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Level 2: Rookie

Internet (NBN) keeps dropping out

I've just recently migrated from ADSL to NBN (FTTN). I already had the Telstra Gateway Max box so kept that through switchover. Everything was Ok for first couple of days but now I regularly get internet dropouts. It's happening two or three times an hour so very annoying when streaming.

Testing has shown that I'm maintaining my wired and wireless connections to the router and I can still login to the router console. It reports that the Internet is down, and the Internet light is red on the physical box. Leave it a couple of minutes and it comes back up.

Logs on the device only seem to start from the time stamp of each outage, so looks like box is possibly rebooting or at very least the VDSL connection is getting dropped.

I've tried rebooting and resetting the box but without any success.

Any suggestions?

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5 REPLIES 5
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet (NBN) keeps dropping out

When the internet light goes red, what's the WAN light doing?

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Internet (NBN) keeps dropping out

Also in the router console, go to advanced > broadband and post the stats there

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: Internet (NBN) keeps dropping out

Just caught another outage, and WAN light was flashing green (although I dont have anything connected to the WAN port, so not sure if that is indicative of anything or not)

 

Stats are

 

DSL Status
Up
DSL Uptime
45sec
DSL Type
VDSL2
DSL Mode
Fast
Maximum Line rate
11.32 Mbps 50.43 Mbps
Line Rate
11.32 Mbps 48.08 Mbps
Data Transferred
648.44 MBytes 2435.8 MBytes
Output Power
13.6 dBm 8.1 dBm
Line Attenuation
7.8, 43.7, 66.4,N/A,N/A dB 19.2, 54.3, 82.9 dB
Noise Margin
6.6 dB 6.8 dB

DSL information
Modem Time
2days, 00:42:32
Current Day Start
Tue Sep 13 2016 22:14:16 PM, 00:41:30 ago
Showtime
0days, 00:01:05
DSL Standard
VDSL2
Max Bandwidth Down
50.49Mbps
Max Bandwidth Up
11.32Mbps


DSL stats
Parameters                                             Last 15 min                         Current Day                  Prior Day            Showtime
Link Retrain Count                                       1                                            1                                    1                            0
Sync Bandwitdh(Down/Up) - - - 48.08M/11.32M
Loss of Sync,LOS(Local/Remote)            0/0                                       0/3                                 0/4                          0/0
Loss of Framming,LOF(Local/Remote)   0/0                                       0/3                                 0/4                          0/0
Loss of Margin,LOM(Local/Remote)        0/0                                       0/0                                0/0                           0/0
Forward Error Correction,FEC         3860/11968960                      9/2368                     3860/11968960       0/17233
Cyclic Redundancy Correction,CRC        0/0                                    0/649                          7/8639                        0/0
Errored Seconds,ES                                    0/0                                      0/35                           3/1439                        0/0
Severely Errored Seconds,SES                0/0                                      0/17                             0/221                       0/0
Unavailable Seconds,UAS                        0/0                                    88/102                         82/123                       0/0

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Level 1: Cadet

Re: Internet (NBN) keeps dropping out

my internet dropped out every hour all last week. now I have nothing. I don't think they care what your issue is. i certainly get that impression.
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Level 2: Rookie

Re: Internet (NBN) keeps dropping out

Sorry you're having issues, but this is Crowd Support - there's not much point in coming here to bash Telstra. Take it up directly.

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