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frequent ADSL2 dropouts in the last 3 weeks

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Level 1b

Hello, hoping a staff member can check my line for problems, username xxxxx.

 

In the last 3 weeks or so, my ADSL2 connection has experienced frequent dropouts, could be anytime of the day, I've had it at 11am, 1pm, 4pm, 7pm, 11pm, 1am, 3am. My modem will attempt to reconnect and it usually only takes 2-3 attempts, but it may stay connected for a few seconds, a few minutes or a few hours. Also, it frequently reconnects at 6Mb instead of full 16Mb that I usually get.

 

There's been no changes in my home setup for years, and it's only been so noticeable in the last few weeks, so unsure of cause myself. Modem is Billion 7800NL, used for last 2 years without problem. Thanks for any help. It's dropped out multiple times as I was writing and posting this message.

7 REPLIES 7
Moderator

Hi @Kenzo ,

 

Welcome to the community!

Thanks for raising this to us. We ran an initial test on your connection and it shows multiple dropouts and a possible line fault on the line.

We would like to confirm if you are also having issues with the home phone service like static noise or no dial tone. If so, please raise this to Telstra to check the line as it affects your Standalone ADSL2+
service.

We'll wait for your response, let us know how it will go.

Cheers!

Level 1b

Thanks for getting back to me Shane.

 

No problems with phone line. I just picked up the phone and there's dial tone, i called it from my mobile and picked up the call, there's no static. I also get lots of pesky marketing calls on my home phone so I know it's working fine.

Moderator

Hi @Kenzo, thanks for the details. We have arranged a technical specialist to contact you between 10AM and 1PM NSW time today for further troubleshooting.

 

Should you have a preferred contact number and time, please send it via PM.

 

To send a PM, please refer to this link: How do I private message (PM) in the community

Moderator

Hi @Kenzo, we can see that our Technical Team has been in touch and the issue has been escalated to our Engineering Team.

 

The team lodged the case to Telstra who has committed to send a technician anytime between now and 15/Jun/2019.

 

Our Engineering Team is closely monitoring your case and will contact you once a new update becomes available.

 

Should you need any assistance, feel free to message us. Thank you.

Level 1b

Thanks for your help, I've also received the SMS from TPG, looking forward to a resolution!

Level 1b

A Telstra tech visited earlier today and fixed something out on the street, and so far it's been good, hope it holds! Thanks to the team for the quick action!

Moderator

Hi @Kenzo,

 

Glad to hear that the service has been fix and we're currently seeing a stable connection after the visit. 

 

Our Engineers are closely monitoring your connection to ensure that the service is stable. 

 

Should you require any further assistance, please let us know. Thank you.