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Frequent ADSL Network disconection

Moderator

Thanks for the additional details @dlstjd77,

 

We'd like to arrange a call from one of our Technicians for further test and investigation, feel free to PM me your best contact number and preferred time.

 

In case you need a reference:

How do I private message (PM) in the community

 

Regards,

Moderator

Hi @dlstjd77,

 

Thanks for sending me your details. Please be advised that we arranged one of our Technicians to call you today between 11-1PM AEDST.

 

Make sure to keep your mobile phone available and let us know how it will go. Cheers!

Moderator

Hi @dlstjd77,


Based on the latest log. We can see that you have been in contact with one of our Technicians and advised about your service currently connected for 3h 24m. Your connection is currently being monitored by our Technical Team. Let us know should you require further assistance.
 

Cheers!

Level 1d

Hello agian,

 

Today, I just came home and using the internet.

 

it is disconnecting more then 5 times in 30 min. really bad.

 

modem is keep disconnecting. i'm sure there is the line problem.

 

Please check and contact asap.

Moderator

Hi @dlstjd77,

 

I've run a remote test and was not able to detect any fault on the copper network. It is shown that the connection has been stable.

 

What troubleshooting have you done so far?

 

Kind regards,

BasilDV

Level 1d
Hello,

Because it was keep disconnecting,

I configured the bandwidth to half

Regards
Moderator

Hi @dlstjd77,

 

I see. Did you experience any dropouts after you configured the bandwidth?

 

What time do you usually experience the issue?

 

Kind regards,

BasilDV

Level 1d
Hi, Just checked.

Normally it happens anytime when i use internet.

If you really hard to find the issue, will send log when i get home.

Regards
Level 1d

Hello,

 

here is the log,

 

currently, we are experiancing really bad connection.

 

Cannot use the internet.

 

2019-03-04 19:19:08 [3] PPP: ppp0 User request
2019-03-04 19:19:08 [3] PPP: ppp0 LCP down
2019-03-04 19:19:08 [3] PPP: ppp0 User request
2019-03-04 19:19:14 [3] PPP: ppp0 User request
2019-03-04 19:19:14 [3] PPP: ppp0
2019-03-05 00:30:16 [3] PPP: ppp0 User request
2019-03-05 00:30:16 [3] PPP: ppp0 LCP down
2019-03-05 00:30:16 [3] PPP: ppp0 User request
2019-03-05 00:30:22 [3] PPP: ppp0 User request
2019-03-05 00:30:22 [3] PPP: ppp0
2019-03-05 00:59:05 [3] PPP: ppp0 LCP down
2019-03-05 00:59:05 [3] PPP: ppp0
2019-03-05 01:48:56 [3] PPP: ppp0 LCP down
2019-03-05 01:48:56 [3] PPP: ppp0
2019-03-05 01:50:09 [3] PPP: ppp0 User request
2019-03-05 01:50:09 [3] PPP: ppp0 LCP down
2019-03-05 01:50:09 [3] PPP: ppp0 User request
2019-03-05 01:50:15 [3] PPP: ppp0 User request
2019-03-05 01:50:15 [3] PPP: ppp0
2019-03-05 03:03:39 [3] PPP: ppp0 User request
2019-03-05 03:03:39 [3] PPP: ppp0 LCP down
2019-03-05 03:03:39 [3] PPP: ppp0 User request
2019-03-05 03:03:45 [3] PPP: ppp0 User request
2019-03-05 03:03:45 [3] PPP: ppp0
2019-03-05 03:26:46 [3] PPP: ppp0 User request
2019-03-05 03:26:46 [3] PPP: ppp0 LCP down
2019-03-05 03:26:46 [3] PPP: ppp0 User request
2019-03-05 03:26:47 [3] PPP: ppp0
2019-03-05 06:40:24 [3] PPP: ppp0 User request
2019-03-05 06:40:24 [3] PPP: ppp0 LCP down
2019-03-05 06:40:24 [3] PPP: ppp0 User request
2019-03-05 06:40:30 [3] PPP: ppp0 User request
2019-03-05 06:40:30 [3] PPP: ppp0
2019-03-05 07:14:14 [3] PPP: ppp0 LCP down
2019-03-05 07:14:15 [3] PPP: ppp0
2019-03-05 07:36:35 [3] PPP: ppp0 LCP down
2019-03-05 07:36:35 [3] PPP: ppp0
2019-03-05 07:38:34 [3] PPP: ppp0 User request
2019-03-05 07:38:34 [3] PPP: ppp0 LCP down
2019-03-05 07:38:34 [3] PPP: ppp0 User request
2019-03-05 07:38:34 [3] PPP: ppp0
2019-03-05 08:47:55 [3] PPP: ppp0 LCP down
2019-03-05 08:47:55 [3] PPP: ppp0
2019-03-05 08:49:17 [3] PPP: ppp0 User request
2019-03-05 08:49:17 [3] PPP: ppp0 LCP down
2019-03-05 08:49:17 [3] PPP: ppp0 User request
2019-03-05 08:49:23 [3] PPP: ppp0 User request
2019-03-05 08:49:23 [3] PPP: ppp0
2019-03-05 13:29:33 [3] PPP: ppp0 User request
2019-03-05 13:29:33 [3] PPP: ppp0 LCP down
2019-03-05 13:29:33 [3] PPP: ppp0 User request
2019-03-05 13:29:35 [3] PPP: ppp0
2019-03-05 14:19:20 [3] PPP: ppp0 User request
2019-03-05 14:19:20 [3] PPP: ppp0 LCP down
2019-03-05 14:19:20 [3] PPP: ppp0 User request
2019-03-05 14:19:26 [3] PPP: ppp0 User request
2019-03-05 14:19:26 [3] PPP: ppp0
2019-03-05 18:15:14 [3] PPP: ppp0 User request
2019-03-05 18:15:14 [3] PPP: ppp0 LCP down
2019-03-05 18:15:14 [3] PPP: ppp0 User request
2019-03-05 18:15:20 [3] PPP: ppp0 User request
2019-03-05 18:15:20 [3] PPP: ppp0
2019-03-05 23:48:11 [3] PPP: ppp0 LCP down
2019-03-05 23:48:11 [3] PPP: ppp0
2019-03-06 06:37:34 [3] PPP: ppp0 LCP down
2019-03-06 06:37:34 [3] PPP: ppp0
2019-03-06 06:45:09 [3] PPP: ppp0 User request
2019-03-06 06:45:09 [3] PPP: ppp0 LCP down
2019-03-06 06:45:09 [3] PPP: ppp0 User request
2019-03-06 06:45:15 [3] PPP: ppp0 User request
2019-03-06 06:45:15 [3] PPP: ppp0
2019-03-06 07:05:03 [3] PPP: ppp0 LCP down
2019-03-06 07:05:04 [3] PPP: ppp0
2019-03-06 07:05:49 [3] PPP: ppp0 LCP down
2019-03-06 07:06:19 [3] PPP: ppp0
2019-03-06 07:07:15 [3] PPP: ppp0 User request
2019-03-06 07:07:15 [3] PPP: ppp0 LCP down
2019-03-06 07:07:15 [3] PPP: ppp0 User request
2019-03-06 07:07:22 [3] PPP: ppp0 User request
2019-03-06 07:07:22 [3] PPP: ppp0
2019-03-06 07:42:35 [3] PPP: ppp0 User request
2019-03-06 07:42:35 [3] PPP: ppp0 LCP down
2019-03-06 07:42:35 [3] PPP: ppp0 User request
2019-03-06 07:42:40 [3] PPP: ppp0
2019-03-06 08:10:08 [3] PPP: ppp0 User request
2019-03-06 08:10:08 [3] PPP: ppp0 LCP down
2019-03-06 08:10:08 [3] PPP: ppp0 User request
2019-03-06 08:10:14 [3] PPP: ppp0 User request
2019-03-06 08:10:14 [3] PPP: ppp0
2019-03-06 09:07:17 [3] PPP: ppp0 User request
2019-03-06 09:07:17 [3] PPP: ppp0 LCP down
2019-03-06 09:07:17 [3] PPP: ppp0 User request
2019-03-06 09:07:17 [3] PPP: ppp0
2019-03-06 09:51:48 [3] PPP: ppp0 LCP down
2019-03-06 09:51:48 [3] PPP: ppp0
2019-03-06 09:56:31 [3] PPP: ppp0 LCP down
2019-03-06 09:56:31 [3] PPP: ppp0
2019-03-06 10:14:35 [3] PPP: ppp0 LCP down
2019-03-06 10:14:35 [3] PPP: ppp0
2019-03-06 10:15:20 [3] PPP: ppp0 LCP down
2019-03-06 10:17:15 [3] PPP: ppp0 User request
2019-03-06 10:17:15 [3] PPP: ppp0 LCP down
2019-03-06 10:17:15 [3] PPP: ppp0 User request
2019-03-06 10:17:21 [3] PPP: ppp0 User request
2019-03-06 10:17:21 [3] PPP: ppp0
2019-03-06 10:23:29 [3] PPP: ppp0 LCP down
2019-03-06 10:23:32 [3] PPP: ppp0 User request
2019-03-06 10:23:32 [3] PPP: ppp0
2019-03-06 10:24:24 [3] PPP: ppp0 Timeout waiting for PADO packets
2019-03-06 10:24:24 [3] PPP: ppp0
2019-03-06 10:25:19 [3] PPP: ppp0 Timeout waiting for PADO packets
2019-03-06 10:25:19 [3] PPP: ppp0
2019-03-06 10:26:13 [3] PPP: ppp0 Timeout waiting for PADS packets
2019-03-06 10:26:13 [3] PPP: ppp0
2019-03-06 11:23:16 [3] PPP: ppp0 LCP down
2019-03-06 11:23:16 [3] PPP: ppp0
2019-03-06 11:23:55 [3] PPP: ppp0
2019-03-06 13:45:04 [3] PPP: ppp0 User request
2019-03-06 13:45:04 [3] PPP: ppp0 LCP down
2019-03-06 13:45:04 [3] PPP: ppp0 User request
2019-03-06 13:45:08 [3] PPP: ppp0
2019-03-06 14:02:12 [3] PPP: ppp0 User request
2019-03-06 14:02:12 [3] PPP: ppp0 LCP down
2019-03-06 14:02:12 [3] PPP: ppp0 User request
2019-03-06 14:02:19 [3] PPP: ppp0 User request
2019-03-06 14:02:19 [3] PPP: ppp0
2019-03-06 14:08:34 [3] PPP: ppp0 User request
2019-03-06 14:08:34 [3] PPP: ppp0 LCP down
2019-03-06 14:08:34 [3] PPP: ppp0 User request
2019-03-06 14:08:41 [3] PPP: ppp0 User request
2019-03-06 14:08:41 [3] PPP: ppp0
2019-03-06 14:46:55 [3] PPP: ppp0 LCP down
2019-03-06 14:46:55 [3] PPP: ppp0
2019-03-06 18:03:47 [3] PPP: ppp0 User request
2019-03-06 18:03:47 [3] PPP: ppp0 LCP down
2019-03-06 18:03:47 [3] PPP: ppp0 User request
2019-03-06 18:03:53 [3] PPP: ppp0 User request
2019-03-06 18:03:53 [3] PPP: ppp0
2019-03-06 18:52:45 [3] PPP: ppp0 User request
2019-03-06 18:52:45 [3] PPP: ppp0 LCP down
2019-03-06 18:52:45 [3] PPP: ppp0 User request
2019-03-06 18:52:52 [3] PPP: ppp0 User request
2019-03-06 18:52:52 [3] PPP: ppp0
2019-03-06 19:30:50 [3] PPP: ppp0 User request
2019-03-06 19:30:50 [3] PPP: ppp0 LCP down
2019-03-06 19:30:50 [3] PPP: ppp0 User request
2019-03-06 19:30:57 [3] PPP: ppp0 User request
2019-03-06 19:30:57 [3] PPP: ppp0
2019-03-06 20:10:07 [3] PPP: ppp0 LCP down
2019-03-06 20:10:07 [3] PPP: ppp0
2019-03-06 20:15:48 [3] PPP: ppp0 LCP down
2019-03-06 20:15:48 [3] PPP: ppp0
2019-03-06 20:17:20 [3] PPP: ppp0 LCP down
2019-03-06 20:17:20 [3] PPP: ppp0
2019-03-06 20:17:51 [3] PPP: ppp0 User request
2019-03-06 20:17:51 [3] PPP: ppp0 LCP down
2019-03-06 20:17:51 [3] PPP: ppp0 User request
2019-03-06 20:17:57 [3] PPP: ppp0 User request
2019-03-06 20:17:57 [3] PPP: ppp0
2019-03-06 20:39:56 [3] PPP: ppp0 User request
2019-03-06 20:39:56 [3] PPP: ppp0 LCP down
2019-03-06 20:39:56 [3] PPP: ppp0 User request
2019-03-06 20:40:02 [3] PPP: ppp0 User request
2019-03-06 20:40:02 [3] PPP: ppp0
2019-03-06 20:45:19 [3] PPP: ppp0 User request
2019-03-06 20:45:19 [3] PPP: ppp0 LCP down
2019-03-06 20:45:19 [3] PPP: ppp0 User request
2019-03-06 20:45:25 [3] PPP: ppp0 User request
2019-03-06 20:45:25 [3] PPP: ppp0
2019-03-06 20:53:34 [3] PPP: ppp0 User request
2019-03-06 20:53:34 [3] PPP: ppp0 LCP down
2019-03-06 20:53:34 [3] PPP: ppp0 User request
2019-03-06 20:53:40 [3] PPP: ppp0 User request
2019-03-06 20:53:40 [3] PPP: ppp0
2019-03-06 21:57:15 [3] PPP: ppp0 User request
2019-03-06 21:57:15 [3] PPP: ppp0 LCP down
2019-03-06 21:57:15 [3] PPP: ppp0 User request
2019-03-06 21:57:22 [3] PPP: ppp0 User request
2019-03-06 21:57:22 [3] PPP: ppp0
2019-03-06 22:34:40 [3] PPP: ppp0 User request
2019-03-06 22:34:40 [3] PPP: ppp0 LCP down
2019-03-06 22:34:40 [3] PPP: ppp0 User request
2019-03-06 22:34:46 [3] PPP: ppp0 User request
2019-03-06 22:34:46 [3] PPP: ppp0
2019-03-06 22:50:03 [3] PPP: ppp0 LCP down
2019-03-06 22:50:03 [3] PPP: ppp0
2019-03-06 23:14:40 [3] PPP: ppp0 LCP down
2019-03-06 23:14:40 [3] PPP: ppp0
2019-03-06 23:16:24 [3] PPP: ppp0 User request
2019-03-06 23:16:24 [3] PPP: ppp0 LCP down
2019-03-06 23:16:24 [3] PPP: ppp0 User request
2019-03-06 23:16:31 [3] PPP: ppp0 User request
2019-03-06 23:16:31 [3] PPP: ppp0
2019-03-06 23:44:33 [3] PPP: ppp0 User request
2019-03-06 23:44:33 [3] PPP: ppp0 LCP down
2019-03-06 23:44:33 [3] PPP: ppp0 User request
2019-03-06 23:44:40 [3] PPP: ppp0 User request
2019-03-06 23:44:40 [3] PPP: ppp0
2019-03-07 00:06:59 [3] PPP: ppp0 User request
2019-03-07 00:06:59 [3] PPP: ppp0 LCP down
2019-03-07 00:06:59 [3] PPP: ppp0 User request
2019-03-07 00:07:05 [3] PPP: ppp0 User request
2019-03-07 00:07:05 [3] PPP: ppp0
2019-03-07 01:32:47 [3] PPP: ppp0 User request
2019-03-07 01:32:47 [3] PPP: ppp0 LCP down
2019-03-07 01:32:47 [3] PPP: ppp0 User request
2019-03-07 01:32:53 [3] PPP: ppp0 User request
2019-03-07 01:32:53 [3] PPP: ppp0
2019-03-07 01:54:36 [3] PPP: ppp0 User request
2019-03-07 01:54:36 [3] PPP: ppp0 LCP down
2019-03-07 01:54:36 [3] PPP: ppp0 User request
2019-03-07 01:54:42 [3] PPP: ppp0 User request
2019-03-07 01:54:42 [3] PPP: ppp0
2019-03-07 02:20:18 [3] PPP: ppp0 LCP down
2019-03-07 02:20:18 [3] PPP: ppp0
2019-03-07 02:28:37 [3] PPP: ppp0 LCP down
2019-03-07 02:28:37 [3] PPP: ppp0
2019-03-07 08:17:54 [3] PPP: ppp0 LCP down
2019-03-07 08:17:54 [3] PPP: ppp0

Moderator

Hi @dlstjd77,

 

Thanks for raising this to us. We ran an initial test to your service it shows multiple dropouts but no line faults were detected.

 

Please try to do the following troubleshooting below.

 

  • Re-seat cables
  • Isolate modem/router to the wall socket
  • Try different wall socket
  • Try different Filter/splitter (if home phone is used

Let us know how it will go. We made an adjustment to your connection to improve the stability and eliminate the dropouts.