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Random Internet Dropout, not a router but NBN box issue as lights on the NBN box are also dropped

SamZong
Level 2

Random Internet Dropout, not a router but NBN box issue as lights on the NBN box are also dropped, and this has been going on since 2 weeks ago.

 

Some logs for you:

22/09 - Internet gone around 15:00; contacted TPG saying there is an outage reported.
23/09 - Internet appears to be back to normal in the morning of 23/09.
24/09 - Internet gone around 14:13.
03/10 - Internet gone for 3 times, manually reset NBN box did fix the issue.
04/10 - NBN Co tech came on site while the Internet was working; then the tech left as confirmed all tests he ran appeared to be normal and the speed is fast.
- Later the afternoon, the Internet dropped about 3 times, resulting us had to go with mobile data for any Internet activity.
- Later the night, the Internet dropped about 4 times, resulting us had to go with mobile data.
05/10 - Around 12:30 pm, Internet dropped again until 13:00. After a manual reset done on the NBN box, the Internet is now back.
- 14:45, Internet gone again after a TPG account expert contacted/confirmed the Internet worked fine.
- 15:00, dropped.
- 15:09, back online.
- 15:10, gone again.
- 15:11, back; and then dropped in 20s.
- 15:26, back;
- 15:44, dropped.
- 15:45, it appears that change of cable can resolve this issue for a second.
- 15:46, replugging the blue cable back worked, back, however, as mentioned above, only worked for seconds before it drops again.
- 15:48, dropped.
- 15:57, back.

My current service ticket is 11777675 and I haven't had any actual response so please treat it as urgent before further escalation happens. 

1 REPLY 1
BasilDV
Moderator

Hi @SamZong

 

We checked the account and reviewed the ticket.

We understand that an NBN technician is booked to check your service.

 

Further updates will be provided by your assigned Engineer once available.

 

BasilDV