Level 2: Rookie

NBN FTTC Dropping out

Answered

Hi,

 

I have recently converted to FTTC from ADSL2. 

My ADSL2 service was solid, no issues with it.

Since converting, I am having problems with the NBN service dropping out intermittently.

I have confirmed the only device plugged into a phone socket is the NBN modem.

 

When the connection is down, I can still connect to the Telstra Modem (192.168.0.1) and when I check the modem log, there are a series of errors associated with each crash.

 

ACS connection failed

WAN: eth0 BFDv4 Supervision fails (multiple counts)

TR069: Inform Fail!!(Invalid URL or ACS unreachable)

WAN: Notify LTE/VOIP to do Data Disconnect/VoLTE off.

PPPoE - stop client on eth0

Ethernet WAN port link is DOWN

 

All of this makes me think the problem is with the NBN connection?

All of the normal lights remain on the NBN box during the error.

After 3-5 minutes the link comes back up.

 

The Telstra help desk goes through the same routine of asking me the colour of the lights and to check nothing is plugged in but this has been going on now for over a week on an intermittent basis. 

 

Has anyone got any clues on where to look or how to get some assistance?

 

Thanks

 

1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: NBN FTTC Dropping out

Unfortunately the online support is the only way to get the modem replaced. If they are unwilling to replace modem lodge a complaint.

 

https://say.telstra.com.au/customer/general/forms/Email-Complaint

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11 REPLIES 11
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN FTTC Dropping out

It could be a NBN or Telstra Network fault or a faulty modem. To rule out the modem and you have a another router or modem try replacing the Telstra modem to see if the fault still occurs. Also check the modem's firmware version. Current firmware version is 0.12.09r. Firmware version no is displayed on LHS of modem's login screen.

Level 2: Rookie

Re: NBN FTTC Dropping out

Thanks cf4.

 

The modem software version is showing as 0.12.09r.

Can you use an old TG800 modem by connecting it using the WAN port?

 

 

Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN FTTC Dropping out

A TG800 can be used with the WAN port connected to NBN NTD

Level 2: Rookie

Re: NBN FTTC Dropping out

Hi cf4,

Over the past few weeks still having intermittent issues.

  • I have had NBN send in their technician - checked all of the cabling and all is good.  I have noted that the link on the NTD remains connected (solid blue) when the WAN / Ethernet link between the modem and the NTD drops. Seem to rule out the NBN cabling to me?
  • I have replaced the ethernet cable between the WAN port on the modem and NTD in case it was faulty.
  • Recently I exchanged the modem as suggested to replace it with my old TG800. This seems to work quite well and has resolved the problem.

Is there an easy way to get the suspect modem exchanged? Going through the online support portal is torture.

 

Thanks

 

Damien 

Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: NBN FTTC Dropping out

Unfortunately the online support is the only way to get the modem replaced. If they are unwilling to replace modem lodge a complaint.

 

https://say.telstra.com.au/customer/general/forms/Email-Complaint

View solution in original post

Level 21: Augmented

Re: NBN FTTC Dropping out

With the xable disconnected from the modem WAN port, does the light on the front go Blue after a few (3 ~ 5) minutes - go into 4G backup mode? Does it stay stable and can you browser the internet in that mode?  Do the dropouts occur with NO devices connected (wi-fi or cable) to the modem?

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Level 2: Rookie

Re: NBN FTTC Dropping out

Hi, Steve,

When the modem is disconnected from the NTD WAN port, the light on the modem does go blue after a few minutes and into 4G backup mode.

 

My problem is the modem seems to drop the WAN connection briefly, goes red, and then usually resumes green after a few minutes. It seems that whatever causes the connection to drop, it isn't present long enough to kick over to 4G backup. The problem is the internet is down for 2 or 3 minutes each time this occurs. Sometimes this occurs multiple times but 4G doesn't kick in. If I unplug the cable it does fall back to 4G. 

When this occurs the service lights on the NBN NTD remain solid blue, and the WAN light stops blinking.

 

I should also say I am connected via ethernet to the modem and not using WiFi, so the problem isn't with the Wifi as far as I can see. I can browse to the modem web interface and see the device status when the fault is occurring and the logs report  WAN  connection aborted.

 

 

Level 21: Augmented

Re: NBN FTTC Dropping out

So with devices connected, and the modem in 4G backup mode you have NO problems, even over a long period of time? This is just to ascertain if the modem/router is OK with the NBN disconnected at the WAN port over a long period of time.

 

The WAN light will stop working because nothing is connected..

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Level 2: Rookie

Re: NBN FTTC Dropping out

I haven't tried this over a long time because it is way too slow so I don't know if it is stable over time.

I could try this out, its just that swapping out the modem seems to have fixed the problem for now.

 

I will see if it is stable over time, otherwise as suggested try to see if it will run on 4G and be stable,

 

Thanks,

Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN FTTC Dropping out

Even if modem is stable on 4G the modem could still be faulty. The fault could be with the physical WAN port on the modem. The log print out indicates a problem with NBN connection, the Telstra network or the modem.

 

"ACS connection failed

WAN: eth0 BFDv4 Supervision fails (multiple counts)

TR069: Inform Fail!!(Invalid URL or ACS unreachable)

WAN: Notify LTE/VOIP to do Data Disconnect/VoLTE off.

PPPoE - stop client on eth0

Ethernet WAN port link is DOWN"

 

There are no drops when the modem is replaced by the TG800 so it tends to indicate a fault with the modem's WAN port.

 

Level 2: Rookie

Re: NBN FTTC Dropping out

I am still having intermittent dropouts and have now had the opportunity to try and learn a few things.

 

Despite initially thinking I had stopped the problem, the dropouts continue to occur, however, they seem to only occur when it is windy and or rainy, which makes me think there is some sort of wiring problem? 

 

I now have had the house rewired, from the point of attachment on the front of the house to the NBN socket, with new cable and socket. There is now only one socket and new wiring in the house. The intermittent dropouts continue.

I have replaced the patch cable between the NBN box and modem - no change.

I have tried a different modem by using an old TG800 modem - no change.

 

Good news is I  found that to get the modem to not cause problems when in 4G LTE back up, I needed to change the modem settings under LTE to use IPv4V6 instead on IPv6. The connection now works well when it fails and falls over to LTE backup, albeit slow, and not as disruptive.

 

The log from last drop out, during last nights storm, is as follows.

 

21.12.2020 20:15:30 WAN: Notify VOIP to turn on VoLTE.
21.12.2020 20:15:30 WAN: Notify LTE to do Data Connect.
21.12.2020 20:15:30 WAN: Notify VOIP now switch to LTE.
21.12.2020 20:15:30 WAN: Pending Over
21.12.2020 20:15:30 DHCPv4 Script: BOUND(eth0)
21.12.2020 20:15:30 DHCPv6: Request on eth0, interval 4000ms.
21.12.2020 20:15:27 DHCPv4: WAN0 BOUND ACK
21.12.2020 20:15:26 DHCPv4: WAN0 REBIND received: DHCPOFFER
21.12.2020 20:15:26 DHCPv4: WAN0 REBIND Send Discover
21.12.2020 20:15:21 DHCPv4: WAN0 REBIND Send Discover
21.12.2020 20:15:17 DHCPv6 - notify agent to start client on eth0
21.12.2020 20:15:17 DHCPv4 Script: PREINIT(eth0)
21.12.2020 20:15:17 DHCPv4 - start client on eth0
21.12.2020 20:15:17 PPPoe Discovery: Sending PADI.
21.12.2020 20:15:17 PPPoE - start client on eth0
21.12.2020 20:15:17 WAN: eth0 link up
21.12.2020 20:15:13 Ethernet WAN port link is UP
21.12.2020 20:14:51 Start web redirect (CMD_BOOT_NEW)
21.12.2020 20:14:50 WAN: Notify System Services WAN v6 Stopped (eth0)
21.12.2020 20:14:45 WAN: Notify System Services WAN v4 Stopped (eth0)
21.12.2020 20:14:43 WAN: Pending 45 seconds + Random delay 2 seconds
21.12.2020 20:14:43 WAN: eth0 Physical Link Down.
21.12.2020 20:14:39 Ethernet WAN port link is DOWN
21.12.2020 20:14:38 DHCPv6: Release on eth0, interval 1000ms.
21.12.2020 20:14:38 DHCPv4 - stop client on eth0
21.12.2020 20:14:38 DHCPv4 Script: RELEASE(eth0)
21.12.2020 20:14:37 WAN: eth0 link down

 

Any other thoughts?

 

Thanks

 

Damien

 

 

 

 

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