FTTB Sydney NSW Packetloss

[Anonymous]

Hi @tlai,

We're able to confirm that multiple dropouts affecting the service, we arranged our Technical Team to contact you tomorrow for real-time test and investigation. Expect a call between 10-12NN AEDST.

Let us know how it will go and should you require further assistance.

Cheers!

14/11 update.

After a 2 months or so or relavelity stable internet... today has been really bad. Dropouts almost every 3-5 mins.

Ping statistics for 203.26.27.38:
Packets: Sent = 100, Received = 95, Lost = 5 (5% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 27ms, Average = 6ms

Ping statistics for 203.26.27.38:
Packets: Sent = 100, Received = 93, Lost = 7 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 15ms, Average = 6ms

Ping statistics for 203.26.27.38:
Packets: Sent = 100, Received = 54, Lost = 46 (46% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 12ms, Average = 6ms

Tracing route to tpg.com.au [203.26.27.38]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 6 ms 6 ms 6 ms 10.20.25.120
3 * * * Request timed out.
4 6 ms 6 ms 6 ms 203-220-35-78.tpgi.com.au [203.220.35.78]
5 * * * Request timed out.
6 6 ms 7 ms 7 ms 10.226.13.13
7 6 ms 6 ms 6 ms 210-185-70-18.tpgi.com.au [210.185.70.18]
8 7 ms 6 ms 7 ms www.tpg.com.au [203.26.27.38]

Trace complete.

Tracing route to tpg.com.au [203.26.27.38]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 6 ms 6 ms 6 ms 10.20.25.206
3 6 ms 6 ms 7 ms 203.29.134-123.tpgi.com.au [203.29.134.123]
4 7 ms 6 ms 6 ms 203-220-35-78.tpgi.com.au [203.220.35.78]
5 * * * Request timed out.
6 7 ms 7 ms 7 ms 10.226.13.13
7 6 ms 6 ms 6 ms 210-185-70-18.tpgi.com.au [210.185.70.18]
8 6 ms 6 ms 6 ms www.tpg.com.au [203.26.27.38]

Trace complete.

Tracing route to tpg.com.au [203.26.27.38]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 192.168.0.1 reports: Destination net unreachable.

Trace complete.

[tlai]

@Anonymous wrote:

Hi @tlai,

We're able to confirm that multiple dropouts affecting the service, we arranged our Technical Team to contact you tomorrow for real-time test and investigation. Expect a call between 10-12NN AEDST.

Let us know how it will go and should you require further assistance.

Cheers!

Thanks it has been stable for the last 30 mins. See how it goes for rest of today and see what happens tomorrow.

Edit 11:30 PM. Dropouts continue. Probably had 40 dropouts in the last 5 hrs, with the longest connection period of 1hr.

[tlai]

---

@Anonymous wrote:

Hi @tlai,

We're able to confirm that multiple dropouts affecting the service, we arranged our Technical Team to contact you tomorrow for real-time test and investigation. Expect a call between 10-12NN AEDST.

---

Hello @Anonymous,

I have been waiting from 10-12 and have not been contacted by TPG. I can't sit around waiting for the call forever.

The disconnections & dropouts continue - 12 times in the last hour.

Edit: at 1:30PM they called. On the phone with them now.

[tlai]

Got off the phone with TPG.

Have forwarded the report of what the ACMA electrician did to my line previously on the 10/09/20 to

networktest@tpg.com.au.

[tlai]

16/11

I am now just tethering my phone. It's not usable in a WFH situation with the number of disconnections.

What I don't understand is why are there periods of no disconnection/dropouts.

[Anonymous]

We have forwarded your message to our Engineering Team and kindly await further updates from the case engineer within the day.

[tlai]

Thanks, I had a missed call from TPG today, however, following their instructions to message back through SMS for when to call back again, 2 hours after my sms, I am still waiting. I pressume someone checks the SMS's?

[tlai]

17/11 a TPG tech is coming on Thursday.

Heard from the building caretaker who mentioned there were contractors working on the NBN/FTTB recently in the last few days. What would they have done to cause such unstable connection over 2 days... is anyone's guess...

I have been connectd 19hrs today.

Edit: I spoke too soon. This time the issue is now happenning over midnight.

[tlai]

19/11

The TPG techician came today.

They plugged in the modem at the MDF - ok

Plugged in modem at the IDF - there was some issues connecting at first, then when the test started they saw a increasing number of errors which suggests there can be a cable issue between the MDF and IDF.

They also saw that I was using a old modem, so they were going to arrange a new one (although I had previous used one - but before the private electrician bypassed the MDF and the IDF).

If I still have issues after getting the modem (as it may be better at error correction?) then they would provide the techical report about their findings.

[tlai]

22/11 update

Spoke to the TPG support today, and for some reason, they mentioned that my service has been up for 2 days?

When if you look at the graphs i am getting non stop dropouts almost every 10mins with very high packet loss the previous days. They were also under the impression that it only happened after 11pm? However, that might be true for the initial 2 days, lately it's all throughout the day and the service is essentially unusable.

The person on the phone thought it might be cause I am on WIFI that I am disconnecting.. but i'm using ethernet connection? Have they read my previous case history?

The 7 day view.

They initially wanted to send me a new modem and get me to sign a 6 month contract, however, based on my previous experience, this is unliekly to solve my issues. So they will send me a test modem and if it stable (which is unlikely to be), they will let me keep it or have me pay $50 for the refurbished modem.

Looking at the modem stats when this was taken, this seems to be an extremely high error count.

My net even dropped out when I was trying to post this...

5	Nov 22 20:45:14	PPP	WARNING	LCP down
4	Nov 22 20:42:20	PPP	WARNING	LCP down
3	Nov 22 20:38:25	PPP	WARNING	LCP down
2	Nov 22 20:38:25	PPP	WARNING	PPPoE link down
1	Nov 22 20:33:00	PPP	WARNING	LCP down

12	Nov 22 20:45:29	PPP	NOTICE	PPPoE connected
11	Nov 22 20:45:28	PPP	NOTICE	Standard authentication.
10	Nov 22 20:45:28	PPP	NOTICE	call pppoeFormatCmd.
9	Nov 22 20:42:36	PPP	NOTICE	PPPoE connected
8	Nov 22 20:42:34	PPP	NOTICE	Standard authentication.
7	Nov 22 20:42:34	PPP	NOTICE	call pppoeFormatCmd.
6	Nov 22 20:38:42	PPP	NOTICE	PPPoE connected
5	Nov 22 20:38:40	PPP	NOTICE	Standard authentication.
4	Nov 22 20:38:40	PPP	NOTICE	call pppoeFormatCmd.
3	Nov 22 20:33:20	PPP	NOTICE	PPPoE connected
2	Nov 22 20:33:13	PPP	NOTICE	Standard authentication.
1	Nov 22 20:33:13	PPP	NOTICE	call pppoeFormatCmd.

I can even see the adsl light turn off on the modem...