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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.
@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
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
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
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
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
1 | 2021-05-21 20:37:11 | PPP | Error | ppp3 |
2 | 2021-05-21 20:37:11 | PPP | Error | ppp3 Timeout waiting for PADO packets |
3 | 2021-05-21 20:36:20 | PPP | Error | ppp3 |
4 | 2021-05-21 20:36:17 | PPP | Error | ppp3 LCP down |
5 | 2021-05-21 20:36:17 | PPP | Error | ppp3 User request |
6 | 2021-05-21 20:35:31 | PPP | Error | ppp3 |
7 | 2021-05-21 20:35:28 | PPP | Error | ppp3 LCP down |
8 | 2021-05-21 20:35:28 | PPP | Error | ppp3 User request |
9 | 2021-05-21 20:32:38 | PPP | Error | ppp3 |
10 | 2021-05-21 20:32:35 | PPP | Error | ppp3 LCP down |
11 | 2021-05-21 20:32:35 | PPP | Error | ppp3 User request |
12 | 2021-05-21 20:26:29 | PPP | Error | ppp3 |
13 | 2021-05-21 20:26:22 | PPP | Error | ppp3 LCP down |
14 | 2021-05-21 20:26:22 | PPP | Error | ppp3 User request |
15 | 2021-05-21 20:21:00 | PPP | Error | ppp3 |
16 | 2021-05-21 20:20:57 | PPP | Error | ppp3 LCP down |
17 | 2021-05-21 20:20:57 | PPP | Error | ppp3 User request |
18 | 2021-05-21 19:53:24 | PPP | Error | ppp3 |
19 | 2021-05-21 19:53:21 | PPP | Error | ppp3 LCP down |
20 | 2021-05-21 19:53:21 | PPP | Error | ppp3 User request |
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
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
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.
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
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)]