TPG Community

xuwenjingsh · ‎08-01-2024

Hi TPG team,

My internet drops out very frequently

This is one of the ping result i've got.

Wed 3 Jan 2024 16:23:15 AEDT: 4836 packets transmitted, 4094 packets received, 15.3% packet loss

it's very unstable which make me impossible to work.

1. I've confirmed that the modem i'm using has no issue at all, since the intranet across different devices in the same WIFI works have no issues for connection with each other. Just cannot connect to internet frequently.

2. Every time my internet drops out. other than wait it to be recovered automatically. If i restart the NBN box, the internet recovers right after the reboot.

I suspect that the NBN box cannot function properly. Can you help advice how can i get this issue fixed?

david64 · ‎09-01-2024

Hi @xuwenjingsh . What type of NBN connection do you have? And what model wifi router?

What address are you pinging that gives 15.3% packet loss?

1. You're saying that when the internet drops, your devices can still see each other on the local network?

2. How long does it take to recover by itself?

xuwenjingsh · ‎09-01-2024

@david64 wrote:
Hi @xuwenjingsh . What type of NBN connection do you have? And what model wifi router?
What address are you pinging that gives 15.3% packet loss?
1. You're saying that when the internet drops, your devices can still see each other on the local network?
2. How long does it take to recover by itself?

Hi David,

Thank you for the update.

1. I'm on NBN HFC.

2. The Wifi router is Asus RT-AX86U

3. The IP i've pinged is one of Google's IP. 142.250.66.228
4. Yes, when the internet drops, i have no issue to access the resources across different devices connected to the same wifi. E.g. I have a computer as file server. and other devices can access the files from that computer without any issue when no devices in that Wifi can connect to Internet. At that time, i would get the timeout if i try to ping any of the domain name.

5. The time needed to recover by itself is uncertain, from 1 mintues to 5 mintues... i'm not sure whether it would take longer.. because if it's not automatically recovered in 5 minutes... i would choose to turn the NBN box off and on... then the internet would recover right away.

david64 · ‎09-01-2024

@xuwenjingsh . Can you look at Asus System Log. Are there any PPP messages at the time that the internet drops? These indicate a problem on the WAN link.

In Adaptive QoS, can you check QoS setting? Is it enabled or not? If enabled, what values are there?

Do tracert -h 3 tpg.com.au

The first address is your router. I believe the second address is first bit of TPG network on other side of NBN network. Do ping test to this address like you did for the Google address. Post summary here.

Can you run speedtest on TPG support page. What speeds do you get?
Does each progress bar run smoothly or does it stop and start?

Ahra_G · ‎09-01-2024

Hi @xuwenjingsh, we recommend trying out @david64's suggestions. We'll follow through the thread and do let us know should you require further assistance.

xuwenjingsh · ‎19-01-2024

@david64 wrote:
In the router log, are there any messages before the wlceventd message? No way of telling whether the Arris box is faulty or the NBN network.

You can try enabling QoS and set the Upload speed according to your plan speed.
- If you have an NBN12 plan, enter a maximum of 950kbps
- If you have an NBN25 plan, enter a maximum of 4950kbps
- If you have an NBN50 plan, enter a maximum of 19500kbps
- If you have an NBN100 plan, enter a maximum of 19500kbps
- If you have an NBN250 plan, enter a maximum of 24500kbps
- If you have an NBN Ultrafast plan, enter a maximum of 49500kbps
You can fiddle the numbers a little bit, eg change 19500 to 19550, etc.

The tracert parameter is -h 3
All it does is stop the tracert rather than wasting time checking further in.
Did you use ethernet or wifi computer for this? Ethernet gives faster and more consistent times. These are a bit erratic as if wifi was used.
After a dropout, the second address and WAN ip address change.

When you had the packet loss pinging Google, did the loss occur because the connection was down and you were rebooting the Arris? Or, were you getting a mixture of success and timeout?
Do the dropouts occur randomly, or do they seem to occur after a certain duration? Or more often at certain times of day?

Hi David,

Thank you for the information.

I'm using a MAC, so the commant would be traceroute, and the parameters would be -m

This is the ping log for almost 1 hour. During this hour, i've don't nothing to the Arris box and my router.

since the community didn't accept TXT file as attachment. the ping log file can be downloadedhttps://filetransfer.io/data-package/3mUREIjE#link

I've also attached the system log from my router during this time.

Jan 18 23:12:32 miniupnpd[5371]: HTTP listening on port 39877
Jan 18 23:12:32 miniupnpd[5371]: Listening for NAT-PMP/PCP traffic on port 5351
Jan 18 23:12:32 rc_service: ip-up 5283:notify_rc stop_samba
Jan 18 23:12:32 rc_service: ip-up 5283:notify_rc start_samba
Jan 18 23:12:32 rc_service: waitting "stop_samba" via ip-up ...
Jan 18 23:12:32 Samba Server: smb daemon is stopped
Jan 18 23:12:37 WAN Connection: WAN was restored.
Jan 18 23:25:53 pppd[2457]: Modem hangup
Jan 18 23:25:53 pppd[2457]: Connection terminated.
Jan 18 23:25:53 pppd[2457]: Failed to disconnect PPPoE socket: 114 Operation already in progress
Jan 18 23:25:53 WAN Connection: Fail to connect with some issues.
Jan 18 23:26:03 pppd[2457]: Connected to cc:90:70:21:39:d4 via interface eth0
Jan 18 23:26:03 pppd[2457]: Connect: ppp0 <--> eth0
Jan 18 23:26:03 pppd[2457]: PAP authentication succeeded
Jan 18 23:26:03 pppd[2457]: peer from calling number CC:90:70:21:394 authorized
Jan 18 23:26:03 pppd[2457]: local  IP address 115.64.59.193
Jan 18 23:26:03 pppd[2457]: remote IP address 10.20.22.159
Jan 18 23:26:03 pppd[2457]: primary   DNS address 203.12.160.35
Jan 18 23:26:03 pppd[2457]: secondary DNS address 203.12.160.36
Jan 18 23:26:03 wan: finish adding multi routes
Jan 18 23:26:03 miniupnpd[5371]: shutting down MiniUPnPd
Jan 18 23:26:04 miniupnpd: it is advised to use network interface name instead of 192.168.50.1/255.255.255.0
Jan 18 23:26:04 miniupnpd[7846]: HTTP listening on port 39927
Jan 18 23:26:04 miniupnpd[7846]: Listening for NAT-PMP/PCP traffic on port 5351
Jan 18 23:26:04 rc_service: ip-up 7769:notify_rc stop_samba
Jan 18 23:26:04 rc_service: ip-up 7769:notify_rc start_samba
Jan 18 23:26:04 rc_service: waitting "stop_samba" via ip-up ...
Jan 18 23:26:04 Samba Server: smb daemon is stopped
Jan 18 23:26:08 WAN Connection: WAN was restored.
Jan 19 00:32:49 pppd[2457]: Modem hangup
Jan 19 00:32:49 pppd[2457]: Connection terminated.
Jan 19 00:32:49 pppd[2457]: Failed to disconnect PPPoE socket: 114 Operation already in progress
Jan 19 00:32:52 WAN Connection: Fail to connect with some issues.
Jan 19 00:32:59 pppd[2457]: Connected to cc:90:70:21:39:d4 via interface eth0
Jan 19 00:32:59 pppd[2457]: Connect: ppp0 <--> eth0
Jan 19 00:33:00 pppd[2457]: PAP authentication succeeded
Jan 19 00:33:00 pppd[2457]: peer from calling number CC:90:70:21:394 authorized
Jan 19 00:33:00 pppd[2457]: local  IP address 14.202.143.44
Jan 19 00:33:00 pppd[2457]: remote IP address 10.20.22.159
Jan 19 00:33:00 pppd[2457]: primary   DNS address 203.12.160.35
Jan 19 00:33:00 pppd[2457]: secondary DNS address 203.12.160.36
Jan 19 00:33:00 wan: finish adding multi routes
Jan 19 00:33:00 miniupnpd[7846]: shutting down MiniUPnPd
Jan 19 00:33:00 miniupnpd: it is advised to use network interface name instead of 192.168.50.1/255.255.255.0
Jan 19 00:33:00 miniupnpd[18845]: HTTP listening on port 33289
Jan 19 00:33:00 miniupnpd[18845]: Listening for NAT-PMP/PCP traffic on port 5351
Jan 19 00:33:00 rc_service: ip-up 18770:notify_rc stop_samba
Jan 19 00:33:00 rc_service: ip-up 18770:notify_rc start_samba
Jan 19 00:33:00 rc_service: waitting "stop_samba" via ip-up ...
Jan 19 00:33:00 Samba Server: smb daemon is stopped
Jan 19 00:33:02 WAN Connection: WAN was restored.
Jan 19 00:35:07 acsd: acs_set_chspec: 0x1006 (6) for reason ACS_CSTIMER
Jan 19 00:44:01 pppd[2457]: Modem hangup
Jan 19 00:44:01 pppd[2457]: Connection terminated.
Jan 19 00:44:01 pppd[2457]: Failed to disconnect PPPoE socket: 114 Operation already in progress
Jan 19 00:44:03 WAN Connection: Fail to connect with some issues.
Jan 19 00:44:11 pppd[2457]: Connected to 3c:51:0e:ff:ab:d4 via interface eth0
Jan 19 00:44:11 pppd[2457]: Connect: ppp0 <--> eth0
Jan 19 00:44:11 pppd[2457]: PAP authentication succeeded
Jan 19 00:44:11 pppd[2457]: peer from calling number 3C:51:0E:FF:AB4 authorized
Jan 19 00:44:11 pppd[2457]: local  IP address 27.33.8.52
Jan 19 00:44:11 pppd[2457]: remote IP address 10.20.22.186
Jan 19 00:44:11 pppd[2457]: primary   DNS address 203.12.160.35
Jan 19 00:44:11 pppd[2457]: secondary DNS address 203.12.160.36
Jan 19 00:44:11 wan: finish adding multi routes
Jan 19 00:44:11 miniupnpd[18845]: shutting down MiniUPnPd
Jan 19 00:44:11 miniupnpd: it is advised to use network interface name instead of 192.168.50.1/255.255.255.0
Jan 19 00:44:11 miniupnpd[20892]: HTTP listening on port 37049
Jan 19 00:44:11 miniupnpd[20892]: Listening for NAT-PMP/PCP traffic on port 5351
Jan 19 00:44:11 rc_service: ip-up 20829:notify_rc stop_samba
Jan 19 00:44:11 rc_service: ip-up 20829:notify_rc start_samba
Jan 19 00:44:11 rc_service: waitting "stop_samba" via ip-up ...
Jan 19 00:44:11 Samba Server: smb daemon is stopped
Jan 19 00:44:12 WAN Connection: WAN was restored.
Jan 19 01:04:17 acsd: acs_set_chspec: 0x1009 (9) for reason ACS_CSTIMER
Jan 19 01:10:07 wlceventd: wlceventd_proc_event(520): eth7: Disassoc 4E:62:64:24:68B, status: 0, reason: Disassociated because sending station is leaving (or has left) BSS (8), rssi:0
Jan 19 01:10:07 wlceventd: wlceventd_proc_event(503): eth7: Deauth_ind 4E:62:64:24:68B, status: 0, reason: Deauthenticated because sending station is leaving (or has left) IBSS or ESS (3), rssi:0
Jan 19 01:10:10 wlceventd: wlceventd_proc_event(539): eth7: Auth 4E:62:64:24:68B, status: Successful (0), rssi:0
Jan 19 01:10:10 wlceventd: wlceventd_proc_event(568): eth7: Assoc 4E:62:64:24:68B, status: Successful (0), rssi:-65
Jan 19 01:10:13 pppd[2457]: Modem hangup
Jan 19 01:10:13 pppd[2457]: Connection terminated.
Jan 19 01:10:13 pppd[2457]: Failed to disconnect PPPoE socket: 114 Operation already in progress
Jan 19 01:10:14 WAN Connection: Fail to connect with some issues.
Jan 19 01:10:58 pppd[2457]: Timeout waiting for PADO packets
Jan 19 01:11:04 pppd[2457]: Connected to b0:c5:3c:cd:18:d4 via interface eth0
Jan 19 01:11:04 pppd[2457]: Connect: ppp0 <--> eth0
Jan 19 01:11:07 pppd[2457]: PAP authentication succeeded
Jan 19 01:11:07 pppd[2457]: peer from calling number B0:C5:3C:CD:184 authorized
Jan 19 01:11:07 pppd[2457]: local  IP address 123.243.159.217
Jan 19 01:11:07 pppd[2457]: remote IP address 10.20.26.111
Jan 19 01:11:07 pppd[2457]: primary   DNS address 203.12.160.35
Jan 19 01:11:07 pppd[2457]: secondary DNS address 203.12.160.36
Jan 19 01:11:07 wan: finish adding multi routes
Jan 19 01:11:07 miniupnpd[20892]: shutting down MiniUPnPd
Jan 19 01:11:07 miniupnpd: it is advised to use network interface name instead of 192.168.50.1/255.255.255.0
Jan 19 01:11:07 miniupnpd[25614]: HTTP listening on port 35061
Jan 19 01:11:07 miniupnpd[25614]: Listening for NAT-PMP/PCP traffic on port 5351
Jan 19 01:11:07 rc_service: ip-up 25552:notify_rc stop_samba
Jan 19 01:11:07 rc_service: ip-up 25552:notify_rc start_samba
Jan 19 01:11:07 rc_service: waitting "stop_samba" via ip-up ...
Jan 19 01:11:07 Samba Server: smb daemon is stopped
Jan 19 01:11:09 WAN Connection: WAN was restored.

The network drops out and recovered automatically after a while.

I've switched to use other router, and the result is the same.

Every time the network was down, it would be recovered if i manually reboot the Arris box. That's why i suspect the issue is from the Arris box, not the internet network itself.

It happends very frequently across all day.

Any chance i can get the Arris box replaced?

BasilDV · ‎21-01-2024

Hi @xuwenjingsh

Let's check and test this further on our end.

Please send us a private message with your account details.

BasilDV

TPG Community

Network dropout very frequently