Archer VR1600v v2 keeps dropping connection

[nickpma]

Hi,

Some time ago I had issues with my previous Archer VR1600v v2 modem.

Initially the helpdesk told me that even if I had to reset my modem daily, as long as I then got internet, TPG provided adequate service.

After escalating it, I got a new modem.

Unfortunately, this modem also seems to have issues.

I'm not sure if it's overheating, faulty or has some memory issues.

All lights on the device are still green, when this happens.

And I've tested it on multiple devices.

Product type: FTTB internet (not NBN)
Firmware Version:1.1.0 0.9.1 v5006.0 Build 190305 Rel.72906n
Hardware Version: Archer VR1600v v2 00000000

I'm pretty sure it's a modem issue. Once I reset it, it will work again.

Internet speeds are great. Perhaps it occurs when there's a lot of traffic, e.g. large downloads/uploads, but I'm not sure. It does get a little hot, even though it's in an airconditioned room and it's standing freely.

Ideally I'd like to connect my own modem instead.

I've got a Netgear Nighthawk laying around which I'd love to use.

If that's not possible, do you offer the Huawei modem or what would you recommend?

[nickpma]

Just a quick update.

The connection dropped again this morning and the modem did not feel hot at all.

I've now paused my OneDrive sync to upload files and the connection is still working.

Most likely cause seems to be a large amount of (upload) traffic that perhaps causes the modem to crash?

[Riezl]

Hi @nickpma, we have located the account using your community details. We have checked the status of your connection and it appears to be stable now.

You mentioned that there are no changes on the modem light status whenever the connection drops and we are suspecting a possible wireless connectivity issue.

If you are connecting all your devices via Wi-Fi, these community articles can help you in improving the wireless connectivity performance.

Easy Steps to Improve Wi-Fi Connection In Your Home

https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...

Wireless Channel on your modem - what is it and why should I change it?

https://community.tpg.com.au/t5/Featured-Articles/Wireless-Channel-on-your-modem-what-is-it-and-why-...

Wi-Fi troubleshooting steps - No Internet/Connection

https://community.tpg.com.au/t5/Featured-Articles/Wi-Fi-troubleshooting-steps-No-Internet-Connection...

Otherwise, please PM us your best contact number and most convenient time to receive  a call so we can arrange one of our senior technical specialists to contact you for assistance.

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

[nickpma · Accepted solution]

Hi Riezl,

Thanks for your response.

I can confirm I know the issue now.

It does have to do with my syncing to OneDrive. Everytime I have syncing with my OneDrive running (still about 5GB to sync), the connection drops out after a while.

When I disable the syncing, connection stays stable and I keep having internet connection.

I'm pretty sure some kind of buffer, memory or something else in the modem gets filled, where yes it does still have a stable connection, but it won't actually provide my devices with an internet connection.

There is no WiFi interference here and I'm 100% confident it is not a WiFi issue.

It also happens on both the 2.4Ghz and 5Ghz connections and for all our 5 devices in the house at the same time. The modem is within 1 meter of most devices. Only resetting the modem solves the issue, and connection works straight away after that.

But yes, I'll PM you my number, happy to get in touch and get this resolved.

[nickpma]

With the help of TPG got my own modem working.

That should fix the issue.

[Riezl]

Great! Feel free to message us should you need any assistance. Cheers!

[YoungT]

Hi

I have similar issue with nickpma but mine is not caused by a big file upload/download. It's very random.

It happens at least once everyday.

I am using the Acher only for home phone connection and I disable the Wi-Fi router. I have Asus RT-AC86U as the router.

I connect the Acher's WAN port to NBN box then connect the RT-AC86U's WAN to the Acher's LAN port.

I am sick and tired from the interuption so I don't use the Acher anymore. I connect the RT-AC86U directly to NBN box.

However, how do I get my home phone connection?

[shail1947]

TPG Team 

I am facing similar issue and ticket is open for the last one week . can you pleae advise your tech support / engineering team and help to sort out this issue ASAP. modem already changed once but i dont think that its because of using synch with drive or using / downloading large files.

Ticket number - xxxxx

Thanks

[Anonymous]

Hi @shail1947,

Thanks for raising this to us, I was able to locate the account using the given details and confirm that the issue affecting the serivce is now under assessment with the help of our Engineering Team.

I can see that you have been in contact with them and provided the resolution with the escalated fault.

Expect further information via SMS or Phone call when it becomes available.

Let me know should you require further assistance.

Regards,

TPG Team 

I am facing similar issue and ticket is open for the last one week . can you pleae advise your tech support / engineering team and help to sort out this issue ASAP. modem already changed once but i dont think that its because of using synch with drive or using / downloading large files.

Ticket number - xxxxx

Thanks

[shail1947]

Thanks for your email. But do we have any ETA / SLA on open tickets specially if its impacting the work from the last more than a week.