~30 dropouts in a day

[tortosa]

constantly dropping out for ~20 seconds. wired connection. TP-Link Archer VR1600v was replaced, this is the log for one of the dropouts

2021-10-15 16:37:28 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2021-10-15 16:37:28 [3] PPP: ppp3 LCP down
2021-10-15 16:37:28 [4] PPP: ppp3 LCP down
2021-10-15 16:37:28 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2021-10-15 16:37:32 [3] PPP: ppp3 
2021-10-15 16:37:32 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2021-10-15 16:37:51 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000592b)]
2021-10-15 16:37:51 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x42997439>]
2021-10-15 16:37:51 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0xecddd8e5>]
2021-10-15 16:37:51 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0xecddd8e5>]
2021-10-15 16:37:51 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2021-10-15 16:37:51 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x42997439>]
2021-10-15 16:37:51 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x42997439>]
2021-10-15 16:37:51 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x42997439]
2021-10-15 16:37:51 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="_______@tpg.com.au" password=<hidden>]
2021-10-15 16:37:51 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0xecddd8e5]
2021-10-15 16:37:52 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2021-10-15 16:37:52 [6] PPP: ppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2021-10-15 16:37:52 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.111>]
2021-10-15 16:37:52 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.26.111>]
2021-10-15 16:37:52 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 60.242.213.47> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2021-10-15 16:37:52 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 60.242.213.47> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2021-10-15 16:37:52 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 60.242.213.47> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2021-10-15 16:37:53 [5] VoIP: enable SIP stack due to intf(60.242.213.47) is up.
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:54 [6] VoIP: Register to server address 172.26.0.98:5060
2021-10-15 16:37:54 [6] VoIP: Register to server address 172.26.0.33:5060
2021-10-15 16:37:54 [6] VoIP: Register to server address 172.26.0.34:5060
2021-10-15 16:37:54 [6] VoIP: Register to server address 172.26.0.82:5060
2021-10-15 16:37:54 [6] VoIP: Register to server address 172.26.0.82:5060
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:55 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2021-10-15 16:37:56 [6] VoIP: Register to server address 172.26.0.98:5060
2021-10-15 16:37:56 [6] VoIP: Register to server address 172.26.0.33:5060
2021-10-15 16:37:56 [6] VoIP: Register to server address 172.26.0.34:5060
2021-10-15 16:37:56 [6] VoIP: Register to server address 172.26.0.82:5060

[Ahra_G]

Hi @tortosa, 

Recent update on your account indicated that the issue is now raised to our Engineering Team for further investigation.

The requested equipment has also been processed. 

Should you have further queries or concern, you may respond directly to the SMS sent by our Engineering Team or let us know here. 

-Ahra_G

[tortosa]

Hi Ahra_G,

yes a replacement is on the way, however i'm still curious if theres anything pertaining to the problem in the logs. I would like to know if this is the issue and the same problem doesnt arise with the replacement.

[Ahra_G]

Hi @tortosa, 

Based on the notes from our Engineering Team, the NBN NCD has already been replaced however, the connection issue is still evident. 

For complete assessment information, I can have the assigned Engineer to contact you. Just let me know of your most convenient time to receive a call.

-Ahra_G

[tortosa]

Received the new modem yesterday - already 5 or so dropouts logged overnight.

When configuring the wifi i noticed rebooting the modem takes ~20 seconds for it to come back online, which lines up with all these disconnects. Are these tp-link modems dodgy?

[Anonymous]

Hi @tortosa,

One of our Engineers tried to contact you to discuss details of the fault update but no avail. Please confirm your best contact number and preferred time.

Regards,

Received the new modem yesterday - already 5 or so dropouts logged overnight.

When configuring the wifi i noticed rebooting the modem takes ~20 seconds for it to come back online, which lines up with all these disconnects. Are these tp-link modems dodgy?

[tortosa]

Hi Shane,

Friday the 12th November a TPG technician came out and confirmed the dropouts were TPG de-registering and re-registering my connection. I showed him logs of the constant dropouts and he suggested using a 3rd party modem (TP-Link VR600v) i had already purchased to test and monitor for a week and see if the dropouts still occur. I mentioned i had already tested this but i lose VOIP because it was not a TPG supplied modem. His response was that you COULD make it work - all TPG do is register the MAC address of the modem. Its been a week and i cant see any dropouts, but when i call support they still say its impossible to use a third party modem for VOIP.

Who is telling fibs?

[BasilDV]

Hi @tortosa

The phone service will not work with a third party modem/router as the once we provide has a special firmware for it to work.

We understand that this has been raised to our Complaints resolution team and a case manager will be in touch with you for further discussion.

BasilDV

[tortosa]

@BasilDV Thats a real shame. I guess you need to train your technicians better if that is the case.

I've just spoken to Aussie Broadband who are more than happy for me to use the modem i paid for and provide VOIP hassle-free. no 'special firmware' required.

I dont mean to come across as angry or spiteful, but this has been an ongoing issue and clearly you cannot provide a proper solution.

I'll be leaving TPG, thanks for the years of service.

I'll also not be recommending TPG to my clients or friends and family.