Facetime and Skype with Actiontec pk5000

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Facetime and Skype with Actiontec pk5000

I am having a lot of trouble using Facetime and Skype on my iPhone 4s and my iMac (Intel) with my Actiontec pk5000 modem. I have Qwest (CenturyLink) service with 7MB DSL service. Speed doesn't seem to be the issue.

What happens is that the pk5000 cuts out and drops the connection altogether. It is not that the call drops... the wireless signal drops altogether. I have tried boosting the signal and have tried different channels. Unfortunately, nothing seems to work. Facetime and Skype video calls seem to be too much for this wifi router.

Any help or ideas would be greatly appreciated. I am considering buying an Airport Extreme in the hopes that Apple products will play well together. Does anyone have any experience with this? How would you setup the Airport Extreme with the pk5000?

Thanks in advance for the help.

C

iPhone 4S, iOS 5, Facetime and Skype

Posted on Dec 29, 2011 9:49 AM

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Answer 1

KiltedTim

Level 10

225,966 points

Dec 29, 2011 9:54 AM in response to clozner

Is it dropping the wireless signal, the wired connection, or both? If it's dropping the link to your DLS provider altogether, you may just need to buy a new modem if there isn't a firmware update available for it that will correct the problem.

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Answer 2

clozner Author

Level 1

12 points

Dec 29, 2011 10:04 AM in response to KiltedTim

I'm not sure if it is the link to the DSL provider or it is the wireless signal. I do not have any wired connections (other than an Apple TV).

What happens is that the call drops and the wifi network dissapears from the list of available networks.

Any thoughts?

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Answer 3

KiltedTim

Level 10

225,966 points

Dec 29, 2011 10:08 AM in response to clozner

Plug a computer into a wired port on the modem. Start a file download. Something that will take some time.

Start a facetime call. Watch the computer to see if the connection drops altogether.

Definitely check to see if there is a firmware update available for the modem/router. It may correct the problem. If there is not one, you'll need to either purchase a new modem (if it's dropping the wired connection) or disable the wireless connection on it and purchase a wireless router that won't choke.

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Answer 4

clozner Author

Level 1

12 points

Dec 30, 2011 5:49 PM in response to KiltedTim

Hi KiltedTim -

So, I did a little testing. The entire modem/router resets. It doesn't just drop the wifi signal... the whole thing crashes and goes through a power cycle. I have checked to see if there is a new firmware update. No luck. I have the current one.

Any thoughts? Anyone have this issue? Before I run out and buy anything, I want to make sure it is the router, the modem, or both. I don't want to run out and buy an Airport Extreme and find out that it doesn't improve the situation.

Anybody have any ideas?

Thanks
C

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Answer 5

KiltedTim

Level 10

225,966 points

Dec 30, 2011 6:35 PM in response to clozner

If the entire modem is crashing you'll probably have to replace it. It's definitely choking on something. It shouldn't. A number of years ago, I had a modem that would re-set itself when it was probed from the outside. Not uncommon. You wouldn't believe how many people are out there trying to penetrate any network they can. It never let anything through, but it 'gave it's life' to defend my network. lol... I replaced it with a newer one and never had the problem again.

You could contact the manufacturer's support people. I kind of doubt they'll have a solution, but it's possible. If there are a fair number of them in use, odds are you're not the only person with an iPhone who has one and has run into this problem. There may be a setting you can change that will correct the problem.

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Answer 6

tagogi

Level 1

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Jan 8, 2012 9:37 AM in response to clozner

I am experiencing the same issue. I have an Actiontec PK5000 wireless DSL router. It's running the latest firmware - QAP002-3.60.3.0.9.9. When I initiate a facetime over wifi, it works for about 3 seconds, then my whole DSL router resets.

clozner, did you find a solution for this from Apple or Actiontec?

I checked the Actiontec forums and couldn't find any postings regarding issues with facetime / Skype.

I'm running ios 5.0.1 on an iphone 4s. I'm connecting to an iPad2 running 5.0.1.

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Answer 7

clozner Author

Level 1

12 points

Jan 8, 2012 3:31 PM in response to tagogi

Hi Tagogi. No luck on my end. Qwest couldn't/wouldn't really do anything and the help request I submitted to Actiontec has been escalated, but have not heard anything back.

I am going to try to disable the wireless on the Actiontec and setup an Airport Express base station in bridge mode and see if that helps at all. I haven't had a chance to test this yet.

If you find anything out, please help me. I'll do the same.

Thanks,

C

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Answer 8

KiltedTim

Level 10

225,966 points

Jan 8, 2012 5:55 PM in response to clozner

There really shouldn't be a need to disable the wireless. You can connect the Airport Express wired and just give the network a different name. I do this in my home and restrict the Airport Express to 802.11N only. That way the slower devices on the WLAN don't drag down the entire network.

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Answer 9

clozner Author

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12 points

Jan 8, 2012 7:39 PM in response to KiltedTim

KiltedTim - Do you put your Express in bridge mode? Mine is an old one w/o "N", but I'm considering buying an Express or Extreme to take advantage of "N" and faster internet service.

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Answer 10

KiltedTim

Level 10

225,966 points

Jan 9, 2012 6:44 AM in response to clozner

No, I just set it up and create a separate network with it. I let the router I have from AT&T handle DHCP and it works fine. When you connect at my house, you'll see 2 separate networks. One is strictly N. I leave it set this way and take it with me when I travel for those hotels that either only offer wired Internet in the rooms or for where the wireless in the hotel stinks assuming I have the option of a wired connection in room.

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Answer 11

tagogi

Level 1

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Jan 9, 2012 7:44 AM in response to clozner

I just got a response back from Actiontec:

Resolution:

=========================

This issue is currently under review but we do not have a resolution at this time.

When a solution is found, you will need to either contact Qwest to have them upgrade the router for you, or to walk you through upgrading the firmware.

=========================

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Answer 12

Jan 10, 2012 8:31 PM in response to clozner

I am having the same problem with my Actiontec pk5000. I call Qwest (CenturyLink) yesterday and they sent out a replacement today ( fast service) but the same thing happens.

When I use Facetime the router goes off and resets.

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Answer 13

Jan 10, 2012 8:56 PM in response to clozner

Ok, I did some testing.

I have non router wireless access point made by Linksys

I connected the wireless access point to one of the ethernet ports on the Actiontec pk5000.

I disconnected my iPhone from the Actiontec pk5000 wireless and connected the iPhone to the Linksys wireless access point.

I was able to use Facetime

I am not familiar with the Airport Extreme but if it is a wireless access point, I would say it would work if you connect to the Actiontec pk5000 ethernet port.

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Answer 14

clozner Author

Level 1

12 points

Jan 10, 2012 10:08 PM in response to AzSkerman

Is your Linksys in bridge mode?

Would be great if you contacted Actiontec so they hear from more people.

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Answer 15

tagogi

Level 1

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Feb 3, 2012 9:06 AM in response to clozner

I just received this response from Actiontec Support:

==================================

Dear Actiontec Customer,

This email is in follow-up to the issues you are experiencing with your Actiontec PK5000 and the Facetime application on your Apple device. Actiontec /CenturyLink has determined that it is not an issue with the PK5000. Therefore, Actiontec/CenturyLink will not be pursuing a new firmware release to resolve the issue. Facetime will be responsible for resolving the issue as it has been found to exist in other manufacturer’s products also.

===================================

Basically, they are pushing the issue back on Facetime. I disagree with this response. If the root cause of the issue turns out to be on the fault of Facetime, they still have a router that instead of dropping a malformed / illegal packet, their device reboots.

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