New NBN 100 HFC connection - constant dropouts

[lunchbox99au]

Final update. My connection has been stable since the NBN tech visit and my speeds are nearly maximum for 100/40. TPG have now closed my case.

Thanks TPG and NBN... great stuff!!

[Ahra_G]

We are very pleased to know that everything has been sorted now, @lunchbox99au! 

Should any assistance arise, please don't hesitate to contact us again. 

Cheers! 

[ajmhendriks]

I'm having the exact same problem with the installation that was done this Monday 16/03/2020.

Could you please check on your end and come back with a proposal to fix this.

This makes working from home with the current COVID-19 policies from our work a lot harder.

[Ahra_G]

Hi @ajmhendriks, 

We're sorry about the difficulty reaching our support centre. Due to precautionary measures to protect our staff from the COVID-19 outbreak, TPG’s telephone support team members are transitioning to working from home. We appreciate your patience as you may experience longer wait times.TPG customer support channels during COVID-19 outbreak

We stand firm with our commitment to provide support to our customer while keeping our representatives' safe. 

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.

Check our Service Status page for any known outages.

If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage

We have detected that your internet is now working. Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.

Regards,

Ahra_G

[ajmhendriks]

On the Friday that week our connection completely dropped. Only having the Online LED blink on the NBN box while the other 3 LEDs remained off. I also received an SMS from TPG that the connection was down in our area.
Once it came back the problem with dropouts we were experiencing seems to have been fixed.

[ajmhendriks]

Unfortunately, we are still experiencing problems with our new internet connection. This evening particularly annoying as the dropouts happened during a Zoom meeting.

The logs showed the following:

log (7).txt:2020-03-23 18:32:38 [5] System: EWAN link down
log (7).txt:2020-03-23 18:32:47 [5] System: EWAN link up 1000 mbps
log (7).txt:2020-03-23 18:32:51 [5] System: EWAN link down
log (7).txt:2020-03-23 18:33:02 [5] System: EWAN link up 1000 mbps
log (7).txt:2020-03-23 19:24:26 [5] System: EWAN link down
log (7).txt:2020-03-23 19:24:35 [5] System: EWAN link up 1000 mbps
log (7).txt:2020-03-23 19:24:40 [5] System: EWAN link down
log (7).txt:2020-03-23 19:24:51 [5] System: EWAN link up 1000 mbps

log (8).txt:2020-03-23 20:00:58 [5] System: EWAN link down
log (8).txt:2020-03-23 20:01:06 [5] System: EWAN link up 1000 mbps
log (8).txt:2020-03-23 20:01:12 [5] System: EWAN link down
log (8).txt:2020-03-23 20:01:23 [5] System: EWAN link up 1000 Mbps

The times indicated are 1 hour earlier than they happened. Connection has been really unstable tonight.

Please help us fix this issue, so we can continue to work from home.

[ajmhendriks]

Hi @Ahra_G,

Last night the connection dropped again during a zoom meeting and this morning we already had this list of dropouts:

log (10).txt:2020-03-25 06:34:00 [5] System: EWAN link down
log (10).txt:2020-03-25 06:34:10 [5] System: EWAN link up 1000 mbps
log (10).txt:2020-03-25 06:34:14 [5] System: EWAN link down
log (10).txt:2020-03-25 06:34:25 [5] System: EWAN link up 1000 mbps
log (10).txt:2020-03-25 08:04:02 [5] System: EWAN link down
log (10).txt:2020-03-25 08:04:10 [5] System: EWAN link up 1000 mbps
log (10).txt:2020-03-25 08:04:15 [5] System: EWAN link down
log (10).txt:2020-03-25 08:04:26 [5] System: EWAN link up 1000 mbps

Please let me know if there is any sort of logging I can setup on my end to give you more information, so this problem can be fixed.

Also I have tried to reach TPG through chat, but I only get messages that employees are already helping other people and to try again later. I understand you are trying to keep employees safe, but it would be great if you can make sure that customers can still reach you. Some simple ideas like getting a better chat tool with a queue and showing people how long they might have to wait. Or maybe even hiring more people. In the current situation, it would be a great help as there are a lot of people without jobs and more people are relying upon your internet connection to stay in their job.

Kind Regards,

Xander

[ajmhendriks]

Hi @Ahra_G 

Though the NBN technician seems to have improved the number of dropouts, our NBN connection is unfortunately still dropping out.

Could you please ask them to come for another visit.

Dropouts since visit:

2020-03-28 01:04:58 [3] PPP: ppp3 LCP down
2020-03-28 01:04:58 [4] PPP: ppp3 LCP down
2020-03-28 01:16:32 [3] PPP: ppp3 LCP down
2020-03-28 01:16:32 [4] PPP: ppp3 LCP down
2020-03-31 10:43:52 [3] PPP: ppp3 LCP down
2020-03-31 10:43:52 [4] PPP: ppp3 LCP down
2020-03-31 13:07:25 [3] PPP: ppp3 LCP down
2020-03-31 13:07:25 [4] PPP: ppp3 LCP down

Can you also please also make sure that we get a discount on our first invoice to compensate for the extra data we had to use on our mobile phones.

Kind Regards,

Xander