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AL1901
Level 1: Cadet

Constant NBN HFC dropouts

I'm having constant NBN dropouts the tech we have is HFC, we have had multiple NBN guys come out, they've changed connections, changed the box, change the power adapter and we still get dropouts. 

When these occur first we notice the internet is down, then the light on the telstra modem goes to orange, then to red, then to blue. 

The nbn box then restarts itself, all the lights come back on, then the telstra modem turns green again and we're back in business. Whole process takes about 5-7 minutes. Keen to hear if anyone else had this issue and if you actually managed to solve it and what you did. What other avenues exist to lodge a complaint?

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1 REPLY 1
Level 24: Supreme Being
Level 24: Supreme Being

Re: Constant NBN HFC dropouts

There is information at link below on how to make complaint.
https://say.telstra.com.au/customer/general/forms/Email-Complaint

 

It sounds like it is NBN link fault if the NBN modem keeps restarting. (All lights on NBN box go off).

If it is only the UNI D1 light on NBN box that is going off the loss of internet could be the caused by the Telstra modem. rebooting. There have been cases were the Technicolor version of the smart modem (DJA0231) reboots when some iPhones with firmware version 13 are connected to the modem. It can take up to 60 minutes before modem reboots after iPhone is connected.  The model number of the modem is displayed on the LHS of modem's log in page.

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