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RobWA
Level 3: Gumshoe

NBN HFC dropout

Unacceptable NBN HFC dropout since "installed" 15May.  ARRIS modem rebooted 130 times over 20days (6.5 times per day average), switched to LTE 58 times (~3 per day). Pic shows packet loss over last 6months.  Guess when NBN was connected. Packet_loss_6months_to_04JUn19.png

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20 REPLIES 20
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN HFC dropout

Have you reported it to NBN Assurance so they can raise it to NBN? 1800 834 273
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.

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RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Not recently since the first attempt resulted in the Telstra - NBN ping pong over several hours...
bretowski
Level 1: Cadet

Re: NBN HFC dropout

How'd you get on Rob? I'm searching for solutions for a similar issue. Not quite as bad but I'm seeing a good 3 dropouts a day. 

 

I've recently replaced the Smart Modem with my own router for other reasons and not having the LTE is a problem. I feel like we shouldn't have to rely on the LTE for every day service though.

 

Logging Last 7 days - the big dropout is the Smart Modem acting up and then being replaced. 

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Hi, overall the service has been better since shortly after my initial post.  The Smart Modem seems OK.  More recent dropouts seem to be typically around 1500 hrs which suggests some 'rebooting' of the service somewhere.  Perhaps we'll do another detailed log analysis and post after 6 months or so. 

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

An update. 

The Telstra Smart Modem log has info for last ~30 days, so these data are from 31July to 28August.  Over 29 days the log shows average of 21 'Ethernet WAN port link is DOWN' per day and an average of 7  'Notify VOIP to turn on VoLTE' per day.  Connection is consistently practically useless around 1400 each day.  Updated pic shows last 6 months of 10min interval logging of packet loss (NBN connected 15 May 2019).  IPacket_loss_6_months_to_2019-08-28_14-46-07.png

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Another update...2 weeks on...

Performance is now totally unacceptable.

Over last 40 days the modem has switched to LTE on average 8 times per day.

In the last 24 hours the Telstra modem has switched to LTE 26 times and there were 69 'Fail Count = 4' events during this 24 hour period.

It appears from this experience and as reported by others that these ARRIS CM8200 NTD's are less than functional.

Mkrtich
Level 12: Master Detective

Re: NBN HFC dropout

I have only become a regular reader of Crowd Support since April of this year and very rarely see any NBN HFC problem posts, so yours was quite an alarming surprise.

 

Have you followed @Yastiandrie advice and had NBN on site for testing of cable to the NBN CMTS port and/or possible Arris replacement or Telstra to replace your modem? Surely NBN must have come to site to verify the condition by now - the remote NBN CMTS technician should also be able to see what you are seeing.   

 

Since your graph starts at Dec 2018 and continues to 28th August, your HFC , was it on Telstra HFC with a Netgear Modem connected to a Telstra Smart Modem 1 (DJA0230) or Telstra Modem Gen 2 model and then you had the conversion to the NBN HFC network with the Arris CM8200B installed on 15 May 2019 but kept the Smart Modem Gen 1 / Gen 2 connected - is that correct? The Arris modem LEDs must be lighting up like a Christmas tree during these breaks - are you seeing that?

 

Telstra Smart Modem Gen 2s have had regular firmware updates, currently Technicolor DJA0231 / V18.1.C-0384-950 RB and Arcadyan LH1000 / V 0.08.06r but I am not aware of any historical HFC issues in regards to these updates.

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Hi,

There's plenty of posts about HFC NBN drop outs.

 

The connection performance was very good before 15 May 2019 with the Netgear Gateway Max C6300BD-1TLAUS box.  The only change since 15 May is the replacement of the Netgear box with the Arris NBN NTD box and the Arcadyan LH1000 box.  

 

The reboot cycle time is of the order of 5-7 minutes between Fail Count =4 and a restart; which often fails and so cycles again.The connection to LTE is much delayed and switches back after a few minutes by which time the HFC connection has dropped out again.  The graph is from a 5 ping process every 10 minutes so the 'real' loss of connection is much worse than what is displayed in the graph.

 

The Arcadyan firmware is the latest. Don't know about the Arris because we can't 'see' it.

 

And, yeah, you'd think the NBN CMTS technician / Telstra would be able to 'see' this, particularly the frequent connections to the LTE network.

 

Right now the connection is abysmal and has been since 12:22 local time (nearly 1.5 hrs).

Mkrtich
Level 12: Master Detective

Re: NBN HFC dropout

Following your comment, I did a search on Crowd Support and learned a few things. 

Have you been visited by an NBN technician to investigate and remedy your installation?

Not sure if you have read this post which may help - some very good suggestions by @cf4

https://crowdsupport.telstra.com.au/t5/Home-Broadband/HFC-NBN-Issues/m-p/832191

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Hi,

Thanks...yes there is a lot of stuff out there, including on the Whirlpool forum. This seems to be a very common issue. Read the post, thanks.  It basically says contact your ISP.

 

So just tried to discuss with Telstra on theonline  Chat function and got told to go away and come back when the connection is NOT working (consultant kept prompting to report on the status of the modem lights).  Huh...what?  Tried to explain that everything was working right now but that this is becoming the exception. 

 

Also tried to explain that both NBN and Telstra should have info on this problem (and hence be aware of the issue) and that as our ISP we wanted Telstra to request NBN to schedule a site visit to check the cable and signal levels since we cant do this. 

 

Basically the consultant terminated the discussion.  Amazing....

Mkrtich
Level 12: Master Detective

Re: NBN HFC dropout

That's disappointing - were you able to ask for a technician's visit when you called the number in  @Yastiandrie  June post suggestion. You have probably exhausted these avenues already, so apologies if you already covered the ground below. 

 

NBN should respond to service referrals from their RSP's for fault investigation. I think there is a way of raising an official complaint form on a Telstra web site which initiates a formal investigation process within Telstra. This may be it or there could be other links that readers may suggest.  https://www.telstra.com.au/contact-us/feedback-complaints.

 

I can understand why NBN don't take customer service faults directly as the problem could be in the RSP's area of responsibility of customer premises connection. Having said that, NBN also has 'Contact Us' web site page for Assurance Enquiries and a separate number for Complaints. https://login.nbnco.net.au/contact_us. The ACCC also lists an NBN telephone number for complaints. Hopefully the NBN call centre may be staffed by more caring people. 

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Hi,

 

Thanks for the information with the useful contact details.

 

Will give some of these a try.

 

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Another update...

we noticed what seems to be a pattern of ~systematic NBN-HFC connection loss and so compiled an analysis over 65 days of the number of connections to the LTE (4G) network per hour.  These are shown on the graph.  Note that over 65 days the modem is switching to LTE on average more than 10 times per day.  As to the pattern it seems likely that there is something amiss with the NBN network. LTE_connects_per_hour.png

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Update 17October 2019

1) Received (another) email from Telstra this morning asking us to switch the Smart Modem (SM) back from the LTE to the fixed network as it had been switched to LTE "for 2 days". (We also receive ~regular/ sms saying SM has recently switched to  LTE.) 

2) Phoned Telstra a week or so ago and went through the process of power cycling the Smart Modem (~2 minute power off).  Haven't seen much improvement in connectivity.

3)  Just analyzed nearly 58 hrs of Smart Modem log up to 1339 hours 17 October for LTE connects and disconnects which presumably covers the period Telstra is recently complaining about.  In summary:  SM switched to LTE 27 times (about every half hour) for a total duration of 3.1 hours (ie >5% of the logged time). The longest connection was 1.7 hours.

Will do some more detailed analysis of the > 78 days of the SM log to determine our lost connection time. 

4) Clearly Telstra know there is an issue with the service at our address.

5) Telstra only seem interested to discuss this issue when the connection is lost (and then all we do is go through the tedious and ultimately pointless process of power cycling, checking connections, etc).  There is no point in us having to manually restart the Smart Modem. 

6) How about a service call Telstra?

Support Team
Support Team

Re: NBN HFC dropout

Hi RobWA, while we can't access accounts or arrange a return call directly via these forums I can contact the technician assigned to a fault you've reported if you can let me know any case reference numbers from your recent calls. These would usually begin with '17' or 'SR-1'. 

you can also request a return call through the online account portal https://tel.st/dmjwt. Once logged in, go to the Support tab and tap 'By Phone' under 'Contact Us'. You'll then be taken to a page where you can advise the reason for the call and the preferred contact number. 

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.

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RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Thanks Greg,

Last contact with Telstra call centre was 9 October and received the following email: 

 

"Thanks for contacting us

Get help now

Call me back

Hi ROBERT, Thanks for your time today. Your reference number for our discussion is INT 1-2220413896391. If there is something else you would like help with, visit our <https://www.telstra.com.au/support> Get help now page Or click Call me back between 8am and 9pm and we will attempt to contact you within 45 minutes.* Please dont reply to this automated email.

Thanks again,

The Telstra team *This is a once off link valid for 45 days."

 

Will try the online account portal.

Robert

Support Team
Support Team

Re: NBN HFC dropout

Thanks for the update, and I trust this can be sorted out for you soon - please let us know if you need any further help following up on the return call. 

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

Highlighted
RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Thanks.

Just spent ~45mins on phone to call centre. Pleasant and patient assistant but wasted time and energy going through the usual pointless process. 

Suspect that "they" now think it might be the LH1000 smart modem.  Lots of stuff on Whirlpool forums on this subject (and dodgy taps in the street, etc).

On a promise that someone will call with an escalated response.

We'll see.

 

Paralize
Level 1: Cadet

Re: NBN HFC dropout

Hi Rob,

 

I have this exact same issue with the exact same equipment as you..  I have opened a Telstra Complaint for this issue. They have changed the smart modem no luck.  NBN techs keep cancelling the call out. 

 

I have video proof to that my NBN modem drops out as well. 1st my smart modem detects issue with wan6, aka the link into the NBN modem.  Then 2 mins later my NBN modem goes down and resets and then smart modem after 5 mins re-connects.    I have disabled my LTE as this was causing more problems, when link is lost it fires up lte, then wan link goes up then LTE disconnects taking about 20 mins.  Ditching the LTE helps me recover faster.

 

Like you i was on Telstra Bigpond Cable for YEARS and the Day NBN cutover happened my NBN has been slower and s**&tyer.     I work from home full time via vpn into office.  Everytime i get a DC my vpns all drop.  I have foxtel cable and have no issues with my foxtel service.

 

I have asked my complain manager to get NBN to send me out a new NBN modem.

 

My next step it to try another service provider rather than Telstra.  As my land line is also useless now as well...

RobWA
Level 3: Gumshoe

Re: NBN HFC dropout

Hi,

Sorry to hear about that.  It can be frustrating.  Before you change RSP try again for a visit by NBN. 

After ~5 months of really crappy connectivity we had a site visit by NBN who replaced all of the various connectors on the cable (from the tap in the sidewalk) and found that this fixed the issue.  The connectivity is now better than the cable was.  We're now very happy.

What is frustrating is that early during the visit the NBN Tech called someone and gave them the MAC for the NTD and was then told that it had been "flapping" and that the connection had been more down than up (I'm paraphrasing here).   We take this to mean that the NBN has data (at least a month on their databse?) of the quality of the connection to your NTD.  Why do they not have a system to monitor this (rather than needing someone to give them the MAC for a particular device when on site) and if there is an issue preemptively arrange a visit and inspect cable and connectors?  Perhaps too busy installing new NBN connections perhaps? 

RobWA

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