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Frequent Dropouts on NBN HFC

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Level 1c

Hi just letting you know that we have been experiencing frequent dropouts on our HFC NBN connection. There does not seem to be any pattern to this, just that our internet connection drops out sometimes for a few minutes and other times for a few hours. It is very frustrating for our children to get their schoolwork done when they are frequently unable to access the internet.

when the dropouts occurr it seems to be a problem with the NBN box rather than the router.  The online light goes out on the nbn box while the other three lights are still on. Eventually the online light starts to flash and then goes green again and the internet will work again. Until the next time the online light goes out anyway.

 

any assistance to help get a more stable connection would be great.

 

regards

Karl

5 REPLIES 5
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Moderator

Hi @kcurnow, we understand how inconvenient to have an unstable connection and we apologise for the trouble this is causing you.

 

We have located the account using your community details. We have checked the status of your connection and it shows stable now. However, we'll continue to monitor this and if the issue persists, we'll investigate further.

 

If the connection drops, please don't turn the NBN box or the modem off and on and just report back to us instead.

 

Thank you.

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Level 1c
Ok thanks, I will let you know the next time it drops out.
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Level 1c
Ok so our NBN dropped out tonight around 6:15pm. Back working again now though.
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Level 1c
Just letting you know that our NBN connection has dropped out again. Around 7:15 pm.
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Moderator

Hi @kcurnow,

 

Thanks for the additional details. We arranged one of our Technicians to contact you tomorrow between 10-12NN for further test and real-time investigation. Make sure to keep your mobile phone available and let us know how it will go.

 

Cheers!