Help17
Level 1: Cadet

NBN Internet Constantly Dropping Out

Switch over to NBN since September 2017. Working all good, untill 31 Jan 2017. 

 

Day 1 - connection started droping in and out every 15 minutes for the whole night. (modem TG799vac)

Day 2 - rang technical support, go through the typical drill, reset modem etc etc. Line still drop off every 15 minutes. The philipine call centre say they will do something in the backgroud to set the connection profile to stable. 

Day3 - still droping out. Advice to replace the modem. 

Day  5  - replace modem with Telstra Sagecom F@st 5355. Still droping out. Call technical support. The philipine call centre asked me to wait and they will raised a service request to NBN. Asked me to manually record the dropout as in when it happend. 

Day 6 - call telstra technical support everyday for updates 

Day 11 - now... still not solution! drop out every now and then.... ocationally may have stable connection for a few hours than drop out. 

 

 

Please help, what more I can do ..!!! wasted too much time on these. 

 

 

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17 REPLIES 17
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: NBN Internet Constantly Dropping Out

These instructions assume you have a FTTN connection.

Reboot Gateway

When the next drop out occurs.

log into gateway at http://10.0.0.138
admin/admin
Go to Advanced / Gateway Settings / Statistics and expand "LAN Layer 1-xDSL

 

Capture14.JPG
This shows the state of the VDSL connection. If its a good connection it should be similar to the image above. Otherwise you have a bad line. (Look for severely errored seconds, Loss of frames, Re-Synchronisations)

 

If it is a bad line contact support and insist that they send a technician to investigate.

 

If they don't send a technician lodge a complaint using on line form https://www.telstra.com.au/contact-us/feedback-complaints

If that doesn't work contact TIO
https://www.tio.com.au/consumers
1800 062 058

Bronwyn3
Level 2: Rookie

Re: NBN Internet Constantly Dropping Out

Hi there make sure you have removed the filter/splitter and only have athe cable from wall socket going into the DSL port on modem and see if that helps with drop outs.  One thing I have found that no one tells you that you no longer need the filer on the line once you have switched over to the NBN network

OKernel
Level 3: Gumshoe

Re: NBN Internet Constantly Dropping Out

I am having the same problem with the NBN, which was recently connected in our area, dropping out frequently for a couple of minutes each time.  When ours was connected we were told that we might lose the internet briefly during the connection process. Surely we would not be affected whilst others were being connected(?)

Tried to look at the Gateway during the last disruption, but the statistics on my gateway are not being collected; is there a way to turn them ON/OFF?  Status says DOWN not UP. I have FTTN.

Shellock
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

As you have FTTN, have you removed the filter as Bronwyn3 suggested and unplugged any devices still connected into any additional phone sockets that you may have?

 

Have you contacted Tech Support yet on 1800 834 273 to report the issues that you are experiencing and request a stability profile be added?

 

- Shelly

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OKernel
Level 3: Gumshoe

Re: NBN Internet Constantly Dropping Out

Hi Shelly.  I only have one landline phone connected to the modem router, and it does not have a filter.  Nor is there one between the socket and the modem router. The other phone socket in the house is empty.

 

I will phone Tech Support as you suggested.  What is a "stability profile"?

 

Ian

Shellock
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

It's programming added to help provide a more stable service which may come at the cost of a slight speed reduction. It provides the optimal balance between speed and stability for the individual service.

 

- Shelly

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OKernel
Level 3: Gumshoe

Re: NBN Internet Constantly Dropping Out

OK, I'll try that.  Do you know why my gateway is not collecting statistics?  I cannot find a way to turn them ON.  I figure that if my gateway is "broken", then that might also be the cause of my frequent dropouts.

Shellock
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

I don't I'm sorry. You can try restoring your modem to factory defaults and reconfiguring any personalised settings to see if that addresses the issue of collecting stats,

 

- Shelly

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OKernel
Level 3: Gumshoe

Re: NBN Internet Constantly Dropping Out

OK, I have finished with Tech Support.  They want me to log my dropouts over the weekend, and they will call me back on Monday morning to discuss them.  I'll post the result of that here afterwards.  Cheers

 

Ian

Shellock
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

Thanks for the update. Hopefully this will bring you one step closer to getting this issue resolved.

 

- Shelly

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Sekhaw
Level 4: Private Eye

Re: NBN Internet Constantly Dropping Out

Any progress on this one?

 

I'm having this problem myself. So far been connected since last Thursday. Started fine but then noticed now it drops at least once every hour. Have tried restarting, a full factory reset, fiddling with wifi channels (shouldn't make a difference - the whole gateway clicks off and loses connection with network itself).

 

I have today requested to disable Telstra Air that I thought might be making a difference. I'm at the point where I'm just trying anything that might be a possible cause.

 

I haven't approached anyone at Telstra yet as I know they'll want to just run me through everything I've already tried.

 

At the moment I'm waiting for it to drop again and I'll be on the phone to TFIBRE.

Bruce1964
Level 2: Rookie

Re: NBN Internet Constantly Dropping Out

I have a fixed wireless service. I never get dreen lights on the NBN box for signal from the antenna. I don't think it was installed high enough on the roof. Which I question the guy installing it. And in any conditions it drops out. But the modem works perfectly. Sick of this third world **bleep** already. I'm an ex Telecom tech and these blokes are antenna installers. They do the job as quick and easy as they can. Who do I talk to to move the antenna / dosh up higher for proper line of sight
AlistairQWA
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

Hi Bruce1964,

 

If the signal strength is causing an issue this is something that can be looked into as a request to NBN from technical support on 1800834273.

 

- AlistairQWA

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Moh1
Level 2: Rookie

Re: NBN Internet Constantly Dropping Out

My fttn service should be active on 15th. I was using my Netgear for ADSL2+. As soon as I attached the Gateway, from 4.5mbps to 3.2 Mbps. Plus very unstable. Dropping out frequently. Ok post 10pm but morning till 10pm, drop out after drop out. What's WRONG??
Lindy
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

Hi Moh1

 

You would be best to raise your concerns with our 24x7 Technical Support Team on 133933 for further assistance

 

Kind Regards

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GJ76
Level 1: Cadet

Re: NBN Internet Constantly Dropping Out

I have the same issue with the internet constantly dropping out. Followed CF4's instructions to log onto modem and navigated to the statistics. When I go the the LAN Layer 1-xDSL it says status is down. If I go to the General tab, xDSL status is up?

 

Is my modem incorrectly configured?

Kenobi
Telstra (Retired)
Telstra (Retired)

Re: NBN Internet Constantly Dropping Out

Hi GJ76, 

 

If you're having constant drop outs, please contact our specialised NBN support team on 1800 834 273 (and say faults when prompted). They'll be able to look into this for you.

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