Troubleshooting Broadband Service Dropouts

What is a dropout?

Dropouts occur when your device loses connection. This can be a short hiccup or a lengthy loss of connectivity. There are different types of dropouts which require their own method of troubleshooting. First, you will need to narrow down which part of your network is experiencing issues. If only one device is experiencing the dropout, then it’s likely to be an issue with that specific device. If the device is hard wired to the router, then double check the cables. Try a new cable. If the issue still persists, then you will need to contact your local IT for assistance.

If dropouts are occurring on a WiFi device, then you need to confirm if wired devices are experiencing the same loss of connectivity. Wifi dropouts are usually caused by interference from neighbouring wifi access points causing interference with your wifi access point. When Nehos supplies and manages the wifi access point we can scan and determine a better frequency channel to use.

Check internal cabling. For FTTN/FTTB/FTTC service count the number of telephone ports. If there is more than one phone port, consider calling an electrician to check the internal wiring. This can make a huge impact on both speed and dropout issues. Many houses have star cabling where the central line comes into the house then branches off into 2,3,4, and even 5 different directions. The broadband signal disperses down these extra paths which dramatically reduces performance at the primary point. Customers have reported speeds increasing up to 30Mbps after fixing internal cabling.

Internal wiring can cause dropouts and a potential massive loss in speed. Your connection will improve with the additional points removed. If the dropouts persist through a stability profile, another router, and fixing internal cabling, then there is likely an issue with the line that nbn™ need to investigate.

If you have narrowed down the issue is that the internet dropouts. Please keep a log of the dropout times, and for how long the connection remains offline. Also note down the steps you’ve taken to rectify the problem such as restarting the router. Ensure the router is isolated at the primary phone point. There should be no splitters or filters on the line. This information needs to be presented in detail within a support ticket for us to pass on to the relevant line carrier.

Nehos broadband services are managed by multiple backup routers for redundancy. A broadband service may transition from one LAC to another during times of maintenance or heavy load which should only result in a slight pause in the service i.e less than 2 seconds on a Nehos router (other 3rd party routers may take longer). These service migrations are not classified as a fault.

If the issue persists please contact Nehos Support and provide the information requested below (as well as the detailed log and troubleshooting steps done above) and we will check the stability of the line. If the line is unstable, a stability profile will placed on the service for further testing. This will need to be in place for 48 hours before we can raise a fault to the relevant line carrier.

When logging a support ticket please provided the following information with as much detail as possible to help us diagnose and fix the problem as quickly as possible.

  • The make and model of the router you are using.
  • The interface (speed, mtu, duplex) of the routers WAN interface.
  • Any ping tests or traceroute results you can provide from the router.
  • The make and model of the VDSL modem (if applicable) including Line statistics from the VDSL module: attenuation/SNR/Noise Margin/CRC error counts.
  • How are the other devices connected to the router via Ethernet or WiFi?

If the issue persists you will need to test another router. Line carriers (NBN) like to see two separate MAC addresses on speed and dropout faults. There is about a 40% possibility that the problem may be rectified with a new router if you only have 1 phone point. *Note: This step may be crucial to an ongoing fault. We need to rule out that the router is not the culprit.

A Line carrier and Nehos will reject any requests for support if the ticket submitted does not show that these steps have been performed and the details are not provided within the support ticket.

Nehos is responsible for correcting faults that are present in Our Network and equipment, but not for any fault which is caused by Your equipment, but will, where possible, advise You of that fault and its probable cause and location if the details requested in this wiki (and the Broadband Support wiki have been provided in detail.

* By submitting a request for support you are accepting any incorrect call out or support charges. If a fault is found to be within the Nehos or line carrier’s network then no charges will be applied.

When requesting support please check that your own equipment is not at fault before proceeding with support. Nehos reserves the right to charge as per the Nehos Support Agreement to customers requesting support if sufficient steps are not taken to diagnose or troubleshoot your own equipment.

For more information please review the Nehos Broadband Service Terms

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