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Drop Outs NBN FTTN

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Cross81
Level 3
Level 3
‎18-01-2018 10:38 PM

We have recently had TPG NBN FTTN installed and we are experiencing intermittent drop outs. Yesterday (17th Jan) was pretty good with only 1 or 2 drop outs. Today has been more frequent. Thought I would post the Modem logs on case there was any clues in there for those techier than myself:

 

border="1">Date Type Level Log Content
2018-01-18 21:21:41User LevelNoticeUser admin login from 192.168.1.5 successfully.
2018-01-18 20:47:11SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 20:47:07SystemNoticeDSL connection is activated.
2018-01-18 20:41:43SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 20:41:43SystemNoticeDSL connection is deactivated .
2018-01-18 19:15:36SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 19:15:32SystemNoticeDSL connection is activated.
2018-01-18 19:13:13SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 19:13:13SystemNoticeDSL connection is deactivated .
2018-01-18 18:57:41SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 18:57:37SystemNoticeDSL connection is activated.
2018-01-18 18:55:16SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 18:55:16SystemNoticeDSL connection is deactivated .
2018-01-18 18:40:07SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 18:40:03SystemNoticeDSL connection is activated.
2018-01-18 18:37:43SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 18:37:43SystemNoticeDSL connection is deactivated .
2018-01-18 18:13:08SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 18:13:04SystemNoticeDSL connection is activated.
2018-01-18 18:10:45SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 18:10:45SystemNoticeDSL connection is deactivated .
2018-01-18 16:38:45SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-18 16:38:41SystemNoticeDSL connection is activated.
2018-01-18 16:35:10SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-18 16:35:10SystemNoticeDSL connection is deactivated .
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3 ACCEPTED SOLUTIONS

Accepted Solutions
Anonymous
Not applicable
‎23-01-2018 12:08 PM

Hi @Cross81,

 

This connection issue is now escalated to NBN Co. and we have appointment scheduled for you.

 

Appointment date & time: 24/01/18 8:00 AM - 12:00 PM.

 

We advise you to be present during the appointment schedule.

 

Cheers! Smiley Happy

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Anonymous
Not applicable
‎23-01-2018 04:31 PM

You're always welcome @Cross81! Let me know how it will go. Cheers!

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Cross81
Level 3
Level 3
‎25-01-2018 10:21 PM

Many Thanks @Anonymous,

The NBN faults team visited our property and have fixed a line fault. SInce then we have had no drop outs at all which we are thrilled about.

As part of the initial fault finding last week the stability of our connection was adjusted by TPG. While this obviously stop the drop outs it did cause the speeds to drop by about 30%. Now that the line fault has been fixed is it possible to have the stability reset so we can get the speed back again?

Thanks again,

Graeme

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25 REPLIES 25
Anonymous
Not applicable
‎19-01-2018 08:41 AM

Hi @Cross81,

 

Welcome to the community!

 

I'd love to help and see what causing drop-outs on your connection.

 

Kindly, PM me your account details (username/customer ID also or contact number associated with the account)

 

Cheers!

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Anonymous
Not applicable
‎19-01-2018 10:31 AM

Hi @Cross81,

 

Thanks for sending me your details.

 

I will run initial tests on your connection and get back to you shortly.

 

Cheers!

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Anonymous
Not applicable
‎19-01-2018 10:41 AM

Hi @Cross81,

 

Based on initial tests result. We have detected a drop-out on your connection line. I'd like to arrange a call from one of our Technicians for further tests and investigation.

 

Kindly, PM me your best contact number and preferred time today.

 

Regards,

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Anonymous
Not applicable
‎19-01-2018 12:36 PM

Hi @Cross81,

 

Thanks for the details. I have arranged one of our Technicians to call you on your preferred time and contact number.

 

I'll keep an eye on this, looking forward to have this issue sorted out wihin the day.

 

Let me know how it will go.

 

Cheers! Smiley Wink

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Cross81
Level 3
Level 3
‎20-01-2018 03:52 PM

Hi ShaneA/All,

Appreciate that an NBN fault has been logged today and we await an update when available.

To keep you up to date, our connection stability was changed by your technicians yesterday. Since then our speed have dropped significantly however the drop outs are still occurring. Hopefully the NBN will be able to recitfy. Thanks for your time and prompt support with this issue so far:

border="1">Date Type Level Log Content

2018-01-20 14:46:20User LevelNoticeUser admin login from 192.168.1.5 successfully.
2018-01-20 14:45:33SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-20 14:45:29SystemNoticeDSL connection is activated.
2018-01-20 14:42:38SystemNoticeDSL connection is deactivated .
2018-01-20 14:42:24SystemNoticeDSL connection is activated.
2018-01-20 14:39:59SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-20 14:39:59SystemNoticeDSL connection is deactivated .
2018-01-20 14:35:42SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-20 14:35:38SystemNoticeDSL connection is activated.
2018-01-20 14:33:06SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-20 14:33:06SystemNoticeDSL connection is deactivated .
2018-01-20 09:18:40SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-20 09:18:34SystemNoticeDSL connection is activated.
2018-01-20 09:16:16SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-20 09:16:16SystemNoticeDSL connection is deactivated .
2018-01-20 09:15:17SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-20 09:15:13SystemNotice

DSL connection is activated.

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Cross81
Level 3
Level 3
‎23-01-2018 10:25 AM

Hi @Anonymous,

I appreciate the updates that we are waiting for the NBN to advise of any faults.

To keep you up to date here is the log of the outages over the past few hours:

border="1">

2018-01-23 09:23:04User LevelNoticeUser admin login from 192.168.1.5 successfully.
2018-01-23 09:15:22User LevelNoticeUser admin login from 192.168.1.5 successfully.
2018-01-23 08:22:51SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-23 08:22:47SystemNoticeDSL connection is activated.
2018-01-23 08:20:22SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-23 08:20:22SystemNoticeDSL connection is deactivated .
2018-01-23 07:05:54SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-23 07:05:50SystemNoticeDSL connection is activated.
2018-01-23 06:59:44SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-23 06:59:44SystemNoticeDSL connection is deactivated .
2018-01-23 04:08:38SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-23 04:08:34SystemNoticeDSL connection is activated.
2018-01-23 03:59:14SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-23 03:59:14SystemNoticeDSL connection is deactivated .
2018-01-23 03:58:08SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2018-01-23 03:58:04SystemNoticeDSL connection is activated.
2018-01-23 03:55:45SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2018-01-23 03:55:45SystemNoticeDSL connection is deactivated .

 

Also, our speeds, particulalrly our upload speeds are really struggling:

Upstream line rate (kbit/s):
550
Downstream line rate (kbit/s):
22352
 
Kind Regards,
Graeme
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Anonymous
Not applicable
‎23-01-2018 10:54 AM

Hi @Cross81,

 

Thanks for the additional information. This connectivity issue is now being handled by our Engineering Team. We will make follow up on this and request for urgent feedback within the day.

 

 

Regards,

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Anonymous
Not applicable
‎23-01-2018 12:08 PM

Hi @Cross81,

 

This connection issue is now escalated to NBN Co. and we have appointment scheduled for you.

 

Appointment date & time: 24/01/18 8:00 AM - 12:00 PM.

 

We advise you to be present during the appointment schedule.

 

Cheers! Smiley Happy

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Cross81
Level 3
Level 3
‎23-01-2018 01:56 PM
Many thanks @Anonymous.
Someone will be at home during the schedule.
Thanks again,
Graeme
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