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NBN HFC dropouts

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theayguns
Level 2
Level 2
‎17-04-2019 04:39 PM

Hi Support Team,

 

I have had my NBN HFC installed on the wednesday 10th of April. I have had dropouts randomly since then. With each dropout, this is the log from the Archer VR1600v log:

 

2019-04-17 16:09:56 [6] PPP: ppp3 rcvd [LCP TermReq id=0x2]
2019-04-17 16:09:56 [3] PPP: ppp3 LCP down
2019-04-17 16:09:56 [4] PPP: ppp3 LCP down
2019-04-17 16:09:56 [6] PPP: ppp3 sent [LCP TermAck id=0x2]
2019-04-17 16:10:04 [3] PPP: ppp3
2019-04-17 16:10:04 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:04 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:04 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:10:04 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:10:04 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2019-04-17 16:10:18 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:18 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:18 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:10:18 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:10:23 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000678c)]
2019-04-17 16:10:27 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000678c)]
2019-04-17 16:10:37 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000678c)]
2019-04-17 16:10:38 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:38 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:10:38 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:10:38 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:10:57 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:10:58 [3] PPP: ppp3
2019-04-17 16:11:04 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:11:18 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006eec)]
2019-04-17 16:11:23 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006eec)]
2019-04-17 16:11:33 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006eec)]
2019-04-17 16:11:53 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:11:53 [3] PPP: ppp3
2019-04-17 16:12:14 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006ff6)]
2019-04-17 16:12:18 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006ff6)]
2019-04-17 16:12:28 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00006ff6)]
2019-04-17 16:12:48 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:12:48 [3] PPP: ppp3
2019-04-17 16:12:51 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:12:51 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:12:51 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:12:51 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:13:05 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:13:09 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00007100)]
2019-04-17 16:13:14 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00007100)]
2019-04-17 16:13:24 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00007100)]
2019-04-17 16:13:31 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:13:44 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:13:44 [3] PPP: ppp3
2019-04-17 16:14:04 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000072ae)]
2019-04-17 16:14:06 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:14:08 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000072ae)]
2019-04-17 16:14:11 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:14:18 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000072ae)]
2019-04-17 16:14:38 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:14:38 [3] PPP: ppp3
2019-04-17 16:14:50 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:14:50 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:14:50 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:14:50 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:14:53 [5] System: EWAN link down
2019-04-17 16:14:58 [5] System: EWAN link up 1000 mbps
2019-04-17 16:15:00 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000073c1)]
2019-04-17 16:15:01 [5] System: EWAN link down
2019-04-17 16:15:05 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000073c1)]
2019-04-17 16:15:08 [5] System: EWAN link up 1000 mbps
2019-04-17 16:15:15 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000073c1)]
2019-04-17 16:15:30 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:15:35 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:15:35 [3] PPP: ppp3
2019-04-17 16:15:55 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000074d3)]
2019-04-17 16:16:00 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000074d3)]
2019-04-17 16:16:10 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:16:10 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:16:10 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:01
2019-04-17 16:16:10 [5] DHCPD: Recv INFORM from 00:50:56:C0:00:08
2019-04-17 16:16:10 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000074d3)]
2019-04-17 16:16:30 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-04-17 16:16:30 [3] PPP: ppp3
2019-04-17 16:16:37 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:16:49 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000075e9)]
2019-04-17 16:16:50 [5] DHCPD: Recv INFORM from 48:45:20:6F:5F:3B
2019-04-17 16:16:54 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000075e9)]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000075e9)]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x920f5fe6>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [LCP ConfReq id=0x1 <mru 1492> <auth pap> <magic 0x981cc249>]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [LCP ConfAck id=0x1 <mru 1492> <auth pap> <magic 0x981cc249>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [LCP ConfNak id=0x1 <mru 1492>]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [LCP ConfReq id=0x2 <mru 1492> <magic 0x920f5fe6>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [LCP ConfAck id=0x2 <mru 1492> <magic 0x920f5fe6>]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [LCP EchoReq id=0x0 magic=0x920f5fe6]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [PAP AuthReq id=0x1 user="theayguns@tpg.com.au" password=<hidden>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [LCP EchoRep id=0x0 magic=0x981cc249]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [PAP AuthAck id=0x1 ""]
2019-04-17 16:17:04 [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>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [IPCP ConfReq id=0x1 <addr 10.20.22.133>]
2019-04-17 16:17:04 [6] PPP: ppp3 sent [IPCP ConfAck id=0x1 <addr 10.20.22.133>]
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [IPCP ConfNak id=0x1 <addr 61.68.53.60> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.36
2019-04-17 16:17:04 [6] PPP: ppp3 sent [IPCP ConfReq id=0x2 <addr 61.68.53.60> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.36
2019-04-17 16:17:04 [6] PPP: ppp3 rcvd [IPCP ConfAck id=0x2 <addr 61.68.53.60> <ms-dns1 203.12.160.35> <ms-dns2 203.12.160.36

 

What I have noticed the Arris modem loses the bottom green light (Online) and then eventually restarts itself.

 

I had called the TPG support on sunday (14th of April) and they arranged for an NBN technician to come today, April 17th. He checked the line and said everything is good. He ran a few tests and said  everything has passed. He re-adjusted some of the cabling outside the house just in case that was the problem. After he left, the connection was good for about 8 hours and then it dropped out again twice in a row.

 

Can you please tell me what we need to do next to sort this out? I really would like a stable NBN connection. 

 

I can be contacted on my mobile number at any time.

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2 ACCEPTED SOLUTIONS

Accepted Solutions
Joseph_D
Moderator Moderator
Moderator
‎19-04-2019 11:06 AM

@theayguns the connection is stable for more than 40 hours.

 

The onsite NBN tech sent last Wednesday afternoon replaced the optical receiver which had an issue on the Node.

 

Let us know if you would need further assistance.

Cheers,
Joseph D

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theayguns
Level 2
Level 2
‎19-04-2019 11:49 AM
Thank you for support TPG. You have been great from the time of NBN order, to installation, to troubleshooting my dropout issues and communication with me all the way.

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Ahra_G
Moderator Moderator
Moderator
‎18-04-2019 11:35 PM

Hi @theayguns, 

 

Welcome to the Community! 

 

Apologies for the trouble this is causing you. I've managed to locate your account using your Community details and have seen that the issue has now been raised to our Engineering Team. 

 

I'll chase this with their team tomorrow to see what's our next step with the lodged fault and check the report from the technician.

 

I'll arrange a contact to be made between 11AM - 12NN SYD. 

 

 

Regards,

Ahra_G

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Joseph_D
Moderator Moderator
Moderator
‎19-04-2019 11:06 AM

@theayguns the connection is stable for more than 40 hours.

 

The onsite NBN tech sent last Wednesday afternoon replaced the optical receiver which had an issue on the Node.

 

Let us know if you would need further assistance.

Cheers,
Joseph D

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theayguns
Level 2
Level 2
‎19-04-2019 11:49 AM
Thank you for support TPG. You have been great from the time of NBN order, to installation, to troubleshooting my dropout issues and communication with me all the way.
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