FTTB Intermittent Internet disconnections

[PJF]

We installed TPG FTTB in late March and it has run reliably for a number of weeks. However, in recent weeks, we have experienced intermittent Internet dropouts. These occur multiple times during a day, and can occur at any time of the day. When the dropout occurs, the Internet light on the router goes off  and the router will attempt to reconnect. When reconnecting - the DSL light flashes. After reconnecting, the connection will frequently immediately dropout again. 

Hardware Version:Archer VR1600v v1 00000000

Firmware Version:1.1.0 0.9.1 v5006.0 Build 180828 Rel.35294n

The error log from the most recent dropout is provided below. Pease advise how to overcome this problem, which is causing us great frustration.

thanks.

1	2019-06-05 13:38:38	PPP	Error	ppp1
2	2019-06-05 13:38:38	PPP	Error	ppp1 Timeout waiting for PADO packets
3	2019-06-05 13:37:36	PPP	Error	ppp1
4	2019-06-05 13:37:03	PPP	Error	ppp1
5	2019-06-05 13:37:03	PPP	Error	ppp1 Timeout waiting for PADO packets
6	2019-06-05 13:36:11	PPP	Error	ppp1
7	2019-06-05 13:36:11	PPP	Error	ppp1 User request
8	2019-06-05 13:36:07	PPP	Error	ppp1 LCP down

9	2019-06-05 13:36:07	PPP	Error	ppp1 User request
10	2019-06-05 13:32:39	PPP	Error	ppp1
11	2019-06-05 13:32:39	PPP	Error	ppp1 Timeout waiting for PADO packets
12	2019-06-05 13:31:41	PPP	Error	ppp1
13	2019-06-05 13:31:41	PPP	Error	ppp1 User request
14	2019-06-05 13:31:37	PPP	Error	ppp1 LCP down
15	2019-06-05 13:31:37	PPP	Error	ppp1 User request
16	2019-06-05 12:32:15	PPP	Error	ppp1

[Anonymous]

Hi @PJF 

Welcome to the community!

We are sad to know that you're having issues with your connection. We're able to locate your account using your community details and ran an initial test. The result shows multile dropouts on the line, we'd like to arrange a call from one of our Technicians for further investigation and real-time testing.

Let us know your best contact number and preferred time, in case you need a reference:

How do I private message (PM) in the community

Cheers!

[Anonymous]

Hi @PJF,

We've seen that you have been in contact with one of our Technicians and made a series of test with the service.  Initial test result shows your service a possible line fault.

This issue has been escalated to our Engineering Team for further test and investigation. Assessment may take 24hrs and updates will be provided via SMS or Phone call.
 

Let us know should you require further assistance.

[PJF]

Thanks Shane - Have been contacted by Engineering. System had now been stable for over 24 hours.

[Anonymous]

You're welcome @PJF. We're glad to knwo that the issue has been resolved. In case you will have queries in the future do not hesitate to create a thread here in our community.

Cheers!