NBN issues since switching to Aussie Broadband

Lgravyboat on 16/04/2019 - 21:37
Last edited 17/04/2019 - 21:26

I had SkyMesh FTTN for 2 perfect years and when they were selling out I thought I'd give AussieBB a go based on all the love on here.

I've had nothing but constant drop outs and it's unusable since provisioning. AussieBB tech support admit they can see the dropouts but they want me to prove it's not a fault on my premises before they'll do anything more. I've tried a different phone port but same issue and will track down a router to try.

I can't recall a single issue with SkyMesh and this was a simple churn over to AussieBB no change to the connection or hardware other than configuring to match their settings after I started getting issues straight away. To me it's pretty obvious since this only started immediately after churning.

Would I still have issues if this is NBN related if I move over to another ISP? Don't they all use the same infrastructure anyway? If that's the case why didn't I have issues with SkyMesh.

Are AussieBB really the best to sort this out and I should just hang in there?

Update: Looking like a fault somewhere on the line and they are now lodging a fault report with NBN today.

Update 2: Second router tested today still getting drop outs. Fault report logged with NBN and they are coming out next week.

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Comments

  • Seedy seed on 16/04/2019 - 21:39

    If your unhappy churn. They are usually pretty good though, did you do the steps they asked? Its a pita but once you go through their steps they usually jump right on it.

    • gravyboat on 16/04/2019 - 21:42

      Yeah the only one I haven't done is try a different router. I don't have one lying around so I'm trying to track one down to borrow.

      • Seedy seed on 16/04/2019 - 21:43

        Neighbour maybe? They will have same nbn as you.

        Or if your just fed up sign up to telstra and they give you a modem ect so you wont have the issue again

  • gravyboat on 16/04/2019 - 21:51

    Telstra has crossed my mind. I'm guessing they use a different network? Is there any way to tell?

    • serpserpserp on 16/04/2019 - 22:03

      You mean they don't use the NBN?

    • srsparky on 16/04/2019 - 22:06

      Aussie BB use Telstra for their backhaul.

      You mention "tried a different phone port". Ideally your router should be connected to the" first" telephone port in your house, and all others disconnected. Doesn't help with the direct churn, but is probably what Aussie is on about.

      • gravyboat on 16/04/2019 - 22:26

        Thanks good to know so if it's NBN related I'd have the same issue with Telstra.

        Both ports are acting the same. Hard to tell which one is the first but I think it's the kitchen which is connected now.

      • gravyboat on 17/04/2019 - 07:49

        It sounds unlikely but is it possible to be an issue with the backhaul provider and I was just using a different backhaul with SkyMesh?

      • 4foxache on 17/04/2019 - 12:42

        Aussie use a mix for their backhaul where they don't have anything they generally default to Telstra. But they do have their own backhaul links as well particularly on major routes like melb to syd etc

      • testeagles on 17/04/2019 - 16:15

        You should have a look at your internal cabling. Have a licensed cabler run a new cat6 line to a single outlet in your house and your speed and stability will increase out of sight. Big thread on whirlpool about it. Solves a lot of ADSL and NBN FTTN stability issue. Most electricians have an open cabling licence.

    • pgdownload on 17/04/2019 - 07:05

      Every telco now uses the exact same network. NBNs. That's one of the main reasons the NBN was built.

      • Rockets84 on 17/04/2019 - 09:43
        +1

        The exact same network to the POI (Point Of Interconnect). There's 121 POIs. From the POI to the ISP's network is all on ISP itself. ABB have dedicated links from all POI's to their own network, smaller ISP's rely on wholesale agreements from other carriers to reach the POI.

        • gravyboat on 17/04/2019 - 10:20

          Thanks for the info. This is what I am trying to understand. Where the differences really are between ISPs

  • serpserpserp on 16/04/2019 - 22:10
    +1

    Would I still have issues if this is NBN related if I move over to another ISP? Don't they all use the same infrastructure anyway? If that's the case why didn't I have issues with SkyMesh.

    Many many moons ago I worked in a call centre for one of the big telcos. People would ring and complain their internet wasn't working and essentially would refuse to do any troubleshooting work past resetting the modem (which fixed >80% of the problems).

    I remember dealing with so many customers that would refuse to try a different phone cable, network cable, different modem (which I know this is hard but has to be tested) or would just straight up lie about their network configuration (ie. on the 10th call about a problem there is magically another router in the network setup that had never been disclosed).

    The point i'm getting to is that sometimes stuff fails, and it can happen instantly. I would say less than 3% of customers truly experience a problems where there is an issue with the setup on the internet connection at the provider level.

    I hope you are not one of them!

    • pjetson on 17/04/2019 - 08:24

      I would say less than 3% of customers truly experience a problems where there is an issue with the setup on the internet connection at the provider level

      My own personal experience is that 100% of the problems I have experienced with the NBN have been faults beyond my premises, and that cannot be fixed by droids on support lines reading from a script asking me to turn my router off and on again.

      • serpserpserp on 17/04/2019 - 09:11

        100% of the problems I have experienced with the NBN have been faults beyond my premises,

        I'm talking OPs case where there is a connection but it is intermittently dropping out. Were your issues actually fixed outside of the premises or is it still an ongoing problem?

        I too can claim that 100% of my problems that I've had to call an ISP on ADSL/Cable etc. were faults outside my premises.

        My point was too many people immediately claim the issue is not with them and get costly technicians involved that end up costing the customer quite a bit of money purely because they just didn't iso test everything.

      • Store RepAussiebroadband @ Aussie Broadband on 18/04/2019 - 09:32

        We don't hire droids and have no scripts here. :)

    • gravyboat on 17/04/2019 - 08:24

      Don't get me wrong, I'm happy to do the troubleshooting and I am. But in my experience people get stuck in a mindset that the 3% doesn't happen and so they don't look there. I drove around with a squealing alternate belt for months and 4 mechanics places did the 97% and just tightened the belt. A church pastor found a missing bolt in 30 seconds with a torch in hand at 11 pm at night. The only one to bother looking for the 3%.

  • pgdownload on 17/04/2019 - 07:03

    You can easily insist ABB arrange for an NBN technician to come out and inspect your line. If the issue is found to be your equipment/wiring then you'll have to pay a call out fee. (~$300)

    As you say, nothing has changed so it's entirely possible something in your equipment /wiring has become faulty. The NBN services millions so you fault could just be a coincidence. Have you tried switching out the modem or reducing connections in your house to just one for testing?

    Peter Gillespie

    • gravyboat on 17/04/2019 - 07:14

      Thanks Peter. I only have the router connected anyway and it's been on both connections in the house. I'm going to track down another router today to try that. Aussie are lodging a fault report with NBN today as they agree it seems to be something on the line based on their test results. We will keep trying things to isolate it. To be fair on Aussie it does seem to be a hard one to isolate. One of the techs I spoke with hasn't seen fault activity like I'm getting before.

      • testeagles on 17/04/2019 - 16:18

        Sounds like your modem is the fault but I would still get your wiring looked at

      • Thrawn on 17/04/2019 - 17:10

        You dont need another router to test. Plug a network cable from a computer straight into the modem to test. Assuming you are using a separate router/modem.

    • Store RepAussiebroadband @ Aussie Broadband on 18/04/2019 - 09:33

      There are no incorrect call out fees for FTTN.

  • Melb69 on 17/04/2019 - 07:25
    +2

    Do the trouble shooting to give ABB a chance to resolve. It could be hardware or NBN line. If after all the checks and still issues maybe churn. I have been on ABB. Few drop out recently but that looks like an HFC crap infrastructure issue. Good luck. Keep us posted. Fair to complain if you aren't having a good experience with ABB. They aren't the be end and all, but more positive reviews than neg.

  • geek001 on 17/04/2019 - 09:10

    Did you ask them to put you on a stability profile? I had dropouts too, when they put me on a stability profile, the dropouts seemed significantly better. The downside is that I was on 27mbps and now I am on 21mbps. I am hoping to get picked up as one of the NBN users who are under 25mbps and NBN might do something about it. Unlikely, but hey, dreams are free, right?

    • gravyboat on 17/04/2019 - 09:30

      I've been on the stability profile and it's reporting back unstable but the noise is still too much to improve the dropouts much. I don't care about the speed side at this stage when I can only get 5 or 10 minutes before it drops for another 20 minutes.

      • geek001 on 17/04/2019 - 09:50

        Try and have a look at your address on this map: http://nbnmtm.australiaeast.cloudapp.azure.com/

        It give you an indication of what your NBN speed could be.

        Also, modems make a difference. I was using a free Belong modem previously, and I was only getting 17mbps. I changed to a TP-link VR600 and now getting 21mbps.

        Edit: Anyway, point is, if your speed is vastly different from the map, it could be your wiring or your modem.

        • pjetson on 17/04/2019 - 11:22

          Try and have a look at your address on this map: http://nbnmtm.australiaeast.cloudapp.azure.com/

          Where is the data for that map coming from?

          Basically, the whole of the urban area of the Mornington Peninsula in VIC (from Mornington down) is yellow - FTTN (No speed estimate).

          Also, looking around other areas, I sometimes see an FTTP dot in an area that is otherwise completely FTTN or FTTC. Is that likely to be a "blip" in the data, or is the data completely accurate?

          • geek001 on 17/04/2019 - 11:29

            @pjetson: I am not sure, but seems to be a good representation of the speeds and technologies of the houses that I know of.

            I did note the blips of FTTP in FTTN areas and found them to be quite interesting too. I looked it up, apparently you can pay to get your house wired for FTTP, costs around $6k from what I have read but the price may vary and you have to pay to get the actual quote. Also, once one of your neighbours pay for the initial setup, if you were to do the same thing after, the cost to you would be significantly cheaper.

            Have a read here: https://www.nbnco.com.au/residential/learn/network-technolog…

  • Rockets84 on 17/04/2019 - 10:04
    +1

    Churning away from ABB now is unlikely to fix your issue. Persist with them, NBN is likely immediately closing any tickets that ABB open with them. Try a different router if you can as it will help with the tickets with NBN or it could be your router and a pure coincidence with the churn. See if you can get a Telstra branded TG799VAC modem, you should be able to get one of these cheap from GumTree or Facebook market place, quite often new or near new. These are great to put into bridge mode and get a better router that doesn't have a modem builtin to put behind it. As others have stated as you're on FTTN it is best to have the other phone points in the house disconnected and also have the cabling to the Telstra box on the outside of your house from the inside point checked or replaced. Welcome to the hell that is Malcolm's cheaper and faster MTM strategy.

    • gravyboat on 17/04/2019 - 10:23

      I tried a Telstra router that went straight to some portal page like its network locked or something.

  • nath1014 on 17/04/2019 - 14:18

    Ive got the same issue here (FTTP), Moved from iinet to MyRepublic (Only ISP with static IP for residential).
    Moved from 100/40 plan through iinet to MyRepublic's 100/40 plan. Still have both services connected on the same NTD. Getting close to 98Mb/s on the iinet service, hardly getting 2Mb/s on the MyRepublic connection.. No hardware change, and connected directly to a PC when testing..

  • uccoffee on 17/04/2019 - 14:20

    Anyone use Telstra modem with aussiebb fttn NBN? Does it work?

    The Telstra modem works with a abb HFC NBN without issue.

    • yht on 17/04/2019 - 15:51

      I am with Abb using Telstra Modem. I do have some drop outs especially during peak hour whilst I never have one with Telstra.

  • tiara on 18/04/2019 - 01:40

    Try different modem, I had similar experience to you in the past. It turned out my existing modem is not compatible with my new NBN provider.

  • JosephMTB on 18/04/2019 - 09:01

    I had the exact same issue, suggest that persisting will be a waste of your time.

    ABB has excellent latency, but the also offer the most unreliable connection I've ever seen.

    Since switching to Belong I've had a stable connection, slightly higher ping, and also cheaper.

    Recommend that you try belong or another ISP.

    PS super frustrating that they kept blaming my equipment before any attempt resolving on their end. Thumbs down to their customer service

  • Store RepAussiebroadband @ Aussie Broadband on 18/04/2019 - 09:32

    Hi gravyboat,

    We're sorry to hear about your dropouts. It sounds like it's on the right course though with the nbn appointment. We do try to troubleshoot across the board, because if we don't, nbn will call us out on it and auto reject our request. So, it's great to be able to show them everything they're going to ask for straight off the bat so they take the fault seriously and believe that something is wrong. They have a set protocol that they ask (I'd assume all isp's) to do.

    However, now you have an nbn appointment, my fingers are crossed that it's all resolved. Dropouts can be a tricky one to troubleshoot as it can be any number of things from old internal wiring, multiple phone points, the modem, to outside joints/wiring/the pit etc. Please let us know how you go with the nbn appointment. Generally, senior tech staff will follow up with you after your appointment.

    The easiest way to contact our support team is through my.aussiebroadband.com.au or our new MyAussie app, available on the apple store or in google play.

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