Broadband services

[KL12123]

Hello

Since last Thursday I am experiencing frequent random drops on my fibre 100 connection. It would be working fine one second and then internet would stop working.Time between dops vary between 5 minutes to maybe an hour or so, everytime there is a drop I would check the lights. I am using the Ultra Hub, all lights except for Mobile are solid green, ONT Box Power and POn solid green, Lan 1 flashing green.

I have spoken to 4 different ninjas, and tried these following troubleshoot suggested

1. Check for interference, turned off all device except for 1 device on Ethernet and 1 on Wifi. (No change)

2. Changed ethernet cable, factory reset modem, which later we got a replacement modem and still doesn't help

3. They done some test and shows my line is fine, and insist problem is at my end.

It would be great if someone can help me out on this issue

[Bogemon]

Hey there

Could you PM me the details and your Ultrahub Serial Number ( starting with CPXXXXX ) i will take a look and let you know where the problem is

Regards

Dilhan

[CappaPatel]

I have the same issue.. Got a replacment Hub sent and still not fixed.. last person i spoke with was meant to call me back in  a hour but never did, been over a week now with constant drop outs a day possibly 50+  , also last week i have no phone line ?  

check out my issues below 

Interface Recvd. Bytes Pkts Errs Drops Trans. Bytes Pkts Errs Drops Devices

eth0	2082498716	371591989	0	1023	3993237289	801076394	0	0	1
eth1	0	0	0	0	0	0	0	0	0
eth2	166146228	1723987	0	326	2077809224	4633888	0	0	1
wl0	838608988	752281451	0	0	1698576119	364903395	2105	0	12
wl1	806141381	5257178	0	0	3905785943	10114651	0	0	1

[Hoskurner]

Hi. I have this exact same issue, even more frustrating now when trying to work from home. I am on my second modem now thinking that this was the issue but it still happens.

Has this been resolved yet?

Nathan

[MrMorm]

Are you using Wifi? Are you sure its not your Wifi coverage being an issue?

Does the Internet Light on the modem turn off when there is an issue?

Fibre is pretty much either on or off, not occasional disconnections.

Good Wifi needs the modem to be out and open. if it is at the other end of the house or in a cupboard etc it wont work well and drop in and out.

[johnr]

@Hoskurner Is your PC / Laptop connected via Wi-Fi or Ethernet?

[Hoskurner]

Hi, it’s connected via wifi and I am about 5m away from the modem.

The connection also drops out to our TV which is wired via Ethernet cable.

[MrMorm]

you'll need to call the helpdesk then to check the line and any other reason.

It can either be a line issue (a bit rare for fibre) or a device on your network causing an issue - do you have a wifi extender, tv/dvd player or other device thats not a pc or laptop connected? Sometimes they can be misconfigured causing issues. Try disconnecting everything except one device and see if it continues. Process of elimination may find a culprit.