Got back from work around 6:30PM yesterday (21 June) and found out that my internet is down. However VOIP and IPTV works fine.

I thought it's another case of 'connection hang' (where the system thinks you're still connected when you're actually not) that requires a connection reset from their end.. so I called the unifi tech support. Took forever for someone to pick up the phone.

Upon further inspection the CS told me that there is actually no connection from my end, but the signal is okay and there seemed to be no problems.

The guy asked me the usual; is this light on the modem, is that light blinking, etc. Told him everything appears to be normal, and that I'm only using my own router and the DIR615 as a vlan bridge. He didn't quite understand the meaning of that; he asked me if am I using TPLINK. I told him that I'm using another router. So he asked me to try with the DIR615 alone on default settings. Told him that I'd have to call him again since it's not a straightforward thing.

So I configured the DIR615 to TM's stock setting (minus remote management) to use it as the main router and there's still no internet. The signal appears to be fine under Maintenance > System Check.

Called the tech support again and this time it took like 20 mins for someone to pick up the phone, motherf***ing TM I tell you.
The lady noticed that my unifi voip line is a bit noisy and asked me whether this just happened or what; I told her it's been like this since quite a while, I rarely use the line and I think it's my old aztech phone.

Explained to the lady everything, again I was asked questions like am I using a TPLINK router, when I told her I'm using a Buffalo she asked how long have I been using it with the vlan bridge setup and asked to do standard things like re-entering my username and password.. lol. I told her that I've done all that.
She said all this will be included in the report.

I even told her what the log in the DIR615 says:

This will repeat everytime the router tries to connect. As expected the CS doesn't understand the meaning of this.
She finally said that the problem will be escalated to their network team. I also got a report number.

Around 1 hour later I got a call from TM on my mobile.
The first thing that the guy asked me is about the VOIP phone. He asked me to check because they have tweaked some settings from their end. I checked and true enough the noise is no longer there. The internet however is still down. I was told that they're still checking it from their end and they would call me to follow up.

I went to bed and woke up around 2.30AM just now and yeah the connection is finally back up. Checked the log on the DIR615 and it appears the connection returned at 2:15AM.