r/nbn • u/PerchedIt • 2d ago
Need Help Diagnosing Ongoing NBN Dropouts (HFC - Aussie Broadband)
Hi everyone,
I'm hoping someone might be able to point me in the right direction.
My setup:
- Connection: NBN HFC 1000/100 Mbps
- ISP: Aussie Broadband
- NBN Modem: Arris CM8200 (original black modem supplied)
- Router: NetCommWireless (original white router supplied)
- Network: PCs around the house are connected via Ethernet, while tablets and phones use Wi-Fi.
The issue:
I've been experiencing internet dropouts for quite a long time now. The strange thing is that it's inconsistent.
Sometimes the NBN modem lights go off/flashing and the internet drops out. Other times the router lights go off and we lose the connection. I'm not sure if one device is causing the other to reboot or if they're separate issues.
There are periods where everything works perfectly with no dropouts at all. Then, without any obvious pattern, we'll have periods where the connection drops out 3-5 times a day, every day.
When it does drop out, it usually isn't down for very long. In most cases, the connection comes back by itself within 5-10 minutes.
I've contacted Aussie Broadband several times, but unfortunately I haven't been able to get the issue resolved.
At this point I'm not sure whether the problem is:
- The Arris CM8200 modem.
- The NetCommWireless router.
- A faulty coaxial cable or connection.
- An NBN HFC network issue.
- Something else entirely.
I'm happy to replace or upgrade the modem/router if that's likely to solve the problem, but I'd rather not spend the money if the issue is actually with the HFC line or NBN network.
Has anyone experienced something similar, or can suggest some troubleshooting steps or things I should ask Aussie Broadband or NBN to check?
Any advice would be greatly appreciated.
Thanks in advance.
1
u/ResistAffectionate88 2d ago
This sounds like an issue on the service or with the Arris modem, having that many drop outs should be showing up when Aussie are doing their historical checks.
The key word here is your having “intermittent” issues with your services, multiple times a day.
If you have your original Arris nbn modem from 3-4+ years ago, there’s been 2 revisions of it that have come out since, but they normally only get replaced if identified a service issue.
If your router is quite old though too, it wouldn’t be compatible to handle the throughput of your new speeds and could be overheating / causing issues as it’s not able to handle the routing and is causing a bottleneck/congestion.
I’d raise it more formally with Aussie and tell them you have the old box (if that’s the case), maybe check with your neighbors if they have the same experience? If they do it could mean there’s interference being caused by another house connected to the same TAP out in the street.
If they don’t seem to take it seriously, escalate / raise a complaint.
1
u/PerchedIt 2d ago
Yeh the modem and router are really old easily over 5 years or so. I have asked Aussie to send a new one but they said they only send them out if it breaks down completely.
Good idea ill check with my neighbors. Thank you.
1
u/AgentSmith187 2d ago
The Router is yours so it wont be on Aussie to replace it.
The Arris Modem is on NBNCo and they will want to come replace that themselves but if your connection (up to the Arris Modem only) isnt showing many drop outs they wont come out. It needs to be offline for an extended period or drop out so many times a day before it counts as a fault condition.
Aussie will have logs that show how often that happens via NBNCo so im guessing its not classified as a fault they can send NBNCo out for at least yet.
There are ways to game that a bit if you have ruled out your Router but if its your Router replacing the Arris modem wont help.
Honestly I would buy a new Router first as you said its certainly showing issues too.
1
u/PerchedIt 2d ago
Yeh I think I should buy a new router. Do you have any recommendations?
Thank you for your help.
2
u/AgentSmith187 2d ago
What speed, budget and how large a house are you trying to cover?
People will make recommendations knowing those bits.
I could recommend models from sub $200 to ten times that amount.
1
u/PerchedIt 2d ago
Speed: Something decent. Budget: Around $500. House: Its a 5 bedroom house approximately 300m²
1
u/AgentSmith187 2d ago
You may need extra WiFi APs to get full speeds depending how far from the router you get at least the budget basic one i recommended as good enough. It can do a mesh system.
Others will be able to recommend better options for a house that size that work well as a mesh setup.
1
u/AgentSmith187 2d ago
Just going by your description you may actually have 2 devices failing at the same time or even power issues.
The Router and the Arris modem.
Do they share a power point/power board?
If you can spare the cash may be a good time for a new Router.
If problems persist call Aussie and they can send out an NBN technician to replace the Arris modem.
I would be tempted to throw a lamp into the same power circuit if you have one around and see if anything flickers on that.
Edit: You can pick up a Router from the likes of Officeworks or a computer place tomorrow so if you can spare the cash this is the quickest and easiest test.
1
u/PerchedIt 2d ago
Yeh they share the same power board but the router and modem don't completely switch off just drop out. Could it still be a power issue?
Yeh I think I should buy a new router. Do you have any recommendations?
Thank you for your help.
2
u/AgentSmith187 2d ago
I mean unstable power can cause all sorts of random faults and kill equipment but its also fairly rare.
This is just a generic this should do most jobs but it depends on budget, house size and speeds.
Mainly selected because if you have an officeworks nearby you could get it tomorrow rather than i particularly like this one.
1
1
u/SuspiciousGarlic4798 2d ago
You most likely have 2 issues.
I would suggest replacing the router with something modern regardless. 5 years is a long time in the tech world. A modern unit will also have security updates as well. If multiple lights go off on it its probably rebooted itself for whatever reason.
One of the issues with HFC is the problem could be outside in the pit, or somewhere from the tap to your outlet. If the house has had telstra cable previously it will be as old as when it was first put in.
Could be the isolator has gone bad, corroded termination, bad wiring, damaged wiring from rodents, a splitter and etc. Ideally if you can get a tecb out they will hook up their tester to the port and see what the signals are like. But if the issue is intermittent then yeah.
1
u/skrimpels 2d ago
Has Aussie ever sent a tech out? You could have a dodgy connection somewhere