modem dropout

[paulcars99]

I have a NBN HG659 modem and I am experiencing internet drop out a couple times a week. modem details as follows:

Hardware version: VER.B

Software version: V100R001C216B112

[BasilDV]

Hi @paulcars99

Welcome to the Community!

We were able to locate your account using your community details and tested the line, but was not able to detect any fault.

The connection from the NBN server to the modem/router looks stable. Are you using a WiFi or a Wired connection? 

When the connection drops out, did you notice the changes with the light status of modem/router?

What troubleshooting have you tried so far?

BasilDV

[paulcars99]

I am using the wired network connection.  The modem power and LAN4 lights are on. WLAN, VOIP and internet lights are off during the drop out as it can take up to 15min to reacquire the connection.  On the modem maintenance web page on the DSL tab it shows that it is trying to establish a connection.

[Ahra_G]

Hi @paulcars99, 

There are different types of dropouts that you may experience:

1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.

2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.

3. Dropouts caused by ongoing outage in your area. 

I have since organised a call back to be made on 20 May 2021 between 1-2PM SYD  from our Technical Team to assist you in checking for any underlying cause. 

Feel free to reach out to us again should you require further assistance. 

Regards,

Ahra_G

[paulcars99]

Notice that the modem system log is erased and has a date stamp of 2010 when the dropout occurs.

[Riezl]

Hi @paulcars99, we can see that your concern has been raised to our Technical Team. Kindly await a call from one of our technical specialists today.