TPG Community

wiggum44 · ‎04-06-2022

After having near faultless service for many months with TPG, i've been struggling of late with my connection dropping/resetting on a regular basis

Just tonight, in the space of 2 hours i've had no less that 8 occurrences of the same disconnection error , with the EWAN link and ppp3 LCP showing down and then back up (logs below)

This has been happening on and off for the last week - i have already logged tickets for this, and they all come back with "everything appears normal" - and the connection stays stable for a couple of days, and then these disconnects start reoccuring agai.

Its most noticable when on video calls, VPN conenctions (for work) or gaming - 3 things which we are doing in the household pretty much any time of day. Its becoming increasingly frustrating, and is causing me to look for a new provider if not resolved soon.

Any help would be appreciated

=====

2022-06-04 22:32:43 [5] System: EWAN link down
2022-06-04 22:32:48 [3] PPP: ppp3 User request
2022-06-04 22:32:48 [3] PPP: ppp3 LCP down
2022-06-04 22:32:48 [4] PPP: ppp3 LCP down
2022-06-04 22:32:48 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "User request"]
2022-06-04 22:32:48 [6] PPP: ppp3 sent [LCP TermReq id=0x4 "User request"]
2022-06-04 22:32:51 [3] PPP: ppp3
2022-06-04 22:32:51 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2022-06-04 22:33:11 [5] System: EWAN link up 1000 mbps
2022-06-04 22:33:13 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002691)]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x77995da6>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x7e5a255f>]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x7e5a255f>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x77995da6>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x77995da6>]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x77995da6]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user=<hidden>password=<hidden>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x7e5a255f]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.26.78>]
2022-06-04 22:33:13 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.26.78>]
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 210.185.106.226> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2022-06-04 22:33:13 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 210.185.106.226> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2022-06-04 22:33:13 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 210.185.106.226> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16

wiggum44 · ‎05-06-2022

I power cycled my NBN FTTC modem this morning, and the connection drops are still occurring today - at least 2 so far

=====

022-06-05 09:17:20 [5] DHCPD: Send ACK to 192.168.1.164
2022-06-05 09:26:23 [5] System: EWAN link down
2022-06-05 09:26:30 [3] PPP: ppp3 User request
2022-06-05 09:26:30 [3] PPP: ppp3 LCP down
2022-06-05 09:26:30 [4] PPP: ppp3 LCP down
2022-06-05 09:26:30 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "User request"]
2022-06-05 09:26:30 [6] PPP: ppp3 sent [LCP TermReq id=0x4 "User request"]
2022-06-05 09:26:52 [5] System: EWAN link up 1000 mbps
2022-06-05 09:26:55 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00005f8a)]
====

2022-06-05 09:30:36 [5] System: EWAN link down
2022-06-05 09:30:40 [3] PPP: ppp3 User request
2022-06-05 09:30:40 [3] PPP: ppp3 LCP down
2022-06-05 09:30:40 [4] PPP: ppp3 LCP down
2022-06-05 09:30:40 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "User request"]
2022-06-05 09:30:40 [6] PPP: ppp3 sent [LCP TermReq id=0x4 "User request"]
2022-06-05 09:31:05 [5] System: EWAN link up 1000 mbps
2022-06-05 09:31:05 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006251)]

Shane · ‎05-06-2022

Hi wiggum44,

There are different types of dropouts that you may experience:

1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.

2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.

3. Dropouts caused by ongoing outage in your area.

In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link: How do I private message (PM) in the community

wiggum44 · ‎05-06-2022

Hi Shane,

- I already confirmed there are no NBN outages for my area

- This issue is not wireless dropouts for individual devices, but rather the connection for the whole premises dropping. As shown by the logs i posted, the EWAN link goes down, along with the PPP3 LCP.
- earlier today, i rebooted my NBN modem, and also replaced the cabling between the NBN modem and the TPG-supplied router with brand new cables.
- A check of the logs today shows a further drop of the EWAN and PPP connection at 15:24 GMT+10

2022-06-05 15:24:40 [5] System: EWAN link down
2022-06-05 15:24:45 [3] PPP: ppp3 User request
2022-06-05 15:24:45 [3] PPP: ppp3 LCP down
2022-06-05 15:24:45 [4] PPP: ppp3 LCP down
2022-06-05 15:24:45 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "User request"]
2022-06-05 15:24:45 [6] PPP: ppp3 sent [LCP TermReq id=0x4 "User request"]
2022-06-05 15:24:45 [5] System: EWAN link up 1000 mbps
2022-06-05 15:24:48 [3] PPP: ppp3
2022-06-05 15:24:48 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2022-06-05 15:24:50 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00007604)]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> [redacted]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=[redacted]]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="[redacted]@tpg.com.au" password=<[redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=[redacted]]

I will send details via PM as reqeusted

wiggum44 · ‎05-06-2022

PM Sent

@Shane wrote:
Hi wiggum44,

For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

avas · ‎11-09-2022

@wiggum44 wrote:
Hi Shane,

- I already confirmed there are no NBN outages for my area
- This issue is not wireless dropouts for individual devices, but rather the connection for the whole premises dropping. As shown by the logs i posted, the EWAN link goes down, along with the PPP3 LCP.
- earlier today, i rebooted my NBN modem, and also replaced the cabling between the NBN modem and the TPG-supplied router with brand new cables.
- A check of the logs today shows a further drop of the EWAN and PPP connection at 15:24 GMT+10

2022-06-05 15:24:40 [5] System: EWAN link down
2022-06-05 15:24:45 [3] PPP: ppp3 User request
2022-06-05 15:24:45 [3] PPP: ppp3 LCP down
2022-06-05 15:24:45 [4] PPP: ppp3 LCP down
2022-06-05 15:24:45 [6] PPP: ppp3 sent [LCP TermReq id=0x3 "User request"]
2022-06-05 15:24:45 [6] PPP: ppp3 sent [LCP TermReq id=0x4 "User request"]
2022-06-05 15:24:45 [5] System: EWAN link up 1000 mbps
2022-06-05 15:24:48 [3] PPP: ppp3
2022-06-05 15:24:48 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2022-06-05 15:24:50 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00007604)]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> [redacted]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic [redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=[redacted]]
2022-06-05 15:24:50 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="[redacted]@tpg.com.au" password=<[redacted]>]
2022-06-05 15:24:50 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=[redacted]]
I will send details via PM as reqeusted

Hi @wiggum44, did you ever find a solution to this? It started happening to me over the last week and it is really annoying.

Shane · ‎12-09-2022

Let us help and get to the bottom of this. Could you shoot us a PM with your details also a brief summary of the issue you experienced so we can proceed with the initial investigation.

How to send a PM?

Regards,

Hi @wiggum44, did you ever find a solution to this? It started happening to me over the last week and it is really annoying.

wiggum44 · ‎13-09-2022

Hi @avas

it was an NBN issue, to do with the FTTC infrastructure on the street (possible damage to equipement in the pit after a lot of heavy rain) .

Nothing i could do from my end to fix - it took several visits from multuple NBN techs over a couple of weeks to eventually get fixed.

Youll need to open a ticket with TPG to get the ball rolling, who in turn will work with NBN and get a tech sent out

Good luck 🤞

TPG Community

FTTC - recurring drop outs - EWAN link/ppp3 LCP down