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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Please post your modem RF stats:
On a Cable Home Network Gateway
http://192.168.0.1/ > Connection (Under Maintenance)
On a Cable Gateway Max
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings
On a Cable Adapter
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)