Help- Our Internet Drops out All The Time

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  TheMatrix on 21/08/2016 - 21:21

  I am with TPG. I remember a while back, they were able to do a remote line test, checking the signal to noise ratio etc . They would tell you to unplug all devices from the phone line etc in case those devices cause interference.

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  chumlee on 21/08/2016 - 21:25

  How come Telstra is not available in your area if dodo are using Telstra lines?

  You sure it's not a problem with your modem?

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  [Deactivated] on 21/08/2016 - 21:47

  I have a similar issue. I used to use a D6400 combined modem router but changed to separate modem router using a nighthawk R8000 router and a $50 modem from office works. When I changed modems I found the number of drop outs increased. I was using a 2 in one modem router D6400 from netgear, and found it to be much better than my current setup. One day I will re-install this as the modem part of my current config for testing to see if it is hardware (modem) related, but the D6400 is currently joined to the network as an access point for my daughter (it has a cool built in feature that allows you to specify when wireless is on/off and she has her own dedicated timed access point).

  I also found that under my current system (nighthawk + netgear modem) when i removed all the excess phone cables the problem improved - significantly. So in summary I found a shorter phone line and a longer network cable is better than a longer phone line. Previously I had phones, faxes, etc on the same wall outlet. I disconnected the fax because I never use it, and use a cordless phone with the base plugged into another room. I am seriously considering installing a dedicated modem access point near my phone junction box, when next I have an electrician over.

  If you do get a tech, get them to install an access point near the phone access to ypur house. in my mind I'd rather pay for work to be performed, than paying telstra to send a tech around with a multimeter, who is going to charge you no matter what he finds. A good tech can install and trouble shoot at the same time.

  It hasn't been mentioned - but if you have a back to base alarm it could be interfering.

  • 

    scrimshaw on 21/08/2016 - 23:19

    In my case, I had to change to a different power socket where my modem was plugged into. I found out that 'dirty' power (basically ripples and spikes in the AC power line) can cause the modem to lose sync.

    • 

      [Deactivated] on 22/08/2016 - 18:19

      Good tip - I installed a dedicated UPS with phone line surge protection for the router/modem so I'll see how that goes.

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  Savas on 21/08/2016 - 23:05

  +1

  You must be new to Australia.

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  Tehcookiemonsta on 21/08/2016 - 23:38

  You can go for the Technician however you should be aware that companies like blaming the consumer in case of faults. In other words they may state the Problem is inside your network and you end up forking the Fee.

  Besides this have you tried escalating the case to the Network Engineers department who can have a look at the Line and see if they can stabilize it.

  Although the tech support probably put you through this; an isolation test can be done, Basically Remove everything starting with the splitter, plug the modem directly into the wall socket.

  In this time you won't be able to use your phone service, Try using the internet a bit and see if you have any drop outs, if not there could be a problem with the splitter (Cheap fix).

  If you continue to have problems then it can be either the modem or Line (You never mentioned if you are using an all in one Modem & Router or if they are separate)

  Another good option would be to try another wall socket in the house if you have one available, small tip make sure your Dsl cable is short (small phone cable looking)

  Also are the devices wireless connected or using wire to the Modem/Router?

  What is the Model of your modem/Router.

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  garetz on 22/08/2016 - 03:26

  +2

  I had a similar issue for years, i have a telstra line, and tpg internet. All tpg could tell me is there is an external noise on the line outside of their control,so they blamed telstra, telstra blamed tpg, and they both kept blaming my peripherals and internal house line connection.

  The first thing i did was get an electrician to test my line internally, and write a report, this if course costs money, but then they cant charge you that bullshit call out fee if you are at fault.

  Second thing is to do an isolation test, and have a spare cable from the phone line to the modem ( make sure its 100% copper), and a spare modem you can use to test they arent at fault.

  Then you get your isp to send out technicians, and tell them you will not pay the at fault call out fee, as you want your line tested to the outside of your property, nothing internally which is what they are responsible for. They will then most likely blame telstra if they cant fix it.

  Then lastly you get a telstra technician out, he will most likely say your copper lines are old, so there is nothing they can do. Make sure you take note of everything that has happened, you will need to get out 3 telstra techs within 3 months then you can make a complaint with the telecommunications ombudsmen. Try to get a level 2 or 3 telstra tech out on your 2nd or 3rd time attempt at getting it fixed.

  I have had a similar issue intermittently off and on for 3 years, it wasnt till the ombudsmen complaint that telstra actually fixed the issue on their end. It's been 3 years with not one problem for me since.

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  DarkOz on 22/08/2016 - 07:10

  +1

  Whatever you do try a different modem first.

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  [Deactivated] on 22/08/2016 - 09:50

  -1

  you're with Dodo problem solved

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  cheapgeek on 22/08/2016 - 11:42

  some good suggestions already..

  one other thought, Telstra usually has "line profiles" on your connection…ranging from high speed to high stability (i.e. slower speed)… a cheap fix might be to ask Dodo to move you to higher stability line profile?

  sometimes your ADSL modem can also do this

  good luck