TPG FTTB drop out (averaging a drop out every few hours)

[panson85]

Experiencing drop outs averaging one every few hours. Connected to TPG's FFTB network via an Asus DSL-AC68U modem router. Within Naremburn/St Leonards area in NSW. Also experiencing moments of extremely slow speeds - speed test shows 0.27Mbps downstream. 

Please assist. 

[Anonymous]

Hi @panson85,

Welcome to the Community!

We'd like to check what's causing the drop outs issue, but we are unable to locate an account using your community details.

Are you able to PM us your customer ID or username so we can take a look at your account instead?

We'll wait for your PM. Thank you.

[panson85]

Hi @Anonymous,

PM sent. Thank you.

[panson85]

Latest speed test this morning at 8:30am:

3.03Mbps download

27.0Mbps upload

Latency: 21 ms

Server: Sydney

M-lab test

[Anonymous]

Thanks for the details, @panson85.

I would like to know what device is used for running a speed test and on what device(s) you experience a slow connection speed.

I will wait for you response, cheers!

[panson85]

Hi @Anonymous,

I've ran speed test via the google's weblink, which utilises Measurement-Lab. I've also ran speed tests via Ookla. TPG's own custom speed test page doesn't work (http://tpg.speedtestcustom.com/)

The speed results I get are temperamental. Sometimes hitting 60Mbps and at times no internet.

The modem status sometimes indicates that there is a DSL link up but no internet connection. 

I'm currently connected to TPG's FTTB network via an Asus DSL-AC68U modem router running firmware 3.0.0.4.380_7712. 

I performed the speed test on my PC, which is connected via 1Gb ethernet to the modem router. 

The slow connection is experienced but all my devices within the household connected to this modem router as the internet connection is sometimes lost or extremely slow. It is not the modem router issue as accessing and file sharing between devices within the same home network is fine. Just the internet. 

Current DSL status below since last drop out and reboot 10 minutes ago:

System Log - DSL Log This page shows the detailed DSL status. DSL Information DSL Firmware Version 1.0.4.1 DSL Driver Version FwVer:5.5.2.7_A_A60901 HwVer:T14.F7_0.2 DSL Link Status up DSL Uptime 0 days 0 hours 13 minute(s) 31 seconds DSL modulation ITU G.993.2(VDSL2) ANNEX Mode ANNEX A DSL Exchange (DSLAM) Broadcom Current Profile 17a System Vendor ID (Deleted) System Vendor Model ID 00000000000000000000000000000000 Modem Vendor ID (Deleted)
Line Stats   Downstream Upstream TCM(Trellis Coded Modulation) On On SNR 3.4 dB 6.6 dB Line Attenuation 7.6 dB 5.8 dB Path Mode Interleaved Interleaved Interleave Depth 2065 9 Data Rate 60854 kbps 29599 kbps MAX Rate 66912 kbps 34874 kbps POWER 15.0 dbm 7.9 dbm INP 0.0 symbols 1.0 symbols INP-SHINE - - INP-REIN - - CRC 47871 165
VDSL Band Status   U0 D1 U1 D2 U2 D3 U3 D4 U4 Line Attenuation (dB) - 7.6 5.8 11.3 8.2 16.1 - - - Signal Attenuation (dB) - 13.3 6.6 12.3 9.1 18.3 - - - SNR Margin (dB) - 3.2 6.5 2.7 6.6 3.1 - - -
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[Anonymous]

Thanks for the additional details, @panson85.

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

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

Regards,

[Anonymous · Accepted solution]

Hi @panson85,

I can see that you have been in touch with one of our Technicians and this case has been raised to our Engineering Team for further investigation. Assessment may take 24-48hrs and the Case progress will be provided by the Assigned Engineers via SMS or phone call.

Let me know should you require further assistance.

Cheers!