TPG modem not able to connect (ERROR_NO_CARRIER)

[Michael569]

Hi,

Was watching Netflix and out of sudden got disconnected and no longer able to connect. Tried below but no luck:-

1) rebooting modem

2) disconnected for few minutes and reconnected phone line from socket.

3) tried calling TPG 131423, waited for 20 mins, no one pick up.

I have had similar issue before, and it was due to TPG side of issue.

Logged into modem, log indicated ERROR_NO_CARRIER

2019-10-3 8:25:19 Daemon Notice xdsl 1 DSL connection is active.
2019-10-3 8:24:55 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-3 8:24:28 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-3 8:24:28 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-3 8:18:0 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-3 8:17:28 Daemon Notice xdsl 1 DSL connection is active.
2019-10-3 8:17:5 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-3 8:16:38 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-10-3 8:16:38 Daemon Notice xdsl 1 DSL connection is disactive.
2019-10-3 8:13:37 Daemon Notice wan 1 WAN connection INTERNET_R_8_35:IPv4 connected.
2019-10-3 8:12:27 Daemon Notice xdsl 1 DSL connection is active.
2019-10-3 8:12:3 Daemon Notice xdsl 1 DSL connection is disactive.

** not sure why my log date is not in sync. Can't find the option to adjust time.

Appreciate if someone can help on this.

regards,

Michael569

[Anonymous]

Hi @Michael569,

Thanks for raising this to us, we're sad to know that you're having issue with the service. We've seen that you have been in contact with one of our Technicians and the issue has been escalated to our Engineering Team for investigation.

This has been raised to Telstra and told us they have booked a technician to check your TPG service anytime between now and 05/Feb/2020. Let us know should you require further assistance.

Cheers!

[Michael569]

Hi Shane,
It took 3-4 days to fix the issue but yesterday it happen again. Not sure what went wrong with the line here . Adsl line on the modem is flashing, means the modem is not able to get the signal. The internet service is totally not stable.

Called Tpg but all I got is terminated call after 30 mins of waiting.

Really hope that someone can look into this.
Thanks,
Michael569

[BasilDV]

Hi @Michael569

Thanks for getting back and we apologise for the inconvenience.

We tested the line and was able to detect a fault within the copper line.

We'll lodged this to our Engineering team and someone will be in touch with you within 24 to 48 hours once an update becomes available.

BasilDV