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FTTB constant dropouts, unhelpful technicians.

Level 1b

We have been with TPG FTTB for about 2 years now, the modem constantly drops out, especially in the afternoons. Some weeks it is better than others. Two different times we have had techicians come out, the first one moved the modem away from its position next to the portable hard drive, suggesting maybe it was getting hot (it didnt change the situation). The second techician came and played with the screws where the wiring entered the apartment, and left, without revealing much information about why there might be a problem. The problem is still not resolved.

Today it has been offline all day, the modem logs still report the same error as it always does:

 

 

Spoiler

Manufacturer:Huawei Technologies Co., Ltd.
ProductClass: HG630
SerialNumber: R6Z8W14A27004696
IP: 192.168.1.1
SoftwareVersion: V100R001C216B013

2010-1-1 10:3:33  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 connected.
2010-1-1 10:3:31  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 disconnected.(ERROR_UNKNOWN)
2010-1-1 10:3:29  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 connected.
2010-1-1 10:3:29  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 connected.
2010-1-1 10:3:26  User Notice cms 1  DSL activate successfully
2010-1-1 10:3:5  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 disconnected.(ERROR_UNKNOWN)
2010-1-1 10:3:1  User Notice cms 1  DSL deactivate
2010-1-1 10:1:14  User Management web 1  User admin login from 192.168.1.100 successfully.
2010-1-1 10:0:52  Daemon Notice cms 1  WAN connection OTHER_B_VID_9 connected.
2010-1-1 10:0:48  User Notice cms 1  DSL activate successfully
2010-1-1 10:0:37  Security Notice cms 1  System up

 

 

I did contact support via email today and they gave me a ticket number 51182305, but the internet is still down. Not sure what is going on. I guess I have put up with shoddy service for long enough now, how much longer do you think it will take before the problem will be fixed?

3 REPLIES
Moderator

Hi @Zadok,

 

Welcome to the community! I would love to help and see what causes dropouts on your connection.

 

I tried to use your given ticket number and community account details but no match.

 

Can you PM me your account detials (Username/Customer ID or Contact number associated with the account).

 

In case you need a reference How to send a Private Message.

Regards,

Level 1b

Thanks Shane, they finally called today. They seem to have concluded what I have suspected for the past two years—that the modem is faulty. They are sending out another one.

 

Hopefully it arrives before we depart for an overseas trip (if it arrives after that I assume it will sit at the melbourne post office for a while and return back to Sydney?)

Moderator

Hi @Zadok,

 

We're glad to know that. Let us know how it goes.

 

"Hopefully it arrives before we depart for an overseas trip (if it arrives after that I assume it will sit at the melbourne post office for a while and return back to Sydney?)"

 

If you're not able to receive the modem/router it will be held in your local post office up to 10 business days and will be returned to us if it has not been claimed.

 

Cheers!