I've got a client using FTTP for their business, but they're regularly experiencing connection issues, especially during video calls. What's strange is that while the outside party sees our staff freeze or disconnect, internally everything seems fine. We've been monitoring with ping plotter but haven't found anything significant to provide to NBN for help. Replacing equipment hasn't changed the situation, and even adding a second NBN to the NTU port with a different provider hasn't resolved the problem. The only stable solution so far has been using 5G, but since they're in an area with poor reception, it requires boosters. I'm looking for any further ideas that might help with this ongoing issue.
3 Answers
Ensure that the NTU is plugged directly into mains power and not through a powerboard. I had a similar problem last year, and it turned out to be a faulty NTU that got replaced by NBN after confirming the power setup was okay. Also, keeping a log of the dropouts can help when you contact NBN.
By the way, which ISP are you with? Remember, NBN provides the infrastructure, but your ISP is the one managing your connection. They should help you troubleshoot this—it's probably more of an ISP issue than a problem with the NBN itself.
Have you looked into the MTU size? Sometimes, it can cause intermittent dropped packets. You could try pinging with varying sizes to check if anything under or over the MTU could be the culprit. It might help pinpoint the issue!
That's so true! You might also want to stress-test the connection with packets slightly over the MTU limit to simulate a video call scenario. It could reveal something interesting.
Right, we've got one line with Commander and another with Aussie. Both claim that they need solid evidence to escalate the issue to NBN, as they report seeing a stable connection on their end.