Firmware Update - Huawei HG658

[Qantarus]

Hi Team

I'm chasing an update for the HG658 modem - I've started having random dropouts throughout the day and the VoIP is dropping in and out even more reguarly.

Current modem details are:

Product type	HG658
Device ID	00E0FC-E7P7S16614002905
Hardware version	HG658BZV VER.A
Software version	V100R001C216B015SP02

Thanks in advance.

[Riezl]

Hi @Qantarus , please send us a private message with your TPG customer ID, username and complete address so we can pull up the account and help with your concern.

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

[Riezl]

Hi @Qantarus , thanks for sending the details via PM. Please be advised that your modem has the latest firmware. 

With regard to the connection drop outs, 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. 

In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

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

If the issue persists, please let us know. 

[Qantarus]

Thanks for that @Riezl .

The regular dropouts are on the network side and affect all devices including those hard wired by Cat5.

Below is the log from the modem this morning during a 5 minute outage:

2021-5-5 8:2:58 Daemon Notice cms 1 WAN connection(IP:193.***.***.***,DNS server:203.**.***.**,203.**.***.**) TR069_VOIP_INTERNET_R_VID_2 connected.
2021-5-5 8:2:58 Daemon Notice cms 1 WAN connection TR069_VOIP_INTERNET_R_VID_2 connected.
2021-5-5 8:2:49 User Notice cms 1 DSL activate successfully
2021-5-5 7:57:32 Voice Notice voice 1 Un-Registering with VoIP number 02*******to Register server uni-v1.tpg.com.au successfully
2021-5-5 7:57:29 Daemon Notice cms 1 WAN connection TR069_VOIP_INTERNET_R_VID_2 disconnected.(ERROR_NONE)
2021-5-5 7:57:27 User Notice cms 1 DSL deactivate

These are more often happening on a daily basis - sometimes more than once a day.

I have confirmed there are no outages in the local area.

[Riezl]

Hi @Qantarus, we'd like to arrange one of our senior technical specialists to contact you for further assistance. Please send us a private message with your best contact number and most convenient time to receive a call tomorrow.