FTTN frequent dropouts since Friday

[rkrasick]

Hi,

I'm experiencing constant dropouts several times a minute for a few seconds at a time since Friday (20/07). The lights on my TPG supplied router are always green, and I've performed the usual router reset and factory reset to no avail. Speeds are fine when there is a connection. My NBN connection has only been up for about 3 weeks, and additionally prior to the issue I'm reporting I had drop outs in the morning/late AMs, which were always resolved after a quick reset of the router so it wasn't an issue at the time.

Any help would be appreciated, thanks.

[Anonymous]

Hi @rkrasick,

Welcome to the community!

I got your account using your community details and ran initial tests at the same time.

At the moment your service is currently connected for 7h 14m and getting a stable connection on the line with a passing speed.

I would like to know on which device(s) you experience the dropouts.

Regards,

[rkrasick]

Hi Shane,

I experience the dropouts on both my WiFi connected devices and my desktop connected directly via LAN. Running some speed tests during the "dropouts" show that I'm still connected but my speed drops to well below 0.20 megabits per second, which I might have been mistaking as complete dropouts as nothing loads during these periods.

Additionally I had no connection issues with TPG and using the same cables running to the router prior to the NBN installation with my ADSL2+ connection.

[Riezl]

Hi @rkrasick, thanks for the additional information.

We will have a specialist contact you to identify what is causing the issue. Can you send us a private message with your best contact number and available time to receive a call for troubleshooting?

[rkrasick]

Done, thanks.

[Anonymous]

Hi @rkrasick,

Thanks for sending us your details.

I arranged a call from one of our Technicians today between 5-5:30PM NSW

Let us know how it will go.

Cheers!

[Anonymous · Accepted solution]

Hi @rkrasick,
 

I can see that you have been in touch with one of our Technicians and raised the connection issue to our Engineering Team.
 

Rest assured feedback will be provided where is possible.

Regards,

[rkrasick]

Thank you for the help. The engineering team has been in contact and while performing tests requested by them I decided to try another NBN ready modem that I stumbled upon, and I had no connection or speed issues whatsoever with it. I assume the modem I was sent by TPG may be at fault.

[Anonymous]

I am glad to know that, @rkrasick.

I will notify our Engineering Team about your modem/router and request a feedback today.

Let me know should you require further assistance.

Cheers!

[Anonymous]

Hi @rkrasick,

I've seen that you have been in touch with one of our Engineers and provided the escalated fault's resolution.

Let me know should you require further assistance.

Regards,