Constant NBN disconnects

[curtis192]

Hi,

I am getting constant PPP disconnects on my NBN connection.

This seems to be a problem across multiple service providers using the Sherwood (QLD) HFC network (I have seen reports from other users on Telstra/Internode/Aussie, etc.).

5 times since 6:30am I have been disconnected, once for around 9 minutes:

ID	Time	Type	Level	Log Content
1	2020-11-30 08:46:19	PPP	Information	ppp3 rcvd [IPCP ConfAck id=0x2 <addr 118.x.x.x> <ms-dns1 203.x.x.x> <ms-dns2 203.x.x.x
2	2020-11-30 08:46:19	PPP	Information	ppp3 sent [IPCP ConfReq id=0x2 <addr 118.x.x.x> <ms-dns1 203.x.x.x> <ms-dns2 203.x.x.x
3	2020-11-30 08:46:19	PPP	Information	ppp3 rcvd [IPCP ConfNak id=0x1 <addr 118.x.x.x> <ms-dns1 203.x.x.x> <ms-dns2 203.x.x.x
4	2020-11-30 08:46:19	PPP	Information	ppp3 sent [IPCP ConfAck id=0x1 <addr 10.x.x.x>]
5	2020-11-30 08:46:19	PPP	Information	ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.x.x.x>]
6	2020-11-30 08:46:19	PPP	Information	ppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
7	2020-11-30 08:46:19	PPP	Information	ppp3 rcvd [PAP AuthAck id=0x1 ""]

Trying to connect bits deleted for brevity…..

ID	Time	Type	Level	Log Content
65	2020-11-30 08:37:46	PPP	Information	ppp3 sent [LCP TermReq id=0x3 "Peer not responding"]
66	2020-11-30 08:37:46	PPP	Warning	ppp3 LCP down
67	2020-11-30 08:37:46	PPP	Error	ppp3 LCP down
68	2020-11-30 08:37:46	PPP	Error	ppp3 Peer not responding

I guess this is an NBN rather than TPG issue, but since TPG are *my* provider, they should be sorting it out.

Not happy. 

And I don't have time to talk to someone who doesn't understand what the issue is in some far off flung country.

[BasilDV]

Hi @curtis192 

Thanks for raising this with us.

We've tested the line and was not able to detect any fault.

The NBN NTD box shows that it's been stable for more than 3 days, but the connection from the modem/router to the NBN box drops out. Have you tried to factory reset your modem/router? Are you using the TPG provided modem/router?

If yes, please factory reset the modem/router, but note that the settings will go back to default and may need to be configured again.

Once done with the reset and the issue persists, please let us know.

BasilDV

[curtis192 · Accepted solution]

I haven't done the reset, but will do. It is the original TPG supplied modem.

I will report back.

[BasilDV]

Hi @curtis192 

Your connection shows much stable as of the moment.

We'll close this case now and if you need further assistance, just let us know.

BasilDV