FTTB disconnects daily (Timeout waiting for PADO packets)

[Chris6]

My internet seems to get disconnected roughly once a day.

I see the following in the logs around the time it happens:

ID Time Type Level Log Content

1	2021-05-02 15:09:27	PPP	Error	ppp1
2	2021-05-02 15:09:27	PPP	Error	ppp1 Timeout waiting for PADO packets
3	2021-05-02 15:08:30	PPP	Error	ppp1
4	2021-05-02 15:08:30	PPP	Error	ppp1 User request
5	2021-05-02 15:08:25	PPP	Error	ppp1 LCP down
6	2021-05-02 15:08:25	PPP	Error	ppp1 User request

My modem/router is: Firmware Version:1.1.0 0.9.1 v5006.0 Build 200826 Rel.77218n Hardware Version:Archer VR1600v v2 00000000

My DSL status is:

DSL

Line Status:

DSL Up Time:

DSL Modulation Type:

Annex Type:

  Upstream Downstream

Current Rate (kbps)	25155	91335
Max Rate (kbps)	29904	91362
SNR Margin (dB)	6.4	6.4
Line Attenuation (dB)	1.5	2.8
Errors (pkts)	7095	43785

I have noticed the Errors (pkts) typically shows a value when I would expect both values to be 0. 

I have TPG fibre to the building and switched form TPG NBN about 6 months ago

[BasilDV]

Hi @Chris6

Thanks for raising this with us and we apologise for the inconvenience.

We'd like to look into your account for better understanding of the situation.

Please send me a PM with your TPG username or customer ID number to assist you accordingly.

BasilDV

[Chris6]

I'm trying to reply privately but I get the message: "You have reached the limit for number of private messages that you can send for now. Please try again later."

-----

Hi,

It happened against about 6 hours ago:

DSL Up Time: 0 days 6 hours 8 minutes

ID Time Type Level Log Content

1	2021-05-05 18:11:19	PPP	Error	ppp1
2	2021-05-05 18:11:19	PPP	Error	ppp1 Timeout waiting for PADO packets
3	2021-05-05 18:10:22	PPP	Error	ppp1
4	2021-05-05 18:10:22	PPP	Error	ppp1 User request
5	2021-05-05 18:10:17	PPP	Error	ppp1 LCP down
6	2021-05-05 18:10:17	PPP	Error	ppp1 User request

Do you have any records from the time this happened on your side? 

Could you send me the information you do have for my line at this time?

[Riezl]

Hi @cdavies402 , we can see that our Technical Team tried to contact you, but to no avail. We have forwarded your message and advised the assigned Technical Specialist to process a callback. Kindly await a call within the day. 

[Chris6]

This issue has been resolved.

I've emailed & spoken to TPG technical support multiple times, they've visited the proprty and found nothing wrong with the line.

They also replaced the modem however the same issue continued to happen.

Eventually they said it was normal for it to disconnect up to 3 times a day and that they don't consider it to be a problem if it drops out 3 or fewer times per day.