CrowdSupport®
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Level 1: Cadet

My new Telstra Cable Internet connection drops out intermittently

Hi

I signed up for a new cable internet connection with Telstra and my internet connection keeps dropping out. I have been with Telstra technical support many times and have done the standard trouble shooting. A technician came to our home twice and he did line testing and said the line was ok. His recommendation was to replace the cable modem and WiFi gateway, which we did and we still have intermittent dropouts.

 

I saw on a similar post that changing the downstream channel from 359 to 438 may help.

 

Can someone from Telstra technical support please help me?

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4 REPLIES 4
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Level 1: Cadet

Re: My new Telstra Cable Internet connection drops out intermittently

My cable modem start up stats
 
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel438000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOKcable_u2_tr2_netgear_docsis3
SecurityEnabledBPI+
Downstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (sym/sec)Frequency (Hz)Power (dBmV)SNR (dBmV)DOCSIS Locked
LockedQAM25696952000 sym/sec438000000 Hz6.9 dBmV40.2 dBEuroDOCSIS
LockedQAM256106952000 sym/sec446000000 Hz6.5 dBmV39.8 dBEuroDOCSIS
LockedQAM256116952000 sym/sec454000000 Hz7.3 dBmV40.4 dBEuroDOCSIS
LockedQAM256126952000 sym/sec462000000 Hz6.4 dBmV39.5 dBEuroDOCSIS
LockedQAM256136952000 sym/sec470000000 Hz6.6 dBmV39.9 dBEuroDOCSIS
LockedQAM256146952000 sym/sec478000000 Hz6.6 dBmV39.5 dBEuroDOCSIS
LockedQAM256156952000 sym/sec486000000 Hz6.9 dBmV39.4 dBEuroDOCSIS
LockedQAM256166952000 sym/sec494000000 Hz6.8 dBmV39.0 dBEuroDOCSIS
Upstream Bonded Channels
Lock StatusModulationChannel IDSymbol Rate (Ksym/sec)Frequency (Hz)Power (dBmV)
LockedATDMA25120 Ksym/sec61800000 Hz57.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 
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Level 23: Superhero
Level 23: Superhero

Re: My new Telstra Cable Internet connection drops out intermittently

How many times a day does the connection drop? When it drops does it affect devices both on wifi and ethernet connections? Do any lights change on your modem?
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Level 4: Private Eye

Re: My new Telstra Cable Internet connection drops out intermittently

If you have been given a Smart Modem Gen 2 Technicolor DJA0231 you could try this:
- Login to gateway: 192.168.0.1
- Go to Local Network
- Under DHCP settings go to "Lease Time"
- Change 1h to 504h (this is the longest period permitted
- Press close

Not everyone with the dropout problem has found this to work but some of us definitely find it helps. It seems that the modem is dropping devices once the DHCP Release Time expires. The default setting as delivered is only set to last 1hour. After this time it drops devices and won't renew their IP address. This was never a problem on any other router I have ever used btw. With this so called Smart Modem I set mine to the max i.e. 504h. If it drops again (say) after being being powered off overnight then I change it to 503h and if it happens again back to 504h etc. I find the dropped off devices bounce straight back on to the wifi or ethernet connection within seconds and seem to stay there.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: My new Telstra Cable Internet connection drops out intermittently

The upstream voltage is height. It could be fault with the cable Tap in the street.

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