Highlighted
Level 2: Rookie

Does anyone have internet dropping out problem with NBN?

My internet constantly dropping out, which is over a week now. I have reported this issue to Telstra for more than 5 times already but they are no help at all. All they ever do is replying problem resolved after few hour, but the issue is till there. Do anyone have any idea what might be happening? 

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
10 REPLIES 10
Highlighted
Level 25: The Singularity
Level 25: The Singularity

Re: Does anyone have internet dropping out problem with NBN?

What type of connection do you have (ADSL,Cable, FTTN, FTTC, FTTB, FTTP, HFC, FW)? And do the lights on your modem change when the dropouts occur?

What colour is the light on the front of your modem usually?

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Highlighted
Level 2: Rookie

Re: Does anyone have internet dropping out problem with NBN?

 I am not sure which type of connection it is, but before we got NBN it was ADSL.

The lights are all green and the colour does not change during the dropouts.

Highlighted
Level 25: The Singularity
Level 25: The Singularity

Re: Does anyone have internet dropping out problem with NBN?

You probably have FTTN then (the modem would be plugged directly into the phone socket).

 

Are your devices connected via wifi or by LAN cable? If they are connected via wifi, go into your modem and go to the wifi settings and turn Band Steering off  This will create separate 2.4GHz and 5GHz wifi networks. Try connecting some devices to the 2.4GHz network only and some to the 5GHz network only. This will tell us if the problems are specific to one wifi radio, or whether it is an NBN connection problem.

 

A copy of the manual can be found at https://crowdsupport.telstra.com.au/t5/modems-hardware/telstra-smart-modem-gen-2-arcadyan-version-lh...

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Highlighted
Level 2: Rookie

Re: Does anyone have internet dropping out problem with NBN?

Hi, thanks for the advice. 

 

I have tried turn the Band steering off, turns out is both networks are dropping out. 

And it's getting even more weird now; the internet drops off on :02 and :32 every hour for 2 mins than back online again...

Highlighted
Level 25: The Singularity
Level 25: The Singularity

Re: Does anyone have internet dropping out problem with NBN?

That's a very regular fault, so we can pretty much rule out a cable termination fault (which is a common problem with FTTN).

 

Are you able to post your modem log from when the problem occurs? It sounds like a device, or network setting, is causing the problem. The logs should help show if it's one of your devices or a network issue.

 

What type of devices do you have connected to your network (Apple, Android, Windows, Set Top Boxes)?

 

@cf4 you're probably want to get involved in this one.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Highlighted
Level 2: Rookie

Re: Does anyone have internet dropping out problem with NBN?

We have 2 Windows desktops and few Iphones and Ipads, all devices have no internet connection during the dropouts. 

 

About the log, I have no idea which one is useful, so I am going to post all of it from the time of dropouts:

 

Fri Sep 18 08:30:00 2020 cron.info crond[2367]: USER root pid 28216 cmd /usr/bin/thermalProtection /sys/devices/i2c-0/0-0048/hwmon/hwmon0/temp1_input /sys/devices/i2c-0/0-004f/hwmon/hwmon1/temp1_input
Fri Sep 18 08:30:00 2020 cron.info crond[2367]: USER root pid 28217 cmd /sbin/trafficmon.lua
Fri Sep 18 08:30:02 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:30:02 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:30:32 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:30:32 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:31:01 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on wl1_1
Fri Sep 18 08:31:02 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:31:02 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:31:32 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:31:32 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:31:44 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on br-lan
Fri Sep 18 08:31:47 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,timeout)
Fri Sep 18 08:31:47 2020 daemon.notice wansensing: The L3DHCP main script is checking link connectivity on l2type interface ETH
Fri Sep 18 08:31:50 2020 daemon.notice odhcpd[3544]: Got DHCPv6 request
Fri Sep 18 08:31:57 2020 daemon.notice odhcpd[3544]: Got DHCPv6 request
Fri Sep 18 08:32:00 2020 cron.info crond[2367]: USER root pid 28432 cmd /sbin/trafficmon.lua
Fri Sep 18 08:32:02 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:32:03 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:32:11 2020 daemon.info dnsmasq-dhcp[13591]: DHCPREQUEST(br-lan) 192.168.0.149 9a:fd:6d:f2:ee:d7
Fri Sep 18 08:32:11 2020 daemon.info dnsmasq-dhcp[13591]: DHCPACK(br-lan) 192.168.0.149 9a:fd:6d:f2:ee:d7 Lasky-X
Fri Sep 18 08:32:16 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on wl0_1
Fri Sep 18 08:32:16 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on wl1_1
Fri Sep 18 08:32:17 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on br-lan
Fri Sep 18 08:32:33 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:32:33 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:32:37 2020 daemon.info dnsmasq-dhcp[13591]: DHCPREQUEST(br-lan) 192.168.0.65 b8:e8:56:24:0d:c6
Fri Sep 18 08:32:37 2020 daemon.info dnsmasq-dhcp[13591]: DHCPACK(br-lan) 192.168.0.65 b8:e8:56:24:0d:c6 Lasky-PC
Fri Sep 18 08:32:37 2020 kern.warn kernel: [775043.615000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:32:40 2020 daemon.warn odhcpd[3544]: A default route is present but there is no public prefix on br-fonopen thus we don't announce a default route!
Fri Sep 18 08:32:40 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 0 seconds on br-fonopen
Fri Sep 18 08:33:03 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:33:03 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:33:12 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on br-lan
Fri Sep 18 08:33:12 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on wl0_1
Fri Sep 18 08:33:12 2020 daemon.info odhcpd[3544]: Using a RA lifetime of 1800 seconds on wl1_1
Fri Sep 18 08:33:27 2020 user.err wifi-doctor-agent[13069]: [iot] IoT disconnected, error 1: Out of memory.
Fri Sep 18 08:33:27 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 7: in loop_misc - The connection was lost.
Fri Sep 18 08:33:33 2020 user.info wifi-doctor-agent[13069]: [iot] Connecting to a18tgmo948riq7-ats.iot.ap-southeast-2.amazonaws.com, port 8883
Fri Sep 18 08:33:33 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:33:33 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:33:39 2020 daemon.notice mosquitto[20580]: Client CP1918RA70G||Technicolor DJA0231||20B001 has exceeded timeout, disconnecting.
Fri Sep 18 08:33:39 2020 daemon.notice mosquitto[20580]: Socket error on client CP1918RA70G||Technicolor DJA0231||20B001, disconnecting.
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 15: in connect asynch - Lookup error.
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [iot] mqtt_connect error
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 14: in publish - Protocol error
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [fhc] Failed sending stats object
Fri Sep 18 08:33:48 2020 user.warn wifi-doctor-agent[13069]: [fhc] Disconnection detected with status 14
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 14: in loop_write - Protocol error
Fri Sep 18 08:33:48 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 4: in loop_misc - The client is not currently connected.
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Trying to connect to broker at 192.168.0.1:8883
Fri Sep 18 08:33:48 2020 daemon.notice mosquitto[20580]: New connection from 192.168.0.1 on port 8883.
Fri Sep 18 08:33:48 2020 daemon.notice mosquitto[20580]: New client connected from 192.168.0.1 as CP1918RA70G||Technicolor DJA0231||20B001 (c1, k5).
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc] Established connection to MQTT broker
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/tick <mid=52493>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/+/cmd <mid=52494>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/+/controller/cmd <mid=52495>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/controller/state <mid=52496>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/controller/will <mid=52497>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/controller/info <mid=52498>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/proxy/rsp/+ <mid=52499>
Fri Sep 18 08:33:48 2020 user.info wifi-doctor-agent[13069]: [fhc_common] Subscribed to wfhc/v1/proxy/ind/+ <mid=52500>
Fri Sep 18 08:33:56 2020 kern.warn kernel: [775122.673000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:00 2020 cron.info crond[2367]: USER root pid 28688 cmd /sbin/trafficmon.lua
Fri Sep 18 08:34:03 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:34:04 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:34:04 2020 kern.warn kernel: [775130.682000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:21 2020 kern.warn kernel: [775147.820000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:23 2020 kern.warn kernel: [775149.810000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:30 2020 kern.warn kernel: [775156.747000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:33 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:34:34 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:34:34 2020 daemon.info dnsmasq-dhcp[13591]: DHCPREQUEST(br-lan) 192.168.0.126 e0:89:7e:4b:83:d5
Fri Sep 18 08:34:34 2020 daemon.info dnsmasq-dhcp[13591]: DHCPACK(br-lan) 192.168.0.126 e0:89:7e:4b:83:d5 qishiwoenquxing
Fri Sep 18 08:34:44 2020 kern.warn kernel: [775171.017000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:46 2020 kern.warn kernel: [775172.760000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:49 2020 kern.warn kernel: [775175.765000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:34:55 2020 kern.warn kernel: [775181.768000] nf_conntrack: table full, dropping packet
Fri Sep 18 08:35:00 2020 cron.info crond[2367]: USER root pid 28834 cmd /usr/bin/thermalProtection /sys/devices/i2c-0/0-0048/hwmon/hwmon0/temp1_input /sys/devices/i2c-0/0-004f/hwmon/hwmon1/temp1_input
Fri Sep 18 08:35:04 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:35:04 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:35:24 2020 user.info wifi-doctor-agent[13069]: [iot] Connecting to a18tgmo948riq7-ats.iot.ap-southeast-2.amazonaws.com, port 8883
Fri Sep 18 08:35:29 2020 daemon.notice mosquitto[20580]: Client CP1918RA70G||Technicolor DJA0231||20B001 has exceeded timeout, disconnecting.
Fri Sep 18 08:35:29 2020 daemon.notice mosquitto[20580]: Socket error on client CP1918RA70G||Technicolor DJA0231||20B001, disconnecting.
Fri Sep 18 08:35:34 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan_ok)
Fri Sep 18 08:35:34 2020 daemon.notice wansensing: (L3DHCP) runs L3DHCPMain.check(ETH,supervision_wan6_ok)
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 15: in connect asynch - Lookup error.
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [iot] mqtt_connect error
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 14: in publish - Protocol error
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [fhc] Failed sending stats object
Fri Sep 18 08:35:34 2020 user.warn wifi-doctor-agent[13069]: [fhc] Disconnection detected with status 14
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 14: in loop_write - Protocol error
Fri Sep 18 08:35:34 2020 user.err wifi-doctor-agent[13069]: [mqtt] MQTT error 4: in loop_misc - The client is not currently connected.

 

 

 

Thanks for your help!!! Thank you very much!!!

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Does anyone have internet dropping out problem with NBN?

You have the Technicolor version of the modem. The manual can be found here.

 

https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Telstra-Smartmodem-Gen-2-Technicolor-version-...

 

The problem seems to be caused by WiFi-doctor which Telstra uses to remotely diagnose and fix WiFi faults. It is not a problem with the NBN link. If you haven't already done so I would try factory resetting the modem.

Highlighted
Level 2: Rookie

Re: Does anyone have internet dropping out problem with NBN?

Thanks for the advice.

 

I have tried resetting modem, but the dropouts still happen on 02 and 32 every hour...

 

 

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Does anyone have internet dropping out problem with NBN?

Suggest you disable Protected Management frames on both WiFi bands this was a new security feature assed by recent firmware update.

The only other thing I can suggest is try selected a fixed channel for both WiFi bands. Use a non DFS channel for 5 GHz.

Highlighted
Level 2: Rookie

Re: Does anyone have internet dropping out problem with NBN?

Thank you for your suggestions, I called Telstra. One hour later, still dropout, but the duration reduced from 3 mins to 20 seconds... I guess it's good enough now... 

 

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit