some reason and the first tech struggled, attempting to get a TV back online. He failed, and came back a second day with a buddy and after the pair of them left, two TV's were down. Finally, she called me and after some head scratching I discovered that IN and OUT were mixed up on both HDMI extenders. (Both TV's had been working fine for months after we installed them, I have no idea why she called Comcast. I'll leave it to the reader to decide who switched the connections.)

TWC hasnt been to the house, have done remotely. Both clients say they havnt touched our equipment.

Are you using default login and password in your config file?

How do you imagine they were able to reset the router?
Magic packet?

There is an isp near us that we finally gave up on and set it up so our router works with the default settings of their modem because it would reset itself every couple of months. We tried 3 different modems. They would not let customers provide their own dsl modems either. Ridiculous.

twmoonly,

Have you been on site to verify that the Ubiquiti's have been factory reset?

Although it may not seem fair, you could have two similarly defective routers.

Have you installed the latest firmware?

Not exactly what you are experiencing: [Link: community.ubnt.com]

It could be that the two routers are defective. Yes both sites have newest firmware and the setting were erased once I logged into them.

So you've been asked several times if you've been onsite without answering. I'm done with this thread.