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FTTB Sydney NSW Packetloss

Shane
Moderator

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.

 

14.11.20 6.30pm.PNG

 

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
Level 3
@Shane 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
Level 3

@Shane 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 @Shane,

 

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.

15.11.20 12am.png

15.11.20 zoom in.PNG

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

tlai
Level 3

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
Level 3

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.

 

16.11.20 tpg.png

Riezl
Moderator

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

tlai
Level 3

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
Level 3

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.

18.11.20.PNG

 

tlai
Level 3

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
Level 3

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?

 

22.11 3hr graph.PNG

22.11.20 8.26PM.png

The 7 day view.

22.11 7 day.PNG

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.

 

21.11.20 modem errors.PNG

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

 

5Nov 22 20:45:14PPPWARNINGLCP down
4Nov 22 20:42:20PPPWARNINGLCP down
3Nov 22 20:38:25PPPWARNINGLCP down
2Nov 22 20:38:25PPPWARNINGPPPoE link down
1Nov 22 20:33:00PPPWARNING

LCP down

 

12Nov 22 20:45:29PPPNOTICEPPPoE connected
11Nov 22 20:45:28PPPNOTICEStandard authentication.
10Nov 22 20:45:28PPPNOTICEcall pppoeFormatCmd.
9Nov 22 20:42:36PPPNOTICEPPPoE connected
8Nov 22 20:42:34PPPNOTICEStandard authentication.
7Nov 22 20:42:34PPPNOTICEcall pppoeFormatCmd.
6Nov 22 20:38:42PPPNOTICEPPPoE connected
5Nov 22 20:38:40PPPNOTICEStandard authentication.
4Nov 22 20:38:40PPPNOTICEcall pppoeFormatCmd.
3Nov 22 20:33:20PPPNOTICEPPPoE connected
2Nov 22 20:33:13PPPNOTICEStandard authentication.
1Nov 22 20:33:13PPPNOTICEcall pppoeFormatCmd.

 

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