Frequent internet drop outs

[VicFer]

Six months ago I noticed some internet drop outs, then everything would be OK for 3 or 4 weeks, then another drop out and so on.

2 weeks ago I lost internet and phone line, actually the phone line was dead, internet was connecting for few minutes then dropping again.

On October 10th a technician came to my building fixed the issue, everytyhing working OK until Yesterday.

Yesterday morning I could not read my email, internet dropped out 6 times in 20 minutes.

Optus Support says that they fixed the issue and my modem/router (I ahve my own Dlink) is the problem.

I live in Ashfield 500 meters from the local axchange and I always had good service reliable and fast, something happened 6 months ago and my service got unreliable.

Is someone from the Ashfield area getting the same problems?

Regards,

Victor 

[SillyGogo]

do you still have the modem that Optus supplied to you? If yes, then reconnect it and see if the issue still occurs.

[VicFer]

Yes, I still have the original OPTUS modem/router, very old, from 2005.

I will find it and see if the issue happens.

Now connection is more stable, keep disconnecting and reconnecting.

Thanks.

[Tano]

Hey @VicFer, have you got anything in the way of a fault/reference number we could take a look at to follow up on?

[VicFer]

Hi,

This is the Ref Number: 19390416.

Today I did not see any dropout, connection seems very stable.

Previous days there were several in space of few minutes.

Regards,

Victor

[Tris · Accepted solution]

Looks like 19390416 was resolved back on 10/9 @VicFer, so I don't think any problems would be relating to that. Maybe monitor over the next few days and keep me updated. I can raise a follow up request with our Case Management team if necessary 

[KarCav]

yes, that Optus.  Poor service, high cost.

[VicFer]

Hi,

Yes the issue was fixed on Monday 10th, and worked very well the for few days.

However the drop outs continue, less frequent now.

As I said the service used to be very good, drop outs were very infrequent, maybe one in few months.

Optus Support said that maybe my modem/router has a problem.

I have my own Netgear and DLink modem/routers and it will be very strange that both cause a problem.

Specially the Netgear that I used in the last 3 years without any issue.

Anyway, how can I get my optunet account details to check if everything is Ok in my modem?

Can Optus send me a letter with the details?

Regards,

Victor

[VicFer]

Today the drop outs started happening again very frequently.

I noticed that the other day, I think was last Thursday the drop outs started while it was raining.

This morning was raining and they occurred every few minutes.

I wonder if there is some water penetration issue on the OPTUS equipment.

[GuyCS]

Hey @VicFer - can you please shoot me a private message with the following info:

Are you the primary account holder: Y/N
Full name: 
Date of birth: 
Account number:

Once we have that, we'll take a look at your service on our end and assess the next steps moving forward.

We'd also suggest using the Optus-supplied modem you were given to ensure it's not a hardware issue. It can be difficult for us to troubleshoot when you're using an alternative/BYO modem.