NBN HFC dropouts

[kenhitokiri]

Hi,

My TPG HFC connection has recently been dropping out quite often. I've noticed that even though the NBN modem has all 4v green lights on, the router needs to keep connecting to a few times a day.

I'm using a billion 8900ax2400 router and it's configured correctly. NBN modem is connected via ethernet to the router and all devices are wireless around the house.

Here is the log from today:

Jun 10 12:15:10 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 12:15:10 daemon crit syslog: PPP LCP UP.
Jun 10 12:15:13 daemon info radvd[1600]: attempting to reread config file
Jun 10 12:15:13 daemon notice syslog: pppd:local IP address 220.245.52.68
Jun 10 12:15:13 daemon notice syslog: pppd:remote IP address 10.20.25.120
Jun 10 12:15:13 daemon notice syslog: pppdrimary DNS address 203.12.160.35
Jun 10 12:15:13 daemon notice syslog: pppd:secondary DNS address 203.12.160.36
Jun 10 12:15:13 daemon crit syslog: Received valid IP address from server. Connection UP.
Jun 10 12:15:13 daemon info radvd[1600]: resuming normal operation
Jun 10 12:15:13 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:15:29 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:15:45 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:16:01 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:22:58 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:28:01 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:34:04 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:39:02 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:45:08 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:51:49 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 12:57:23 daemon warn radvd[1600]: received RS from fe80::5462:a546:51e9:3158
Jun 10 12:57:23 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:01:39 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:08:35 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:14:37 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:23:01 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:29:51 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:38:22 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:44:41 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:48:43 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 13:57:56 daemon warn radvd[1600]: received RS from fe80::5462:a546:51e9:3158
Jun 10 13:57:56 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:01:59 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:10:19 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:18:11 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:21:32 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:30:33 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:38:52 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:42:16 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:46:04 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:49:54 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 14:59:41 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:09:15 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:12:37 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:16:11 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:22:42 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:27:49 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:34:08 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:42:19 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:50:14 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 15:59:55 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:04:40 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:11:13 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:15:10 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:23:33 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:25:56 daemon notice syslog: pppd:LCP terminated by peer
Jun 10 16:25:56 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:25:56 daemon info radvd[1600]: resuming normal operation
Jun 10 16:25:56 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:25:56 daemon crit syslog: Clear IP addresses. PPP connection DOWN.
Jun 10 16:25:56 daemon crit syslog: Clear IP addresses. Connection DOWN.
Jun 10 16:25:56 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:25:56 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:25:59 daemon notice syslog: pppd:Connection terminated.
Jun 10 16:25:59 daemon notice syslog: pppd:Connect time 250.8 minutes.
Jun 10 16:25:59 daemon notice syslog: pppdent 3098491081 bytes, received 3741110663 bytes.
Jun 10 16:25:59 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:25:59 daemon info radvd[1600]: resuming normal operation
Jun 10 16:25:59 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:25:59 daemon notice syslog: pppdoing disconnect
Jun 10 16:26:02 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:26:02 daemon crit syslog: session disconnect pppoe.oldsession=b4de31f263d4/086d
Jun 10 16:26:06 daemon crit syslog: PPP server detected.
Jun 10 16:26:06 daemon crit syslog: PPP session established.
Jun 10 16:26:06 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:26:06 kern warn kernel: netdev path : ppp0.1
Jun 10 16:26:06 kern info kernel: -> eth5.1
Jun 10 16:26:06 daemon notice syslog: pppd:Using interface ppp0.1
Jun 10 16:26:06 kern info kernel: -> eth5
Jun 10 16:26:06 daemon notice syslog: pppd:Connect: ppp0.1 <--> eth5.1
Jun 10 16:26:06 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:26:06 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:06 daemon info radvd[1600]: resuming normal operation
Jun 10 16:26:06 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:26:06 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:06 daemon crit syslog: PPP LCP UP.
Jun 10 16:26:08 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:26:08 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:17 daemon notice syslog: pppd:LCP: timeout sending Config-Requests
Jun 10 16:26:17 daemon notice syslog: pppd:Connection terminated.
Jun 10 16:26:17 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:26:17 daemon info radvd[1600]: resuming normal operation
Jun 10 16:26:17 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:26:17 daemon notice syslog: pppdoing disconnect
Jun 10 16:26:20 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:26:20 daemon crit syslog: session disconnect pppoe.oldsession=4c776d2ceb14/284c
Jun 10 16:26:24 daemon crit syslog: PPP server detected.
Jun 10 16:26:26 daemon crit syslog: PPP session established.
Jun 10 16:26:26 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:26:26 daemon notice syslog: pppd:Using interface ppp0.1
Jun 10 16:26:26 daemon notice syslog: pppd:Connect: ppp0.1 <--> eth5.1
Jun 10 16:26:26 kern warn kernel: netdev path : ppp0.1 -> eth5.1 -> eth5
Jun 10 16:26:26 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:26:26 daemon info radvd[1600]: resuming normal operation
Jun 10 16:26:26 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:26:26 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:30 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:30 daemon crit syslog: PPP LCP UP.
Jun 10 16:26:30 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:26:30 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:30 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:26:30 daemon crit syslog: PPP LCP UP.
Jun 10 16:26:31 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:26:31 daemon notice syslog: pppd:local IP address 220.240.86.89
Jun 10 16:26:31 daemon notice syslog: pppd:remote IP address 10.20.25.206
Jun 10 16:26:31 daemon notice syslog: pppdrimary DNS address 203.12.160.35
Jun 10 16:26:31 daemon notice syslog: pppd:secondary DNS address 203.12.160.36
Jun 10 16:26:31 daemon crit syslog: Received valid IP address from server. Connection UP.
Jun 10 16:26:31 daemon info radvd[1600]: resuming normal operation
Jun 10 16:26:31 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:26:45 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:27:01 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:27:17 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:33:09 daemon notice syslog: pppd:LCP terminated by peer
Jun 10 16:33:09 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:33:09 daemon info radvd[1600]: resuming normal operation
Jun 10 16:33:09 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:33:09 daemon crit syslog: Clear IP addresses. PPP connection DOWN.
Jun 10 16:33:09 daemon crit syslog: Clear IP addresses. Connection DOWN.
Jun 10 16:33:09 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:33:09 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:33:12 daemon notice syslog: pppd:Connection terminated.
Jun 10 16:33:12 daemon notice syslog: pppd:Connect time 6.8 minutes.
Jun 10 16:33:12 daemon notice syslog: pppdent 100591295 bytes, received 453900102 bytes.
Jun 10 16:33:12 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:33:12 daemon info radvd[1600]: resuming normal operation
Jun 10 16:33:12 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:33:12 daemon notice syslog: pppdoing disconnect
Jun 10 16:33:15 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:33:15 daemon crit syslog: session disconnect pppoe.oldsession=0062ec12af14/74a4
Jun 10 16:33:28 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:33:42 daemon err syslog: pppd:Couldn't get channel number: Transport endpoint is not connected
Jun 10 16:33:42 daemon notice syslog: pppd:Couldn't reset tty to normal line discipline: Inappropriate ioctl for device
Jun 10 16:33:42 daemon notice syslog: pppdoing disconnect
Jun 10 16:33:44 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:33:45 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:33:45 daemon crit syslog: session disconnect pppoe.oldsession=0062ec12af14/74a4
Jun 10 16:34:00 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:34:13 daemon err syslog: pppd:Couldn't get channel number: Transport endpoint is not connected
Jun 10 16:34:13 daemon notice syslog: pppd:Couldn't reset tty to normal line discipline: Inappropriate ioctl for device
Jun 10 16:34:13 daemon notice syslog: pppdoing disconnect
Jun 10 16:34:16 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:34:16 daemon crit syslog: session disconnect pppoe.oldsession=0062ec12af14/74a4
Jun 10 16:34:43 daemon err syslog: pppd:Couldn't get channel number: Transport endpoint is not connected
Jun 10 16:34:43 daemon notice syslog: pppd:Couldn't reset tty to normal line discipline: Inappropriate ioctl for device
Jun 10 16:34:43 daemon notice syslog: pppdoing disconnect
Jun 10 16:34:46 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:34:46 daemon crit syslog: session disconnect pppoe.oldsession=0062ec12af14/74a4
Jun 10 16:35:13 daemon err syslog: pppd:Couldn't get channel number: Transport endpoint is not connected
Jun 10 16:35:13 daemon notice syslog: pppd:Couldn't reset tty to normal line discipline: Inappropriate ioctl for device
Jun 10 16:35:13 daemon notice syslog: pppdoing disconnect
Jun 10 16:35:16 daemon notice syslog: PPP: Start to connect ...
Jun 10 16:35:16 daemon crit syslog: session disconnect pppoe.oldsession=0062ec12af14/74a4
Jun 10 16:35:31 daemon crit syslog: PPP server detected.
Jun 10 16:35:31 daemon crit syslog: PPP session established.
Jun 10 16:35:31 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:35:31 kern warn kernel: netdev path : ppp0.1 ->
Jun 10 16:35:31 kern info kernel: eth5.1 ->
Jun 10 16:35:31 kern info kernel: eth5
Jun 10 16:35:31 daemon notice syslog: pppd:Using interface ppp0.1
Jun 10 16:35:31 daemon notice syslog: pppd:Connect: ppp0.1 <--> eth5.1
Jun 10 16:35:31 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 10 16:35:31 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:35:31 daemon info radvd[1600]: resuming normal operation
Jun 10 16:35:31 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:35:31 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 10 16:35:31 daemon crit syslog: PPP LCP UP.
Jun 10 16:35:31 daemon info radvd[1600]: attempting to reread config file
Jun 10 16:35:31 daemon notice syslog: pppd:local IP address 193.119.79.252
Jun 10 16:35:31 daemon notice syslog: pppd:remote IP address 10.20.23.228
Jun 10 16:35:31 daemon notice syslog: pppdrimary DNS address 203.12.160.35
Jun 10 16:35:31 daemon notice syslog: pppd:secondary DNS address 203.12.160.36
Jun 10 16:35:31 daemon crit syslog: Received valid IP address from server. Connection UP.
Jun 10 16:35:31 daemon info radvd[1600]: resuming normal operation
Jun 10 16:35:31 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:35:47 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:36:03 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:36:19 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:42:04 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369
Jun 10 16:50:13 daemon warn radvd[1600]: received RA from fe80::6203:47ff:fe2c:e369

I've disabled IPv6 on the router since it was causing a few issues with devices and slowness to connect.
MTU=1492
Primary DNS: 8.8.8.8
Secondary DNS: 8.8.4.4

If there is anything else required, please let me know

[Will]

Hi @kenhitokiri 

Welcome to the TPG Community!

Thanks for reaching out to us. I checked your account using your community details and was able to perform tests.

The test results show that the NBN Arris box has been connected for 4 days, but we're able to detect that your modem had intermittent connection. Further tests showed that we're not detecting any network issues. The possible reason for the disconnects, could be modem-related, the cable that connects the modem to the NBN box or the port at the back of the NBN box.

To further narrow down the issue, can you tell me what the status of the modem lights when the connection drops? We're particularly interested in the WAN light since that's the indicator of the connection between the NBN box and the modem itself.

It won't hurt to try and replace the ethernet cord as well.

Regards,

[kenhitokiri]

To further narrow down the issue, can you tell me what the status of the modem lights when the connection drops? We're particularly interested in the WAN light since that's the indicator of the connection between the NBN box and the modem itself.

It won't hurt to try and replace the ethernet cord as well.

The status of the router light was showing the Internet/WAN light was off, but the NBN Modem had all 4 green lights on. When checking the status on the router, the WAN connection didn't have an IP address and was in a disconnected state.

After manually re-enabling the connection, an IP address assigned and it started working again.

I've replaced the ethernet cord and also re-enabled IPv6 to see if that has resolved any issues.

I'll check again once I get home tonight on the logs to see if there have been any issues during the day.

[Riezl]

Hi @kenhitokiri, we have checked the status of your connection and it looks stable at the moment.

If you are still having issues with the service, please let us know so we can investigate further. Thank you.

[kenhitokiri]

Hi @Riezl ,

I've come back home and checked my connection and it seems to be only up for 6.5 hours or so. It went down around 11:25 am

Here are the logs for when the connection was lost:

Jun 11 11:25:05 daemon notice syslog: pppd:LCP terminated by peer
Jun 11 11:25:05 daemon crit syslog: Clear IP addresses. PPP connection DOWN.
Jun 11 11:25:05 daemon crit syslog: Clear IP addresses. Connection DOWN.
Jun 11 11:25:05 daemon info radvd[6833]: attempting to reread config file
Jun 11 11:25:05 daemon info radvd[6833]: resuming normal operation
Jun 11 11:25:05 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 11 11:25:05 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 11 11:25:05 daemon warn radvd[6833]: received RA from fe80::6203:47ff:fe2c:e369
Jun 11 11:25:07 daemon warn radvd[6833]: poll error: Interrupted system call
Jun 11 11:25:07 daemon warn radvd[6833]: Exiting, sigterm received.
Jun 11 11:25:08 daemon notice syslog: pppd:Connection terminated.
Jun 11 11:25:08 daemon notice syslog: pppd:Connect time 909.3 minutes.
Jun 11 11:25:08 daemon notice syslog: pppdent 566113065 bytes, received 3750926465 bytes.
Jun 11 11:25:08 daemon notice syslog: pppdoing disconnect
Jun 11 11:25:08 daemon info radvd[8373]: version 1.8 started
Jun 11 11:25:08 daemon warn radvd[8373]: received RA from fe80::6203:47ff:fe2c:e369
Jun 11 11:25:08 daemon warn radvd[8373]: poll error: Interrupted system call
Jun 11 11:25:08 daemon warn radvd[8373]: Exiting, sigterm received.
Jun 11 11:25:09 daemon info radvd[8379]: version 1.8 started
Jun 11 11:25:09 daemon warn radvd[8379]: received RA from fe80::6203:47ff:fe2c:e369
Jun 11 11:25:11 daemon notice syslog: PPP: Start to connect ...
Jun 11 11:25:11 daemon crit syslog: session disconnect pppoe.oldsession=a46c2a257dd4/f85d
Jun 11 11:25:23 daemon crit syslog: PPP server detected.
Jun 11 11:25:23 daemon crit syslog: PPP session established.
Jun 11 11:25:23 daemon info radvd[8379]: attempting to reread config file
Jun 11 11:25:23 kern warn kernel: netdev path :
Jun 11 11:25:23 kern info kernel: ppp0.1
Jun 11 11:25:23 kern info kernel: -> eth5.1
Jun 11 11:25:23 kern info kernel: -> eth5
Jun 11 11:25:23 daemon notice syslog: pppd:Using interface ppp0.1
Jun 11 11:25:23 daemon notice syslog: pppd:Connect: ppp0.1 <--> eth5.1
Jun 11 11:25:23 daemon notice syslog: pppd:Couldn't increase MTU to 1500.
Jun 11 11:25:23 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 11 11:25:23 daemon info radvd[8379]: resuming normal operation
Jun 11 11:25:23 daemon warn radvd[8379]: received RA from fe80::6203:47ff:fe2c:e369
Jun 11 11:25:23 daemon err syslog: pppd:Couldn't increase MRU to 1500
Jun 11 11:25:23 daemon crit syslog: PPP LCP UP.
Jun 11 11:25:23 daemon info radvd[8379]: attempting to reread config file
Jun 11 11:25:23 daemon notice syslog: pppd:local LL address fe80::4825:3486:00d3:8566
Jun 11 11:25:23 daemon notice syslog: pppd:remote LL address fe80::a66c:2aff:fe25:7c00
Jun 11 11:25:23 daemon info radvd[8379]: resuming normal operation
Jun 11 11:25:23 daemon warn radvd[8379]: received RA from fe80::6203:47ff:fe2c:e369
Jun 11 11:25:23 daemon notice syslog: pppd:local IP address 220.240.107.55
Jun 11 11:25:23 daemon notice syslog: pppd:remote IP address 10.20.23.229
Jun 11 11:25:23 daemon notice syslog: pppdrimary DNS address 203.12.160.35
Jun 11 11:25:23 daemon notice syslog: pppd:secondary DNS address 203.12.160.36
Jun 11 11:25:23 daemon crit syslog: Received valid IP address from server. Connection UP.

Are there any other steps I can try?

[Will · Accepted solution]

Hi @kenhitokiri,

You are correct, our record show that the modem lost connection at 11:25:58AM NSW today. It reconnected back at 11:25:17AM.

The NTD box, however, did not lose the connection at all based on the test I performed.

Since you've already replaced the ethernet cord, we're down to either a LAN port issue on the NBN box or a modem trouble.

To address a possible LAN port issue with the NBN box, please perform a reset. There's a reset button at the back of the device.

If the reset of the NBN box doesn't resolve the issue, then the next step is to test another modem. I checked our records and it looks like you failed to pick up the modem that we provided you when you initially switched to the NBN service. I can send you a modem since you haven't received one from us yet. Can you PM me your shipping address so I can have that processed?

Regards,

[Will]

Thanks for providing your shipping address, @kenhitokiri.

We're already processing the modem to be sent out. You'll be provided the consignment details once it's available.

[kenhitokiri]

Hi Will,

I've reset the NBN modem this morning.
Will have a look at the logs when I get back home this afternoon to see it there are any dropouts.

[Riezl]

Thanks for letting us know, @kenhitokiri. We are also monitoring the status of the modem reshipment request and will revert to you once an update becomes available.

[kenhitokiri]

Hi Riezl,

After resetting the NBN modem, I haven't noticed any dropouts yesterday.
I'll check it again tomorrow morning but have a feeling it's resolved.

Thanks for help and support