Highlighted
Level 1: Cadet

Nbn drop outs everyday

Please, please can anyone help I'm at my wits end. We went onto nbn at beginning of year (the super fast plan) and since day one ( yes it's been 8 months) the internet drops anywhere from 1 to 12 times a day. The Eco light on router goes red, lights on nbn box goes off and phone line drops. Usually comes back on by itself after 30 to 60 seconds. Have logged it so many times, they have replaced router/modem and nbn box and still problem persists. I work from home for IT company so this is impacting on my work, have lost hours of work when ftp'ing files or list work I can't save etc. can anyone help?

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
14 REPLIES 14
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Nbn drop outs everyday

Hi Trace21, 

 

I am sorry to hear of the ongoing issues that you are still experiencing with your service. 

 

At this stage it would be best to contact the NBN support team again to have this escalated further. They will need to review the connection as a whole to see what is causing the drop outs to occur. 

 

-Patrice

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 2: Rookie

Re: Nbn drop outs everyday

im sorry to hear whats going on.  I have had the same problem, altho i am on wireless nbn.  I am assuming your on cable?

Highlighted
Level 2: Rookie

Re: Nbn drop outs everyday

I know exactly what you mean and I'm sure there is more of us out there. I called the telecommunications ombudsmans about it. They helped a lot. But still never ending dropouts. I'm seriously thinking we need to find more of us and start a class action.
Highlighted
Level 1: Cadet

Re: Nbn drop outs everyday

I am in the same boat regarding dropouts with NBN ...

Before I moved to Telstra NBN, I was with a different ISP using the ADSL protocol for more than 3 years and did not experience Dropouts or a service that makes me truly wonder if they listen or care ...

After many days of exploring on who to change with because the Supplier at the time was not thinking seriously about the transition to NBN in the early rollout at by reputation and service, Especially SERVICE, I decided to go with Telstra ...

At first for the first 6 months we still were using ADSL until the NBN went live ...

During this time and from day one I was having dropouts ...

I have logged more than 18 times of getting in contact with support and have had some many different excuses and tests that I will eventually will list them so all can try first before getting in contact with support to inform that all have failed ..

Well, with me they did ...

3 months ago our NBN went live and I think I was the 2nd to connect to our Node that connects to the rest of the fibre ...

I should mention that we were not given full Fibre to the Home ... We are using the VDSL protocol which is Fibre to the Node up the street then Copper to the house ...

I am getting about 28Mbp download and 6Mbp upload BUT ... Still getting Dropouts ...

The Modem that has been replaced for the 2nd time, supposidly, a new version has not fixed the problem ...

I have not mentioned yet, the dropouts are not constant, though all over the place ... not lasting too long BUT long enough to be frustrating ...

I hope TELSTRA is reading this and makes note ...

I took out a 24 months contract with TELSTRA and are in the process in legal action to get out of the contract ...

Its been over 6 months now and I think I have been kind in patience for support to work it out or at least given me a decent reason why I should stay any longer ...

So .. for those who are experiencing the same, I do commiserate with you …

Should any one have a suggestion or answer to what is happening … PLEASE LET US KNOW …

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Nbn drop outs everyday

Hi imaginableart

 

Sorry to hear you're having intermittent issues with service drop outs. 

 

There are a number of reasons as to the cause of these kind of issues and I see that the modem has been replaced to try and narrow down the cause. intermittent issue are some of the hardest to diagnose and resolve due to the issue not appearing to be there all the time and in some cases only under certain conditions that are often localised. 

 

At this time the NBN support is offer from the following contact - 1800 834 273

 

I do hope the issues get resolved as soon as possible 

 

-Ashley

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 2: Rookie

Re: Nbn drop outs everyday

Happening to me everyday and getting worse. Forget ringing up, forget the trouble shooter, forget getting a new modem, forget all the resetting, this is about Telstra not buying enough bandwidth from NBN. Every one in the overseas call centers are just patting us down IMHO All you can do is reset your netwirk adaptor, just right click on the network access item in your tray(next to the clock) it will fix it untill it happens again. I was definitely better off with the ADSL but NBN has proved cheaper and has more things.

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Nbn drop outs everyday

@ozepool,

 

Thanks for sharing your thoughts, I'll pass these on.

A lack of bandwidth won't cause a drop out issue. Lack of bandwidth will cause a slow speed issue.

 

I apologise that you've had drop out issues, however, to have these investigated, you'll need to speak directly to our team on 1800 834 273.

 

- Matt

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Nbn drop outs everyday

If resetting your adapter is fixing it temporarily, the issue is not with your internet connection but with the way the computer and modem are communicating with eachother

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
Highlighted
Level 1: Cadet

Re: Nbn drop outs everyday

Hello, I am one of the many dissatisfied customers of the new NBN.From day 1 there have been problems as listed

1/ the poorly trained contractors who installed my fibre to the premises connection ( one of the `lucky` ones to have it) were at the end of their work day and did a lousy job of installing the fibre service line.The one inside my house complained to his work mate outside that he had cut the fibre too short.They proceeded to do a botched job of installing and left assurering me that it would be working very soon.Later that night after I had complained to the NBN call centre a technician was dispatched to my house to rectify the problem.His inital reaction was one of disgust at the botched install.He did his best to remedy the connection and left saying that it `should` be ok but he could not be 100% sure that it would last.

2/ After many complaints to Telstra about drop outs and very slow download speeds my modem was replaced.This has not solved the problem and I have now escalated the issue to the Telecommunications Ombudsman.

3/ the slow download speed issue is at it`s worst weedays from approximately 3pm (when school children get home) to 8pm so I am assuming it is related to peak usage.Why is this occurring when I have fibre from my home to the exchange? I can only guess that the exchange infrastructure has not been upgraded to handle the extra traffic associated with the NBN upgrades.

Highlighted
Support Team
Support Team

Re: Nbn drop outs everyday

Hi RM400MAN,

 

Sorry to hear you're having issues with your NBN connection.

 

If you have lodged a case with the TIO they will be in touch to work towards a resolution for you.

 

-Chris

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 1: Cadet

Re: Nbn drop outs everyday

Just curious how everything worked out for you?

 

I signed up just under a fortnight ago to a two year contract and feel my story is somewhat mirrored.

 

Two NBN technicians later and a stability profile change and while it's better than a few days ago, I'm still experiencing regular drop outs. Up to 6 drop outs in a short 5 hour window. 

 

I have all the patience in the world and I never take it out on the girls on the phone, I'm trying my best to persist hoping it will be resolved but I am preparing for the worst.

Am I to continue paying good money for a service that is simply inadequate?

 

It becomes a question of principle. I'm honoring my end of the contract by paying my bill, but they don't seem o be honoring theirs by providing me the service they promised in our contract.

 

I will state for the record.. The girls in the Tech Center have never stopped trying to have it resolved and always keep me updated. But there comes a time where I can't keep taking time off work for this.

 

 

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Nbn drop outs everyday

Hi Peter7771 , This is certainly not the experience that we want our customers to have and I do apologise for the issues you are having, so i can have look at this for you do you have a reference number?

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
Level 1: Cadet

Re: Nbn drop outs everyday

Telstra don't care. They just want your money while giving your poor internet and bs replies.

There are plenty of other services who give a good service and net. Hope your net gets sorted for your work purposes cause Telstra don't give a crap
Highlighted
Level 1: Cadet

Re: Nbn drop outs everyday

You can get out of the contract easy - Telstra failed to provide you what is promised in the contract. Contact the ombudsmen. Everyone should. After they deal with telstra then maybe Telstra may care about its customers and not it's own pockets. Easy to see why Telstra are so far up the liberals behinds.

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