nassr101
Level 3: Gumshoe

NBN FTTN dropouts

Answered

Hello - had numerous dropouts with NBN FTTN. Logged multiple calls with the call centre already, same troubleshooting for days and finally they send out a replacement modem. Still the same drop outs so they escalated to NBN tech who apparently came out and fixed something outside my house. Still experiencing 4-10 dropouts a day. Been ringing the call centre to speak to the specialist team from the last 2 days, keep getting promised a call back which never happens. What kind of rubbish service is this. Last call reference INC02312018.

Should have stayed on ADSL 2, slower speeds but no drop outs. I hear many people have this issue with this technology, has anyone got theirs fixed permanently?

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Accepted Solutions
nassr101
Level 3: Gumshoe
Accepted Solution

Re: NBN FTTN dropouts

Averaging about 2-3 drop outs per day and can live with that. Still no comms from Telstra or NBN as to what was done/not done to fix my issue.

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25 REPLIES
nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Current stats from the modem (no drop out in the last 6 hours

nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Screen Shot 2018-08-10 at 8.47.17 pm.png

Highlighted
Level 23: Superhero
Level 23: Superhero

Re: NBN FTTN dropouts

Can see from your stats that you had 28 drop outs yesterday but non today.

If they don't. People have had there problem fixed but in some cases it has taken months and several tech visits to fix the fault. If you are not happy with the support you are receiving you could raise a complaint by calling 132200 and stating reason for call is complaint.

It is probably a fault in connection in the node or one of the connection pits which only takes minutes to fix but a long time to find especially if it is an intermittent fault.

nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Thank you, it has stayed up for almost 20 hours now. I have had this in the past where no drop outs for 2-3 days then the pattern of 4-10 per day starts. Fingers crossed it stays stable.

Support Team
Support Team

Re: NBN FTTN dropouts

Hi @nassr101,

 

Thanks for reaching out. I can appreciate your frustration with frequent dropouts and apologise for the inconvenience this has caused you. Glad to hear that your service is stable at the moment. Let us know how you go over the next few days. 

 

- Tim 

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Hi Tim, the drop outs have continued again. I did get a call from a Telstra tech who said he will escalate to NBN Co again. Waiting for their tech to come out early next week to the premises. You are right about the frustrations....Smiley Sad

Support Team
Support Team

Re: NBN FTTN dropouts

Hi @nassr101, thanks for the update. Really appreciate your patience in this.

Please let us know the outcome of that visit, I'd like to know this has been appropriately addressed.

- Matthew.

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Update: Had a NBN tech do some work on Monday (13 Aug) - my wife happened to notice this but there was no call from Telstra or NBN about this. No dropouts till this morning (had 3 in quick succession) so had almost 72 hours of no dropout NBN which felt really good. I will continue to monitor the connection and hope for some communication from Telstra.

nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Unfortunately after a few stable connection days the drop outs have returned with a vengeance (20+ in the last few days). The good thing is Telstra are still monitoring my line and have escalated back to NBN... The saga continues.... Smiley Sad Screen Shot 2018-08-25 at 8.44.40 am.png

nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

I had a NBN tech visit and move my modem to the first point coming from the street, all other telephone cables have been disconnected but unfortunately the drop outs still occur. I have escalated back to telstra and they are going to get the NBN tech back again. Not sure what else to do here, it is so frustrating... some examples are drop outs when talking to my family on a skype call, drop outs when my son is doing his language classes, drop outs when watching the final lap of a grand prix, when buying some thing on eBay and there is minute left in the auction. Come on Telstra, please fix this for me..
nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Got a message that NBN don't need to visit and have done further tests remotely. Have had 20+ drop outs just today. Should I complain to the TIO?
Had a drop when I clicked on Post on this forum.... LOL

Community Manager Community Manager
Community Manager

Re: NBN FTTN dropouts

Hi nassr101.

 

I’ve passed this conversation on to our tech team who work between the hours of Monday-Friday 9am-5pm AEST. I’m confident they will be able to help. Thank you for your patience.

Regards - Tom

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Thank Tom, I have an open call with them so they are very aware of this ongoing issue. As you can appreciate I am running out of patience. I will wait to hear from Telstra about the latest NBN update.
Support Team
Support Team

Re: NBN FTTN dropouts

Ok no worries, hearing you loud and clear.

Keep us posted how this goes.

Thank you.
- Ryan

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Hi Tom/Ryan - Its been more than 72 hours and I have no calls from Telstra NBN. My drop outs continue so what would you like me to do, call the call centre again?

Technical Support
Technical Support

Re: NBN FTTN dropouts

If you do not have a callback link that would have been sent via SMS or Email when talking to the tech support team then you may have to followup with them on 1800834273 or live chat here 

 

- AlistairQWA

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pestoff
Level 1: Cadet

Re: NBN FTTN dropouts

Get Telstra to report a fault to NBN for transmission lose in order for them to get it fixed

 

nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Thanks Pestoff, the fault has been reported to NBN at least 4 times now but unfortunately the issue remains. I am on the phone to Telstra again - I am sure they will pass it to NBN again.

Technical Support
Technical Support

Re: NBN FTTN dropouts

As you have an FTTN service, one of the things that I always check with customers is whether or not they have more than one phone socket. 

 

As the NBN provides higher speeds than ADSL, it is more sensitive to noise. Every phone socket in your home is an additional join which increases the level of electromagnetic interference, which would impact the speed and stability of your services.

 

If you are wanting to keep the additional sockets for use with your phone lines, a private cabler can configure the modem like in the below picture which I found online.

 

If you only have the one socket then clearly this would not be part of the issue.

 

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Thanks Shellock I only have the one active phone line socket (first from the outside line) - we disconnected the others when the NBN tech visited once. There has been only 1 drop out so far today so I am keeping my fingers crossed that it stays this way.

Support Team
Support Team

Re: NBN FTTN dropouts

Glad to hear that your service is improving @nassr101, please keep us updated on how you go.

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nassr101
Level 3: Gumshoe

Re: NBN FTTN dropouts

Had 3 days of no drop outs (so nice to finally get decent interent for a while). Last 2 days have 2-3 drop outs per day, can live with that.

nassr101
Level 3: Gumshoe
Accepted Solution

Re: NBN FTTN dropouts

Averaging about 2-3 drop outs per day and can live with that. Still no comms from Telstra or NBN as to what was done/not done to fix my issue.

Relda1
Level 1: Cadet

Re: NBN FTTN dropouts

Same issue here - yet to have continual dropouts fixed despite reassurances of having a technician fix. I’m ready to disconnect within my 30 day trial as I’m not forking out for not even a sub-standard service. Never had this issue with ADSL.
Technical Support
Technical Support

Re: NBN FTTN dropouts

Sorry to hear about the issues with your FTTN service. Since you've already spoken to Tech Support regarding the issues, could you please PM me the reference number(s) regarding your fault so I can have a look into it for you (http://tel.st/7wtm6).

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