drd71
Level 2: Rookie

Annoying continuous NBN pauses

I’m on HFC Telstra NBN and just in the last few weeks about every 30 seconds the internet pauses. I try and open a web page and nothing, then after about ten seconds it loads. The internet works fine for 30 seconds to a minute then the same thing happens. This is on all devices, different browsers, have cleared the cache etc etc. I’ve spoken to Tech Support, tried all the normal things and resets, and they can’t fault the NBN from their end.

 

It’s very annoying because it’s continuous.

 

Any suggestions/thoughts/tips would be much appreciated.

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16 REPLIES 16
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

If you cou connect a laptop/PC directly into the ethernet port where the cable to the modem is, on the back of the NBN NTD and then try to browse - does the problem still occur? 

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

Thanks for the tip but unfortunately I don't have a device that can be plugged in via ethernet.

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

Thats a pity, because that test will prove the fault is either the NBN Internet service or in the modem and connected local devices, including the WI-Fi. A USB to Ethernet dongle is a handy gadget  to have, just in case.

 

Although it is a lot harder with only Wi-Fi connections, try disonnecting (or turning off) all but one device (one you can run tests on) and see if the same problem is still there. If it is, try the same thing but using a different device.

 

It is possible that one of your devices is causing the problem. That will take some effort, but powering on/connecting only one device (with all others disconnected/off) at a time will pin-point a device issues.

 

What modem do you have and are you able to log into it? If so, the log might also help diagnose the issue.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

I have the Telstra Smart Modem Gen 2. Yes I can log into it. What am I looking for?

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

There are two different models of Smart Modem 2, LH1000 and DJA0231. The spash screen when you start to log in should tell you which one you have and what firmware version is running.

 

You need to look at the modem log, and see what is being logged about the time you experience that issue.  The LH1000 has an easy to read log, the DJA0213 takes a bit of deciphering.

 

Have you done any further testing with devices turned off?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

I have the LH1000, yes I did that testing with devices off with Tech Support.

 

Thank you for your help

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

When the problem occurs, do any of the NTU/Modem indicators change?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

No, I've just disabled 2.4GHz and activated 5GHz only to see if that helps??

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

Has this problem just started occurring, but was OK previously?

 

Can you remember if you connected a new device just prior to the problem showing up?

 

What firmware is being reported? The latest is 0.15.16r.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

In the testing you did with the support people, did you try a Factory Reset?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

Firmware up to date, no equipment I can think of, no re factory reset

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

OK, a factory reset might be a good thing..

 

There is a recessed button on the back of the modem. above the SIM card cover. Use something like a staightened out paper clip to push the button and hold it pressed for at least 10 seconds with the power on. This will cause the modem to completely reset and once is back on line (solid green indicator on the front)..  all the modem settings will be at factory default (including the Wi-Fi settings)..  see if the problem continues before you make any setting changes..

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

Ok, I've done a factory reset, will see how that goes.

 

Thanks for all your advice.

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

If you decide to make changes to WI-Fi settings....

On the 2.4GHz tab

1. Turn Band Steering OFF

This will give seperate 2.4 and 5 GHz bands. The 5GHz name will have -5G at the end making it easy to determine which band you are connecting too. Passwords are both the same.

 

2. Set Channel Width to 20 MHz

 

Make sure you SAVE the settings after you change them.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
drd71
Level 2: Rookie

Re: Annoying continuous NBN pauses

Will do, thanks again.

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Annoying continuous NBN pauses

Something else to try and determine whether it is your intenet service, or you5 local modem/network/devices that is causing the problem, is to run the modem in 4G Backup mode for a while.

 

To do this, disconnect the cable at the red WAN port and wait a few minutes for the modem to switch over to 4G mode - which will give a steady blue light on the front. Note that you may have to change the PDP setting in the modem at the Advanced | Internet | LTE tab - set the PDP type to IPv4v6 from the dropdown menu - save the setting!

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!

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