NBN connection keeps dropping out

[geoffrey]

I have had NBN connection with TPG for approx. 6 months now. After some initial teething issues it has been rock solid since then.

However I am now noticing (since yesterday) that the connection keeps dropping. I will get approx. 20-30 mins connected, then approx. 20 mins disconnected. 

I have an Arris CM8200 NBN modem and a TP-Link TPG router. The lights on the NBN modem will all go off then slowly come back on again, as if the unit is power-cycling. The TP-Link router will lose the Internet and Phone 1 lights until the internet is connected again. At which point I will get a new IP address.

Is there an issue with NBN in my area, or is there perhaps an issue with the equipment? I have checked that the cables are securely fastened from the wall to the NBN modem to the TPG router.

[geoffrey]

Update: latest outage started at 22:28 ... I had no internet connection on various devices .... but the NBN modem was "online" and the TPG router showed Internet connectivity. A power cycle of the TPG router brought connectivity back at approx 23:35pm. 

I'll try a power cycle of TPG modem when connection drops again ...

[geoffrey]

Update: lost connectivity again ... power cycle of TPG router restored connectivity (brought the 'internet' light back on). 

Perhaps an issue with the Archer VR1600 router? 

[Riezl]

Hi @geoffrey, we have arranged a technical specialist to contact you between 1PM and 4PM QLD time today for further troubleshooting.

Should you have a preferred contact number and time, please send it via PM. Thank you.

[geoffrey]

I had a service call last week, and the connection become stable.

But yesterday the connection started dropping out frequently again. 

And when connected the speed is very slow with 0.9 Mbps download / 18.9 Mbps upload according to TPG speed test here. The OzSpeedTest times out.

So there's either no internet, or excruciatingly slow and barely usable internet.

[BasilDV]

Hi @geoffrey,

Our sincerest apologies if the issue recurred.

We've tested the connection and the result is not clear if there's an issue within the NBN network or with the NBN NTD box.

We'd like to arrange a call from our Technical support team for further test.

Are you available to receive a call today between 10:30AM - 12:30PM?

Regards,

BasilDV

[geoffrey]

We'd like to arrange a call from our Technical support team for further test.

Are you available to receive a call today between 10:30AM - 12:30PM?

Thanks for the response.

I will be out for the rest of today and unable to receive any calls. Please PM or text me to arrange a different time.

Latest TPG speed test shows some improvement: 9.8Mbps download. 19.1 Mbps upload, on average.

[BasilDV]

Thank you for the update @geoffrey.

How about tomorrow (Monday)? What time are you going to be available to receive a call from our Tech team? We require you to be home for the test.

Regards,

BasilDV

[geoffrey]

How about tomorrow (Monday)? What time are you going to be available to receive a call from our Tech team? We require you to be home for the test.

---

Thanks for the response.

My connection has been stable for the last 12 hours, with normal speeds (45+ Mbps download, 19Mbps upload).

I'll monitor this for the next 24 hours and report back if TPG support is required.

[BasilDV]

This is noted @geoffrey.

If the issue persists, please shoot me a PM with your contact details and I'll arrange a call from our Tech team for further tests.

Regards,

BasilDV