Level 1: Cadet

NBN Drop-outs

Since I had NBN forced upon me in October last year I have been experiencing several instances of drop-outs every day. Sometimes only 1 or 2, sometimes as many as 8 or 10.

Many calls to Telstra call centre have achieved absolutely nothing. A new modem (call centre decided the 1 I had was faulty) has resulted in exactly the same problem. When the NDN dropped 3 days ago I disconnected the line and left the modem on 4G backup. Result, absolutely NO dropouts whatsoever for the entire 3 days. I reconnected the line and within 30 minutes I experienced a drop-out.

Any suggestions would be appreciated.

Maybe the only solution is to find an NDN provider with a call centre that actually listens and will DO something.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
Level 23: Superhero
Level 23: Superhero

Re: NBN Drop-outs

What type of NBN do you have?
I work for Telstra, but my opinions are my own and not that of Telstras
Level 25: The Singularity
Level 25: The Singularity

Re: NBN Drop-outs

If you have an FTTN connection check the link stats in the modem. (Advanced > Diagnostics > xDSL)
If there are Link retrain counts then probably faulty termination in the node or one of the connecting pillars or pits.

Since you have had the new modem have you reported the continuing problem?
Level 1: Cadet

Re: NBN Drop-outs

I check the stats daily and photograph the screen for my records.
And of course I reported the continuing problem.
And of course I have turned the modem off and on.
The issue is in the line somewhere.
This is proven by using 4G backup for more than 3 days with NO problems.
As soon as I reconnect to the line........you got it!!!
Drop-out within 30 minutes.
Telstra call centre "applied some stabilisation" and that did not help, it only slowed the NBN down (who would have thought that would not happen).
I am an ex Telstra Line Serviceman, I know and understand the trouble with fault finding.
However, to find a fault the fault must first be looked for.
Telstra and NBN have done nothing so far and I expect this to continue.

DSL stats
Parameters Total Current Quarter Previous Quarter Current Day Previous Day Since Sync
Downstream FEC 15472642 5 23 1693271 316303 156854
Upstream FEC 122333 0 0 14019 1820 1684
Downstream CRC 7538 0 0 1273 289 201
Upstream CRC 488 0 0 15 4 3
Downstream ES 2790 2790 0 0 465 93
Upstream ES 149 149 0 0 11 2
Downstream SES 1474 1474 0 0 229 50
Upstream SES 30 30 0 0 0 0
Downstream UAS 510617 510617 0 0 203 81628
Upstream UAS 510219 510219 0 0 186 81628
Downstream LOS 20 0 0 1 0 0
Upstream LOS 0 0 0 0 0 0
Downstream LOF 15 0 0 0 0 0
Upstream LOF 0 0 0 0 0 0
Downstream LOM 0 0 0 0 0 0
Upstream LOM 0 0 0 0 0 0
Level 25: The Singularity
Level 25: The Singularity

Re: NBN Drop-outs

Testra no longer owns the infrastructure and before NBN Co will agree to send a Technician if the modem is more than six months old Telstra has to test link with a second modem.

If you done so already lodge a complaint. Complaints can be lodged by using online form or ringing 132200 and when asked say reason for call is complaint.

Level 1: Cadet

Re: NBN Drop-outs

As I originally stated, I was forced to NBN in October last year.
That is 5 months ago, therefore my newly supplied Telstra modem could only be 5 months old.
it was replaced on February 22, that is about 2 weeks ago, therefore the replacement is only 2 weeks old and the drop-outs are still occurring.
Telstra is using the "we don't own the infrastructure" as an excuse.
Telstra is being paid by me for providing a service, they are responsible for providing that service, I am responsible for paying for it. That is simple contract law. Telstra is in breach of that contract by NOT doing everything in their power to provide that service.
I will take your advice and lodge a complaint.
Thanks for your response.

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