Network Disonnects At The Same Time Almost Every Night

[Xiggy]

Hi there! Like the subject suggests, the network consistenly disconnects around the same time every second or so night (first guess was just the area during busy periods?). Aside from these disconnects - the service is great. Stable ping, 50mbs+ Down & 20 Mbs+ Up. When the disconnect occurs, all lights on the modem & NBN Box remain on (in their normal spots), and it's just the devices connected that are affected. The disconnect can last between 60 seconds to 3-4 minutes but can happen multiple times in a span of half an hour. Cust ID is 6668600 if you could provide any assistance Thanks!

Connor.

[david64]

Hi @Xiggy . What type of NBN connection do you have and what model router?

Does the disconnect affect ethernet computers and wifi devices, or just wifi?

How does the disconnect show itself? Web pages don't load? Any messages on your devices?

[Xiggy]

Hi @david64 thanks for the response.

We currently have a FTTC connection.

It seems to be over both Ethernet & Wifi. We usually use our home PC's in call with our friends (Discord) which makes it obvious when it cuts out. No errors, messages etc. As I mentioned in my original post as well the lights all work as normal.

Thanks!
Connor

[Xiggy]

Hi @david64 

Sorry forgot to answer your other question - the router model is the TP Link AC1600.

Thanks!

Connor

[david64]

@Xiggy . Here are some things to try when you have a disconnection. Do them during normal operation to get a baseline for comparison. Use an ethernet computer for consistent times.

ping -n 20 192.168.1.1                      pings router; response time should be 1 ms

tracert -d www.tpg.com.au                 shows devices between your router and TPG

(TPG has 2 addresses these days:   www.tpg.com.au   and    tpg.com.au; try them both)

note the address on line 2. It's your router's default gateway; a 10 address.

ping -n 20 10....                                response time is several ms

ping -n 20  .......                                ping the two TPG addresses; response time several ms

You can also try    ping www.google.com.au    and the Discord server.

[david64]

@Xiggy . Previous tests are to determine what you might be disconnecting from. Another thing to check is the public ip address of the router; does it change after the reconnection?

[Ahra_G]

Hi @Xiggy, Checking your account, recent update indicated that your issue is now raised our Engineering Team and that a tech visit was booked today. The assigned Engineer is awaiting tech report and will contact you regarding the job today. 

You may reply to the SMS for direct assistance. 

Thanks! 

Ahra_G