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NBN HFC frequent dropouts

FrankL
Level 3
Level 3
‎12-01-2022 12:16 PM

Have anyone been experiencing NBN on HFC (TPG Superfast) to be dropping constantly? Attached is a chart showing outage on 1 minute scheduled ping to 8.8.8.8 over the 30 days. Each spike is an outage. Longer the spike, the longer the outage time.

 

All was good when I was on the 6 months trial. I have been experiencing constant dropout since the trial. 

 

Router is TPG issued TP-Link VR1600v. I have factory reset it (TPG tech out to investigate slow speed recently - router issue) before but still facing constant drops.

 

The majority of the time, both NBN and TGP status pages showed no known outage for the area.

 

Getting very frustrating when working from home and the Internet drops during calls.

 

Cheers,

Frank

 

 

 

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14 REPLIES 14
FrankL
Level 3
Level 3
‎12-01-2022 03:20 PM

It has been going up and down like a yoyo today... updated chart for just the outage over the past 2 days...

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david64
Master
Master
‎13-01-2022 12:15 AM

Hi @FrankL . Is this happening on ethernet computer or wifi device?

Instead of pinging google, could you do it to TPGs ip address. Let it run long enough to see that there are dropouts.

After that test, find your router's default gateway address from the router or by

tracert -d www.tpg.com.au

The default gateway is the second  address (10.....).

Run the test again.

If you are using wifi computer, can you also test the router's lan ip address

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FrankL
Level 3
Level 3
‎13-01-2022 09:03 AM

Thank you for the suggestions. I have now added a few more monitoring endpoints. I will see how that goes.

 

BTW for those playing at home, here are some background

- monitoring (PRTG) on PC with a wired connection directly into TPLink VR1600v2

- the discovery of internet drop usually on laptop or mobile via wifi

- this is always confirmed by connection status on TPLink and SNMP trap showing PPP3 down

 

 

 

 

 

 

 

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david64
Master
Master
‎13-01-2022 01:42 PM

@FrankL . PPP3 down indicates a network failure.

Any change to the lights on the Arris box when you get dropout?

Does your WAN ip address change each dropout?

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FrankL
Level 3
Level 3
‎13-01-2022 02:06 PM

Knock on wood. Only one dropout since I added more monitoring this morning..

 

99% of the time, during an outage the NBN (Arris) shows 4 solid green lights.

 

Additional monitoring was added this morning for www.tpg.com.au and the first-hop IP after my TPLink (10.xxx).  All network monitoring showed outage at the same time with associated "PPP: ppp3 LCP down".

 

I do not monitor the WAN IP that closely however I think it changes everyone I have a dropout.

 

PS. Spoke too soon, since I started this message, I had two more dropouts :-(

 

 

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FrankL
Level 3
Level 3
‎14-01-2022 11:44 AM

OK TPG Mod, would you please get someone to review my NBN. See logs below of the PPP3 down over the past 14 days...

 

14/01/2022 11:27:31 AM 192.168.1.1 PPP: ppp3 LCP down
14/01/2022 10:49:24 AM 192.168.1.1 PPP: ppp3 LCP down
14/01/2022 9:08:01 AM 192.168.1.1 PPP: ppp3 LCP down
13/01/2022 11:06:00 PM 192.168.1.1 PPP: ppp3 LCP down
13/01/2022 2:04:39 PM 192.168.1.1 PPP: ppp3 LCP down
13/01/2022 2:00:08 PM 192.168.1.1 PPP: ppp3 LCP down
13/01/2022 9:12:51 AM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 6:08:51 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 5:36:35 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 5:30:48 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 4:52:49 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 4:49:11 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 3:13:38 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 2:56:24 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 2:44:13 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 1:30:32 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 1:19:45 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 1:16:57 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 1:15:58 PM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 11:52:56 AM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 11:51:45 AM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 11:41:42 AM 192.168.1.1 PPP: ppp3 LCP down
12/01/2022 10:43:31 AM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 10:21:07 PM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 8:26:10 PM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 7:52:53 PM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 5:06:38 PM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 10:31:18 AM 192.168.1.1 PPP: ppp3 LCP down
11/01/2022 10:12:28 AM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 6:39:04 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 6:30:01 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 6:05:30 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 1:48:59 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 1:25:19 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 12:38:26 PM 192.168.1.1 PPP: ppp3 LCP down
10/01/2022 11:21:29 AM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 5:36:14 PM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 5:31:07 PM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 5:14:25 PM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 3:34:38 PM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 2:20:18 PM 192.168.1.1 PPP: ppp3 LCP down
8/01/2022 12:46:01 PM 192.168.1.1 PPP: ppp3 LCP down
7/01/2022 11:54:58 PM 192.168.1.1 PPP: ppp3 LCP down
3/01/2022 5:10:01 AM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 6:16:40 PM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 11:58:09 AM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 11:56:11 AM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 11:47:11 AM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 11:09:41 AM 192.168.1.1 PPP: ppp3 LCP down
1/01/2022 9:03:59 AM 192.168.1.1 PPP: ppp3 LCP down

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Anonymous
Not applicable
‎15-01-2022 03:22 PM

Hey @FrankL,

 

Send me a Private Message with your account details (Username/Customer ID together with the address on file) so we can run initial test to the service and lets see what causing these dropouts.

 

How do I private message (PM) in the community

 

Regards,

 

 

Knock on wood. Only one dropout since I added more monitoring this morning..

 

99% of the time, during an outage the NBN (Arris) shows 4 solid green lights.

 

Additional monitoring was added this morning for www.tpg.com.au and the first-hop IP after my TPLink (10.xxx).  All network monitoring showed outage at the same time with associated "PPP: ppp3 LCP down".

 

I do not monitor the WAN IP that closely however I think it changes everyone I have a dropout.

 

PS. Spoke too soon, since I started this message, I had two more dropouts :-(

 

 

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FrankL
Level 3
Level 3
‎22-01-2022 09:38 AM

Latest update...

 

NBN tech was out to check the line and replaced the NBN box. The next day, still encountered similar dropouts.

 

I managed to get an identical (used) TPLinkVR1600v2 router and swapped it out with my existing one just to troubleshoot. 

 

I check the logs this morning and behold... more dropouts :-(

 

22/01/2022 8:55:21 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 8:24:57 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 5:32:44 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:10:31 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:10:11 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:51 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:30 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:10 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:50 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:29 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:06 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 1:37:49 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 1:29:46 AM 192.168.1.1 PPP: ppp3 LCP down
 
So line checked, new NBN box, different TPLink router and I am still experiencing same dropout issues. Before you ask, I swapped out my network cable between NBN and TPLink with new "out of bag" network cable too.
 
TPG, please resolve this ASAP!!!!
 
 
 
 
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Ahra_G
Moderator Moderator
Moderator
‎25-01-2022 09:50 PM

Hi FrankL,

 

We appreciate you providing additional information. We have passed them along to the assigned Engineer. Please await further updates via phone call or SMS. 

 

Thanks! 

 

 

Latest update...

 

NBN tech was out to check the line and replaced the NBN box. The next day, still encountered similar dropouts.

 

I managed to get an identical (used) TPLinkVR1600v2 router and swapped it out with my existing one just to troubleshoot. 

 

I check the logs this morning and behold... more dropouts :-(

 

22/01/2022 8:55:21 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 8:24:57 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 5:32:44 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:10:31 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:10:11 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:51 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:30 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:09:10 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:50 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:29 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 3:08:06 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 1:37:49 AM 192.168.1.1 PPP: ppp3 LCP down
22/01/2022 1:29:46 AM 192.168.1.1 PPP: ppp3 LCP down So line checked, new NBN box, different TPLink router and I am still experiencing same dropout issues. Before you ask, I swapped out my network cable between NBN and TPLink with new "out of bag" network cable too. TPG, please resolve this ASAP!!!!    
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