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Constant NBN HFC dropouts with PPP3 error

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Level 3

The first 8 months of TPGs NBN service were very good with stable connections and good speed. 

Since March this year, I'm experiencing constant dropouts. I've raised this with TPG support but all I've got from the support was "Please see troubleshooting guide below to rectify your issue:

1. Reset your NTD (Aris)
2. Reset  router
           - Wait for the router to auto configure
           - if no go may proceed in manual configuration
3. Try other cable
4. Try other VDSL modem

 

As I don't have another VDSL modem (only the Archer VR1600v from TPG since mid 2019) I can't do #4 and I don't really think the VDSL modem is the issue. 

 

Here is a sample log from today:

ID Time Type Level Log Content

12020-05-05 13:02:59PPPErrorppp3
22020-05-05 13:02:59PPPErrorppp3 Timeout waiting for PADO packets
32020-05-05 13:02:38SYSTEMNoticeEWAN link up 1000 mbps
42020-05-05 13:02:27SYSTEMNoticeEWAN link down
52020-05-05 13:02:23SYSTEMNoticeEWAN link up 1000 mbps
62020-05-05 13:02:17PPPErrorppp3
72020-05-05 13:02:17PPPErrorppp3 Timeout waiting for PADO packets
82020-05-05 13:02:14SYSTEMNoticeEWAN link down
92020-05-05 13:01:23PPPErrorppp3
102020-05-05 13:01:23PPPErrorppp3 Timeout waiting for PADO packets
112020-05-05 13:00:28PPPErrorppp3
122020-05-05 13:00:28PPPErrorppp3 Timeout waiting for PADO packets
132020-05-05 12:59:33VOIPNoticedisable SIP stack due to intf IP is 0.0.0.0
142020-05-05 12:59:33PPPErrorppp3
152020-05-05 12:59:31DHCPDNoticeSend ACK to 192.168.1.102
162020-05-05 12:59:31DHCPDNoticeRecv REQUEST from AE:69:AD:3ASmiley Very HappyF:54
172020-05-05 12:59:31DHCPDNoticeSend OFFER with ip 192.168.1.102
182020-05-05 12:59:31DHCPDNoticeRecv DISCOVER from AE:69:AD:3ASmiley Very HappyF:54
192020-05-05 12:59:26PPPWarningppp3 LCP down
202020-05-05 12:59:26PPPErrorppp3 LCP down
212020-05-05 12:59:26PPPErrorppp3 Peer not responding
222020-05-05 12:57:28VOIPNoticeenable SIP stack due to intf(220.240.197.78) is up.
232020-05-05 12:57:06PPPErrorppp3
242020-05-05 12:57:06PPPErrorppp3 Timeout waiting for PADO packets
252020-05-05 12:56:30SYSTEMNoticeEWAN link up 1000 mbps
262020-05-05 12:56:25PPPErrorppp3
272020-05-05 12:56:25PPPErrorppp3 Timeout waiting for PADO packets
282020-05-05 12:56:20SYSTEMNoticeEWAN link down
292020-05-05 12:56:14SYSTEMNoticeEWAN link up 1000 mbps
302020-05-05 12:55:58SYSTEMNoticeEWAN link down
312020-05-05 12:55:28PPPErrorppp3
322020-05-05 12:55:28PPPErrorppp3 Timeout waiting for PADO packets
332020-05-05 12:55:24SYSTEMNoticeEWAN link up 1000 mbps
342020-05-05 12:55:13SYSTEMNoticeEWAN link down
352020-05-05 12:55:09SYSTEMNoticeEWAN link up 1000 mbps
362020-05-05 12:55:00SYSTEMNoticeEWAN link down
372020-05-05 12:54:34VOIPNoticedisable SIP stack due to intf IP is 0.0.0.0
382020-05-05 12:54:34PPPErrorppp3
392020-05-05 12:54:27PPPWarningppp3 LCP down
402020-05-05 12:54:27PPPErrorppp3 LCP down

  etc

 

Since April I'm tracking the following dropouts with the same events in the logs:

11.4. 8.50pm
15.4. 4.49pm
17.4. 2.13pm
3.05pm
18.4. 8.15am
20.4. 8.05pm
24.4. 1.28pm
25.4. 2.21pm
2.33pm
26.4. 9.26am
3.13pm
10.21pm
30.4. 6.16pm
1.5. 12.25pm
5.5. 12.39pm
12.43pm

Any tips/advice/help to get back to a stable connection is much appreciated!!

 

This is my last try to get support before reaching out to the Telecommunications Industry Ombuds man and/or changing provider. @TPG might be one less long term customer. 

8 REPLIES 8
Highlighted
Moderator

Hi @akafka 

 

             

                       Welcome to TPG Community! Please PM me your TPG username, CID or mobile phone number so I can look at your service.

kind regards

Highlighted
Moderator

Hi @akafka 

  I can see your NBN box is down, can you please check its powered?  and how many lights are on? 

Thanks 

Rajen

Highlighted
Level 3

Yes it is powered. All lights are on...at least for now.

Highlighted
Moderator

Hi @akafka 

 

       Kindly Monitor the lights on the NBN box, when experience drop out, how many lights on NBN box.? and send me a PM, I will arrange NBN tech. 

Also, I am going to do some reset you connection may go offline for 3min

 

Thanks 

Rajen 

Highlighted
Level 3

NBN/internet dropped out again a few min ago, now back online. Any update on scheduling the NBN technician?

Highlighted
Moderator

hi @akafka 

    I am collecting all the evidence and sending another email for you, and PM you the Ticket number 
Thanks 

Rajen 

Highlighted
Moderator

Hi @akafka 

   I Arranged NBN tech to your home, you will receive an update, regarding tech visit schedule soon 

Thanks 
Rajen 

Highlighted
Level 3

The NBN technician was here yesterday. He checked the NBN modem (all ok). He replaced an 'old network cable' outside claiming that the connection should now be stable for the next few years. We've done another speedcheck and everything was fine. But this morning I've got the same problem twice AGAIN, at 11.17 and 11.30am:

 

ID Time Type Level Log Content

12020-05-14 11:31:40PPPErrorppp3
22020-05-14 11:31:40PPPErrorppp3 Timeout waiting for PADO packets
32020-05-14 11:31:20PPPInformationppp3 sent [PADI Host-Uniq(0x000074cb)]
42020-05-14 11:31:10PPPInformationppp3 sent [PADI Host-Uniq(0x000074cb)]
52020-05-14 11:31:06PPPInformationppp3 sent [PADI Host-Uniq(0x000074cb)]
62020-05-14 11:30:46VOIPNoticedisable SIP stack due to intf IP is 0.0.0.0
72020-05-14 11:30:46PPPErrorppp3
82020-05-14 11:30:42PPPInformationppp3 sent [LCP TermAck id=0x2]
 

ID Time Type Level Log Content

412020-05-14 11:17:45DHCPDNoticeRecv DISCOVER from A4Smiley Very Happy9:31:C4:81:73
422020-05-14 11:17:30PPPErrorppp3
432020-05-14 11:17:30PPPErrorppp3 Timeout waiting for PADO packets
442020-05-14 11:17:10PPPInformationppp3 sent [PADI Host-Uniq(0x000062d2)]
452020-05-14 11:17:00PPPInformationppp3 sent [PADI Host-Uniq(0x000062d2)]
462020-05-14 11:16:55PPPInformationppp3 sent [PADI Host-Uniq(0x000062d2)]
472020-05-14 11:16:35PPPErrorppp3
482020-05-14 11:16:35PPPErrorppp3 Timeout waiting for PADO packets
ID Time Type Level Log Content
492020-05-14 11:16:15PPPInformationppp3 sent [PADI Host-Uniq(0x00005b6c)]
502020-05-14 11:16:05PPPInformationppp3 sent [PADI Host-Uniq(0x00005b6c)]
512020-05-14 11:16:00PPPInformationppp3 sent [PADI Host-Uniq(0x00005b6c)]
522020-05-14 11:15:39PPPErrorppp3
 
I received SMS messages from TPG saying 'our tests show your service is now operating OK. Your fault ticket will be closed."
 
My issue is still not resolved.
 
TPG, can you please explain why I keep getting these ppp3 errors and internet dropouts? What is the root cause for these errors? I cannot be the only one with such errors!
 
I will now try to get help from your Customer Relations team.