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TPG modem keeps dropping out

Highlighted
Level 1c

Hi,

 

My TPG Huawei modem keep experiencing line dropping out and reconnecting. Logging into the model, and it show below:-

 

Screen Shot 2019-10-02 at 9.25.10 pm.png

 

Something wrong with the connection? Tried reconnecting cables and everything is intact. I am still able to connect to the wifi with no issue, but not able to access internet because of the link keeps dropping and reconnecting.

 

Debug log from modem showing connecting flapping.

==================

2019-10-2 21:34:9 User Level Notice log 1 Update the log configuration.
2019-10-2 21:33:17 User Level Notice web 1 User admin login from 192.168.1.5 successfully.
2019-10-2 21:32:26 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:32:20 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:31:57 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:31:35 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:31:23 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:30:52 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:30:38 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:30:21 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:30:0 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:29:44 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:29:31 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:29:8 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:28:47 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:28:32 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:28:15 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:27:59 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:27:44 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:27:31 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:27:7 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:26:45 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:26:45 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:25:24 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:25:22 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:24:59 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:24:36 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:24:16 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:23:53 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:23:31 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:23:31 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:21:23 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:21:7 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:20:44 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:20:20 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:20:3 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:19:48 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:19:48 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:19:36 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:19:29 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:19:5 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:18:43 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:18:28 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:18:5 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:17:43 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:17:31 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:17:7 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:16:44 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:16:28 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:16:13 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:15:50 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:15:28 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:15:13 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:14:58 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:14:34 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:14:17 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:14:1 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:13:39 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:13:24 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:13:24 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:11:10 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:10:52 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:10:29 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:10:7 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:10:3 User Level Notice web 1 User admin login from 192.168.1.5 successfully.
2019-10-2 21:9:56 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:9:33 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:9:11 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:9:11 Daemon Notice xdsl 1 DSL connection is disactive.
2000-1-1 15:1:40 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2000-1-1 15:1:37 Daemon Notice xdsl 1 DSL connection is active.
2000-1-1 15:1:13 Daemon Notice xdsl 1 DSL connection is disactive.
2000-1-1 15:0:51 Daemon Notice xdsl 1 DSL connection is disactive.
2000-1-1 15:0:26 Daemon Notice xdsl 1 DSL connection is active.
2000-1-1 15:0:9 User Level Notice web 1 User admin login from 192.168.1.5 successfully.
2000-1-1 15:0:3 Daemon Notice xdsl 1 DSL connection is disactive.
2000-1-1 15:0:0 firewall Warning 0 Detect UDP port scan attack, scan packet from 127.0.0.1.

2019-10-2 21:2:23 Daemon Warning cfm 1 Reboot from the LAN side.
2019-10-2 21:2:21 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:2:21 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:1:55 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:1:53 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:1:30 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:1:8 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 21:1:8 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 21:0:42 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 21:0:40 User Level Notice web 1 User admin login from 192.168.1.5 successfully.
2019-10-2 21:0:35 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 21:0:11 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:59:49 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-2 20:59:49 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:54:43 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-2 20:54:29 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 20:54:8 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:53:51 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:53:29 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:53:10 Daemon Notice xdsl 1 DSL connection is active.
2019-10-2 20:52:46 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:52:22 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-2 20:52:3 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)

 

==========================

 

Any help is appreciated.

 

regards,

Nicole

8 REPLIES 8
Highlighted
Moderator

Hi @Michael569 

 

Thank you for raising this with us.

 

We have indeed detected massive dropouts on your connection. We already performed tests, however, the results are inconclusive and requires additional tests to determine the root cause. These tests are best done while talking to our Technical Team over the phone.

 

Can you PM us your best contact number and preferred time for a call so we can have our Technical Team contact you tomorrow?

 

For your reference: How do I private message (PM) in the community

 

Regards,

Highlighted
Level 1c

thanks Will. Just PM you.

Highlighted
Moderator

Hi @Michael569 

 

We have already replied to your PM advising you that the callback has been scheduled for tomorrow (Oct 3) between 8:30PM - 9PM NSW.

 

Regards,

Highlighted
Moderator

Hi @Michael569.

 

Our Technical Team tried to contact you earlier, but they were unable to reach you. Let me know when you're amenable for a call back tomorrow so I can forward it over.

 

 

Highlighted
Level 1c

Hi Will,

 

Thank you for following up. I have returned the call to the support, and confirmed that there is error with the line. She has changed the line profile for me, but still experiencing line drop. According to the support that she will escalate this to the 2nd level, and will give me a call again tomorrow.

 

thanks

Highlighted
Moderator

Hi @Michael569,

 

I do see that this has been escalated to our Engineering Team indeed. Now updates regarding the case will actually be communicated to you by one of our Engineers already. It will be through SMS or phone call.

 

If you have other concerns, feel free to leave a comment.

 

 

Highlighted
Level 1c
Hi Will,

All good. Thanks for your help !
Highlighted
Moderator

You're welcome, @Michael569

 

Cheers!