NBN Dropouts - Gold Coast, Benowa 4217

[garythomann13]

Started again.  Drop outs since Wednesday 12-Jan-2022.  Going to start logging these.  Currently working from home full time.

+ Tue          1-2-2022    1156 1559  1705

+ Mon       31-1-2022    1100

+ Sun       30-1-2022    1814

+ Sat        29-1-2022   1058  1114

+ Fri         28-1-2022   good day  

+ Thu       27-1-2022   no news is good news, no dropouts since Mon

+ Mon      24-1-2022   various 1009  1014  1136

- modem reset 0930

+ Sun      23-1-2022

- ok you win, TPG upgrade 100 > 200 $90 > $100.  Another $10 per month and lets see if I get my 200-250

consistent speeds with no dropouts back :}

- note new free router on its way, I pay $10 delivery and hopefully an upgrade from Archer VR1600v

+ Fri       21-1-2022    good day

-  2038  2044

+ Thu     20-1-2022    good day

- but after wfh I find my internet speed is now halved from 200-250 down to 100-125

+ Wed    19-1-2022   1007  1010  1052  1059  1110  1852 (5 mins)  2048

- phoned tpg support 1855, went shopping,

- returned call 2020 Jasmin, checked router logs, shows dropouts, new router request,

+ Tue    18-1-2022    good day

+ Mon   17-1-2022    9:33  10:01  10:27  11:18

+ Sat    15-01-2022  1000

+ Fri     14-01-2022  drop outs all day,  count = 5

+ Thu   13-01-2022  was good

+ Wed  12-01-2022  drop outs all day,  count = 8

[Anonymous]

Hi @garythomann13,

We ran an inital test it shows no dropouts reported for the last few days. I can confirm that it is now stable for 1d 19m.

 

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

Let us know how it will go.

Started again.  Drop outs since Wednesday 12-Jan-2022.  Going to start logging these.  Currently working from home full time.

+ Mon   18-1-2022    9:33  10:01  10:27  11:18

+ Sat    15-01-2022  1000

+ Fri     14-01-2022  drop outs all day,  count = 5

+ Thu   13-01-2022  was good

+ Wed  12-01-2022  drop outs all day,  count = 8

[garythomann13 · Accepted solution]

Sick of filling this out.  Up down up down.  Reliability is an issue.  Also honest feedback to customer base of what is going on is another.  I don't mind if you f-up ... just be honest about it.  Loyalty goes both ways.

New router installed.  Speed back to normal  200-250 down.

[garythomann13]

Sick of filling this out.  Up down up down.  Reliability is an issue.  Also honest feedback to customer base of what is going on is another.  I don't mind if you f-up ... just be honest about it.  Loyalty goes both ways.

+ drop/line outs continued

+ mon 7-2-2022   

6am  6:10 rang tech services and message for 'Brisbane and surrounding areas' known issues and working on it. 

1252-1259
1315- down
1400 TPG called, up and down while on phone, 3rd party o/s didn't know about local issues, nothing reported?!
1417 normal

1730 tpg sms 'service now working, fault ticket closed'

+ sun  6-2-2022  11pm

[BasilDV]

Hi @garythomann13

We checked the account and learned that the service is being monitored by our Engineering team.

Further updates will be provided once available.

BasilDV

[garythomann13]

Tech has been today Friday 8am 11-2-2022, changed the coax endpoints and good till 11am. 

Dropouts  1102-05  1112-19  1120-28  1131-34 etc till 12:30  

Phoned TPG support after 11am when the issue started.  Escallated and good from 1230.

What happened?  Would love some feedback.

Note that the type of dropout has changed so I believe the coax endpoint change maybe fixed the short term faults and scaling.  Anything but air and fibre are subject the weather.  My coax is now 20 years old.  The end points have needed changing 3-4 years ago.  Just like recently and then we have a lot of wet weather.

Lol just filling this out and dropout 1925.   Was happy till then   

[Anonymous · Accepted solution]

Hi garythomann13,

Based on the log of the escalated fault, NBN Technician replaced the cable which is causing connectivity issue on the network.

Regards,

Tech has been today Friday 8am 11-2-2022, changed the coax endpoints and good till 11am. 

Dropouts  1102-05  1112-19  1120-28  1131-34 etc till 12:30  

Phoned TPG support after 11am when the issue started.  Escallated and good from 1230.

What happened?  Would love some feedback.

Note that the type of dropout has changed so I believe the coax endpoint change maybe fixed the short term faults and scaling.  Anything but air and fibre are subject the weather.  My coax is now 20 years old.  The end points have needed changing 3-4 years ago.  Just like recently and then we have a lot of wet weather.

Lol just filling this out and dropout 1925.   Was happy till then   

[jackdavis42]

OK, I've been following this thread. Since I got the NBN I have had a drop out at precisely the same time of day each week. When I initially contacted you I was sent another modem for free. Which was wonderful, but then the drop out moved to another day (Saturday instead of Sunday). Now before you ask me for my details and PM etc I'll let you know that recently I phoned to get help and after an hour of troubleshooting there was no detected fault.

I think the problem is that there is a firmware bug in these Archer VR1600v units. If you trawl through your own community site you will see numerous similar issues. The response is always the same, give us your details, PM us and we will carry out diagnostics. The end result is always the same - no result.

The time has come for you to contact Archer and get them to tell you what is going on. Presumably you are a big customer and they will listen to you (as opposed to one of us trying to get some joy). You can always threaten to move to another supplier and this should get some action on their end.

[garythomann13]

Hi @jackdavis42  thanks for following the thread and posting.  From your message sounds like you wanted to post to the TPG forum staff.  

Anyway an update on my situation.  The modem I am using is  TP-Link VX420-G2v  

https://www.tpg.com.au/content/high-speed-nbn-upgrade-modem-requirements

I used to have the Archer (TP-Link VR1600v) but at the time (on another thread) was having flaky dropouts.  My setup is HFC (coax cable).  The Datastream Communications guys (sub contracted by either TPG (or NBN via TPG)) fixed the issue by cutting and reconnecting the coax cable endpoints both in the home and out in the street pit box which resolved the issue.

Further dropouts were experienced but of a different nature (longer and more on/off, 1-9 minutes)

This has been resolved but with no explaination given.  I think NBN hand does not know what TPG hand is doing and visa versa   

Because the TP-Link VX420-G2v can handle the higher speeds and there is a TPG plan for it I have just upgraded to the Ultrafast (250/50) plan to see how the 'pipe's performs.  See how this goes and down grade if it makes sense to a couple of months later.

I hope this information and update helps you.  A bit of patience is needed to resolve any issues and probably with the floods etc there may be a lot of problems with the NBN network at the moment and for a while yet.

Another thought with your regular dropout might be a router reset (reboot) fired either from the router software or TPG server to try and reset the line.  Who knows.

The TP-Link VX420-G2v router software has this ability which I have set to 3am to rejig the router once a day.  Probably not needed now as things running smoothly or running smoothly because of the 3am reboot

My current bug-bear is the speeds during the day.  And that will be another thread in the future related to the recent plan upgrade.