CrowdSupport®
NBNiscrap
Level 1: Cadet

NBN drops out and goes slow

I have had NBN since about OCT 17. It drops out repeatedly throughout the day,including when I'm not there. Perth metro area/area box is on the next parallel street(about 1560m), exchange is on a perpendicular street(about 300 meters)

I have called the online faults, they ran all the tests then they got the remote techs to fix it. It took them a week and I had 2 weeks of stable signal. Then Telstra did maintenance in the area and it started again.

here is some of the list for  today.(Ticket number:INC02118244)

The power lights stay on, the line,phone,internet lights go off. Often the link light will stay blue.

Last night I had this continuously between 7.19pm and 9.28pm and gave up.

speeds were from DS 32-34 MBps, US 0.6 MBPS. I could read my homepage and check email but thats it. If I try connecting to a game, it just boots me form the game.

 

The two most common errors are connection to the internet had been terminated and WAN DHCP client(1) stopped.

This happens everyday, throughout the day.

Its been rebooted,reset, turned off, remotely checked.And going on checking the type of modem, it's been a problem for over FIVE years. F@ST 5355.

02.09.2018 04:38:22

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 04:40:18

Error

PPPOE

PPPoE error: timeout

02.09.2018 04:40:26

Error

PPPOE

PPPoE error: timeout

02.09.2018 04:40:26

Error

DNS

DNS name resolution failure (telstramobile.portal.fon.com)

02.09.2018 05:04:54

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 05:09:00

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:09:04

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:09:13

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:09:14

Error

DNS

DNS name resolution failure (telstramobile.portal.fon.com)

02.09.2018 05:43:52

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 05:48:48

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:48:53

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:49:05

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:49:27

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 05:53:37

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:53:46

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:54:02

Error

PPPOE

PPPoE error: timeout

02.09.2018 05:54:09

Error

DNS

DNS name resolution failure (telstramobile.portal.fon.com)

02.09.2018 06:01:51

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 06:03:47

Error

PPPOE

PPPoE error: timeout

02.09.2018 06:03:54

Error

DNS

DNS name resolution failure (telstramobile.portal.fon.com)

02.09.2018 06:03:55

Error

PPPOE

PPPoE error: timeout

02.09.2018 06:34:41

Warning

DHCPC

WAN DHCP client (1) stopped

02.09.2018 06:36:42

Error

PPPOE

PPPoE error: timeout

02.09.2018 06:36:47

Error

PPPOE

PPPoE error: timeout

02.09.2018 06:36:50

Error

DNS

DNS name resolution failure (telstramobile.portal.fon.com)

02.09.2018 06:57:07

Warning

PPPOE

Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

 

I don't know about more troubleshooting of the modem but It would be no trouble for me to shoot it. I have also put in a formal complaint on the website but haven't heard anything back yet.

Resolution required: I want a stable working service

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2 REPLIES 2
Level 19: Deputy Director

Re: NBN drops out and goes slow

There does seem to be a problem maintaining a connection.
cf4 has written a manual for this modem which may help
https://crowdsupport.telstra.com.au/t5/Modems...F-st-5355-Manual/td-p/643374
There have been a lot of complaints about this model on here.
I also note you use telstramobile.portal.fon.com
There is a possibility that neighbours are hacking your wifi connections. It only takes one to make your life miserable.
What happens if you turn OFF all mobile devices and try accessing the internet only via ethernet on a device with no bluetooth or wifi, most likely a desktop?
Bluetooth can be hacked just by turning a device with it on.
Bluetooth can then be used to hack wifi network. Your disconnections could be due to a Denial of Service attack.
Unfortunately there are many such programs that can be used to do this. If the hacker has a bluetooth extender and you are on a laptop the "hacking distance" can be as much as 1km away.
My advice is to get someone with some IT knowledge to check out your router and possibly do their best to secure it and tell you why as well as giving serious consideration to using a VPN. Some like Torguard let you tunnel everything via https connections using port 443 which is always open by default on routers.
Also using PPPOE is a bit concerning. The Smart Modem uses DHCP to connect.
Personally I avoid using wifi and bluetooth devices as much as I can because of security issues even with a VPN.

Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN drops out and goes slow

If your download speed is 32 to 34 Mbps then you are probably not connected to the Node which is 1560 Meters away you might be connected to a Node located in the exchange. The upload speed of 0.6 Mbps is very low for a download speed of 32 to 34 Mbps. The low upload speed and link light turning blue indicates a problem with the link. If you post the link stats these might give an indication of what is causing the problem. The link stats can be found at the following locations on a Telstra Gateway.

 

TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL stats

 

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1 > Advanced > Broadband > DSL stats

 

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 > Advanced > Gateway Settings > Dev Info > General > xDSL (Near bottom of page) Password is admin

 

Looking for attenuation and SNR

 

TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL Diagnostics

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1 > Advanced > Broadband > DSL Diagnostics

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 > Advanced > Gateway Settings > Dev Info > Statistics > WAN4- xDSL Password is admin

 

Looking for errors Link retrain counts etc.

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