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Constant Internet Drop out

Hi all,

 

Hoping someone here has the answer to my question.

 

I've been a happy little camper with broadband for years, no issues until I was forced over to the NBN.

 

It now seems that whenever I open my MacBook Pro and login, the internet drops out...I'm assuming there is some sort of conflict. 

 

I know it drops out because my TV is connected and it notifies me that there is no connection, I have to then reboot the modem (supplied by Optus).

 

The Optus support team have requested I buy an wifi extender, which has not helped at all...I've had no luck with the support team and this issue has become a real problem for me...hoping someone can help...

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Re: Constant Internet Drop out

What kind of NBN are you on?

 

When the 'drop out' occurs, can you access your modem or not?

 

What modem are you using?

 

Have you reported this to Optus faults either by chat or phone on 131344?

I'm a Yes-Crowd Contributor, not an Optus Employee, and I contribute on a voluntary basis. Did someone on Yes Crowd answer your question? Did they share a great tip Please remember to acknowledge their awesomeness by throwing a Kudo and or Accepted Solution their way.
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Re: Constant Internet Drop out

Yes, so the modem is still active (ie I'm still connected) however I'm not able to access the internet. 

 

I'm using the Sagemcom 3864V3 AC WiFi modem (supplied by Optus, the 2nd one sent in an attempt to troubleshoot)

 

I have reported this to Optus faults, it has been a long ongoing process. They couldn't see any dropouts from their end...Their solution was for me to purchase a wifi extender

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Re: Constant Internet Drop out

Please understand for us to help/provide suggestions/resolutions etc, we really need you to cooperate with the process and answer some questions so we can help.


What NBN technology are you connected to?

FTTP, FTTN, FTTC, HFC, FW ? 

 

When you say "drop out", I'm assuming you are on wireless and you're quite a distance away from the Sagemcom router?

 

When these "Drop outs" occur, do you mean that you lose wireless signal?

 

What have you been doing to attempt to resolve them (besides calling support)

Examples: I've rebooted the router, I've danced in a circle whilst asking the Internet gods for WiFi?

I'm a Yes-Crowd Contributor, not an Optus Employee, and I contribute on a voluntary basis. Did someone on Yes Crowd answer your question? Did they share a great tip Please remember to acknowledge their awesomeness by throwing a Kudo and or Accepted Solution their way.
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Re: Constant Internet Drop out

Hi - I take it a LAN cable from the Mac to the modem works OK and your issue is with Wi-Fi connectivity. If you can't connect to the internet with a LAN cable connection , what information is showing when you enter ipconfig into a Command Line entry in the Mac when it is connected to the Modem. Can you connect to the admin screen of the Modem address - 192.168.0.1.

 

If so, have you disabled Beam Forming in the Wi-Fi section of the Admin screens. This will then broadcast and show you two separate Wi-Fi SSIDs instead of one. Try connecting to the strongest signal, the 2.4Ghz radio first to see if connection improves. First, forget previous SSID in Mac and reconnect to the active SSID. The 5 Ghz SSID is faster but has a weaker signal meaning it won't reach out as far at the 2.4 Ghz SSID. 

 

Did you deploy an Extender?

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Re: Constant Internet Drop out

Hello all, thanks for your input...

 

I think the Optus supplied modem was the culprit, Looks like the wifi extender (Router) did the trick...So far so good..

 

thanks again

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Re: Constant Internet Drop out

I have a Huawei modem purchased at Ootus Chadstone with Optus account. It is regularly dropping out. We got it instead of the NBN but are now wondering if we have fond the right thing. I am currently working from home and it is affecting my productivity significantLy, I am dropping out of important zoom meetings. Can you please assist
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Re: Constant Internet Drop out

Hi - What Huawei 4G Modem are you using? Drop outs could arise from a variety of factors - traffic load, weak signals or technical issues with hardware.

Is it a Wi-Fi link to the Huawei or the link to the cell tower that is dropping out. You should be able to see a Signal Strength indication on the modem. Are you using a LAN cable to connect your PC to the modem as that is the best way of ensuring no internal factors influence the data transmission quality.

Have you located the Huawei in a position that is friendly to receiving the radio signals - near to windows pointed at local cell tower unobstructed from internal walls. Some people have installed external antennae to increase signal strength. This is where a long cable comes in handy to your work desk space or using a set of Ethernet Powerline Adaptors on the same electrical circuit may come in handy as an alternative to a physical cable (don't choose anything under AV500 Mbps).

The Huawei modem is generally set to an Auto frequency allocation assignment, grabbing the one that is either strongest or less congested a time of connection. It is possible to experiment with 'best experience' frequencies but as it is a dynamic situation, what is good one hour may not be good another hour - it may be better to leave it on Auto.

If NBN is available as a viable option, it may be worth pursuing particularly if it is NBN HFC Coax or NBN FTTP Fibre.  

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Re: Constant Internet Drop out

 Frenchmans Rd Randwick NSW - I was supposed to migrate to Optus 50 nbn in February but it took them until 20 March to install it. Since then I have experienced constant drop outs sometimes 5-6 times an hour. Many messages to their chat line talking to a robot has not resolved the problem - tried all the "fixes" that don't work. When are they going to conclude it is their crappy hardware that is causing the issues and actually fix it?? I have come to the conclusion Optus and NBN simply don't care about the consumer or the alleged service they are supposed to be giving as long as the bill is paid they just don't care.   They are not living up to their end of the contract which makes it null and void. I would not recommend Optus NBN to anyone. We are warned of scams on the net where criminals fleece unsuspecting people when here is a company fleecing their customers in what is just a scam given the service is not being provided. Sham on you Optus.

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Re: Constant Internet Drop out

Hi - that frequency of Internet or Network drop out over a 6-7 week period is unprecedented in my limited exposure to NBN. Does the NBN Network Modem LEDs show a Network OFF LED when this occurs or is it the computer or wireless devices that drop out?

May I ask what type of NBN 50 service do you have in place - FTTN or FTTC - assuming it may not be FFTP or HFC due to the level of instability being encountered. Has a NBN technician come to site to verify integrity of all in home and external wiring connections, footpath pit wiring and certified the operating status to be within acceptable limits and replaced an NBN equipment or connections?

You may have received the F@ST 5366TN modem on original installation - has that been replaced by Optus or substituted with your previous modem to see if stability improved? I take it you have an open unresolved fault that does not seem to be getting the attention it deserves. If it remains so, you may wish to accelerate the attention by formally raising a complaint with the Telecommunications Ombudsman. It shouldn't be like this or a struggle to have it working to meet your reasonable expectations.  

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