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Burlo1984
Level 3: Gumshoe

Constant NBN FTTN dropouts

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Hi there My Telstra FTTN NBN connections drop at least twice each and every hour. Just this weekend in 36 hours alone, I have had 72 disconnections. I like ~500m from my node and only 8 KMs from Perth city in a newish house. To troubleshoot I have: Rebooted my modem Replaced my modem Removed all filters/other devices using the phone line Tried the stability profile Had Telstra tech check my internal phone cabling Replaced all my internal phone cabling anyway with professional licensed cabler anyway (at my own cost, to be especially sure it is not my issue) Raised MANY Telstra support cases Raised MANY NBN support cases Raised a TIO support case. And yet, after 4 months of this this is still the turkey internet I have to put up with. I'm techny. It's clearly an issue with the line to the property or the node. But getting a human being out to the property seems like an exercise in total futility. Modem stats: DSL Type VDSL2 DSL Mode Fast Maximum Line rate 24.82 Mbps 71.05 Mbps Line Rate 22.6 Mbps 54.99 Mbps Output Power 7.9 dBm 14.4 dBm Line Attenuation 7.0, 31.1, 47.5 dB 15.5, 39.6, 60.4 dB Noise Margin 7.7 dB 11.4 dB Can somebody PLEASE help me get this sorted once and for all? And WHY WHY WHY did I sign up on a 24 month contract with Telstra internet... Kind regards Dave
1 ACCEPTED SOLUTION

Accepted Solutions
Burlo1984
Level 3: Gumshoe
Accepted Solution

Re: Constant NBN FTTN dropouts

Hi all

Quick update - I'm happy to report that my issue is now FIXED!

Internal (not contractor) NBN Techs identified an issue with my connection at the pillar. The technicians have double jumpered my connection to resolve.

I'm a happy man!

Kind regards

Dave

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23 REPLIES
Level 20: Director
Level 20: Director

Re: Constant NBN FTTN dropouts

I'll leave it up to one of the guru's but one thing I noticed in your post is you were saying you "removed all filters". With FTTN you don't need any filters to don't put them back.
Mmmmm... hot pineapple donut and a coffee!
Level 23: Superhero
Level 23: Superhero

Re: Constant NBN FTTN dropouts

How long has it been since the TIO case was lodged? It takes a while for these cases to be resolved. In the mean time keep a record of all drop outs and conversations with Telstra and NBN Co.

If you have had the house wiring checked, removed the filter, disconnected devices connected to other phone sockets and replaced modem it has to be a problem with street cabling or Node. A good indication of problems with the line is indicated by DSL diagnostics information in the modem (Advanced > Broadband > DSL Diagnostics). Any drops would be indicated by Link retrain counts.

Burlo1984
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Thanks Ozmoz. Yes I've done some reading and come to the understanding that lightning surge filters are no longer suggested or required, so I removed them from my incoming phone line. That was months ago though, and hasn't happened fix the problem.

Kind regards

Dave
Burlo1984
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Thanks for the reply cf4.

I logged the TIO case only a week ago after trying with Telstra support and NBN to resolve this problem for months. You're right, obviously more time is needed.

My DSL diagnostics, as you suggested to check, look quite dire. 30 link retrains and the modem hasnt even been up for long and virtually all of the other error indicators are NOT 0/0 and very high in number.

Will continue to push this through support and hope I can get some positive progress.

My main concern is, is this just life on an inferior NBN technology? (FTTN) I'm on the 50 Mb speed plan. Is it even possible to maintain a solid and reliable link at this speed rate when you're 500m from the node?
Level 23: Superhero
Level 23: Superhero

Re: Constant NBN FTTN dropouts

Yes it is possible on FTTN to maintain a reliable and speed of at least 40/15 with no drop outs when 500M from Node.
I am 750 M in Cable distance (300 Meters direct) and get a constant 42/13 Link speed with no drop outs in the 16 months I have been connected. The only errors I see are lots of FEC a few CRC, ES and SES but no Link retrain counts or other errors.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Constant NBN FTTN dropouts

One of the most common reason for continual dropouts on FTTN is a faulty connection at either the pillar or node. It's a quick 5 minute fix by NBNCo if that's what the problem is, all they do is reterminate the connection.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 23: Superhero
Level 23: Superhero

Re: Constant NBN FTTN dropouts

It might take only 5 minutes to re terminate a faulty connection if on a krone block in a pillar or Node but it will take much longer faulty connection is in pit. Most of the time would be spent finding the faulty connection.
Burlo1984
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Thanks cf4 you are a Superhero. Will keep this thread updated. The hard bit seems to be getting NBN to actually send a human being out.
Burlo1984
Level 3: Gumshoe
Accepted Solution

Re: Constant NBN FTTN dropouts

Hi all

Quick update - I'm happy to report that my issue is now FIXED!

Internal (not contractor) NBN Techs identified an issue with my connection at the pillar. The technicians have double jumpered my connection to resolve.

I'm a happy man!

Kind regards

Dave
Tyrus
Level 2: Rookie

Re: Constant NBN FTTN dropouts

Man, how did ou get them to escalate to a field tech?  I've been having the same issues for 6 months now and 4 modems later and too many hours on the phone jumping though hoops it is still happening.   How did you request "double jumpering"?  Sounds like what i need.  

If I have to talk to one more service rep, that starts the whole "have you rebooted your modem" and "what coloured lights do you see" one more time.... /wrists

Below are my DSL diags....   4,500 secs UAS (11 dropouts) so far today and it hasnt hit the busy period yet. 

Please help.....

 

 Capture.JPG

Burlo1984
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

I know your pain, Ive been there mate.

I followed the process, to the letter, listed in this Whirlpool article (got all the way to TIO):

http://whirlpool.net.au/wiki/nbn_complaint_guide

Good luck
RoberfromCairns
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Same with me in Cairns ... FTTN connection dropouts all the time ... gets a bit depressing after a while.
Level 20: Director
Level 20: Director

Re: Constant NBN FTTN dropouts


@RoberfromCairns wrote:
Same with me in Cairns ... FTTN connection dropouts all the time ... gets a bit depressing after a while.

@RoberfromCairns Have you done anything about it?

Mmmmm... hot pineapple donut and a coffee!
RoberfromCairns
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Yes ... today I did an online chat with Telstra who switched me over to NBN ... they are monitoring my line over the next 24 hours ... I find online chat far better than voice telephone communication because I find it really difficult to understand what the person at the call centre is saying. I am hearing impaired.

 

This morning dropping out was especially bad. If there are no line dropouts tomorrow morning, then I suppose I might look a bit silly, but may it continue trouble free. If there are dropouts tomorrow then they will be recorded.

Level 20: Director
Level 20: Director

Re: Constant NBN FTTN dropouts


@RoberfromCairns wrote:

Yes ... today I did an online chat with Telstra who switched me over to NBN ... they are monitoring my line over the next 24 hours ... I find online chat far better than voice telephone communication because I find it really difficult to understand what the person at the call centre is saying. I am hearing impaired.

 

This morning dropping out was especially bad. If there are no line dropouts tomorrow morning, then I suppose I might look a bit silly, but may it continue trouble free. If there are dropouts tomorrow then they will be recorded.


@RoberfromCairns Let us know how you get on? I understand your issues with voice telephone communication. I'm not hearing impaired, and I at times have issues understanding some of those oversea's call centers, and that's on a good day.

 

When you get someone locally to talk to at Telstra it's like winning the lotto (Probably the same odds too)  :-)

Mmmmm... hot pineapple donut and a coffee!
RoberfromCairns
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

During 24 hours monitoring up to midday today there was one dropout. Good. 

 

Got a phone call this afternoon to tell me the results of the monitoring and they said the connection was stable, which it has been, and that monitoring would continue.

 

I hope the connection will continue to be stable.

 

One unusual thing though was that about midday all the lights on the smart modem went off except the power light which went from green to grey. It has never happened on the modem like that before. I did a paperclip reset and all the green lights came back on again. Now everything is continuing ok. 

Level 23: Superhero
Level 23: Superhero

Re: Constant NBN FTTN dropouts

The rebooting of the Smart Modem might have been due to a firmware update.
Bazza16
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

For the last 2 months I was having dropout issues. After 1 modem change, NBN line specialists clearing the linee and today a Telstra tech visiting my home, I have been advised that NBN says 5 dropouts a day are an acceptable service standard for NBN. Can anyone confirm that this is true?
Level 20: Director
Level 20: Director

Re: Constant NBN FTTN dropouts


@Bazza16 wrote:
For the last 2 months I was having dropout issues. After 1 modem change, NBN line specialists clearing the linee and today a Telstra tech visiting my home, I have been advised that NBN says 5 dropouts a day are an acceptable service standard for NBN. Can anyone confirm that this is true?

Apparently yes. 

 

They need to move you to a stable profile to try and improve that, but it will drop your speed.

 

I'm not sure if Telstra can change the profiles yet or if it has to go via NBN Assurance?

Mmmmm... hot pineapple donut and a coffee!
Bazza16
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

i have had a stability profile put on a month ago. had a new modem about 45 days back. A telstra tech in yesterday. Multiple NBN techs confirming nothing wrong with the line. All this is fine. I agree Telstra has done all it can do. My question though does the NBN customer charter say that upto 5 dropouts per day is acceptable as an NBN service standard. Thtas what Telstra has told me
Level 20: Director
Level 20: Director

Re: Constant NBN FTTN dropouts


@Bazza16 wrote:
i have had a stability profile put on a month ago. had a new modem about 45 days back. A telstra tech in yesterday. Multiple NBN techs confirming nothing wrong with the line. All this is fine. I agree Telstra has done all it can do. My question though does the NBN customer charter say that upto 5 dropouts per day is acceptable as an NBN service standard. Thtas what Telstra has told me

@Bazza16 I remember reading it ages ago that the NBN Co, not Telstra, consider 5 drop-outs a day acceptable for a home broadband service. They copped a fair bit of flack for it, but I don't think it went any further than that. 

 

Maybe someone else can shed more light on it?

 

Mmmmm... hot pineapple donut and a coffee!
Level 22: Superhuman
Level 22: Superhuman

Re: Constant NBN FTTN dropouts

Generally speaking NBN co require 6 Drops in 24 hours for a fault and for the modem to be less than 6 months old or for the drops to occur on two different modems to rule out customer equipment causing the fault.
For Official Support start a Secure Chat Here, try the Online Troubleshooter or Raise a Complaint.

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Bazza16
Level 3: Gumshoe

Re: Constant NBN FTTN dropouts

Thanks guys I guess will take it with a pinch of salt. Atlaest i know for sure that telstra did all they could

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