Information and Support

Yeah, its already on the way. Unfortunately we don't really have any other contacts in the neighbourhood to make that work, so I'll have to make do with using a different router.

Yeah not much there. A new router isn't the worst thing, the one we're using is ISP provided and not exactly full-featured.

Hi Mike,

Thanks for the explanation about the Hops, that makes more sense now.

Unfortunately I don't have a spare router handy but the problem is inconvenient enough to warrant purchasing another one.

I'll let you know if the new router changes things, its probably a week away at this point.

Sam

Hi Mike,

TPG has aquired a vast array of ISP's in Australia, it looks like 'Comindico-ap Soul' is somehow related to TPG. We're actually using Internode, another ISP that has been aquired by TPG.

I guess at the end of the day I'm just trying to rule out that my internal hardware is the problem. When it says "Hop Down" does that mean it has reached that point but can't get any further? Or its having trouble communicating at that point.

If its reaching the ISP cable modem, but then its having trouble commuicating to my router on the 192.168.1.1 network, I'm concerned that its an issue with my internal router. Do the test results indicate this isn't the case, or should i be grabbing another router and testing further?

Hi Mike,

I've added a new agent to replace 31507, it is now 31546. Are you able to remove 31507?

The agent I'm having all the disconnections with is 31508. I'm not sure why the DNS server's don't show up? The router is set to provide the DNS servers, I've recently updated the agent PC to use google's DNS and restarted the service, but it doesn't seem to have updated in the website.

No trouble with it being tomorrow.

Sam

Hi Mike,

Thanks for the reply.

Yes that was me, but it was for my other network running 4g wireless (agent S 31507)

The Agent related to the issue in this post is S 31508.

Sam

I've started to use OutagesIO over the last week to determine where our internet outages are coming from.

The majority of outages that are being captured state the affected area as : "On your local network" but the Hop down is showing a 10.20.x.x address.

Our internal network is a 192.168.x.x network, and our Public IP, shown in the "At a Glance" section as 203.220.x.x, makes me think that all of these errors on the 10.20.x.x network are coming from our ISP and not internally.

I've read a couple of other forum posts where you've explained there is an algorithm in place to determine what a "local network" is and that its not always accurate, I'm just looking to get some confirmation that my understanding is sound, and that I can continue to pursue this with our ISP?

We are running what's referred to as HFC in Australia. Which is coaxial cable running into the premises which connects to an ISP cable modem, which then plugs into the WAN port via ethernet to our internal Router.

This 10.20.x.x network is the second hop out of our network, so I'm guessing its going to be the ISP cable modem.

Any advice would be greatly appreciated.