Level 2: Rookie

FTCC Connection Drop Outs

Answered

Hi,

 

I have an FTTC NBN connection that is a little of a few months old. I am having problems where the connection fails when it is windy or rainy. These dropouts are typically very short. (1 - 5 minutes)

 

When the fault occurs the Telstra modem reports that the WAN connection is down and the modem kicks over into 4G LTE mode. Initially, the LTE mode didn't work until I changed the modem settings for LTE from the default IPv6 to IPv4V6.

 

To try and resolve the problem I have the wiring checked by the NBN technician, no fault found, In the end, I decided to rewire the house from the point of attachment to the NBN socket with all new wiring, without effect.

I have also temporarily changed out my Telstra modem Arcadyan LH1000 with my old ADSL modem TG800, without effect. I have also tried a new Cat 5 patch lead between the NBN box and the modem.

When the link goes down the NBN modem has the power and link LEDS on, but I  think I have noticed the DSL dropping off.

 

The modem log from last night (during a storm event) showed the following (note I have filtered out the WAN entries);

 

21.12.2020 20:15:17 WAN: eth0 link up
21.12.2020 20:15:13 Ethernet WAN port link is UP
21.12.2020 20:14:43 WAN: eth0 Physical Link Down.
21.12.2020 20:14:39 Ethernet WAN port link is DOWN
21.12.2020 20:14:37 WAN: eth0 link down
------------------------------
17.12.2020 20:23:16 WAN: eth0 link up
17.12.2020 20:23:12 Ethernet WAN port link is UP
17.12.2020 20:23:08 Ethernet WAN port link is DOWN
17.12.2020 20:23:06 WAN: eth0 link down
------------------------------
17.12.2020 20:21:43 WAN: eth0 link up
17.12.2020 20:21:39 Ethernet WAN port link is UP
17.12.2020 20:20:59 WAN: eth0 link down
------------------------------
17.12.2020 20:20:57 WAN: eth0 link up
17.12.2020 20:20:55 Ethernet WAN port link is DOWN
17.12.2020 20:20:53 Ethernet WAN port link is UP
17.12.2020 20:20:51 Ethernet WAN port link is DOWN
17.12.2020 20:20:50 WAN: eth0 link down
------------------------------
17.12.2020 20:20:28 WAN: eth0 link up
17.12.2020 20:20:25 Ethernet WAN port link is UP
17.12.2020 20:20:09 WAN: eth0 Physical Link Down.
17.12.2020 20:20:05 Ethernet WAN port link is DOWN
17.12.2020 20:20:05 WAN: eth0 link down
------------------------------
16.12.2020 23:20:17 WAN: eth0 link up
16.12.2020 23:20:13 Ethernet WAN port link is UP
16.12.2020 23:19:39 WAN: eth0 Physical Link Down.
16.12.2020 23:19:39 Ethernet WAN port link is DOWN
16.12.2020 23:19:37 WAN: eth0 link down
------------------------------
15.12.2020 20:28:54 WAN: eth0 link up
15.12.2020 20:28:52 Ethernet WAN port link is UP
15.12.2020 20:28:19 WAN: eth0 Physical Link Down.
15.12.2020 20:28:15 WAN: eth0 link down
15.12.2020 20:28:14 Ethernet WAN port link is DOWN

 

Has anyone got any troubleshooting hints?

Working through the troubleshooting app with Telstra is proving a great time waster.

 

Regards

 

Damien

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: FTCC Connection Drop Outs

If you haven't already suggest you lodge a complaint to Telstra first before going to TIO.

 

Make a complaint (telstra.com.au)

 

If the DSL light is going off on the NTD then it is definitely a NBN link fault and not a Telstra fault.

View solution in original post

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Level 24: Supreme Being
Level 24: Supreme Being

Re: FTCC Connection Drop Outs

All the troubl shooting that you can do is a waist off time as it is cabling fault that was missed by the NBN technician. You have all the proof that you need. The DSL light on NBN goes off and  the modem loses its WAN conndction. This indicates a fault in the FTTC  link between NTD and DPU in the street .The internal wiring has been checked so it is not a internal wiring fault. The fact that the problem occurs in windy conditions indicates it is a street cabling fault expecialy if overhead cabling is used in your area.

Level 2: Rookie

Re: FTCC Connection Drop Outs

Thanks, you confirm my suspicions, it is overhead cabling, approx 20 years old.

 

I don't know if it is a waste of time as my repeated calls to Telstra have been unable to resolve the issue.

My trouble shooting is intended to try and eventually convince Telstra that NBN or who ever owns the copper, that the problem is on their side. So far the NBN technician has blamed Telstra and Telstra have blamed NBN.

 

At some point I expect I might need to go to the TIO.

I was hoping to make sure I eliminated everything on my side because getting help through the online help process is not working

Thanks

Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: FTCC Connection Drop Outs

If you haven't already suggest you lodge a complaint to Telstra first before going to TIO.

 

Make a complaint (telstra.com.au)

 

If the DSL light is going off on the NTD then it is definitely a NBN link fault and not a Telstra fault.

View solution in original post

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