NBN FTTC - Home Phone & Wi-fi Dropouts using Archer VR1600v Modem/Router

[kmh002]

Good afternoon TPG,

I am advising that the previous issue with home phone dropouts / Wi-Fi connection issues are still occurring.

I noticed last night that the home phone did not have a dial tone & I was unable to call-in or out.

If you check my details you will see the issues I have been having with my connection. I was forced to reinstall my old modem/router through the LAN port & use its Wi-if function. This appeared to fix the Wi-Fi failing to allocate an IP address & fix the home phone dropouts. Unfortunately, last night the same fault reoccurred. When resetting your modem I lost the Wi-Fi connection & had to go through a lengthy process of logging into both modems trying to reset the devices.

What I have done so far is to remove the home phone from your supplied modem along with turning off your modems Wi-Fi but use my old modem as a router. I am hopeful this process fixes the fault but it would appear that your supplied modems are Not Fit for Purpose.

I now require someone to repair this constant fault, if I knew how to install my old modem (Nighthawk X4S AC2600 Wi-Fi VDSL/ADSL Modem Router) to the NBN, I am sure my problems would be resolved. However, I believe that my connection issues are related to the firmware of your modem & the TPG community have confirmed this hypothesis.

Please contact me ASAP to resolve the issues as I do not have a working home phone or stable internet connect.

Thank you.

LOG File of Archer VR1600v modem: Note even the log times are not correct.

2016-01-01 11:00:31 [5] DHCPD: Recv DISCOVER from 8C:3B:AD:28:7A:07
2016-01-01 11:00:31 [5] DHCPD: Send OFFER with ip 192.168.1.101
2016-01-01 11:00:31 [5] DHCPD: Recv REQUEST from 8C:3B:AD:28:7A:07
2016-01-01 11:00:31 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00000b03)]
2016-01-01 11:00:31 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xf4e91eaa>]
2016-01-01 11:00:31 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0xa94f1c80>]
2016-01-01 11:00:31 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0xa94f1c80>]
2016-01-01 11:00:31 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2016-01-01 11:00:31 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0xf4e91eaa>]
2016-01-01 11:00:31 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0xf4e91eaa>]
2016-01-01 11:00:31 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0xf4e91eaa]
2016-01-01 11:00:31 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="kmh002@tpg.com.au" password=<hidden>]
2016-01-01 11:00:31 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0xa94f1c80]
2016-01-01 11:00:32 [5] DHCPD: Send ACK to 192.168.1.101
2016-01-01 11:00:32 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2016-01-01 11:00:32 [6] PPP: ppp3 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2016-01-01 11:00:32 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.22.133>]
2016-01-01 11:00:32 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.22.133>]
2016-01-01 11:00:32 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 61.68.121.187> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2016-01-01 11:00:32 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 61.68.121.187> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2016-01-01 11:00:32 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 61.68.121.187> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.
2019-04-20 23:50:27 [5] VoIP: enable SIP stack due to intf(61.68.121.187) is up.
2019-04-20 23:50:28 [6] VoIP: get ip(172.26.0.1) for domain(uni-v1.tpg.com.au)
2019-04-20 23:50:28 [6] VoIP: get ip(172.26.0.17) for domain(uni-v1.tpg.com.au)
2019-04-20 23:50:28 [6] VoIP: get ip(172.26.0.65) for domain(uni-v1.tpg.com.au)
2019-04-20 23:50:28 [6] VoIP: Register to server address 172.26.0.1:5060
2019-04-20 23:51:31 [5] DHCPD: Recv DISCOVER from 50:3E:AA:4F:AE:EE
2019-04-20 23:51:31 [5] DHCPD: Send OFFER with ip 192.168.1.100
2019-04-20 23:51:31 [5] DHCPD: Recv REQUEST from 50:3E:AA:4F:AE:EE
2019-04-20 23:51:32 [5] DHCPD: Send ACK to 192.168.1.100

[Will]

Hi @kmh002

Thanks for reaching back to us. I'm sorry to hear that you're still having the same trouble.

Currently, I don't see any issues with the network and both internet and phone should be working.

I reviewed your case history and it seems like your modem has been replaced recently. However, I noticed quite a number of dropouts that occurred even with the new modem. The problem though is that these records of dropouts include the reboots that you make on the modem and the NTD box.

At this point, I don't think it has something to with your modem yet since it's already using the latest firmware version. In addition, using a 3rd party modem will not help solve the issue with the phone since the home phone will only work with a TPG-supplied modem.

In order for us to determine what's causing the issue and how we can have it fixed, can you confirm the following:

1. Are you using the homephone for incoming calls only or have you actually used it to make outgoing calls? When was the last time you used the phone to call out?
2. Prior to rebooting your modem and/or the NTD box, what was the status of the lights on both devices?

I suggest as well that in the event that the internet drops or the phone stops working, refrain from rebooting the modem or NTD. Instead, immediately take note of the status of the lights and if possible call our Helpdesk for real-time testing.

Regards,

[kmh002]

Good afternoon Will,

 Thank you for taking an interest in my faulty connection.

 As requested,

1. My home phone is for emergency use only; I have not made any out-going calls, only in-coming.
2. All lights prior to reboot are indicating that the modem is operating correctly (Lights are Green). With regards to the NTD box indicator lights, they are working normally with no faults shown.

As you would have seen within my case history a new modem was provided because a line check was conducted by TPG when the fault was present and they found no fault within the line connection. They concluded that the modem was faulty and I returned the old modem to TPG at my expense. You may have noticed that the modem log dates were incorrect but returned to the current date and time after the reboot.

I have received private messages from the TPG community which advise that I am not the only member who has this fault. Others have commented that they believe the firmware is at fault. Moreover, friends of mine who are more technically minded also believe that the issue is with the modems firmware, which is why I am using my old modems Wi-Fi to try and bypass one of the issues that being the non-allocation of an IP address for devises connecting through the Wi-Fi. Unfortunately, the problem with the home phone losing connectivity is still an issue even using this procedure.

In relation to your request not to reboot the system when the fault occurs is a valid one but as I have stated earlier TPG have already conducted line tests and have found ‘no fault’ with the lines connection. This would lead me to believe that the fault lies within the TPG supplied modem and or its firmware. However, I will wait until the next occasion that the failure occurs and contact TPG and yourself for assistance.

Attached, photos of current state of modem & NTD box, the lights do not change when there is a failure.

Thank you,

kmh002.

[Will]

Hi @kmh002

Thanks for the additional information.

The reason why I was requesting for you not to perform a reboot of the devices is for us to determine if your connection is dropping from the server or just locally.

As I mentioned previously, we detected a number of dropouts specifically in April 14, 15,  17 and 21. I find the number of dropouts to be unusual even if you performed 1 or 2 reboots for those dates.

For now, it would be best to monitor the connection and let's follow the game plan we discussed above.

Regards,

[orbistat]

Hi @kmh002 I've been reading through your first post in this thread and as I understand it you have a Nighthawk XS4 connected to a LAN port on the VR1600v?

[kmh002]

Hi orbistat,

Yes that is correct I'm using it via the LAN port on the VR1600v because of stability issues I was having with TPGs modem.

The home phone dropped out (no dial tone) & the Wi-Fi could not allocate an IP address for any devices trying to connect. After rebooting the VR1600v modem everything would fire-up again but only for 24hrs or less. After using the Nighthawk as a Wi-Fi router my devices are connecting with no apparent problems except for the home phone.

[orbistat]

Hi @kmh002 Thanks for the additional info, just confirming a couple of details, are you connecting to the WAN port on the Nighthawk? Is the Nighthawk in router mode or access point mode? Is the phone still connected to the VR1600v?

[kmh002]

Hi orbistat,

Connection is via the VR1600v LAN into the WAN port of the Nighthawk & I'm using router mode. The home phone is connected via the phone port on the VR1600v.

[orbistat]

Thanks @kmh002 I can also see on your pic that you've got wireless switched off on the VR1600v as the Nighthawk is now doing the WiFi, if you look at one of your devices such as an iPhone or tablet what IP address/s are they being assigned?

[kmh002]

Good evening Will,

Just got home from work & checked the home phone & its not working. I sent a text message to a TPG rep (Melay) who requested that if the fault returns to contact them via a text message. The following is what I sent: Hi TPG, just advising that the home phone has stopped working again. There is no dial tone & when I try to call the number the recorded message states  "the number you are dialing is not valid" Please fix it!

Maybe you could check my Home Phone/Connection from your end. I do not have any issues with devises accessing the internet through my routers Wi-Fi.

Thank you.