CrowdSupport®
Level 2: Rookie

Constant cable dropouts Telstra Gen 2 Smart Modem

Hi all

I am a complete novice to how to troubleshoot our cable broadband. I've followed all the advice on the Telstra website.

We have only been connected to Telstra cable for 3 days. I was advised by our previous ADSL+ provider, TPG to move over to cable as it could provide a more stable and continuous internet connection. We have lived in this area for 6 months and had constant ADSL dropouts because of the phone line (I think, I'm not entirely sure) but I couldn't fault TPG's customer service and technical support- always excellent and I was a customer for 5 years. 

However, I cannot get a straight answer about the constant dropouts with our new modem and Telstra cable connection. It will drop out 5-10 times (sometimes more) every HOUR. All lights are green and but we can't get online or if we are online, several devices are not.

My kids can't get through a single episode of ANYTHING on Netflix without a disconnection. I can't seem to connect my Chromecast either. I work from home and it is very frustrating. We have a technician booked for the 11th January but what steps can I take from here to ensure / improve stability / connection (without having to reset the modem every 15 - 30 min)?

I have called Telstra several times and the customer service has varied from good to poor and I'm not keen to call again. Any help would be appreciated.

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6 REPLIES 6
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Level 23: Superhero
Level 23: Superhero

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

Please post your modem RF stats:
On a Cable Home Network Gateway
(CG3100D):
http://192.168.0.1/ > Connection (Under Maintenance)

On a Cable Gateway Max
(C6300BD):
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings

On a Cable Adapter
(CM450):
http://192.168.100.1/ > Broadband Connection > Connection Settings

Default Username/password: admin/password
You're looking for Frequencies, Power Levels, SNR, etc

Are the tests being run via Ethernet or WiFi?
Are they being run during peak times (E.g 3PM-12AM)

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

Thanks for the reply. Again, I'm a complete novice so hopefully this is what you're looking for: Tests are run over WiFi and during peak times (although dropouts occur throughout the day). Also, it is normal that not all devices are connected to the WiFi? My laptop is, the iPad but not the smart TV or my husband or my mobiles. Please advise what I can do next, Thanks Downstream Bonded Channels Lock Status Modulation Channel ID Symbol Rate (sym/sec) Frequency (Hz) Power (dBmV) SNR (dBmV) DOCSIS Locked Locked QAM256 1 6952000 sym/sec 359000000 Hz -8.8 dBmV 39.4 dB EuroDOCSIS Locked QAM256 2 6952000 sym/sec 367000000 Hz -8.4 dBmV 40.2 dB EuroDOCSIS Locked QAM256 3 6952000 sym/sec 375000000 Hz -9.5 dBmV 39.0 dB EuroDOCSIS Locked QAM256 4 6952000 sym/sec 383000000 Hz -10.9 dBmV 38.5 dB EuroDOCSIS Locked QAM256 5 6952000 sym/sec 391000000 Hz -10.1 dBmV 38.9 dB EuroDOCSIS Locked QAM256 6 6952000 sym/sec 399000000 Hz -9.9 dBmV 39.1 dB EuroDOCSIS Locked QAM256 7 6952000 sym/sec 407000000 Hz -10.4 dBmV 38.6 dB EuroDOCSIS Locked QAM256 8 6952000 sym/sec 415000000 Hz -11.7 dBmV 33.9 dB EuroDOCSIS Upstream Bonded Channels Lock Status Modulation Channel ID Symbol Rate (Ksym/sec) Frequency (Hz) Power (dBmV) Locked ATDMA 50 5120 Ksym/sec 49000000 Hz 54.8 dBmV Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Current System Time : Wed Jan 02 08:23:18 2019
Highlighted
Level 2: Rookie

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

Highlighted
Level 2: Rookie

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

All of your wifi devices should be able to connect at the same time. Looks like there may be a fault with your cable connection, the tech coming out should be able to fix that. If you've had the cable connection for a while but not used it due to adsl its it's likely there is a fault with it that hasnt been reported before.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Constant cable dropouts Telstra Gen 2 Smart Modem

Thank you so much, I really appreciate your response. Honestly, you are the first person to have even suggested anything by way of explanation apart from advising I turn the modem on and off innumerable times a day!

We've literally only had cable for 3 days and the adsl was incredibly patchy which is why we switched to cable in the first place so hoping all can be fixed when the technician is out. Thanks again!

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