NBN FTTC constant dropouts

[fusionsydsouth]

We have a very interesting and annoying situation with dropouts on our small business NBN connection.

We've been getting random dropouts at various times of the day, which are only fixed by either a restart of our router, or by disconnecting and reconnecting the phone cable from the NBN connection device: our internet connection never returns by itself. This can happen at any time. For example, our connection will be perfectly fine for two or three days straight with high bandwidth activities, and then dropout at 2am in the morning. Or, it will dropout several times a day even with minimal internet usage. We require a stable connection as we have several employees who work on an offsite server, and we also host video call training sessions.

We had the exact same random dropout problem on our old ADSL2+ connection. We had believed that replacing all our old equipment and switching over the NBN would solve these problems, but it clearly has not.

Any assistance would be appreciated.

[Joseph_D]

@fusionsydsouth I've read the description of your concerns and this is definitely not good. These modem/routers are designed to automatically try and reconnect should the connection drop, if there is a hint that the equipment may need replacement then we'll definitely work on that.

The current drop outs and the ones you experienced with ADSL may or may not be related. Can you PM your TPG account details so we can check this further?

Thank you.

Joseph D

[fusionsydsouth]

Hi I've sent you a message with our account name. I should point out that the TPG provided router doesn't suit the needs of the building we are in, so we are using our own: a Ubiquiti Unifi solution. 

We are set up in a fairly old building so I'm wondering if maybe there's some damage to the copper wiring?

[BasilDV]

Hi @fusionsydsouth,

Thank you for sending the details via PM.

We are unable to confirm if there's an issue within the internal wiring of your building, but we've reviewed your usage history and confirms that there were days that the session have been dropping.

Have you tried to compare the connection from your own modem to the TP-Link modem/router? Was it dropping as well?

Currently, the session seems to be stable as of the moment. We will monitor your account within 48 hours if the issue will reoccur.

Kind regards,

BasilDV

[fusionsydsouth]

Yes, the session has been stable since Monday morning. 

We haven't used the TP-Link router yet, but the same issues were present on our old Netgear router on ADSL, with the same remedy temporarily fixing it.

We won't be able to test the connection properly on the TP-Link router until the weekend.

[BasilDV]

Hi @fusionsydsouth,

We've monitored the service and it is showing a good stable connection.

Should you require further assistance, please let us know.

Kind regards,

BasilDV

[fusionsydsouth]

We had one instance on Thursday afternoon where we experienced heavy packet loss. It lasted for 10 minutes before we disconnected and reconnected the NBN connection device from the phone socket, solving the issue. Apart from that, it has been stable.