NBN Daily Dropouts

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jasonl283
Level 3

I'm gettind daily dropouts that started last week. Checked the NBN service status page and there were no planned maintenance in my area. 

Logs in the wireless showed constant EWAN down and up throughout the week.

I've tried rebooting both modem and FTTC box serveral times and replacing ethernet cable.

Yesterday, i've somewhat had a stable connection throughout the day and night. But this afternoon I was not able to connect and the FTTC box only showed the last 2/4 lights on.

1 ACCEPTED SOLUTION

Accepted Solutions
jasonl283
Level 3

@BasilDV 

I checked the logs and there has been no dropouts for over a day. Hopefully the network issue has been resolved. 

Thank you to you and the support team. 

Jason

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25 REPLIES 25
Riezl
Moderator

Hi @jasonl283 ,

 

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. 

 

In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

 

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

 

For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

 

To send a PM, please refer to this link: How do I private message (PM) in the community

jasonl283
Level 3

some of the PPP error logs and the SYSTEM logs indicates that the EWAN link is down durings those timeframe

 

2021-05-20 10:43:33 [3] PPP: ppp3 User request
2021-05-20 10:43:33 [3] PPP: ppp3 LCP down
2021-05-20 10:43:36 [3] PPP: ppp3
2021-05-20 10:52:34 [3] PPP: ppp3 User request
2021-05-20 10:52:34 [3] PPP: ppp3 LCP down
2021-05-20 10:52:37 [3] PPP: ppp3
2021-05-20 10:57:34 [3] PPP: ppp3 User request
2021-05-20 10:57:34 [3] PPP: ppp3 LCP down
2021-05-20 10:57:37 [3] PPP: ppp3
2021-05-20 10:59:42 [3] PPP: ppp3 User request
2021-05-20 10:59:42 [3] PPP: ppp3 LCP down
2021-05-20 10:59:47 [3] PPP: ppp3

BasilDV
Moderator

Hi @jasonl283

 

We understand that our Tech team has been in touch and discussed the issue.

Let us know if you need further assistance.

 

BasilDV

jasonl283
Level 3

I spoke to a support rep yesterday and he suggested upgrading plan. The plan was upgraded but im still getting dropouts. Today, it was out for 2pm - 6pm until i decided to restart the nbn box. It took awhile to sync the line after plugging and unplugging the phone line to get a blue sync light and eventually the DSL light finally lite up. 

 

I noticed dropouts this past week happens a few times during off-peak but during peak hours... its constant.

FYI - before 13th-14th May I have never experienced dropouts before. 

 

Some of the logs I captured below.

ID Time Type Level Log Content

12021-05-21 20:37:11PPPErrorppp3
22021-05-21 20:37:11PPPErrorppp3 Timeout waiting for PADO packets
32021-05-21 20:36:20PPPErrorppp3
42021-05-21 20:36:17PPPErrorppp3 LCP down
52021-05-21 20:36:17PPPErrorppp3 User request
62021-05-21 20:35:31PPPErrorppp3
72021-05-21 20:35:28PPPErrorppp3 LCP down
82021-05-21 20:35:28PPPErrorppp3 User request
92021-05-21 20:32:38PPPErrorppp3
102021-05-21 20:32:35PPPErrorppp3 LCP down
112021-05-21 20:32:35PPPErrorppp3 User request
122021-05-21 20:26:29PPPErrorppp3
132021-05-21 20:26:22PPPErrorppp3 LCP down
142021-05-21 20:26:22PPPErrorppp3 User request
152021-05-21 20:21:00PPPErrorppp3
162021-05-21 20:20:57PPPErrorppp3 LCP down
172021-05-21 20:20:57PPPErrorppp3 User request
182021-05-21 19:53:24PPPErrorppp3
192021-05-21 19:53:21PPPErrorppp3 LCP down
202021-05-21 19:53:21PPPErrorppp3 User request
Shane
Moderator

Thanks for the additional details, @jasonl283.

 

Please shoot me a private message with your best contact number and preferred time tomorrow. We'll have one of our Technicians to contact you for further test and investigation.

 

How do I private message (PM) in the community

 

Regards,

 

 

I spoke to a support rep yesterday and he suggested upgrading plan. The plan was upgraded but im still getting dropouts. Today, it was out for 2pm - 6pm until i decided to restart the nbn box. It took awhile to sync the line after plugging and unplugging the phone line to get a blue sync light and eventually the DSL light finally lite up. 

 

I noticed dropouts this past week happens a few times during off-peak but during peak hours... its constant.

FYI - before 13th-14th May I have never experienced dropouts before. 

 

Some of the logs I captured below.

ID Time Type Level Log Content

12021-05-21 20:37:11PPPErrorppp322021-05-21 20:37:11PPPErrorppp3 Timeout waiting for PADO packets32021-05-21 20:36:20PPPErrorppp342021-05-21 20:36:17PPPErrorppp3 LCP down52021-05-21 20:36:17PPPErrorppp3 User request62021-05-21 20:35:31PPPErrorppp372021-05-21 20:35:28PPPErrorppp3 LCP down82021-05-21 20:35:28PPPErrorppp3 User request92021-05-21 20:32:38PPPErrorppp3102021-05-21 20:32:35PPPErrorppp3 LCP down112021-05-21 20:32:35PPPErrorppp3 User request122021-05-21 20:26:29PPPErrorppp3132021-05-21 20:26:22PPPErrorppp3 LCP down142021-05-21 20:26:22PPPErrorppp3 User request152021-05-21 20:21:00PPPErrorppp3162021-05-21 20:20:57PPPErrorppp3 LCP down172021-05-21 20:20:57PPPErrorppp3 User request182021-05-21 19:53:24PPPErrorppp3192021-05-21 19:53:21PPPErrorppp3 LCP down202021-05-21 19:53:21PPPErrorppp3 User request
jasonl283
Level 3

I was advised not to restart the nbn box when the DSL link down. So now is a good time to run some test.

Kind Regards
Jason

jasonl283
Level 3

Wasn't able connect until 8:15pm (tried unplugging the line and plugging it back in) and it worked. 1hr ago it didnt work when I tried the same method. 

jasonl283
Level 3

Today, Connection dropped at 16:38:32 and still unable to connect. (DSL light is off)
At 5:45pm I tried restarting the box but the DSL light didnt turn on. Still unable to connect

153

2021-05-23 17:02:14

SYSTEM

Notice

EWAN link up 1000 mbps

154

2021-05-23 17:02:07

PPP

Error

ppp3

155

2021-05-23 17:02:07

PPP

Error

ppp3 Timeout waiting for PADO packets

156

2021-05-23 17:02:04

SYSTEM

Notice

EWAN link down

157

2021-05-23 17:01:47

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003976)]

158

2021-05-23 17:01:37

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003976)]

159

2021-05-23 17:01:33

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003976)]

160

2021-05-23 17:01:06

PPP

Error

ppp3

 

257

2021-05-23 16:40:51

PPP

Error

ppp3 Timeout waiting for PADO packets

258

2021-05-23 16:40:32

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005abc)]

259

2021-05-23 16:40:21

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005abc)]

260

2021-05-23 16:40:16

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005abc)]

261

2021-05-23 16:39:42

PPP

Error

ppp3

262

2021-05-23 16:39:42

PPP

Error

ppp3 Timeout waiting for PADO packets

263

2021-05-23 16:39:22

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00002b7b)]

264

2021-05-23 16:39:12

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00002b7b)]

 

265

2021-05-23 16:39:08

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00002b7b)]

266

2021-05-23 16:38:32

PPP

Error

ppp3

jasonl283
Level 3

 

129

2021-05-23 17:06:25

PPP

Error

ppp3

130

2021-05-23 17:06:25

PPP

Error

ppp3 Timeout waiting for PADO packets

131

2021-05-23 17:06:05

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00006ce2)]

132

2021-05-23 17:05:55

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00006ce2)]

133

2021-05-23 17:05:50

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00006ce2)]

134

2021-05-23 17:05:17

PPP

Error

ppp3

135

2021-05-23 17:05:17

PPP

Error

ppp3 Timeout waiting for PADO packets

136

2021-05-23 17:04:57

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003da1)]

 

 

137

2021-05-23 17:04:47

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003da1)]

138

2021-05-23 17:04:42

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00003da1)]

139

2021-05-23 17:04:07

PPP

Error

ppp3

140

2021-05-23 17:04:07

PPP

Error

ppp3 Timeout waiting for PADO packets

141

2021-05-23 17:03:47

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00000e5e)]

142

2021-05-23 17:03:37

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00000e5e)]

143

2021-05-23 17:03:32

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00000e5e)]

144

2021-05-23 17:03:27

SYSTEM

Notice

EWAN link up 1000 mbps

 

 

145

2021-05-23 17:02:53

PPP

Error

ppp3

146

2021-05-23 17:02:53

PPP

Error

ppp3 Timeout waiting for PADO packets

147

2021-05-23 17:02:44

SYSTEM

Notice

EWAN link down

148

2021-05-23 17:02:43

SYSTEM

Notice

EWAN link up 1000 mbps

149

2021-05-23 17:02:39

SYSTEM

Notice

EWAN link down

150

2021-05-23 17:02:33

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005d48)]

151

2021-05-23 17:02:23

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005d48)]

152

2021-05-23 17:02:18

PPP

Information

ppp3 sent [PADI Host-Uniq(0x00005d48)]