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New Contributor
New Contributor

Nbn modem (arris) keep restarting and lost connection

Hi there,

recently I upgraded  from adsl to nbn, after month waiting and finally I got installed and activated last week. But! After two day i found the nbn modem (not the Optus modem/router) keep restarting and then the light of the modem will stay on downstream and keep flashing. Couple call to technical support(yes! 50min call waiting), I unplug everything and plug in again, the modem back to normal but still keep restarting every 3~4 hours and stay still at downstream light. I have to unplug the coaxial cable and plug in again or sometime need to reboot the modem. I'm sick doing this stupid unplug and plug in stuff .... 

anyone have experience with this problem please give me advise ... thanks you! 

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Valued Contributor
Valued Contributor

Re: Nbn modem (arris) keep restarting and lost connection

If the NBN termination box (NTD) is restarting then that's an issue. We'll need to run a diagnostic on it and might need to raise a Service Request with NBN for it. Can you PM the below in a Private Message for us please? :

Name:

Account#:

Date of Birth:

If you can: the serial number on the NBN NDT:

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New Contributor
New Contributor

Re: Nbn modem (arris) keep restarting and lost connection

Hi 

I've got a very similar issue. NBN installed a few weeks ago, goes offline 5-10 times a day for 2-15 mins each time. Restarting sometimes seems to resolve. Any guidance on how to resolve greatly appreciated.

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RetiredModerator
RetiredModerator

Re: Nbn modem (arris) keep restarting and lost connection

Hey @Timboboz, have you reached out to Tech Support to take a look and investigate this for you? They'll be able to run some tests and escalate to a Case Manager if necessary. 


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