Daily NBN Dropouts: EWAN link disconnecting

[phnomenon]

Hey,

I'm gettind daily dropouts that started in the last few weeks, generally around 2-4PM, but they're progressively getting worse. I have:

• Checked the NBN service status page and there were no planned maintenance in my area.
• Modem logs show constant EWAN down and up throughout the week. e.g:

2022-08-03 13:38:30 [5] System: EWAN link down
2022-08-03 13:38:34 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000021ef)]
2022-08-03 13:38:44 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000021ef)]
2022-08-03 13:39:04 [3] PPP: ppp3 Timeout waiting for PADO packets
2022-08-03 13:39:04 [3] PPP: ppp3
2022-08-03 13:39:29 [5] System: EWAN link up 1000 mbps
2022-08-03 13:39:33 [5] System: EWAN link down
2022-08-03 13:40:31 [5] System: EWAN link up 1000 mbps
2022-08-03 13:40:34 [5] System: EWAN link down
2022-08-03 13:41:31 [5] System: EWAN link up 1000 mbps
2022-08-03 13:41:33 [5] System: EWAN link down
2022-08-03 13:42:34 [5] System: EWAN link up 1000 mbps
2022-08-03 13:42:35 [5] System: EWAN link down
2022-08-03 13:43:34 [5] System: EWAN link up 1000 mbps
2022-08-03 13:43:35 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002357)]
2022-08-03 13:43:38 [5] System: EWAN link down
2022-08-03 13:43:40 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002357)]
2022-08-03 13:43:50 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002357)]
2022-08-03 13:44:10 [3] PPP: ppp3 Timeout waiting for PADO packets
2022-08-03 13:44:10 [3] PPP: ppp3
2022-08-03 13:44:35 [5] System: EWAN link up 1000 mbps
2022-08-03 13:44:38 [5] System: EWAN link down

I've tried rebooting modems/restoring factory settings and replacing the ethernet cable. It is not a wifi issue as you can see from the logs and is likely a line issue.

Can I PM someone my username and details so that I can get this checked out.

[Ahra_G]

Hi @phnomenon, 

We'd like to check what's causing these dropouts. Send in your Customer ID or username via private message so we can remotely test your connection. 

Thanks! 

Ahra_G

[phnomenon]

I've PM'd you.

[phnomenon]

Hey. Is it possible to reopen this ticket? I'm having the exact same problem again over the last week. Connection has been down for almost the whole day today.

[BasilDV]

Hi @phnomenon

We'd like to check on this further and test the line.

Shoot me a PM with your TPG username or customer ID number.

BasilDV

[phnomenon]

Hey. Is it possible to reopen this ticket? I'm having the exact same problem again today. Connection has been down for about 2 hours. There are no scheduled or reported outages near me.

[Shane]

Hi @phnomenon,

We can only re-open a ticket for the last 30 days. Shoot us a PM with your details so we can proceed with the initial investigation and rectify the issue.

How to send a PM? 

Regards,

Hey. Is it possible to reopen this ticket? I'm having the exact same problem again today. Connection has been down for about 2 hours. There are no scheduled or reported outages near me.

[phnomenon]

Hey. I've PM'd you.

[BasilDV]

Hi @phnomenon

I'm stepping in since @Shane is currently not available.

We've raised your case to our Engineering team for investigation as we've detected a possible fault within the network.

An assigned Engineer will be in touch with you within 24 to 48 hours for any updates.

BasilDV