NBN drops out constantly

[Danielle]

Hi there

Since the installation of my NBN a few months back I have experienced issues with the internet connection dropping out. I have tried all the troubleshooting tips with no clear cause for this issue. 

It currently drops out multiple times each day and 95% of the time it can be resolved by restarting the router. When it drops out the same lights on the router are illuminated as when it is working fine: power, internet, 24G, 5G, Phone1 & WAN. All lights on the NBN box remain on. On occassion, the internet light will disappear but this is not consistent.

Having to restart the router regularly is starting to drive me nuts so I would appreciate some assistance with resolving this issue

Many thanks,

Danielle 

[Will]

Hi @Danielle

Welcome to the Community!

Thanks for reaching out to us. My apologies that you've been struggling to get a stable connection.

Our records reflect the dropouts that you've mentioned. On further testing that I made, it appears that the main trouble is getting the modem to connect to our server since the NBN box itself has been up for at least 5days without any interruption.

However, your modem doesn't seem to be connected at this point. Since we're unsure if you're able to read this until your connection comes back up, I have requested for our Technical Team to reach out to you between 5-6PM NSW today to assist you with the concern. They will contact you on the mobile number we have on file.

Regards,

Will

[Ahra_G]

Hi @Danielle, 

One of Helpdesk specialists has tried contacting you on the scheduled call back but was unreachable. 

Please do let us know of your most convenient time to receive a call so we can organise another call back to be made. 

Thanks! 

[Danielle]

Hi Will

Thanks for looking into this. I have spoken to Lei from the Technical Team and she believes my modem needs replacing. She is organising for one to be sent out to me in the coming days.

Many thanks for your prompt action on this

Cheers

Danielle

[Ahra_G]

Glad to hear that it's sorted now, @Danielle! 

Should any assistance arise, please don't hesitate to reach out to us again. 

Cheers!