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FTTB frequent short dropouts

Level 1d

My fttb connection has been remarkably stable for the last two years.

However, since getting a new modem from TPG (TPLink) I frequently (many times a day) get a message when switching to a new web page that I have no internet. When I click on 'reload' it usually (90% of the time) immediately reconnects.

Any issues from TPG's end?

18 REPLIES 18
Moderator

Hi @patrickm, we have checked the status of your service and we are not detecting any fault on the line or network that may affect the stability of the connection.

 

In fact, the modem shows connected for almost 3 weeks now.

 

Are you connecting all your devices via Wi-Fi? We are suspecting that this is a wireless drop outs issue and we recommend having a read of these community articles, which can help improve the performance of the Wi-Fi connection.

 

Easy Steps to Improve Wi-Fi Connection In Your Home

 

https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...

 

Wi-Fi troubleshooting steps - No Internet/Connection

 

https://community.tpg.com.au/t5/Featured-Articles/Wi-Fi-troubleshooting-steps-No-Internet-Connection...

 

Wireless Channel on your modem - what is it and why should I change it?

 

https://community.tpg.com.au/t5/Featured-Articles/Wireless-Channel-on-your-modem-what-is-it-and-why-...

 

Before you follow the tips in the article we have provided above, we recommend that you switch the modem off and on just to refresh the connection.

 

If you're still having issues, you can PM us your best contact number and most convenient time to receive a call so we can have a technical specialist contact you for assistance.

 

To send a PM, please refer to this link: How do I private message (PM) in the community - TPG Community

Level 1d

Thank you for your message.

I am not connect by wifi; I am connected by ethernet.

My partner who is using wifi has not experienced the dropouts.

Here is an extract from my NetUptime log which shows how brief the dropouts are. They are not a big problem to me; I was just concerned that something might be wrong on the connections.

____________________________________________________________________

______________________________________________________________________

NetUptime log extract:

07/03/2019 11:54:20 Log Start
---------------------------------------
Failure Start Length
07/03/2019 13:22:50 0:00:04
---------------------------------------
07/03/2019 13:23:38 Log End
Monitor Duration 1:29:17
Failure Summary:
Count 1
Total Downtime 0:00:04
% Downtime 0.08
Minimum Length 0:00:04
Maximum Length 0:00:04
Average Length 0:00:04
=======================================

=======================================
08/03/2019 06:57:05 Log Start
---------------------------------------
Failure Start Length
08/03/2019 07:26:59 0:00:03
---------------------------------------
08/03/2019 07:27:22 Log End
Monitor Duration 0:30:15
Failure Summary:
Count 1
Total Downtime 0:00:03
% Downtime 0.20
Minimum Length 0:00:03
Maximum Length 0:00:03
Average Length 0:00:03
=======================================

=======================================
08/03/2019 08:54:20 Log Start
---------------------------------------
Failure Start Length

_________________________________________________________________

________________________________________________________________

 

Thanks again for your message.

Best wishes

Patrick

Level 1d

Hello again Reizl.

I have just done a series of M-Lab speed tests during which I had several short dropouts.

Here are the results of those tests:

 

Results
Test Server Sydney, AU
Download 1.01 Mb/s
Upload 27.21 Mb/s
Latency 78 ms
Retransmission 0.00%

Results
Test Server Sydney, AU
Download 24.38 Mb/s
Upload 27.19 Mb/s
Latency 77 ms
Retransmission 0.00%

Results
Test Server Sydney, AU
Download 30.62 Mb/s
Upload 27.24 Mb/s
Latency 77 ms
Retransmission 0.01%

Results
Test Server Sydney, AU
Download 0.69 Mb/s
Upload 27.21 Mb/s
Latency 78 ms
Retransmission 0.00%

_________________________________________________________

 

As you can see, my download speeds are not very good; previously I have been getting 90Mbs or more on download. Also, latency has increased; it used to be about 15 ms. Upload speeds seem to be unaffected.

If  you want to contact me, the best number is 0466 243 424.

Best wishes

Patrick

Moderator

Thanks for the additional info, @patrickm. Is this the speed on a device connected via ethernet cable? Can you also try to check the speed using only one device connected via Wi-Fi?

 

 

Please also run a speed test here: https://www.speedtest.net/.

 

This is just for comparative testing. We'll wait for your response. Thank you.

Level 1d

Thanks Riezl.

Yes. my device is connected by ethernet cable and is less than 1 m from the router.

Here is the result of a speedtest.net:

Result ID
 
 PING ms
15
 DOWNLOAD Mbps
94.10
 
 UPLOAD Mbps
29.64
 
Which is much better figures than the M-Lab result taken immediately afterwards:
Also, during the M-Lab test my connection dropped out again.

 


Many thanks again.

Patrick

Moderator

It would be best to check the speed using the link we have provided, @patrickm.

 

With regard to the drop out, you may try to use a different ethernet cable or connect the ethernet cable to a different LAN port on the modem.

Highlighted
Level 1d

I have connected my ethernet cable to a different LAN port on the router and done another test on speedtest.net.

Good results but the connection dropped out again during the speed test.

Best wishes

Patrick

Moderator

Are you able to check the light status on the modem whenever the connection drops?

 

How about the computer's network icon? Is there any changes whenever the issue happens?

Level 1d

I will watch next time there is a dropout.

Meantime, the dropouts have been coming thick and fast. Here is an extract from the log of the last few minutes:
08/03/2019 13:11:17 Log End
Monitor Duration 0:51:07
Failure Summary:
Count 4
Total Downtime 0:00:20
% Downtime 0.65
Minimum Length 0:00:03
Maximum Length 0:00:08
Average Length 0:00:05
=======================================

=======================================
08/03/2019 13:52:44 Log Start
---------------------------------------
Failure Start Length
08/03/2019 13:55:51 0:00:03
08/03/2019 13:58:27 0:00:03
08/03/2019 14:00:49 0:00:03
08/03/2019 14:01:37 0:00:03
08/03/2019 14:03:15 0:00:03