Thread: NBN internet problem

There should be 2 boxes - an NBN box (it may be outside the house) and a modem

The first thing I would do is connect a PC or other device to the modem via an Ethernet cable - if that works then the NBN box is OK.
If it doesn't work then you need a new modem

Also talk to your internet service provider. If they can see that your modem is dropping off, it may be a NBN problem.
Had similar issues when we moved into our new place and had to prove to NBN that it was dropping my connection.
They moved me to a new port in the hub upstream and never had an issue since.

Check your PC or Laptop settings before calling your Telco.

Unfortunately when dealing with call centers (NBN, & Telco's on any comms matter) most (all?) front line operators are reading from a script, and are under considerable pressure to maintain call throughput. They do not necessarily have any technical skills and may well be more interested in "solving" your issue fast to maintain KPI's.

The NBN "network" has become an unnecessarily complex hybrid network due to cost cutting with all but FTTP consumers stuck with an aging copper network for at least part of the "last mile" the lead in or internally, FTTN / FTTC / HFC etc. Each has its own potential failings so there is no single fault finding process.

If the call center script recommendations don't work, escalate the issue & keep records!!!!!!

Go to your providers & NBN help areas and do all the self check stuff first. If that does not solve the issue then go the merry-go-round with tier 1 support. "Rub your belly, pat your head, unplug the modem, wait .... yadda yadda."

Trouble shooting your issue - could be,

• the NBN's network up to the NBN modem, FTTN / FTTC or FTTP or HFC
• copper from FTTN / FTTC to premises,
• internal cabling,
• your cabling NBN modem to WiFi router / telco modem
• WiFi router / telco modem device failure
• WiFi coverage failure / degradation.
• your PC or Laptop settings
• or something as simple as a power socket that is not fully engaged.

OK. Sage advice.
I'll check all points mentioned.
I'm with Southern phone, they have local call centres with good tech support (no rushing).
As it is an intermittent fault. It may mean being bumped from one to the other to resolve.
But I suspect the nbn box or line connection from the hub.
Lyle

Agree with BobL - connect to the modem directly via an ethernet cable. If that's working, your problem is "wifi" (which is more-or-less your problem), if it's not working, your problem is "internet" which is your internet providers problem.

Waiting for tech support callback.
I'm still thinking it is nbn box or connection.
Using my phone, when I cannot get to internet sites, I check WiFi.
I see that it is recognising the wifi network but say "connected with no internet".
That's when I power off the boxes (modem and nbn), disconnect cable between boxes, wait 60 seconds and reconnect and power back up.
All works after that. For an indeterminate period (usually days or more).
Lyle

Originally Posted by Lyle

Waiting for tech support callback.
I'm still thinking it is nbn box or connection.
Using my phone, when I cannot get to internet sites, I check WiFi.
I see that it is recognising the wifi network but say "connected with no internet".
That's when I power off the boxes (modem and nbn), disconnect cable between boxes, wait 60 seconds and reconnect and power back up.
All works after that. For an indeterminate period (usually days or more).
Lyle

If its any consolation at all, we face similar issues with WiFi dropouts.

We were one of the first trial FTTP areas in Townsville so have fibre right to the "box" 0.5 m from my PC & modem. I still have not worked out a single cause but have noted some mysterious "resetting" of my laptops settings under connections. How or why? Dunno, but not by me and no one else uses my laptop. I suspect it happens when Microsoft performs updates. I have no other plausible explanation.

Was the problem occurring before you connected to the NBN.

Can you connect a laptop or PC into a LAN port on the Router (Modem) with an ethernet cable.
I don't think it will work direct into the NBN box because this would be a WAN port.

I had a new laptop that kept dropping the 2.4Ghz connection regularly. I changed the Wi-Fi channel and no more problems.

This could define it is a Wi-Fi problem.


Can you connect another device (Iphone/Ipad) to your NBN via Wi-Fi and does this also lose connections.

Can you change from the 2.4Ghz to the 5Ghz Wi-Fi. Does this help.
There is a program available for free called Wi-Fi Analyser to see what channel you are on and what other channels are used by others.

The reason your PC shows "connection" is because this is equivalent to the Link light on a Router/PC if you connected via Ethernet cable(even though no data is being sent).

Can you keep a list of when your connection fails. My NBN connection failed every 5 days to the hour on occasions.
I had to log into the router (every 5 days) and change my settings and all was OK for 5 days.
If I powered down the Router and powered up (within the 5 days), no problems.
My ISP escalated my problem to the specialist team.
Every 5 days the ISP resets the connection and the default values should be re-loaded.
My ISP was re-loading my Victorian values with Default NSW values. I got them to reset their server for my connection and all was OK.

Thats my 2 bobs worth. Sorry to all of the Bobs

A few more questions.
Do you have a phone service via the NBN. Did you have it before with ADSL.
Is the cable from the street the old Telstra 2 pair or is it Ethernet type cable.
Do you have any other telephone sockets connected to the new connection.
Do you have any old ADSL line filters in place.
If you have an NBN phone service, does the Wi-Fi problem occur if someone rings you.

When the system is OK. Can you check your IP address. Use CMD prompt and type IPCONFIG.
Your Ip Address will be displayed.

When the system fails. Check your IP address to see if it has changed. Is the router releasing your IP.
When failed go to CMD prompt and type PING abc.net.au and see if you get a reply.

It is possible there is a setting in Windows to do with DHCP and IP allocation but I have not researched it.

When I had problems with Wi-Fi I went into the router and changed the Channel used and no more problems.

I actually have all of my IP addresses fixed in the router to make it easier to manage them.
The first IP is the Router then the next 10 IP's for Ethernet Connections for 4 PC's and a switch for Smart TV etc.
The next 10 for 2.4GHz Wi-Fi, for Laptops and Apple devices.
The next 10 for 5GHz Wi-fi, for Laptops and Apple devices.

I can also allocate the times the ports can be used or not used (for grand kids).

I don't have fixed IP's for guests