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FTTB frequent short dropouts

Moderator

Thanks for this, @patrickm. We'd like to know if this is an equipment or network issue, thus we are asking the light status of the modem whenever the connection drops.

 

Please keep us posted. Thank you.

Level 1d

The light status of the modem does not change. The network icon on the computer sometimes shows 'no internet' but only very briefly.

YOu can see from the UpTime logs I've sent that the disconnections are generally very short - but they do occur and do disrupt  what I am doing.

Here is the log again:

08/03/2019 14:29:29 Log End
Monitor Duration 0:36:44
Failure Summary:
Count 5
Total Downtime 0:00:18
% Downtime 0.84
Minimum Length 0:00:03
Maximum Length 0:00:03
Average Length 0:00:03
=======================================

=======================================
08/03/2019 14:30:25 Log Start
---------------------------------------
Failure Start Length
08/03/2019 14:44:40 0:00:01
08/03/2019 14:45:11 0:00:01
08/03/2019 14:49:23 0:00:01
08/03/2019 14:49:52 0:00:01
08/03/2019 14:55:17 0:00:01
08/03/2019 15:18:52 0:00:01
08/03/2019 15:21:57 0:00:01
08/03/2019 15:22:45 0:00:02
08/03/2019 15:32:16 0:00:01
08/03/2019 15:40:15 0:00:01

 

Moderator

Hi @patrickm, can you do a continuous PING and Traceroute on the modem and any websites?

 

Please send the test results via private message.

 

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

Level 1d

 

 

sorry Reizl.

I don't know how to do PING or Traceroute.

Moderator

Oh! Not a problem, @patrickm.

 

Here's a guide on how you can perform a Ping and Traceroute test.

 

I. CONTINUOUS PING:

  • To conduct a continuous ping, ensure that none of your other PCs are doing internet activity.
    • Open up the command prompt of one of your PCs.
    • Then kindly conduct ping tests to the following:
       
      • Modem Gateway (depending on the make&model of the modem, example: 192.168.1.1)
        Command: ping 192.168.1.1 -n 1000
      • Google website: google.com
        Command: ping google.com -n 1000

 

  • Wait for the test to finish and for the PING STATISTICS, found at the end, to show up.
  • Just send us a screenshot or a copy of the PING STATISTICS via private message.

 

  II. TRACEROUTE

  • To conduct a trace route,
    • On your command prompt, type "tracert <URL of website>".
      • Google website
        Command: tracert google.com

 

  • Wait for the traceroute to finish and take a screenshot of the results.

 

  III. SPEED TESTS:

  • For speed tests, please run the speed tests at the TPG website, found here:  http://www.tpg.com.au/support/speed_test.php 
  • Please just get a screenshot after the test is complete.
  • Please don't forget to indicate the timestamps for these tests.

We'll wait for the results via PM. Thank you.

Level 1d

I have tried various things over the weekend.

I have changed my etthernet cable; I have changed my modem; I have connected by wifi. But still the dropouts happen.

Is it possible that there is something wrong with the modem?

Using my old modem the dropouts were less frequent but still occcured.

Some help would be appreciated.

Thanks.

 

Moderator

Thanks for the info, @patrickm. Have you also tried using a different computer?

Level 1d

Yes I have tried another computer with the same results: frequent short dropouts.

Highlighted
Moderator

Hi @patrickm

 

This could be a possible modem issue, but mainly in ethernet connection. Have you tried resetting the modem to factory settings already? If not, please perform a reset. You can use the reset button at the back of the modem.

 

Once the modem has been reset, normally, it automatically configures the settings on its own. In the event that it does, you will need to manually configure the modem for it to work again. You can follow this link on how to configure the modem. Please use the guide for NBN FTTN/FTTB.

 

Regards,