Connection drops regularly in the last 2 days

[Ravil]

Hi support,

My internet connection drops regularly, reconnects itself and it has been happening for the last 2 days.

Perth, WA, nothern suburbs. No NBN or TPG outages listed. I'm usning TP Link Archer VR1600 v2 provided by you ages ago (2019) and haven't had such issues since then.

Also you phone support is ....... i'm waiting for someone to pickup the call for an hour!!! (see the screen shot) but I will drop this call right now.

Cheers,

Ravil

[BasilDV]

Hi @Ravil 

Did you notice any changes with the light status of the modem/router when the connection drops out? 

What troubleshooting have you tried so far?

Do you know the type of NBN you are using?

BasilDV

[Ravil]

Hi BasilDV,

Currently I'm on FTTN (copper comes into premises) nbn 100 plan. I applied to FTTP free upgrade recently.

Tried to switch of modem for more that 10 sec - didn't help. It is warm but i guess acceptable, not hot.

Can't check lights when it drops out as modem is located in my garage. It doesn't last long, it reconnects but it is happening way too often.

Does it worth to do a factory reset?

Cheers,

Ravil

[BasilDV]

Did you notice if all of your devices got disconnected at the same time or you only notice it on a particular device?

Are you using an access point? Did you notice if the WiFi signal was lost when the connection drops?

We need to make sure that it is a modem fault before performing the reset.

BasilDV

[david64]

Hi @Ravil . Login to router admin. Goto Advanced, System Tools, System Log.

You can Save Log as text file on your device (easier to look through) or browse it directly.

Look for any "PPP" messages which indicate problems in external network.

Don't worry about DHCP and VOIP messages.

It does run warm to touch.

What is the Build number of the firmware?

[Ravil]

I have a couple of pc on cable connections and a few devices on WiFi connected to the modem and to the WiFi extenders as well. WiFi extenders connected to the modem via cable.

When signal drops - all WiFi andLAN clients lost it - i guess something is with the carrier connection.

[Ravil]

Firmware Version:0.1.0 0.9.1 v5006.0 Build 220518 Rel.32480n Hardware Version:Archer VR1600v v2.0 00000000

part of the log below. Level DEBUG.

2023-11-10 14:19:40 [6] PPP: ppp1 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x9ec77dc8>]
2023-11-10 14:19:40 [6] PPP: ppp1 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x9ec77dc8>]
2023-11-10 14:19:40 [6] PPP: ppp1 sent [LCP EchoReq id=0x0 magic=0x9ec77dc8]
2023-11-10 14:19:40 [6] PPP: ppp1 sent [PAP AuthReq id=0x1 user="greatearl" password=<hidden>]
2023-11-10 14:19:40 [6] PPP: ppp1 rcvd [LCP EchoRep id=0x0 magic=0xf7accc05]
2023-11-10 14:19:41 [6] PPP: ppp1 rcvd [PAP AuthAck id=0x1 ""]
2023-11-10 14:19:41 [6] PPP: ppp1 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2023-11-10 14:19:41 [6] PPP: ppp1 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.161>]
2023-11-10 14:19:41 [6] PPP: ppp1 sent [IPCP ConfAck id=0x1 <addr 10.20.26.161>]
2023-11-10 14:19:41 [6] PPP: ppp1 rcvd [IPCP ConfNak id=0x1 <addr 121.44.74.121> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2023-11-10 14:19:41 [6] PPP: ppp1 sent [IPCP ConfReq id=0x2 <addr 121.44.74.121> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2023-11-10 14:19:41 [6] PPP: ppp1 rcvd [IPCP ConfAck id=0x2 <addr 121.44.74.121> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2023-11-10 14:19:42 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:19:42 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:19:42 [5] VoIP: enable SIP stack due to intf(121.44.74.121) is up.
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:43 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:44 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:45 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2023-11-10 14:19:56 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:19:56 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:20:11 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:20:11 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:20:26 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:20:26 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:20:41 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:20:41 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:20:56 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:20:56 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:21:11 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:21:11 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:21:26 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:21:26 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:21:41 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:21:41 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:21:56 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:21:56 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:22:11 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:22:11 [5] DHCPD: Send OFFER with ip 192.168.1.100
2023-11-10 14:22:26 [5] DHCPD: Recv DISCOVER from A8:63:7D:2A:B9:A5
2023-11-10 14:22:26 [5] DHCPD: Send OFFER with ip 192.168.1.103
2023-11-10 14:22:41 [5] DHCPD: Recv DISCOVER from A8:63:7D:2C:68:7F
2023-11-10 14:22:41 [5] DHCPD: Send OFFER with ip 192.168.1.100

[david64]

@Ravil . The PPP messages indicate that the WAN connection is coming up. Next time it goes down, get the ending part of the log with the PPP messages. 

[BasilDV]

Hi @Ravil 

We'd like to run some tests on our end as well.

Please send us a private message with your account details.

BasilDV

[Ravil]

@david64 

monitoring it