Optus 5G Home Broadband - Internet Dropout Every Few Weeks

PLA74 on 21/01/2022 - 12:57
Last edited 21/01/2022 - 13:21 by 1 other user

Hi,

Connected with Optus 5G Home Broadband a few months ago and they supplied me with Nokia FastMile 5G Gateway 3 modem (hardware version 3TG00799ABAA running latest over-the-air firmware update). What's happening is that once every few weeks modem will show connected to the internet but service won't actually work i.e. my device will connect to Wi-Fi but actual internet will not work. If I reboot the modem (either physically or via modem settings page) the service will start working again like normal.

Just wondering if anyone else is experiencing a similar issue? Anyone know a way I could setup automatic reboot schedule on the modem?

If it continues to occur, I'm considering switching back to NBN with 4G Backup or trying out the Telstra 5G home broadband service (when they have modems back in stock).

Thanks!!

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Comments

  • triviums on 21/01/2022 - 13:13

    Have you contacted Optus about this? It might be a hardware issue with the modem.

    • PLA74 on 22/01/2022 - 22:43

      Yes I did, as expected not much help. They performed a service reset remotely which hasn't helped. I contacted them again and they're currently investigating - they may send a new modem out.

  • RandomNinja on 21/01/2022 - 13:32

    I've been with Optus 5G home broadband for about 5 months now and I occasionally encounter something similar. It usually resolves itself after a couple of minutes without needing to reboot the modem, but I have had to manually reboot once.

    I also occasionally have one of the wifi channels (ie: 2.4 or 5Ghz) disappear and that requires a hard reset to restore.

    Minor annoyances, but we can deal with them since the speed/price is better than our alternatives

    • PLA74 on 22/01/2022 - 22:45

      Ah interesting, I'll try being a bit more patient next time and see if the internet reconnect by itself again (usually I wait a few minutes in the past but the internet doesn't come back online so have to restart the modem).Luckily I don't get any wifi issue (not yet anyways haha).

  • AndyC1 on 21/01/2022 - 16:09

    It's normal and a standard issue with the Nokia. Nothing you can do apart from power cycling it.

    Optus support is hopeless and not worth calling. Better to head on over to whirlpool and get help.

    • PLA74 on 22/01/2022 - 22:45

      Ah ok, I wasn't aware. Sure I'll check it out

  • mymumsaysiamhandsome on 21/01/2022 - 17:09

    I had similar issues with Optus 5G re dropouts. 5G works well for couple months but having Intermittent dropouts more frequently on Friday night and weekends/PH. Had to escalate tech support and TIO. Optus refunded me 2 months and a new fastmile. If you cant find joy with Optus CS, report to TIO re dropouts.

    Check https://www.rfnsa.com.au/ for cell towers. This will gives you the exact location of the cell towers and line of sight to your address.

    • PLA74 on 22/01/2022 - 22:47

      Thanks mate, yeah might have to escalate to TIO if they don't help me. The cell towers are a few hundred meters from my house and I have almost direct line of sight (I can see them). Also confirmed on that website :)

  • JIMB0 on 21/01/2022 - 20:21

    I had the same happen with Optus 4g. Switched to Telstra which solved the problem, rarely need to reset the modem now.

    • PLA74 on 22/01/2022 - 22:50

      Yeah if dropouts keep going on with Optus and they can't fix it (I'm not too hopeful Optus will do anything as others have also reported the same issue), I'm tempted to try the Telstra 5G service (hoping they can get modems back in stock soon).

      • AndyC1 on 23/01/2022 - 08:28

        Completely different issue as the Nokia Fastmile 5G modem is not sold or supplied by Optus for 4G and is not owned by you. The Nokia needs to be returned to optus or you get stung with a large bill for the modem and it has Optus nobbled firmware in it.

        It is my understanding that you can use third party 5G modems with Telstra, but they need to be unlocked modems. Again head on over to whirlpool and ask or search.

  • JordyStepho on 24/01/2022 - 13:12

    I'm sure you've already tried a reset of all hardware.

    Another thing to note is if the network is being choked, like 24/7 streaming/downloading, it's not uncommon for the network to reset the connection.

  • Trentgibbo3 on 05/05/2022 - 11:49
    +1

    I know this thread is old but just wanted to say I'm having the same issue. Constantly having to power cycle the device to get it working. I think it's something to do with too many wlan connections - seems to get very confused and just drops the band.

    • PLA74 on 05/05/2022 - 11:54
      +1

      I cancelled my Optus 5G home internet connection. When it worked it worked well, very good speeds. When it had issues, it didn’t work at all. And funnily enough my local Optus tower is still under maintenance since FEB 2022 (current ETR is end of June haha).

      • PLA74 on 05/05/2022 - 11:56
        +1

        I ended up switching to Telstra 5G home internet, so far much better compared to Optus. No dropouts at all since I signed up about 2 months ago. Sometimes upload gets slow and drops from around 85mbps to 50mbps (still very fast haha)

      • Trentgibbo3 on 05/05/2022 - 12:21

        Good to know. I've turned off the 5ghz wlan and that seems to have fixed it for the moment… Not exactly a good fix tho so might have to look at telstra.

        • PLA74 on 05/05/2022 - 12:35

          Yeah, terrible Optus network combined with a terrible Nokia fastmile modem/router device does not result in a good UX sadly. Telstra use different hardware on top of a better network, same story with Vodafone/TPG using different hardware.

  • davilla on 14/11/2022 - 20:57

    I am having the same problem now. The CS is hopeless as hell. They even started telling me my address is not serviceable anymore.

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