TPG Community

Ask, answer and talk about our products

NBN Connection (HFC) Dropping out

Highlighted
Level 2

We've had a new NBN plan with TPG via HFC.

 

It's connected to the TP-Link tArcher vr1600v and the internet keeps dropping out 4-5 times an hour. Power cycled the NTD and router to get it back up only for it to drop again a few minutes later.

 

Checked system logs and this line keeps showing up;

 

PPP: ppp3 Timeout waiting for PADO packets

 

I've checked the ethernet cable between the NTD and TP-link Modem/Router

Please assist, thank you

8 REPLIES 8
Moderator

Hi @vovo8461,

 

Welcome to TPG Community!

 

We have located the account using your community details.

 

We have checked the status of your service and we can really see an indication that the connection is dropping out.

 

We are suspecting a possible line fault affecting this and we'd like to investigate further.

 

Thus, we have escalated the issue to our Engineering Team and a case engineer will contact you before 1PM NSW time today to discuss the progression of the case.

 

Should you have a preferred contact number and time, please let us know. Thank you.

Moderator

Hi @vovo8461, we can see that you have confirmed with our Engineering Team that the connection has been stable since you power cycled the NBN connection box.

 

If the dropout issue persists, please let us know so we can investigate further. Thank you.

 

 

Level 2

Thanks for the prompt phone call.

 

Are you able to test the line again? Family member at home said the internet drop out is happening again. Roughly 1:30PM for 6-7 minutes down time.

 

I'm not at home so I can't see the logs yet

 

Thank you

Moderator

Hi @vovo8461

 

I believe someone already confirmed that the service has been stable hence the closure of the escalated ticket. I'll have someone from our Engineering Team to check on the status of the service again. 

 

May I know your most convenient time to receive a call? 

 

 

Level 2

Hi,

 

The drop out happened right after the call. Any time after 5:30PM (AEST) would be appreciated.

 

Thank you

Moderator

That's definitely noted, @vovo8461

 

Feel free to let us know should you have further queries. 

 

Cheers! 

Level 2

Just logged into Router, following was the log after 1:30PM

 

2019-05-08 13:27:05 [6] VoIP: Register to server address 172.26.0.17:5060
2019-05-08 13:30:19 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2019-05-08 13:30:19 [3] PPP: ppp3 LCP down
2019-05-08 13:30:19 [4] PPP: ppp3 LCP down
2019-05-08 13:30:19 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2019-05-08 13:30:23 [3] PPP: ppp3
2019-05-08 13:30:23 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2019-05-08 13:30:43 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003438)]
2019-05-08 13:30:47 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003438)]
2019-05-08 13:30:57 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003438)]
2019-05-08 13:31:17 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-05-08 13:31:17 [3] PPP: ppp3
2019-05-08 13:31:38 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003566)]
2019-05-08 13:31:43 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003566)]
2019-05-08 13:31:53 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003566)]
2019-05-08 13:32:13 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-05-08 13:32:13 [3] PPP: ppp3
2019-05-08 13:32:34 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003684)]
2019-05-08 13:32:39 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003684)]
2019-05-08 13:32:49 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00003684)]
2019-05-08 13:33:09 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-05-08 13:33:09 [3] PPP: ppp3
2019-05-08 13:33:30 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000037b2)]
2019-05-08 13:33:35 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000037b2)]
2019-05-08 13:33:45 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000037b2)]
2019-05-08 13:34:05 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-05-08 13:34:05 [3] PPP: ppp3
2019-05-08 13:34:26 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000038d0)]
2019-05-08 13:34:30 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000038d0)]
2019-05-08 13:34:41 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000038d0)]
2019-05-08 13:35:01 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-05-08 13:35:01 [3] PPP: ppp3

Moderator

Thanks for providing further info, @vovo8461

 

The issue has now now been re-escalated to NBN Co to conduct further investigation. Please expect an update within the next 24-48hrs. 

 

Apologies for the trouble. 

 

 

Regards, 

Ahra_G