Something is not right w/ my TPG NBN

[ilap]

Hi,

I have two apartments in the same building one w/ Huawey and one w/ TP-Link VR1600v.

I have moved recently in to that one which has the TP-Link router. Since then I am experiencing the issue w/ the the internet connection. The DSL is up but it's unreliable. Example, when I was writing this post the page has lost the contact to the server, see attached picture. Also, the ICMP query requests sometimes timeout, see detail below the Part 1.

Also, the DNS queries are timeouts almost in every 30-60 seconds, see Part 2 below.

I have tried w/ the following DNS servers and the result was the same:

1. the router's one the 192.168.1.1
2. The TPG's primary and secondary DNS the 203.12.160.35 and 203.12.160.36 and the
3. Google's public one the 8.8.8.8

The latency is fine, but it seems there are several TCP and UDP packets are lost on the way.

So, I am experiencing some timeouts when surfing the net using the web servers, or when I download some files, the download stops several time etc.

You can imagine, that It's quite annoying, as not the speed is the issue but that the network is not reliable. I experience this issue on all of my devices, phones, tablets connected by Wi-FI or directly using Cat-6 cables.

I need to switch to my phone's hotspot at least 5 times a day, as my phones 3G is much more reliable than the TPGs NBN network. Therefore, that would be nice if some technician could have a look at it as I do not have access to your side of the Network. Please do not ask whether I followed the NBN troubleshooting guide or not, as I have tried everything which is written into it (including reboots, and every possible thing in my side).

Also, I am a Sys Eng, with several enterprise certificates (including Cisco CCNA), so pls do not try to bother w/ some basic/elementary requests. And, pls do not ask me to call the 13 14 23 (option 2 + 2).

####### Part 1

Request timeout for icmp_seq 27
64 bytes from 203.12.160.35: icmp_seq=28 ttl=227 time=28.180 ms
64 bytes from 203.12.160.35: icmp_seq=29 ttl=227 time=15.232 ms
64 bytes from 203.12.160.35: icmp_seq=30 ttl=227 time=17.704 ms
64 bytes from 203.12.160.35: icmp_seq=31 ttl=227 time=44.793 ms
Request timeout for icmp_seq 32
Request timeout for icmp_seq 33
64 bytes from 203.12.160.35: icmp_seq=34 ttl=227 time=17.877 ms
64 bytes from 203.12.160.35: icmp_seq=35 ttl=227 time=77.097 ms
^C
--- 203.12.160.35 ping statistics ---
37 packets transmitted, 31 packets received, 16.2% packet loss

######## Part 2.

Pals-MacBook-Pro:~ ilap$ time nslookup 203.12.160.36 203.12.160.35
Server: 203.12.160.35
Address: 203.12.160.35#53

Non-authoritative answer:
36.160.12.203.in-addr.arpa name = dns2.tpgi.com.au.

Authoritative answers can be found from:
160.12.203.in-addr.arpa nameserver = ns2.tpgi.com.au.
160.12.203.in-addr.arpa nameserver = ns1.tpgi.com.au.

real 0m10.030s
user 0m0.002s
sys 0m0.004s

$ time nslookup 203.12.160.36 203.12.160.35
Server: 203.12.160.35
Address: 203.12.160.35#53

Non-authoritative answer:
36.160.12.203.in-addr.arpa name = dns2.tpgi.com.au.

Authoritative answers can be found from:
160.12.203.in-addr.arpa nameserver = ns2.tpgi.com.au.
160.12.203.in-addr.arpa nameserver = ns1.tpgi.com.au.

real 0m0.051s
user 0m0.003s
sys 0m0.011s

[Anonymous]

Hi @ilap,

Welcome to the community!

We'd love to help checked what's causing drop-outs on your connection.

PM me your account details (username/customer ID or contact number associated with the account)

We'll have this checked.

Cheers!

[ilap]

Message sent. Thx

[Anonymous]

Hi @ilap,

Thanks for sending me your details. I'll run tests on your connection and get back to you shortly.

Cheers!

[Anonymous]

Hi @ilap,

Based on initial tests there's no drop-out reported on the line itself. We'd like

We'd like to arrange a call from one of our Technicians for further investigation.

PM me your best contact number and preferred time today.

Cheers!

[Anonymous]

Hi @ilap,

I'd like to know how's your connection so far? In case you will still need assistance. I'd like to arrange a call from one of our Technicians. I run initial tests on your service and it's connected for 1h 18m.

I'll be waiting for your response.

Cheers!

[ilap]

Hi @ShaneA 

I am sorry, but I was quite busy in the holidays.

It's still bad, but not as bad as it was, as I have turned off the 5G, but there are still some dropouts. So, I just need to switch to the mobile hotspot once a day instead of 3 times or more.

The problem is that the issue is independent of the Wi-Fi means the dropouts (ICMP query timeouts, DNS UDP packets losts etc) can be seen on the directly connected (RJ45) PC either (Wi-Fi ruled out).

Therefore, it can be the router or the cabling (I just have one RJ11 plug to the MDR (Main Distribution Room @ LVL -3 my appt is in LVL58) or the MDR panel either (contact issue?).

But, I cannot test them. 

The best scenario would be to try another brand VADSL modem to see whether it's the modem/router or the cabling.

Cheers,

Pal

[Anonymous]

Hi @ilap,

No worries. What brand of modem and model number you have with you? Is this equipment has been replaced before?

Cheers!

[ilap]

Hi @Anonymous

It's quite new (3 months old TP-LINK VR1600v) and it was not replaced at all. But before replace, I would like to test the connection w/ some other brand/model NBN router. Just, to be sure that the TP Link modem causes the dropouts and not the noisy cable or some other components.

Also, I did some factory reset on it to be sure that it behaves the same /w the default settings.

Cheers,

Pal

[Anonymous]

Hi @ilap,

Thanks for the details. I'd like to arrange a call from one of our Technicians for further tests and assessment.

PM me your best contact number and preferred time for today.

Cheers!