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Frequent Contributor
Frequent Contributor

Multiple NBN Dropout Issues Cabramatta 2166 area

This is getting really frustrating and I only hope I can post this before the NBN fails again.  Intermittant issues on Sat, 26/08/2017, from 5:00 to 7:30 pm yeaterday and tried rebooting Router and NBN gateway.  This morning Intermittant outages starting from 7:30 am and continuing all day with the last 5 minutes ago.  Cut off chatting with Optus this morning and the second time got them to ring me on the mobile - a win of sorts - where they talked me through resetting the NBN gateway and said they would monitor the situation and if still issues tomorrow call me back.

 

So here ins the info from Net Uptime Monitor which pings 3 DNS servers to check availability and it looks like the service goes down around twice an hour for 5 to 10 minutes.

 

 

Failure Start          Length
27-Aug-17 9:39:44 AM    0:07:48
27-Aug-17 10:03:07 AM    0:06:50
27-Aug-17 10:27:09 AM    0:07:00
27-Aug-17 10:49:16 AM    0:06:35
27-Aug-17 11:18:03 AM    0:09:32
27-Aug-17 11:53:04 AM    0:06:16
27-Aug-17 12:17:12 PM    0:11:42
27-Aug-17 1:11:41 PM    0:06:56

 

Anyone know what is going on here?  Using the standard NBN Gateway connected via HFC and the Sagemcrap AC model with a Kogan 1900 AC Router providing the WiFi.  This is really getting annoying and was wondering if anyone else is having similar issues.  Tried the OOKLA speed test and the first was 17/18 on a 50 / 20 plan and the next, acceptable, and a third failed as it could not upload data.

 

All I get from the peanut gallery, aka teenager, is "Welcome to a third world country".

 

 

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Frequent Contributor
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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Since the last post, appropriate in this case, the NBN Internet connection dropped out completely sometime after 11:00 and was still not working this morning, Monday the 28th, and until I went out at 8:20 am and of course not a peep from Optus support.  Who said they would check it this morning and call me if there was stil a problem.  So started playing up on Saturday was worse when i called them Sunday morning, completely out this morning and no call!  Why do they keep telling porkies about what they will do?  Hasn't their complete ballsup of the NBN roll out told them anyhting?  Here are the stats form my Net Monitor - Sunday down for 30% of the day or 20 minutes and hour FFS and not working on Monday form the early hours according to son no 1 who came home shortly after midnight aka Monday morning.

 

=======================================
26-Aug-17 12:48:43 PM    Log Start
---------------------------------------
Failure Start          Length
26-Aug-17 5:19:25 PM    0:07:30
26-Aug-17 5:55:08 PM    0:07:49
26-Aug-17 6:05:33 PM    0:02:34
---------------------------------------

 

 

---------------------------------------
27-Aug-17 9:30:00 AM    Log End
Monitor Duration    1:46:14
Failure Summary:
    Count        5
    Total Downtime    0:32:52
    % Downtime    30.94
    Minimum Length    0:05:25
    Maximum Length    0:08:32
    Average Length    0:06:34
=======================================

=======================================
27-Aug-17 9:31:46 AM    Log Start
---------------------------------------
Failure Start          Length
27-Aug-17 9:39:44 AM    0:07:48
27-Aug-17 10:03:07 AM    0:06:50
27-Aug-17 10:27:09 AM    0:07:00
27-Aug-17 10:49:16 AM    0:06:35
27-Aug-17 11:18:03 AM    0:09:32
27-Aug-17 11:53:04 AM    0:06:16
27-Aug-17 12:17:12 PM    0:11:42
27-Aug-17 1:11:41 PM    0:06:56
27-Aug-17 2:14:03 PM    0:05:31
27-Aug-17 2:37:06 PM    0:09:24
0:09:24
27-Aug-17 3:10:37 PM    0:06:58
---------- Note ----------
27-Aug-17 3:23:35 PM
Reported to Optus 27/08/2017.  See previous 2 log files as there were failures reported in these also.  Failures also occurred prior to logging started also and the previous evening.
------ End of Note -------
27-Aug-17 3:42:19 PM    0:06:16
27-Aug-17 4:08:47 PM    0:05:35
27-Aug-17 4:38:50 PM    0:09:34
27-Aug-17 4:57:32 PM    0:08:06
27-Aug-17 5:20:15 PM    0:12:10

---------------------------------------
27-Aug-17 5:41:31 PM    Log End
Monitor Duration    8:09:43
Failure Summary:
    Count        17
    Total Downtime    2:15:44
    % Downtime    27.72
    Minimum Length    0:05:31
    Maximum Length    0:12:10
    Average Length    0:07:59
=======================================
=======================================
27-Aug-17 5:41:38 PM    Log Start
---------------------------------------
Failure Start          Length
27-Aug-17 5:45:37 PM    0:10:25
27-Aug-17 6:06:54 PM    0:08:39
27-Aug-17 6:31:00 PM    0:09:01
27-Aug-17 6:54:34 PM    0:10:03
27-Aug-17 7:17:15 PM    0:14:08
27-Aug-17 7:43:34 PM    0:08:40
27-Aug-17 8:06:58 PM    0:09:45
27-Aug-17 8:28:39 PM    0:11:00
27-Aug-17 8:46:45 PM    0:08:42
27-Aug-17 9:03:04 PM    0:12:33
27-Aug-17 9:19:21 PM    0:13:05
27-Aug-17 9:34:53 PM    0:11:32
27-Aug-17 9:50:08 PM    0:08:12
27-Aug-17 10:04:46 PM    0:10:17
27-Aug-17 10:20:53 PM    0:08:02

=======================================
28-Aug-17 6:10:26 AM    Log Start
---------------------------------------
Failure Start          Length
28-Aug-17 6:10:29 AM    ---------- Note ----------
28-Aug-17 8:11:04 AM
Only Power light and on and Downstream light is blinking.  I tested the cable I replaced yesterday and it is OK.  No internet from time monitoring started until now 8:10 am.  Computer being turned off to conserve power.
------ End of Note -------
2:00:43
---------------------------------------
28-Aug-17 8:11:13 AM    Log End
Monitor Duration    2:00:45
Failure Summary:
    Count        1
    Total Downtime    0:00:00
    % Downtime    0.00
    Minimum Length    0:00:00
    Maximum Length    0:00:00
    Average Length    0:00:00
=======================================

 

At least it is back up and running at present but no feedback at all about what happened so i will have to ring.  Where is customer service?

 

 

 

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Frequent Contributor
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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Apparently the service was still down at 11:00 am so more than the 24 hours when I was promised a call to let me know what was happening.

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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Still no mention of what caused the problem or how, or if, it was fixed.  So thanks Optarse.

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RetiredModerator Tano
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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Really sorry to hear about the issues you've had, @Albus. How have things been since your last message? There may well have been a fault in the area, which you can determine directly on our Service Status page. Hopefully things have improved since last week.


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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Yes there are no issues, like that anyway, at present, @Tanobut the issue is no feedback about the issue, what caused it, or what fixed it.  I am still waiting for contact about removing the excess cable and other hardware from the old Optus HFC Network from the house.  Remember that this "installation" was finalised in April so i have been waiting 5 months for this to be done.  Despite ringing specifically about this issue in mid August still nothing and had to ring up about my bill as certain rebates appear magically on the account but are not shown on the bill as the transactions are posted separately - all just adding another layer of complexity to what should be a listing of all billing and credits on the monthly invoice.

 

I am technically inclined so I like to know what has gone wrong especially where it dramatically impacts communications as the home phone is totally dependant on the rest of the tech working correctly. 

 

I appreciate the work the moderators have to do to try and answers queries here but the problem is Optus business actions around customer tech support and service and these can only be solved by Optus.

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RetiredModerator Tano
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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Completely understand, @Albus. Hopefully you can get some answers soon, it's completely reasonable to want to know what caused the issue in the first place.


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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

The BS still continues.  Now the voip phone is breaking up / scratchy when being used or not working for hours at a time and with no warning.  Not sure if it is a NBN issue, as in caused by the long ping times we regularly get, or just the usual sub-standard service that Optus loves to give to customers.  Still no word on the removal of the old HCF cable from the house even though I have called optus twice about it.  Not sure if it is worth ringing again to ask or just request a complaint number and refer it directly to the TIO.

 

I would love some answers soon but don't want to keep ringing as they ignore any request or pretend to action it. 

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RetiredModerator AlexRH
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Re: Multiple NBN Dropout Issues Cabramatta 2166 area

Hi @Albus, definitely understand where you're coming from here 😞 Is this something that you've since raised with our Faults team for further investigation?

If not, please PM me (for privacy purposes) so we can help out. 


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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