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Fi_Can
Level 3: Gumshoe

Intermittent dropouts, audio downstream still working, upstream not working

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Hello! I recently got my cable internet connected to my house. It's only been a couple of weeks at most, but I've been having some trouble. When I play games it's most noticeable (any annoying!).

 

I'll be playing fine, then I'll loose connection with the Steam servers. Steam will disconnect, my voice will no longer transmit on Discord, but the weird thing is I can still hear my friends talking on Discord. They can't hear me during this time but I can hear them just fine. They will even describe what my disconnected avatar is doing. These dropouts last around 15-30 seconds, sometimes a little longer.

 

I've managed to test quickly during a couple of these dropouts and browsing on Chrome will also stop working with an error of "DNS_PROBE_FINISHED_NO_INTERNET", but again it's while I can hear my friends talking in real time. I have no idea what to do here, and it seems like a really odd issue. Perhaps an upsteam problem? Wouldn't explain basic browsing not working though. At least I don't think it would.

 

I'd appreciate any help! Smiley Happy I'm new to this Telstra modem, so if there's logs to look at, please let me know where I can find them too.

1 ACCEPTED SOLUTION

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Fi_Can
Level 3: Gumshoe
Accepted Solution

Re: Intermittent dropouts, audio downstream still working, upstream not working

Thanks for your help Yastiandrie! I believe I have it worked out. 

We still had the old Netgear modem/router plugged in and being used in another room. I looks like there's a clash with DCHP assignments (or something to that effect) which is causing things to fall apart when there's a clash. With the other router turned off, I've had a solid hour or so of no problems. 

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13 REPLIES 13
Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

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 + Gateway Setup
(CM450. You will need to plug directly into the adapter with Ethernet):
http://192.168.100.1/ > Broadband Connection > Connection Settings

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

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

Thanks Yastiandrie,

Here are my connection settings results from the adapter

Connection Settings
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel470000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOKcable_u2_tr2_netgear_docsis3
SecurityEnabledBPI+
Downstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (sym/sec)Frequency (Hz)Power (dBmV)SNR (dBmV)DOCSIS Locked
LockedQAM2562216952000 sym/sec470000000 Hz6.0 dBmV40.8 dBEuroDOCSIS
LockedQAM2562176952000 sym/sec438000000 Hz6.0 dBmV40.8 dBEuroDOCSIS
LockedQAM2562186952000 sym/sec446000000 Hz6.7 dBmV41.3 dBEuroDOCSIS
LockedQAM2562196952000 sym/sec454000000 Hz6.8 dBmV41.4 dBEuroDOCSIS
LockedQAM2562206952000 sym/sec462000000 Hz5.8 dBmV40.3 dBEuroDOCSIS
LockedQAM2562226952000 sym/sec478000000 Hz5.5 dBmV40.3 dBEuroDOCSIS
LockedQAM2562236952000 sym/sec486000000 Hz5.0 dBmV40.0 dBEuroDOCSIS
LockedQAM2562246952000 sym/sec494000000 Hz4.1 dBmV39.5 dBEuroDOCSIS
Upstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (Ksym/sec)Frequency (Hz)Power (dBmV)
LockedATDMA15120 Ksym/sec49000000 Hz41.5 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Current System Time : Tue May 08 08:37:05 2018
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

I had a look at the Event Log while I was there, and there seems to be a number of errors, several critical.
 
Event Log
System Event Log
TimePriorityDescription
 Mon Mar 05 03:56:32 2018   Critical (3)  Telnet user logged out. 
 Time Not Established  Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 24 07:16:23 2018   Critical (3)  Resetting the cable modem due to docsDevResetNow 
 Sat Apr 28 01:16:24 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.1;CM-VER=3.0; 
 Sat Apr 28 01:21:33 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Tue May 01 15:02:56 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.1;CM-VER=3.0; 
 Tue May 01 15:04:09 2018   Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:04:21 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:04:30 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:05:37 2018   Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:05:48 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:07:02 2018   Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:07:12 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:a2;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:08:25 2018   Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:08:36 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.0;CM-VER=3.0; 
 Tue May 01 15:08:44 2018   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Notice (6)  Honoring MDD; IP provisioning mode = IPv4 
 Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.0;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.1;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.2;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.4;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.5;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.6;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.7;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Thu May 03 13:00:22 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Mon May 07 13:30:20 2018   Error (4)  DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

RF status all look fine

The modems logs aren't showing an indication of recent dropouts barring for one on the 1st of May. Looks like you're connected to one of the older cisco ubr's based on the CMTS MAC. Not many of those around these days. Most of them have been replaced by ubr10k's or Arris e6000's. Shouldn't make any difference to you and is just informational

Jumping off the 470mhz control channel may help though (I find 438 or 359 to be more stable). Try removing the co-axial from your wallplate for about 5-10 minutes (If you have FOXTEL plugged into a separate wallplate you will need to remove it as well). After you've plugged the cable back in and allowed for the modem to reconnect, check the stats again and see if the first downstream frequency has changed. This can sometimes take multiple goes

See if that makes a difference

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

Hi @Yastiandrie. Sorry for the slow reply, was visiting family.

I managed to get the 470 channel to change to 438, but I'm still experiencing the same problems. Regular dropouts from servers making it only usable for a few mins at a time. 

 

Since resetting and testing it again, these errors are showing in the log:

Wed May 16 03:21:51 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:21:51 2018   Warning (5)  MDD message timeout;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:22:11 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:22:11 2018   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:00 2018   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed May 16 03:29:12 2018   Notice (6)  Honoring MDD; IP provisioning mode = IPv4 
 Wed May 16 03:29:14 2018   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.0;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.1;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.2;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.4;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.5;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.6;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:17 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.7;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:18 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:29:18 2018   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 
 Wed May 16 03:59:16 2018   Error (4)  DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=b0:39:56:02:81:58;CMTS-MAC=d0:72:dc:32:ca:8e;CM-QOS=1.1;CM-VER=3.0; 

 

Unfortunately these dropouts or non responsiveness are making my Telstra cable unusable for our household. If there's anything else I can try, please let me know. Smiley Happy

 

Connection settings are now:

Connection Settings
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel438000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOKcable_u2_tr2_netgear_docsis3
SecurityEnabledBPI+
Downstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (sym/sec)Frequency (Hz)Power (dBmV)SNR (dBmV)DOCSIS Locked
LockedQAM2562176952000 sym/sec438000000 Hz6.2 dBmV40.8 dBEuroDOCSIS
LockedQAM2562186952000 sym/sec446000000 Hz6.8 dBmV41.2 dBEuroDOCSIS
LockedQAM2562196952000 sym/sec454000000 Hz6.9 dBmV41.4 dBEuroDOCSIS
LockedQAM2562206952000 sym/sec462000000 Hz6.0 dBmV40.4 dBEuroDOCSIS
LockedQAM2562216952000 sym/sec470000000 Hz6.2 dBmV40.8 dBEuroDOCSIS
LockedQAM2562226952000 sym/sec478000000 Hz5.7 dBmV40.4 dBEuroDOCSIS
LockedQAM2562236952000 sym/sec486000000 Hz5.2 dBmV40.1 dBEuroDOCSIS
LockedQAM2562246952000 sym/sec494000000 Hz4.3 dBmV39.4 dBEuroDOCSIS
Upstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (Ksym/sec)Frequency (Hz)Power (dBmV)
LockedATDMA15120 Ksym/sec49000000 Hz41.5 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Current System Time : Wed May 16 05:27:02 2018


Thanks!

Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

Hmm could be a dodgy modem

what model is it?
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

It's the Netgear CM450-1TLAUS, gateway plus. I've only had it for a couple of weeks!
Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

Using a smart modem as well?

What colour is the online light on the smart modem?
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

I've seen the lights stay green while this is happening now. I've also noticed the logs don't necessarily show anything at the times I'm loosing connectivity. 

Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

I don't think its a network connectivity problem. I checked the CMTS you're connected to and can't see any issue's there or further downstream.

Next suggestion would be to factory reset the Cable Adapter and Smart Modem and see if that makes a difference. The reset hole on the adapter should be next to the Ethernet port. Hold it for 10-12 seconds. Hold the reset button for the Smart modem the same length of time
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe

Re: Intermittent dropouts, audio downstream still working, upstream not working

Thanks. I tried that and no difference. I did, however, manage to run a speedtest on both my PC (where I'm experiencing the problems, connected via ethernet) and a laptop on the wifi. The speedtest had an upload test error with a socket error. I only have the windows firewall running, so i tried turning that off, but the problem persisted. I tried updating my network driver (Intel) and the problem is still persisting. I think this is isolated to my PC rather than the modem or cable adaptor.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Intermittent dropouts, audio downstream still working, upstream not working

Hmm certainly can't rule it out

You could try some of the basics likes swapping Ethernet cables and the port it's plugged into on the modem.

Wouldn't hurt either to try a winsock reset. Type these into an elevated (administrator) command prompt on the PC.

netsh winsock reset
netsh int ip reset

and then reboot
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Fi_Can
Level 3: Gumshoe
Accepted Solution

Re: Intermittent dropouts, audio downstream still working, upstream not working

Thanks for your help Yastiandrie! I believe I have it worked out. 

We still had the old Netgear modem/router plugged in and being used in another room. I looks like there's a clash with DCHP assignments (or something to that effect) which is causing things to fall apart when there's a clash. With the other router turned off, I've had a solid hour or so of no problems. 

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