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NBN network connection dropped frequently between 12:xx to 15:00 Sydney time this week.

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Level 1c

Hi Support,

It has been very frustrating to have the NBN network dropped so many times between the peak hour of 12pm to 3pm sydney time today and the last 2 days. Every time this happened, my daughter and I were having meeting via Microsoft Team. I am not sure if the MS Team dragged a lot of network upload or not. I collected the system log from my nbn modem.

 

2020-03-20 18:59:54 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:05:49 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:11:44 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:17:39 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:23:34 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:27:44 [6] VoIP: can not find any account forthe incoming call
2020-03-20 19:29:29 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:29:29 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:35:24 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:41:19 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:46:30 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2020-03-20 19:46:30 [3] PPP: ppp3 LCP down
2020-03-20 19:46:30 [4] PPP: ppp3 LCP down
2020-03-20 19:46:30 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2020-03-20 19:46:34 [3] PPP: ppp3
2020-03-20 19:46:34 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2020-03-20 19:46:52 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001136)]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xcdffbfcc>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x517f0180>]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x517f0180>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0xcdffbfcc>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0xcdffbfcc>]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0xcdffbfcc]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="<hidden>" password=<hidden>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x517f0180]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.22.59>]
2020-03-20 19:46:52 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.22.59>]
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 118.208.110.110> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-03-20 19:46:52 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 118.208.110.110> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-03-20 19:46:52 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 118.208.110.110> <ms-dns1 203.12.160.35> <ms-dns2 203.12.16
2020-03-20 19:46:54 [5] VoIP: enable SIP stack due to intf(118.208.110.110) is up.
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.17) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.1) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.65) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:55 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:46:55 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 19:46:55 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.17) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.81) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.33) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.34) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.1) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.65) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: get ip(172.26.0.82) for domain(uni-v1.tpg.com.au)
2020-03-20 19:46:56 [6] VoIP: Register to server address 172.26.0.17:5060
2020-03-20 19:46:56 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 19:52:51 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 19:57:41 [5] DHCPD: Recv REQUEST from 90:78:41:EF:3B:84
2020-03-20 19:57:41 [5] DHCPD: Send ACK to 192.168.1.106
2020-03-20 19:58:46 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:01:12 [5] DHCPD: Recv REQUEST from A0:88:B4:26:B1:94
2020-03-20 20:01:12 [5] DHCPD: Send ACK to 192.168.1.108
2020-03-20 20:04:41 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:10:36 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:16:31 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:16:32 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:22:33 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:28:28 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:34:23 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:40:18 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:46:13 [6] VoIP: Register to server address 172.26.0.81:5060
2020-03-20 20:46:15 [6] VoIP: Register to server address 172.26.0.81:5060

 

Can you please help to look into the issue as we are relying the NBN to be up and running for TEAM work during the 12:00 to 16:00 each day.

 

Thanks & regards,

Irene

1 REPLY 1
Highlighted
Moderator

Hi @ikflc,

 

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.

 

Check our Service Status page for any known outages.                                                           

 

If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage

 

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link : Troubleshooting No Internet Connection

 

 

In your case, the connection shows stable for more than 3 days now. If you are still having issues, we recommend that you connect a computer directly to the modem via ethernet cable to check if the connection will drop.

 

Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.