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Internet connection continually drops out for over 30 minutes at a time

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cruisers
Level 3

Since 10/9/2021, our TPG modem on FTTN continually drops out for up to 30 minutes at a time, multiple times per day. A reboot of the modem does not permanently fix the issue. Even after a reboot, it can take 30 minutes to reconnect. I have changed the phone line from the modem to the wall but this has not fixed the issue. I logged the issue on TPG mobile app under manage faults option. The current status says it is waiting for customer action, but it does not display what action is required. After the last drop out, I dumped part of the router log. Maybe it helps with the diagnosis of the issue?

 

2021-09-12 08:35:59 [5] VoIP: enable SIP stack due to intf(14.201.209.130) is up.

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)

2021-09-12 08:35:59 [6] VoIP: Register to server address 172.26.0.82:5060

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.97) for domain(uni-v1.tpg.com.au)

2021-09-12 08:36:00 [6] VoIP: get ip(172.26.0.98) for domain(uni-v1.tpg.com.au)

2021-09-12 08:37:53 [6] VoIP: can not find any account forthe incoming call

2021-09-12 08:48:48 [5] System: DSL link up

2021-09-12 08:49:25 [5] System: DSL link up

2021-09-12 08:51:02 [5] System: DSL link up

2021-09-12 08:51:03 [5] System: DSL link up

2021-09-12 08:51:04 [5] System: DSL link up

2021-09-12 08:51:10 [5] System: DSL link up

2021-09-12 08:51:15 [5] System: DSL link up

2021-09-12 09:08:37 [5] DHCPD: Recv REQUEST from D0:E1:40:AE:5A:C5

2021-09-12 09:08:37 [5] DHCPD: Send ACK to 192.168.1.110

2021-09-12 09:13:18 [6] VoIP: can not find any account forthe incoming call

2021-09-12 09:35:56 [6] VoIP: Register to server address 172.26.0.98:5060

2021-09-12 10:15:13 [5] System: DSL link up

2021-09-12 10:17:37 [5] System: DSL link up

2021-09-12 10:17:44 [5] System: DSL link up

2021-09-12 10:17:46 [5] System: DSL link up

2021-09-12 10:17:47 [5] System: DSL link up

2021-09-12 10:17:48 [5] System: DSL link up

2021-09-12 10:17:49 [5] System: DSL link up

2021-09-12 10:18:57 [5] System: DSL link up

2021-09-12 10:20:17 [5] System: DSL link up

2021-09-12 10:20:23 [5] System: DSL link up

2021-09-12 10:20:28 [5] System: DSL link up

2021-09-12 10:20:34 [5] System: DSL link up

2021-09-12 10:20:35 [5] System: DSL link up

2021-09-12 10:35:51 [6] VoIP: Register to server address 172.26.0.98:5060

2021-09-12 10:59:44 [5] System: DSL link up

2021-09-12 11:00:48 [5] System: DSL link down

2021-09-12 11:00:54 [3] PPP: ppp1 User request

2021-09-12 11:00:54 [3] PPP: ppp1 LCP down

2021-09-12 11:00:54 [4] PPP: ppp1 LCP down

2021-09-12 11:00:54 [6] PPP: ppp1 sent [LCP TermReq id=0x3 "User request"]

2021-09-12 11:00:54 [5] System: DSL training G.994

2021-09-12 11:00:54 [6] PPP: ppp1 sent [LCP TermReq id=0x4 "User request"]

2021-09-12 11:00:59 [3] PPP: ppp1 User request

2021-09-12 11:00:59 [3] PPP: ppp1

2021-09-12 11:00:59 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0

2021-09-12 11:01:07 [5] System: DSL training G.994

2021-09-12 11:01:22 [5] System: DSL training G.993 started

2021-09-12 11:02:17 [5] System: DSL training G.994

2021-09-12 11:02:22 [5] DHCPD: Recv DISCOVER from 20:4E:F6:A8:E8:8F

2021-09-12 11:02:22 [5] DHCPD: Send OFFER with ip 192.168.1.112

2021-09-12 11:02:22 [5] DHCPD: Recv REQUEST from 20:4E:F6:A8:E8:8F

2021-09-12 11:02:22 [5] DHCPD: Send ACK to 192.168.1.112

2021-09-12 11:02:53 [5] DHCPD: Recv DISCOVER from 58Smiley Very Happy5:6E:36:95:58

2021-09-12 11:02:53 [5] DHCPD: Send OFFER with ip 192.168.1.108

2021-09-12 11:02:59 [5] System: DSL training G.994

2021-09-12 11:03:14 [5] System: DSL training G.993 started

2021-09-12 11:03:24 [5] DHCPD: Recv DISCOVER from 60:01:94:BB:A2:EA

2021-09-12 11:03:24 [5] DHCPD: Send OFFER with ip 192.168.1.102

2021-09-12 11:03:24 [5] DHCPD: Recv REQUEST from 60:01:94:BB:A2:EA

2021-09-12 11:03:24 [5] DHCPD: Send ACK to 192.168.1.102

2021-09-12 11:03:25 [5] DHCPD: Recv DISCOVER from 2C:F4:32:00:85:02

2021-09-12 11:03:25 [5] DHCPD: Send OFFER with ip 192.168.1.100

2021-09-12 11:03:25 [5] DHCPD: Recv REQUEST from 2C:F4:32:00:85:02

2021-09-12 11:03:25 [5] DHCPD: Send ACK to 192.168.1.100

2021-09-12 11:03:30 [5] DHCPD: Recv DISCOVER from 2C:F4:32:00:83:A7

2021-09-12 11:03:30 [5] DHCPD: Send OFFER with ip 192.168.1.101

2021-09-12 11:03:30 [5] DHCPD: Recv REQUEST from 2C:F4:32:00:83:A7

2021-09-12 11:03:30 [5] DHCPD: Send ACK to 192.168.1.101

2021-09-12 11:04:07 [5] DHCPD: Recv DISCOVER from 58Smiley Very Happy5:6E:36:95:58

2021-09-12 11:04:07 [5] DHCPD: Send OFFER with ip 192.168.1.108

2021-09-12 11:04:24 [5] DHCPD: Recv DISCOVER from 60:01:94:BB:A2:EA

2021-09-12 11:04:24 [5] DHCPD: Send OFFER with ip 192.168.1.102

2021-09-12 11:04:24 [5] DHCPD: Recv REQUEST from 60:01:94:BB:A2:EA

2021-09-12 11:04:24 [5] DHCPD: Send ACK to 192.168.1.102

2021-09-12 11:04:25 [5] DHCPD: Recv DISCOVER from 2C:F4:32:00:85:02

2021-09-12 11:04:25 [5] DHCPD: Send OFFER with ip 192.168.1.100

2021-09-12 11:04:25 [5] DHCPD: Recv REQUEST from 2C:F4:32:00:85:02

2021-09-12 11:04:26 [5] DHCPD: Send ACK to 192.168.1.100

2021-09-12 11:04:33 [5] DHCPD: Recv DISCOVER from 2C:F4:32:00:83:A7

2021-09-12 11:04:33 [5] DHCPD: Send OFFER with ip 192.168.1.101

2021-09-12 11:04:33 [5] DHCPD: Recv REQUEST from 2C:F4:32:00:83:A7

2021-09-12 11:04:33 [5] DHCPD: Send ACK to 192.168.1.101

2021-09-12 11:04:45 [5] System: DSL training G.994

 

Hopefully someone can assist

 

Dave

1 ACCEPTED SOLUTION

Accepted Solutions
cruisers
Level 3

Engineer attended today and found two issues on site. One with faulty telephone socket on the premises and other with telephone switch board in our unit block meter room. Line showed no issues after rectification. Issue can be closed. Thanks Ahra_G for assistance in getting the issue fixed.

View solution in original post

9 REPLIES 9
Ahra_G
Moderator

Hi @cruisers

 

I've found your account through your Community details and remote tests showed that your internet is now stable for almost 6hrs. 

 

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. 

 

If the issue re-occurs, let us know of your most convenient time to receive a call in order for our Technical Team to contact and assist you further. 

 

 

Regards,

Ahra_G

cruisers
Level 3

Thank you Ahra_G for your response. We did have multiple dropouts over the last three days, but our connection has since stabilised and we have not had any further issues. We will monitor the situation over the next couple of days and then close the post if the issue does not recur.  Dave

cruisers
Level 3

Hi Ahra_G,

Our network connection once again dropped out around 15:07 and was down for some time before automatically recovering. Certainly not something we can live with. Appreciate any advice.

Ahra_G
Moderator

Hi @cruisers

 

I have now raised the issue to our Engineering Team for further investigation. Although, I would advise to perform a reset on the modem being the last part of the troubleshooting. 

 

Please ensure to leave your modem connected and turned on for remote testing purposes. Updates will be provided via phone call or SMS thus, kindly send an alternative mobile number via private message. 

 

I'll also send the reference number via PM.

 

Thanks! 

Ahra_G

 

 

cruisers
Level 3

Modem has just been reset. Please note, when this issue occurred over the last couple of days, the modem has been reset but the issue still occurs.

cruisers
Level 3
Internet connection down from 08:00 today 14/9 and still down as at 08:20
cruisers
Level 3
Internet recovered itself around 8:40
Ahra_G
Moderator

Hi @cruisers, the assigned Engineer is closely monitoring the status of your connection. 

 

A technician visit has also been booked on 16 September 2021 between 8:00 AM - 12:00 PM.

 

You may continue to send SMS to their team for further updates. 

 

 

Thanks! 

Ahra_G

 

 

cruisers
Level 3

Engineer attended today and found two issues on site. One with faulty telephone socket on the premises and other with telephone switch board in our unit block meter room. Line showed no issues after rectification. Issue can be closed. Thanks Ahra_G for assistance in getting the issue fixed.

View solution in original post