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Frequent Dropouts on NBN HFC

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Level 1d

@Ahra_G wrote:

 

I've managed to run some remote tests and I don't see any line issues, however, I see connection drop outs due to over utilisation of your UL bandwidth.

I would like to see what excuse the TPG rep uses this time. Last time it was upload bandwith, now is it going to be download bandwidth? Because I have changed my upload to 700Kbps and yet there is still drop out.

 

I have seen posts that TPG has not purchased enough CVC bandwitdh for it's users, and it seems that this might be the actual case.

 

 Considering my modem was not setup with QoS on arrival I had to do it because of constant drop outs. Now I only have 700Kbps upload and even reduing the download to 10000Kbps this still caused 3 dropouts in quick succession - on a SUNDAY. Hmm, maybe that's the problem, TPG. Why not tell your users not to use the internet so much on weekends because it will cause congestion on your network? I wonder how many users are having the same issue with their bandwitdh.

 

Another thing - how about pubilishing those bandwidth caps on your website for everyon to see? Considering this is the issue with NBN, it's not so much about speed, but HOW MUCH you can download at any given time. Doesn't matter how fast, if nothing can get through, IT DOESN'T MATTER!!!

 

I don't need a rep to call back TPG, I need you to fix your problem or you are going to lose a long term customer.

 

Oh, don't even think that the solution would be to bump me up to a higher tier, because it's NOT ABOUT SPEED! Give me the bandwidth data and then I'll make a decision. I'm tired of his BS.

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Moderator

Hi @chode0007

 

Bandwidth Utilization usually affects your service when your Online Activity Exceeds the allocation speed of your plan (NBN 12/1) the upload speed limitation is only up to 1Mbps, in case the upload speed will be maximized the other device(s) connected to the service may experience latency issue until the upload (i.e Uploading Photos on Instagram/Facebook etc) is done.

 

We've seen that your NBN Plan limitation has been discussed to you by one of our Technicians. Let us know should you require further assistance.

 

Regards, ,

 

 

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Level 1c
Well if its any constellation, you are not alone.
I Decided to take the plunge and get connected with NBN, after i found my ISP offered better service for cheaper.
New router was issued and the technician arrived on Friday 21st Feb to install.
I was sick, so was still connected via the ADSL.
On Saturday i decided to switch everything over and finally start experiencing home internet greater than 7Mbps.

I noticed a few drop outs, so I thought something was wrong. Call the service provider. Maybe i did something wrong.
Suspecting the ADSL and NBN were both runninng (2 connections), i was informed i had to wait until I got the email that the transfer had fully been completed.

So many drop outs on Sunday, I used up my 4G instead.
Monday the confirmation was received.
Switch ADSL off....drop outs continued with NBN.

NBN box was power cycling going from 4 solid lights to 1 blinking....2 blinking....3 blinking....4 blinking. Fetch connected via LAN, phone via Wi-Fi. Fetch says streaming interrupted. Check internet. Wi-Fi says "internet not available".

Call service provider..run all diagnostics and refreshes, but kept noticing drop outs. Suspected faulty NBN box (as some of the China shipments were known faulty).

Technician sent Tuesday 8am with instruction to replace faulty box.

NBN Co sends out kid who runs diagnostics and says it was the unnecessary installation of a HIP-2H splitter causing the fault.
Checks the cables and connections, installs a new (LVA) lower value attenuator plug and says i shouldn't have further issues.
(DOES NOT REPLACE BLACK NBN BOX)

20 mins later....drops out again. And again. Every 5 minutes.

NBN box has 4 solid lights
Router (TPLiNK) has power, Wi-Fi, lan, wan, but no internet light. Eventually comes on...5 minutes offline....5 minutes online...repeat.

Call service provider again. Found out between Friday to Monday i had 197 drop outs, and 3 hours post 1nd techie....another 20.
(3 year old kid is now tearing my leg off as she cant watch paw patrol).

Again it was suggested the NBN box is faulty. They have escalated and 2nd level NBN Technician is sent.

LVL 2 tech me Tuesday night to confirm arrival at 8am yesterday. Says he sees this a lot and is sure its just the NBN box causing something the techs call "Flapping". Easy fix. Told the second techie couldnt replace unless NBN co give them permission (via a green light) to replace the black box. I said the first techie was an idiot and assumed i needed a splitter and the second tech didnt do as he was told.
He says that's quite common.

Technician arrived Wednesday morning (and SUPRRISE...happens to be the first techie from Friday)...changes NBN box...rechecks connectors and cables, runs diagnostics. I apologised for calling him an idiot but i just want this fixed.

So embarrassed that he leaves without saying bye and leaves the door open.

Since then ive had at least another 20 drop outs.
Same issue....4 NBN lights are solid green
Router has all lights except internet.

Connects for a bit and gone again.
I've done resets, reboots, checked outages, kept logs.


get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)

IDTimeTypeLevelLog Content652020-02-27 05:28:05DHCPDNoticeSend OFFER with ip 192.168.1.106662020-02-27 05:28:05DHCPDNoticeRecv DISCOVER from 2C:F4:32:66:FB:BE672020-02-27 05:28:05PPPInformationppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.21.188>]682020-02-27 05:28:05PPPInformationppp3 sent [LCP TermAck id=0x2]692020-02-27 05:28:05PPPWarningppp3 LCP down702020-02-27 05:28:05PPPErrorppp3 LCP down712020-02-27 05:28:05PPPInformationppp3 rcvd [LCP TermReq id=0x2]722020-02-27 05:28:05PPPInformationppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
92020-02-27 05:27:15SYSTEMNoticeEWAN link down902020-02-27 05:27:10PPPInformationppp3 sent [PADI Host-Uniq(0x000065ef)]912020-02-27 05:27:10SYSTEMNoticeEWAN link up 1000 mbps922020-02-27 05:27:04DHCPDNoticeRecv INFORM from 8C:A9:82:58:CF:A4932020-02-27 05:27:01SYSTEMNoticeEWAN link down942020-02-27 05:27:00PPPInformationppp3 sent [PADI Host-Uniq(0x000065ef)]952020-02-27 05:26:56PPPInformationppp3 sent [PADI Host-Uniq(0x000065ef)]962020-02-27 05:26:54DHCPDNoticeSend ACK to 192.168.1.106
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Level 2

Hi I am having the same issue will have 2 or 3 dropouts and NBN box reset itself this has been happening for awhile but not everyday need a solution for this, is this a common issue as these drop outs seem to be happening a fair bit 

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Moderator

Hi @DaveDegen,

 

Welcome to the community!

If you're having issues with NBN service, we recommend the best thing to do first is check if there's an outage on the NBN network.

We have created this article that can guide you on How to Check for NBN Network Outage
 

If there are no known outages in your area you may perform basic troubleshooting, we did an article that you may find helpful see this link below.

 

Troubleshooting no internet connection

 

Regards,

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Moderator

Hi @Scolo71,

 

You may proceed with the troubleshooting posted above.

 

Regards,

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Level 2
Hi Shane 
 
i get the below when click on the link
 
You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

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Moderator

Hi @Scolo71

 

We've tested the connection and can confirm the massive dropouts that you've experienced with the service.

 

We've escalated the case to our Engineering team for further investigation and an assigned Engineer will be in touch with you via SMS or phone call once an update becomes available.

 

BasilDV

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Level 1c

My NBN service is dropping out for 5 to 10 minutes at a time. Some times this will happen several times a day, but on other occasions it is days between issues.
Dropouts today(17/2/2020)  were around 15:03 and 16:57 AEDT  The log entries from the modem look like this:

 

 

Mar 17 15:03:08 gateway DHCPD: Recv REQUEST from 5C:CF:7F:44:E8:E6
Mar 17 15:03:09 gateway DHCPD: Send ACK to 192.168.1.123
Mar 17 15:03:20 gateway PPP: ppp3 rcvd [LCP TermReq id=0x2]
Mar 17 15:03:21 gateway PPP: ppp3 LCP down
Mar 17 15:03:21 gateway PPP: ppp3 sent [LCP TermAck id=0x2]
Mar 17 15:03:25 gateway VoIP: disable SIP stack due to intf IP is 0.0.0.0
Mar 17 15:03:44 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003557)]
Mar 17 15:03:49 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003557)]
Mar 17 15:03:59 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003557)]
Mar 17 15:04:40 gateway PPP: ppp3 sent [PADI Host-Uniq(0x0000366d)]
Mar 17 15:04:45 gateway PPP: ppp3 sent [PADI Host-Uniq(0x0000366d)]
Mar 17 15:04:55 gateway PPP: ppp3 sent [PADI Host-Uniq(0x0000366d)]
Mar 17 15:05:36 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003777)]
Mar 17 15:05:41 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003777)]
Mar 17 15:05:51 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003777)]
Mar 17 15:06:30 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003881)]
Mar 17 15:06:34 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003881)]
Mar 17 15:06:44 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003881)]
Mar 17 15:07:24 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003997)]
Mar 17 15:07:29 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003997)]
Mar 17 15:07:39 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003997)]
Mar 17 15:08:17 gateway System: EWAN link down
Mar 17 15:08:25 gateway System: EWAN link up 1000 mbps
Mar 17 15:08:26 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003ab6)]
Mar 17 15:08:31 gateway System: EWAN link down
Mar 17 15:08:31 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003ab6)]
Mar 17 15:08:41 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003ab6)]
Mar 17 15:08:42 gateway System: EWAN link up 1000 mbps
Mar 17 15:09:20 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003bc8)]
Mar 17 15:09:20 gateway DHCPD: Recv DISCOVER from 5C:CF:7F:C8:15:76
Mar 17 15:09:20 gateway DHCPD: Send OFFER with ip 192.168.1.127
Mar 17 15:09:20 gateway DHCPD: Recv REQUEST from 5C:CF:7F:C8:15:76
Mar 17 15:09:20 gateway DHCPD: Send ACK to 192.168.1.127
Mar 17 15:09:24 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003bc8)]
Mar 17 15:09:34 gateway PPP: ppp3 sent [PADI Host-Uniq(0x00003bc8)]
Mar 17 15:09:34 gateway PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x6ce2da25>]
Mar 17 15:09:34 gateway PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x9b614200>]
Mar 17 15:09:34 gateway PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x9b614200>]
Mar 17 15:09:34 gateway PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
Mar 17 15:09:34 gateway PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x6ce2da25>]
Mar 17 15:09:34 gateway PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x6ce2da25>]
Mar 17 15:09:34 gateway PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x6ce2da25]

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Moderator

Hi @ianrc

 

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.

 

Check our Service Status page for any known outages.

 

If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage

 

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link: Troubleshooting No Internet Connection

 

Regards,

Ahra_G