Faulty ARRIS HFC Modem?

[garydonn2]

Ever since I upgraded to the TPG SuperFast plan, I have been getting constant disconnects from the internet. It reconnects quickly, but my wife (a doctor) and I use videoconferencing regularly. Drop-outs are extremely annoying.

I thought it was my wireless router but replacing it didn’t make a difference.

I am aware that NBN Co have been doing maintenance in my area (Bronte 2024) regularly each week for months now. Is this the cause?

Is it possible that my old ARRIS HFC modem is not up to the task? If so, can it be replaced?

Regards

Gary Donnison

[Aubrey]

Hi Gary, do you have any device connected to your router via ethernet? If so, do you also experience drop outs using that device? 

It would also be helpful to notice the status of the light indicators on the router and on the NBN box.

Send us a private message with your customer ID or username so we can check your connection and investigate further.

Thanks,

Aubrey 

[garydonn2]

Yes, my PC (and other devices) are connected to my router via Ethernet. They (and all other devices on my network) experience a loss of internet connectivity.

Please note that I have replaced the old router with a completely new one, but the same behaviour persists.

The router quickly restores the connection, but the disconnect happens far too regularly. I check the lights on the modem when it happens, but all lights are green and stable. 

Disconnect happened 3 times while I tried to send this message! My router log looks like this:

Nov 29 10:24:43 pppd[1805]: Connection terminated.

Nov 29 10:24:43 pppd[1805]: Modem hangup

Nov 29 10:24:45 WAN_Connection: No response from ISP.

Nov 29 10:24:47 kernel: wl0: random key value: 1807A7EA5622A9FA1714028B54A329E83207CCA7EC6D0DDC36D57B331419FF22

Nov 29 10:24:47 wlceventd: wlceventd_proc_event(486): eth6: Disassoc 18:B4:306:FF:B7, status: 0, reason: Class 3 frame received from nonassociated station (7)

Nov 29 10:24:47 wlceventd: wlceventd_proc_event(486): eth6: Disassoc 18:B4:306:FF:B7, status: 0, reason: Disassociated because sending station is leaving (or has left) BSS (8)

Nov 29 10:24:53 wlceventd: wlceventd_proc_event(505): eth6: Auth 18:B4:306:FF:B7, status: Successful (0)

Nov 29 10:24:53 wlceventd: wlceventd_proc_event(534): eth6: Assoc 18:B4:306:FF:B7, status: Successful (0)

Nov 29 10:25:28 pppd[1805]: Timeout waiting for PADO packets

Nov 29 10:26:06 awsiot[1952]: awsiot start

Nov 29 10:26:43 pppd[1805]: Timeout waiting for PADO packets

Nov 29 10:26:43 pppd[1805]: Connected to d0:e0:42:5c:5d:d4 via interface vlan2

Nov 29 10:26:43 pppd[1805]: Connect: ppp0 <--> vlan2

Nov 29 10:26:44 pppd[1805]: PAP authentication succeeded

Nov 29 10:26:44 pppd[1805]: peer from calling number D0:E0:42:5C:5D4 authorized

Nov 29 10:26:44 pppd[1805]: local  IP address 203.219.145.207

Nov 29 10:26:44 pppd[1805]: remote IP address 10.20.26.135

Nov 29 10:26:44 pppd[1805]: primary   DNS address 203.12.160.35

Nov 29 10:26:44 pppd[1805]: secondary DNS address 203.12.160.36

Nov 29 10:26:44 wan: finish adding multi routes

Nov 29 10:26:44 miniupnpd[32088]: shutting down MiniUPnPd

Nov 29 10:26:44 WAN_Connection: WAN was restored.

I followed your link for a PM, but clicking on your name did not give me an option to send a PM. Did I miss something?

I have attached a pic of the modem details.

Gary

[Aubrey]

Hi Gary, let's have a closer at your connection. Could you try sending a PM again?

Thanks!

[garydonn2]

I did try again. This is the screen I get (see attached).

[garydonn2]

P.S. When I go to my profile to see if I have received any PMs, I get this:

Access Denied

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

Return to my original page

[Aubrey]

Looks like your private message function was disabled. 

We have activated the function on our end, so the PM button should be now available for you.

We'll wait for your details. Thanks! 

[garydonn2]

Deatils sent. Thank you for your help.