Connection lost at specific time each day

[ctzeninsane]

Hi. I live in South Granville NSW 2142. Our place had the ADSL2+ and Home Phone Bundle installed back in July last year, but had a terrible connection problem, which we sorted out January this year. Since then, I have noticed a strange phenomenon where our connection would get lost some time between 10~11pm, then reconnects at lower speed, every single day. Our normal speed would be around 5.5 mbps, but after the disconnection at night, it would reconnect at around 3 mbps, and stays at that speed until I restart the modem next morning. When I restart the modem in the morning, it comes back to 5.5 mbps. Here's a brief summary of what happens:

 - Reconnecting within a couple of hours of disconnection does not bring it back to the normal speed - I have to wait until morning in order to get the speed back.

 - I do not know exactly what time the speed comes back, as it is very late at night. I can confirm that reconnecting at 1am does not bring the speed back.

 - have tried with the stock Huawei as well as a different modem, which is a Billion BiPAC 7800NL with the latest firmware, with no different results.

I have been observing the issue for over 2 months now, so I can confirm that the condition I mentioned above is 100% facts.

If the tech supports from TPG or end users who have similar experience give me some kind of clues as to how to solve this problem it would be much appreciated.

[Joseph_D]

@ctzeninsane does the DSL light flash or turn off in the modem when the connection drops?

The connection is stable for more that 17 hours. I do see that the current connection speed was low compared to your distance from the exchange.

I ran a test on the lines outside, it is clear of any interference.

The speed doubled after the test.

Just to be clear, your connection speed drops in between 10 - 11 PM & even if you switch the modem off & on the speed is still low?

Kind regards,

Joseph D

[ctzeninsane]

Thank you for your response, Joseph. The DSL light completely turns off when the drop occurs. The connection speed would stay at around 5.5 mbps until the drop-off occurs some time between 10 - 11 pm each day. The exact time of drop varies, but it definately occurs between that period. After the drop, it reconnects at around 3 mbps, and restarting the modem immediately does not fix the low speed. I do not know what time the reconnection brings back the speed, as it is very late at night. I can confirm that restarting the modem at 7:00am brings back the speed. If I do not restart the modem, the speed stays at 3 mbps all day. Just to be clear, leaving it at 3 mbps for 24 hours until the drop-off occurs again does not fix the issue.

[Anonymous]

Hi @ctzeninsane,

Thanks for the additional details. We ran another test to your service and it shows a possible line fault that may cause a dropouts and slow connection to your service.

Please confirm if your modem/router is directly connected to the wall socket or it is connected to a filter/splitter together with a telephone handset.
 

Have you tried to isolate the modem/router alone? If yes, does the issue still occurs?

[ctzeninsane]

Yes, my modem is connected directly to the wall socket, and it is the only device that is connected to out phone line, without any other landline phone or any other devices.

[Anonymous]

Hi @ctzeninsane,

Thanks for the additional details. We'd like to arrange a call from one of our Technicians for further test and investigation. Feel free to PM me your best contact number and preferred time today.

In case you need a reference: How do I private message (PM) in the community

Cheers!

[Anonymous]

Hi @ctzeninsane,

Thanks for sending us your details. We arranged one of our Technicians to call you later today between 10-12NN AEDST. Make sure to keep your mobile phone available for the incoming call and let us know how it will go.

Cheers!