Jamo15
Level 3: Gumshoe

NBN FTTN Help (Losing my mind) Dropouts

Answered

So I have another post on here going back about 2 months, asking about Constant drop outs... well that is still happening every day about 10 drop outs sometimes more, have been on the phone to telstra A LOT they have put us on a stability profile That did NOTHING, they sent us a new modem That did NOTHING and recently they have forwarded our problem to the NBNco but that has been 2 weeks and NOTHING has been done or even contacted us... I'm not sure what to even do anymore the internet here is used every day and sometimes most of the day so to have it drop out constantly is so frustrating....

So apart from that I wanted to know about having a filter attached to the line... The modem Telstra sent us the F@st 5355 and the cord for the DSL port had a filter inbuilt into the cord so i though we just needed that and plugged it in and it connected to the net... Any way I have done some reading and I've seen people say you dont need a filter on the line anymore and it might cause problems if you still use one... the second modem telstra sent to us didnt have that inbuilt filter on the cord it just had a regular DSL/phone cord so i tried to use that and the internet would not connect at all, it would try the blue light came on but it would always turn off after a while..... As soon as I plugged the filtered cord back into the modem it would connect(after a long wait mind you)... so Im not sure what this means? does it mean anything? I'm so confused about all of this... I just want my net to be fixed...
The dropouts have been happening since January and while we do get times where the net is usable but then the dropouts kick in....

In the modem settings we get A LOT and I mean A LOT of FEC errors sometimes the net has only been on for like 5 mins and there is over 100 thousand...Lots of Code violations, Lots of Errored seconds and severely Errored seconds...

1 ACCEPTED SOLUTION

Accepted Solutions
Jamo15
Level 3: Gumshoe
Accepted Solution

Re: NBN FTTN Help (Losing my mind) Dropouts

Ok we have got it sorted.... The problem was a Faulty connector at the node.... we have had stable internet for 2 days now.. which is a bloody miracle lol!!
Though in saying that we still need a filter to connect to the internet which is weird but so far its not causing any problems.
Wish NBN looked at the node 6 months ago and it would of been sorted..

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
18 REPLIES 18
Level 22: Superhuman
Level 22: Superhuman

Re: NBN FTTN Help (Losing my mind) Dropouts

Were you able to raise a complaint in regards to this?
For Official Support start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

Level 21: Augmented

Re: NBN FTTN Help (Losing my mind) Dropouts

@Jamo15

 

OK, let's go step by step.

  1. You do not need filter for FTTN and as a matter of the fact the filter should be removed
  2. You need to connect to the first phone socket in the house (the one where lead in cable is terminated) and ideally have any other sockets disconnected - in my personal case, removing second socket on a less than 10 metres cable meant my download speed went from around 22 to 35 and upload from hardly 5 to fairly stable 12 (all in Mbps)!
  3. IMHO, FEC is not indication of drop out - that is IMHO indicated by "Link retrain count"... I have not had a single retrain in several days, but I have had Forward Error Correction,FEC: 82/43444 in last 15 minutes... But the connection is as stable as... Can you post full modem statistics from the DSL Statistics page?

So, let's start with the above first and let's see how you go

 

FC

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

DSL settings.PNGThe one below is a older one, the other one is from today.

NBN modem settings 10.PNGOlder oneNBN modem settings New.PNG21/07/18

With step 2. We have 2 phone sockets in our house One in the main Lounge Room and one in the Main bedroom. I'm actually not sure which is the Main one.. The modem is currently connected to the Lounge Room... So I guess I can change it up and see if its different.
Also Using the cord with no filter the modem will not connect at all.. I have left it trying to connect for like 20 minutes and it wont connect.

Level 21: Augmented

Re: NBN FTTN Help (Losing my mind) Dropouts



With step 2. We have 2 phone sockets in our house One in the main Lounge Room and one in the Main bedroom. I'm actually not sure which is the Main one.. The modem is currently connected to the Lounge Room... So I guess I can change it up and see if its different.
Also Using the cord with no filter the modem will not connect at all.. I have left it trying to connect for like 20 minutes and it wont connect.

Changing them is not good enough - you need to figure out which one is the main point and have the other one disconnected by certified electrician... I was always on the first one but physically disconnecting the second one made the big difference...

I don't get why modem would not connect without the filter - it is against all the knowledge unless there is something really fishy with your cabling... FTTN does not need the filter and filter is actually causing some signal loos, so it should not be there, full stop.

 

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

I didn't back then, but i just did now. I just rang up telstra to get an update on anything and tried to give a ref number but this guy wanted to trouble shoot instead and told us its our phone that's doing it because its not a telstra phone... I told him that I have tried not having a phone connected to the modem at all and it still happens.... I'm so over having to go through the same crap each time I ring up.... Lets hope the complaint will do something, I didn't really want to but It's just got to the point where its just making me mad every time I ring them.
Highlighted
Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

God I love telstra...
Get a phone call on Wednesday from the complaints department.... you will be receiving a call from a telstra or NBN technician within 24/48 hours.... Thursday goes by nothing.. Friday goes by nothing... stuck with the worst internet ever.... I'm so over this...
Support Team
Support Team

Re: NBN FTTN Help (Losing my mind) Dropouts

So sorry to hear of this delay in your callback Jamo15, what was your complaint reference number? 

We will use this to contact your case manager and request they call you to follow up as soon as possible.

Thank you.
- Ryan

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Telstra (Retired)
Telstra (Retired)

Re: NBN FTTN Help (Losing my mind) Dropouts

Please sing back out if you need assistance again Jamo15.

- Will

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

The person we spoke did say he was going to call on Monday to check up.
But this is the case number SR1-1606387998355 just in case.
Support Team
Support Team

Re: NBN FTTN Help (Losing my mind) Dropouts

Thanks for that information @Jamo15

 

I can confirm that a staff member has been assigned to SR 1-1606387998355 and they will be in touch ASAP.

 

Please keep us posted on your progress.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

Got the phone call today, apparently tests are still being done... Have to wait another 24/48 hrs... will report back when I hear anything.
Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

Just got a call from someone claiming to be telstra saying that our IP has been hacked and we are on the hackers IP or something it was very hard to understand him ended up hanging up because it didn't sound legit. anyway to confirm if this was real?
Jamo15
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

got another phone call from the real Telstra Another 24/48 hrs wait...... -_-

Level 22: Superhuman
Level 22: Superhuman

Re: NBN FTTN Help (Losing my mind) Dropouts

Any time someone from Telstra calls, we leave an interaction on your account. You can call through and ask if someone has called today, there would be an outbound interaction on your account.
For Official Support start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

sifisimon
Level 3: Gumshoe

Re: NBN FTTN Help (Losing my mind) Dropouts

good luck, try to keep your head up
my line was unstable and they (telstra NBN) eventually got it sorted a little slower but stable. my problem is a pit at the end of the street is always getting flooded when ever it rains. it has been like this for the 20 years we have lived in this house. Fiber to the node does not help me. this only required me to move to NBN yeah !!! now i need sip login and can not get it from telstra NICE...
Jamo15
Level 3: Gumshoe
Accepted Solution

Re: NBN FTTN Help (Losing my mind) Dropouts

Ok we have got it sorted.... The problem was a Faulty connector at the node.... we have had stable internet for 2 days now.. which is a bloody miracle lol!!
Though in saying that we still need a filter to connect to the internet which is weird but so far its not causing any problems.
Wish NBN looked at the node 6 months ago and it would of been sorted..
FixMyInternet
Level 1: Cadet

Re: NBN FTTN Help (Losing my mind) Dropouts

This sounds all to familiar....I am going through exact issue at the moment. At what point was the issue actually resolved? I'm at the point where a technician was supposed to come a few weeks ago but never turned up and so now it's been endless phonecalls and monitoring back and for with Telstra and NBN specialist. Was there anything you said or did that made Telstra actually step into action fix the issue?
FixMyInternet
Level 1: Cadet

Re: NBN FTTN Help (Losing my mind) Dropouts

Also, did you ever end up seeking compensation for paying for internet that wasn't working?

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now