DeL_
Level 1: Cadet

Internet Cuts out

Alright so this is really annoying me but whats happening is, every 1-2 hours my internet cuts out, not the wifi, i mean the whole internet so nothing works, then it comes back on in 2 minutes, and i know some of you might say "oh thats not bad, just wait the few minutes and keep going", but i like to play video games on my PC and when i have to wait a full hour in a loading queue because the server is full is very annoying, someone please help

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
9 REPLIES 9
Baski
Level 2: Rookie

Re: Internet Cuts out

I have the same issue for last 4 days.. and every day i am talking to someone in india and nothing is happening. High school kid needs to do his assignment but NO internet at home. 

 

My NBN movement has been a big disaster. I live in 2170 area. 

 

Telstra have some mercy on us.... 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet Cuts out

What type of internet connection is it?

What do the dsl/wan/link and internet/online lights do when it drops? or does the whole gateway seem to reboot? (all lights turn off except power)

 

 

If it is ADSL, Fibre to the Node, or Fibre to the Basement, Post your modem stats:

On a Telstra Gateway, you can find them via http://10.0.0.138/ or http://192.168.0.1/ > Advanced > Broadband or Advanced > Gateway Settings > Device Info > General > xDSL (At the bottom) of the page. You're looking for line rates, power levels, attenuation etc

default password is generally 'admin'

 


Have you contacted BigPond tech support about it yet?

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Baski
Level 2: Rookie

Re: Internet Cuts out

 

 

Hi Thanks

 

It is FTTN NBN connection - got connected on Aug 21st. Before NBN I had ADSL 2+ with 12 MBPS speed, but after NBN it was below then 10 MBPS. Some how, they fixed the speed 36 hours ago.. however internet is not stable... 

 

YES, have been speaking to all technical support teams in the world ( india, manila and sydney). Someone called me from some sydney number yesterday lunch time and said they will monitor the situation on the router whether it can hold the registration or not, if not they will contact me again within 24 hours to communicate the they might ship me with new router. So, it is more than 32 hours... and still waiting... waiting ..

 

Everyday, I have been speaking to someone and in response, all i have is "no-reply@ telsra.com.au" emails saying the same blah..blah..blah...  Solution seems to be not in sight. 

 

 

Below are the details. ( you can see it is working for only last 20 mins)

 

xDSL

Status Connection TimeLink StatusStandardLine EncodingLink encapsulation
UP
00h20m05s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet Cuts out

need to see the entire set of stats: Line rates, attenuation, noise, etc

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Baski
Level 2: Rookie

Re: Internet Cuts out

Here you goo...

 

Speed is kind of ok. However, it is not stable.  I have lost my internet connection more than 8 times in last 24 hours...

 

 

 

xDSL

Status Connection TimeLink StatusStandardLine EncodingLink encapsulation
UP
00h38m35s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
 Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
DownstreamUpstream
265866400
265867815
9.106.10
26.900.00
14.506.20
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet Cuts out

Hmm no real issue there

 

When the internet drops out. What happens with the Link and Online Lights?

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Baski
Level 2: Rookie

Re: Internet Cuts out

The lights on the top NBN becomes "blue" and Internet  is "white"... but sometimes it is all green but still can't get internet. 

 

Love NBN... :-)

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet Cuts out

Look like a drop fault, could be the modem that's the issue

 

unfortunately you may have to call NBN Assurance again 1800 834 273

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
VaB
Level 1: Cadet

Re: Internet Cuts out

Hi,

Please check if PSTN cable is out from base (Shoud always be out as you are on NBN now) and you should have modem connected direcetly into the main phone socket on wall. If any changes made do factory reset on modem. Use clip on toothpick and use the reset pin hone below power light. 

Hope this helps. 

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