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Connection Keeps Dropping Out and Reconnecting - New Install

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Level 4

Connection drop outs also from tonight ...

 

Failure        Start            Length
25/03/2019 6:27:29 PM 0:03:10
25/03/2019 7:22:11 PM 0:15:06
25/03/2019 8:52:02 PM 0:02:51
25/03/2019 9:44:05 PM 0:03:02
25/03/2019 10:29:10 PM 0:02:59
25/03/2019 10:55:32 PM 0:02:45

Moderator

Hi @markberk1

 

I'll forward your findings to your Case Engineer. I also ran a test and NBNCo's diagnostic results is showing Unstable. We may need to follow up with NBNCo regarding this.

 

Regards,

Level 4

Hi @Will 

 

Update : Internet down so far today. Neighbours is good.

 

It's been raining a lot and the pit cover on road is broken, may be contributing, maybe not.

Moderator

Hi @markberk1

 

It seems to be up for an hour already.

 

I checked the ticket we've raised to NBNCo, they're advising that they need to send another technician out.

 

You'll be notified once we have a confirmed appointment.

 

Regards,

Moderator

Hi @markberk1

 

I can see that an NBN tech appointment has been booked and that you've agreed to the schedule.

 

Let's wait for the NBN technician to complete the repair. Updates regarding the outcome will be provided by our Engineering Team directly.

 

If you need our help, just drop a message.

 

Regards,

Level 4

Hi @Will 

 

NBN came today and didn't try a different line into the house (there is a cable with 10 lines into the house, it used to be a business in past) as the last NBN tech said he would. He said he doesn't know what the problem is, that everything on NBN side is good - up to spec, and that it might be solar panels and that is someone elses problem to define and fix.

 

What's next guys?

 

These are the 15 drop outs after NBN tech left today ...

 

Failure Start Length
1/04/2019 9:13:23 AM 0:03:10
1/04/2019 10:17:40 AM 0:06:22
1/04/2019 10:42:10 AM 0:03:02
1/04/2019 12:06:30 PM 0:03:06
1/04/2019 3:04:42 PM 0:03:00
1/04/2019 4:33:23 PM 0:03:00
1/04/2019 4:59:13 PM 0:03:03
1/04/2019 5:39:08 PM 0:04:43
1/04/2019 5:56:37 PM 0:03:02
1/04/2019 6:02:25 PM 0:02:44
1/04/2019 6:14:47 PM 0:04:53
1/04/2019 6:23:41 PM 0:05:06
1/04/2019 6:44:50 PM 0:04:10
1/04/2019 6:50:38 PM 0:03:11
1/04/2019 7:41:53 PM 0:02:46

Moderator

Hi @markberk1,

 

We apologise for the inconvenience.

 

We've checked your connection and it looks stable as of the moment. Our Engineering team is still monitoring this case and will be in touch to provide further updates.

 

Kind regards,

BasilDV

Highlighted
Level 4

Hi @BasilDV 

 

It will look stable while it's not dropped out, right?

 

I heard from TPG Eng this morning who said they made some line adjustment and my connection is stable. As can be seen above it wasn't up to 11pm last night.

 

I'll monitor it again today and post again tonight one way or another.

Moderator

Hi @markberk1,

 

You are right.

 

It seems after the adjustment that our Engineering team applied to your line, the connection seems more stable.

 

Let's see how it goes and update us once the issue persists.

 

Thank you,

BasilDv

Level 4

Hi @BasilDV 

 

Yes, more stable, no drop outs until tonight after sunset. And fewer than usual.

 

Below are times and duration of drop outs on both wifi and wired.

 

Failure      Start            Length
2/04/2019 6:54:44 PM 0:05:19
2/04/2019 7:00:16 PM 0:03:50
2/04/2019 8:40:12 PM 0:03:00
2/04/2019 8:51:59 PM 0:03:00
2/04/2019 9:24:13 PM 0:03:45
2/04/2019 9:59:55 PM 0:03:15