Constant Drop Outs

Highlighted
Level 1a

Hello,

 

I've had a ticket open with TGP for some weeks now and today a NBN tech came and checked (and replaced all the equipment) at my house.  TPG also provided a new modem which I switched out also but with no luck.

 

2-3 times a day I see my internet connection completely drop and speeds over time degrade.  This is what I See on my modem:

 

020-09-25 14:07:07 [6] VoIP: Register to server address 172.26.0.97:5060
2020-09-25 14:07:39 [6] VoIP: Register to server address 172.26.0.17:5060
2020-09-25 14:07:39 [6] VoIP: Register to server address 172.26.0.17:5060
2020-09-25 14:07:39 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2020-09-25 14:08:29 [6] VoIP: Register to server address 172.26.0.98:5060
2020-09-25 14:09:01 [6] VoIP: Register to server address 172.26.0.17:5060
2020-09-25 14:09:11 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2020-09-25 14:09:11 [3] PPP: ppp3 LCP down
2020-09-25 14:09:11 [4] PPP: ppp3 LCP down
2020-09-25 14:09:11 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2020-09-25 14:09:13 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:13 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:09:15 [3] PPP: ppp3
2020-09-25 14:09:15 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2020-09-25 14:09:34 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025f9)]
2020-09-25 14:09:38 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025f9)]
2020-09-25 14:09:48 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025f9)]
2020-09-25 14:10:08 [3] PPP: ppp3 Timeout waiting for PADO packets
2020-09-25 14:10:08 [3] PPP: ppp3
2020-09-25 14:10:27 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000026c7)]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x26fa2008>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0xc6858ca>]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0xc6858ca>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x26fa2008>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x26fa2008>]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x26fa2008]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="clubcatau@tpg.com.au" password=<hidden>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0xc6858ca]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2020-09-25 14:10:27 [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>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.36>]
2020-09-25 14:10:27 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.26.36>]
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 118.208.147.153> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-09-25 14:10:27 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 118.208.147.153> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-09-25 14:10:27 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 118.208.147.153> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-09-25 14:10:29 [5] VoIP: enable SIP stack due to intf(118.208.147.153) is up.
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.65) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.17) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:29 [6] VoIP: get ip(172.26.0.1) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:30 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.34:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.82:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.82:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.65:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.65:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.33:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.81:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.81:5060
2020-09-25 14:10:30 [6] VoIP: Register to server address 172.26.0.98:5060

 

Also if I do a speed test I often see less than 10Mbit/sec, I reboot the modem and it's instantly back to 100Mbit/sec speeds.

 

Has anyone experienced anything like this and TPG don't seem to be able to figure it out.

4 REPLIES 4
Highlighted
Moderator

Hi @clubcatau 

 

Welcome to the Community!

 

We were able to locate your account using your community details and can confirm that the case is being handled by our Engineering team.

They've been monitoring your service and have rejected the resolution that was given by the NBN technician today.

We were then advised by NBN Co that there's a network fault that is affecting your service, which they are still investigating.

 

Further updates will be given by your assigned Engineer via SMS or phone call as soon as an update becomes available.

 

BasilDV

Highlighted
Level 1a

Evening BasilDV, 

 

Thank you for the update, I appreciate the speedy response.  While I do see there being a potential issue with the line itself which would be indicated by these lines in the log:

 

2020-09-25 18:03:03 [3] PPP: ppp3 Peer not responding
2020-09-25 18:03:03 [3] PPP: ppp3 LCP down
2020-09-25 18:03:03 [4] PPP: ppp3 LCP down
2020-09-25 18:03:03 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "Peer not responding"]

 

I also think there might be something else funny going on as even sometime auth fails (not sure if that's common or not):

 

020-09-25 18:05:33 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x204e0737]
2020-09-25 18:05:33 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="clubcatau@tpg.com.au" password=<hidden>]
2020-09-25 18:05:33 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x646855d6]
2020-09-25 18:05:34 [6] PPP: ppp3 rcvd [PAP AuthNak id=0x1 "Request Denied"]
2020-09-25 18:05:34 [3] PPP: ppp3 Failed to authenticate ourselves to peer
2020-09-25 18:05:34 [3] PPP: ppp3 LCP down
2020-09-25 18:05:34 [4] PPP: ppp3 LCP down
2020-09-25 18:05:34 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "Failed to authenticate ourselves to peer"]
2020-09-25 18:05:34 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2020-09-25 18:05:34 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2020-09-25 18:05:34 [6] PPP: ppp3 rcvd [LCP TermAck id=0x3]
2020-09-25 18:05:34 [3] PPP: ppp3

 

I guess it's possible the line comes up and then the auth kicks off but the line dies again before the auth finishes causing the failure.

 

I will wait for an update from the techs Smiley Happy ... 

Highlighted
Level 1a

Although it seems stable again, getting pretty tired of having to watch youtube in 480 because my net is almost unsable in speed ... less than 10Mbit/sec ... tried to download a 10gb game ... took nearly a day.

 

Time to switch providers I guess it's been weeks already.

Highlighted
Moderator

Hi @clubcatau

 

We understand that you've been in touch with our Engineers and you were advised to test the speed via Wired for comparison.

Additional test for Windows 10 was also sent to your Email, which will help resolve the issue.

 

Further updates will be given by your assigned Engineer once available.

 

BasilDV