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Constant Dropouts on HFC

antlorrigan
Level 2
Level 2
‎23-12-2021 02:56 PM

Receiving constant dropouts.

Router has been factory reset - this issue occurs on all devices, and looks to be potentially related to the NBN HFC box.

Please investigate asap.

 

Logs from the router as below showing PPP down.

 

2021-12-23 13:44:22 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:44:54 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2021-12-23 13:45:17 [6] VoIP: Register to server address 172.26.0.97:5060
2021-12-23 13:45:35 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2021-12-23 13:45:35 [3] PPP: ppp3 LCP down
2021-12-23 13:45:35 [4] PPP: ppp3 LCP down
2021-12-23 13:45:35 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2021-12-23 13:45:37 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:38 [3] PPP: ppp3
2021-12-23 13:45:38 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2021-12-23 13:45:58 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:03 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:13 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:22 [5] System: DSL training G.994
2021-12-23 13:46:33 [3] PPP: ppp3 Timeout waiting for PADO packets
2021-12-23 13:46:33 [3] PPP: ppp3
2021-12-23 13:46:52 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:46:57 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x66e27011>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x66e27011>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x381b3336]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="antlorrigan" password=<hidden>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x66e27011]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2021-12-23 13:47:07 [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>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.2>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.26.2>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:07 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:09 [5] VoIP: enable SIP stack due to intf(193.116.229.185) is up.

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10 REPLIES 10
Anonymous
Not applicable
‎24-12-2021 06:44 PM

Hey @antlorrigan,

 

Welcome to the community!

 

There are different types of dropouts that you may experience:

 

1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.

 

2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.

 

3. Dropouts caused by ongoing outage in your area. 

 

In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

 

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

 

But this particular case it looks like the issue is either on the modem/router or the network itself, please send me a Private Message with your account details (Username/Customer ID together with the address on file).

 

To send a PM, please refer to this link: How do I private message (PM) in the community

 

 

Receiving constant dropouts.

Router has been factory reset - this issue occurs on all devices, and looks to be potentially related to the NBN HFC box.

Please investigate asap.

 

Logs from the router as below showing PPP down.

 

2021-12-23 13:44:22 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:44:54 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2021-12-23 13:45:17 [6] VoIP: Register to server address 172.26.0.97:5060
2021-12-23 13:45:35 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2021-12-23 13:45:35 [3] PPP: ppp3 LCP down
2021-12-23 13:45:35 [4] PPP: ppp3 LCP down
2021-12-23 13:45:35 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2021-12-23 13:45:37 [4] VoIP: every IP of the domain has been tried, but we didn't find the correct one!
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:37 [6] VoIP: Register to server address 172.26.0.81:5060
2021-12-23 13:45:38 [3] PPP: ppp3
2021-12-23 13:45:38 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2021-12-23 13:45:58 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:03 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:13 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000015de)]
2021-12-23 13:46:22 [5] System: DSL training G.994
2021-12-23 13:46:33 [3] PPP: ppp3 Timeout waiting for PADO packets
2021-12-23 13:46:33 [3] PPP: ppp3
2021-12-23 13:46:52 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:46:57 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000016e8)]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x66e27011>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x66e27011>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x381b3336>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x381b3336]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="antlorrigan" password=<hidden>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x66e27011]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2021-12-23 13:47:07 [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>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.2>]
2021-12-23 13:47:07 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.26.2>]
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:07 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:07 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 193.116.229.185> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2021-12-23 13:47:09 [5] VoIP: enable SIP stack due to intf(193.116.229.185) is up.

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antlorrigan
Level 2
Level 2
‎19-01-2022 02:09 PM

And more, note that time is UTC.

 

52022-01-19 13:06:27PPPErrorppp3
62022-01-19 13:06:25VOIPWarningevery IP of the domain has been tried, but we didn't find the correct one!
72022-01-19 13:06:23PPPInformationppp3 sent [LCP TermAck id=0x2]
82022-01-19 13:06:23PPPWarningppp3 LCP down
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antlorrigan
Level 2
Level 2
‎20-01-2022 10:04 AM

And more.

Each of these dropouts is a loss of connectivity upstream of the router. 

Sent On Reply IP Address Ping Time Ping TTL Ping Status Pings Count

19/01/2022 2:47:32 PM   Request Timeout1
19/01/2022 3:16:13 PM   Request Timeout1
19/01/2022 3:22:16 PM   Request Timeout1
19/01/2022 3:23:17 PM   Request Timeout1
19/01/2022 3:33:21 PM   Request Timeout1
19/01/2022 6:30:59 PM   Request Timeout1
19/01/2022 6:31:29 PM   Request Timeout1
19/01/2022 7:56:32 PM   Request Timeout1
19/01/2022 8:01:35 PM   Request Timeout1
19/01/2022 8:02:05 PM   Request Timeout1
19/01/2022 8:03:07 PM   Request Timeout1
19/01/2022 9:02:29 PM   Request Timeout1
19/01/2022 9:04:31 PM   Request Timeout1
19/01/2022 9:12:35 PM   Request Timeout1
19/01/2022 9:13:05 PM   Request Timeout1
19/01/2022 9:13:36 PM   Request Timeout1
19/01/2022 9:14:07 PM   Request Timeout1
19/01/2022 9:14:38 PM   Request Timeout1
19/01/2022 9:15:09 PM   Request Timeout1
19/01/2022 9:15:40 PM   Request Timeout1
19/01/2022 9:16:11 PM   Request Timeout1
19/01/2022 9:16:42 PM   Request Timeout1
19/01/2022 9:33:19 PM   Request Timeout1
19/01/2022 9:34:51 PM   Request Timeout1
20/01/2022 1:19:46 AM   Request Timeout1
20/01/2022 1:20:17 AM   Request Timeout1
20/01/2022 1:20:48 AM   Request Timeout1
20/01/2022 4:18:55 AM   Request Timeout1
20/01/2022 4:19:26 AM   Request Timeout1
20/01/2022 4:19:57 AM   Request Timeout1
20/01/2022 4:20:28 AM   Request Timeout1
20/01/2022 4:20:59 AM   Request Timeout1
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Anonymous
Not applicable
‎21-01-2022 07:40 PM

Thanks for the additional details, please send me a Private Message with your best contact number and preferred time, we'll have one of our Technicians to contact you for real-time test and investigation.

 

How do I private message (PM) in the community

 

Regards,

 

 

And more.

Each of these dropouts is a loss of connectivity upstream of the router. 

Sent On Reply IP Address Ping Time Ping TTL Ping Status Pings Count

19/01/2022 2:47:32 PM   Request Timeout119/01/2022 3:16:13 PM   Request Timeout119/01/2022 3:22:16 PM   Request Timeout119/01/2022 3:23:17 PM   Request Timeout119/01/2022 3:33:21 PM   Request Timeout119/01/2022 6:30:59 PM   Request Timeout119/01/2022 6:31:29 PM   Request Timeout119/01/2022 7:56:32 PM   Request Timeout119/01/2022 8:01:35 PM   Request Timeout119/01/2022 8:02:05 PM   Request Timeout119/01/2022 8:03:07 PM   Request Timeout119/01/2022 9:02:29 PM   Request Timeout119/01/2022 9:04:31 PM   Request Timeout119/01/2022 9:12:35 PM   Request Timeout119/01/2022 9:13:05 PM   Request Timeout119/01/2022 9:13:36 PM   Request Timeout119/01/2022 9:14:07 PM   Request Timeout119/01/2022 9:14:38 PM   Request Timeout119/01/2022 9:15:09 PM   Request Timeout119/01/2022 9:15:40 PM   Request Timeout119/01/2022 9:16:11 PM   Request Timeout119/01/2022 9:16:42 PM   Request Timeout119/01/2022 9:33:19 PM   Request Timeout119/01/2022 9:34:51 PM   Request Timeout120/01/2022 1:19:46 AM   Request Timeout120/01/2022 1:20:17 AM   Request Timeout120/01/2022 1:20:48 AM   Request Timeout120/01/2022 4:18:55 AM   Request Timeout120/01/2022 4:19:26 AM   Request Timeout120/01/2022 4:19:57 AM   Request Timeout120/01/2022 4:20:28 AM   Request Timeout120/01/2022 4:20:59 AM   Request Timeout1

And more, note that time is UTC.

 

52022-01-19 13:06:27PPPErrorppp362022-01-19 13:06:25VOIPWarningevery IP of the domain has been tried, but we didn't find the correct one!72022-01-19 13:06:23PPPInformationppp3 sent [LCP TermAck id=0x2]82022-01-19 13:06:23PPPWarningppp3 LCP down
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antlorrigan
Level 2
Level 2
‎01-02-2022 01:47 PM

I've provided username, and details repeatedly.

Still drops between 12-2 each day.

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antlorrigan
Level 2
Level 2
‎01-02-2022 04:56 PM

Please cancel my internet effective immediately, i've now migrated to Aussie Broadband as this issue was impacting my working from home.


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Anonymous
Not applicable
‎02-02-2022 04:14 PM

Hi,

I am sad to learn that have decided to switch to a different provider, we responded to your initial message and awaiting response.To proceed with the cancellation, reply to my PM with your best contact number and preferred time, we'll have our Account Specialists call you to discuss details of service termination.

Regards,

 

 

 

Please cancel my internet effective immediately, i've now migrated to Aussie Broadband as this issue was impacting my working from home.

 

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antlorrigan
Level 2
Level 2
‎02-02-2022 04:21 PM
I’ve provided account details multiple times.

Not sure what there is to discuss as service is already migrated elsewhere. Meanwhile details provided (again).
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Anonymous
Not applicable
‎03-02-2022 11:01 PM

Hi antlorrigan,

Expect a call from our Account Specialists Team tomorrow.


Regards,


 

I’ve provided account details multiple times.

Not sure what there is to discuss as service is already migrated elsewhere. Meanwhile details provided (again).
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