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george7 · ‎16-05-2020

The 4th NBN engineer came and checked the cables. Instead of just performing a health check from his device he also looked at the infrastructure on the street. He said that a lot of HFC is 10-20 year old cabling as this is typically used by Foxtel/Cable users. He replaced some connectors from the street side which appeared to be very old. That was a week ago, haven't had a dropout since. Fingers crossed.

george7 · ‎06-05-2020

Support has gone quiet. No indication that we are receiving a replacement router or modem. Still getting dropouts frequently most days. Have logged another fault with support, ticket 10477201.

george7 · ‎23-04-2020

Okay we will wait for the router and advise from there. Would appreciate if you could PM me which address this is getting sent to and any info on delivery tracking. Thanks

george7 · ‎23-04-2020

Second NBN technician came out today to assess the connection. He told me that the lines are fine and that we could try attach an attenuator to the line in the event we have a drop out. I was absolutely bewildered. The last technician said that the issue was caused because there was an attenuator on the line, contradictory to previous advice. Either way, tech is saying that our line is in the acceptable dB range. As I've said repeatedly, when we have the dropouts we only lose the internet light from the router. Lights on the NBN box are fine. Is this not an issue then with the router? @PeterW please advise. I'm hoping for a reply on here as your support chat is useless. Cannot get a response at all. Is there no support portal I can manage open tickets from?

george7 · ‎21-04-2020

Another thing to note is that whenever the internet drops out so does our home phone – does not call out to any numbers.

george7 · ‎21-04-2020

"Your modem has lost its settings and needs to be re-configured" – No, it hasn't lost any settings. The upstream connection drops and then it can't assign an IP. If the settings were lost from the router then we wouldn't have any connectivity at all, period. I performed the reset anyway and reconfigured, as expected it did nothing. I also tried resetting the NBN box and changing the ethernet cable for a sturdior Cat 6 cable – did nothing. The dropouts are still occurring. We're now 2 weeks into the NBN with a flaky connection and it's causing issues for everyone working from home. 3 Dropouts this morning, last dropout occurred around 10:20am. I want this escalated, this is unnacceptable. @PeterW please advise.

george7 · ‎18-04-2020

A couple hours after NBN tech left internet started dropping out again – more ppp3 errors in logs. Last dropout occurred at 12:11pm. Please see attached. As I've mentioned before often when the dropouts occur only the Internet light on the Archer router goes out. All the other lights including those on the Arris box are fine. Is it possible this is an issue with the new Archer 1600 router TPG has provided? We need this resolved ASAP as we're all working from home. @PeterW please advise.

george7 · ‎18-04-2020

NBN Technician came out today and discovered there was a fault with the lines. Previous tech who performed the install had attenuated the signal by several dB which was putting us slightly off the optimal range. Lines are now reading good according to tech. I will monitor the internet over the next week to confirm. Hopefully there will be no further issues.

george7 · ‎17-04-2020

@PeterW yes we're using 5Ghz WiFi, our speeds are fine and connection to the gateway is stable – the issue is our internet keeps dropping out randomly. It's dropped out on us so many times this morning to the point we're just relying on our mobile data. I've no idea what tests you're doing but obviously it's not checking the uptime of our connection. We will wait for the technician to test the lines and advise from there.

george7 · ‎17-04-2020

@PeterW unfortunately this has not resolved the issue. Just had another dropout this morning at 9:27am, please see attached. Please escalate this across for follow up. We received a message on the ticket that an onsite technician would be coming this weekend - would appreciate if you could confirm this.

george7 · ‎16-04-2020

"Thanks Tom, I can see the problem is with your NBN box (Arris box) as you should have 4 lights on. Before I escalate this across I would like you to do are hard reset of the NBN box by inserting a paperclip or similar into the tiny hole at the rear of the box. Hold it in firmly until all of the lights go off ( about 20-30 sec) then remove the paperclip. Wait for the NBN box to reboot with all 4 lights. Please let me know how you go." I've performed the reset on Arris box and will continue to monitor the connection this afternoon.

george7 · ‎16-04-2020

Hi Peter, Yes right now the internet is back on but it has dropped out three times today: 9am (~10min), 10:20am (~12min), 11:19 (~11min). This is an intermittent issue but it's causing a lot of pain as it is random. We've had work calls over VOIP dropping out because of these random drops. When the dropout occurs the router loses the internet light per below image. The NBN box will sometimes flicker on downstream, upstream and online lights too.

george7 · ‎16-04-2020

I've PM'd you the requested details.

george7 · ‎16-04-2020

We recently had NBN installed on the premises on April 7th. The speeds have been as expected but we've had significant issues with the reliability of our connection. Dropouts have been hapening frequently every day and can range from 1-15 mins. We also had a bigger dropout yesterday at around 3:20pm which lasted over an hour. These dropouts are majorly affecting our ability to work from home, really dissastisfied with the service so far. When the dropout happens connection to the gateway is still fine but we cannot ping out. The internet light on our Archer VR1600v router goes out and on occasion lights on the NBN modem will also flicker. When checking from the TP link GUI I can see Internet Status as 'Disconnected' and it prompts: "Please check if your phone cable is properly connected." In the system log on the router I can see a bunch of PPP errors when the dropout occurs, as well as error 'EWAN link down'. I've tried reseating all the cables but the issue persists. Symptoms look similar to several other posts including: https://community.tpg.com.au/t5/Broadband-Internet/NBN-HFC-Drop-outs/td-p/26558 After battling for over an hour we managed to open a ticket yesterday but are yet to receive a response back (ticket # 10422735). Please advise. As I'm writing this we experienced another dropout at ~11:20am.

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About george7

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NBN HFC Dropping Out