What Does an NBN NAS-Request Disconnection Mean?

Overview

If your NBN connection logs show the disconnection reason NAS-Request, it means the internet session was intentionally terminated by the Network Access Server (NAS).

In simple terms, the network requested that your internet session disconnect and reconnect.

A NAS-Request does not, by itself, indicate a physical NBN line fault or faulty modem/router.

Common Causes of a NAS-Request

1. Session Reset or Reauthentication

NBN or your internet service provider may terminate an existing session so that the connection can establish a new session.

2. Provisioning or Configuration Changes

Changes to the service can cause the existing session to be terminated. These may include:

• Internet plan or speed changes
• Service provisioning updates
• Network configuration changes
• Changes made by the service provider

3. Session Timeout

Depending on the network configuration, a session may be terminated after reaching a particular timeout or session limit.

4. Duplicate or Replacement Session

A new connection attempt can sometimes cause an existing session to be terminated. This may occur following:

• A router restart
• Connecting a different router
• Failover or backup internet equipment becoming active
• Multiple devices attempting to establish the same authenticated session

5. Network Maintenance

Planned or unplanned maintenance within the NBN or service provider's network can result in sessions being disconnected and re-established.

6. IP Address or Routing Changes

Network-side changes involving IP addressing, routing, DHCP or PPPoE sessions may require an existing session to be terminated before a new one can be established.

Does NAS-Request Mean There Is a Fault?

Not necessarily.

An occasional NAS-Request can occur during normal network operation and is generally not a concern if the connection reconnects immediately and remains stable.

By itself, a NAS-Request does not confirm:

• A physical NBN line fault
• A faulty modem or router
• An NBN network outage

When Should It Be Investigated?

Further investigation may be required if NAS-Request disconnections are occurring regularly or repeatedly, particularly if users are experiencing internet dropouts.

For example, repeated disconnections every few minutes or hours could indicate an issue involving:

• Router configuration or firmware
• PPP session handling
• Authentication
• Network session management
• Service provider configuration
• Another device attempting to establish a connection

The frequency and timing of the disconnections can provide important clues.

What Should I Check?

If you are experiencing repeated NAS-Request disconnections:

1. Check the router logs for repeated disconnect/reconnect events.
2. Record the date and time of each disconnection and look for a pattern.
3. Check that the router is running the latest recommended firmware.
4. Confirm that only the intended router or gateway is establishing the internet connection.
5. Check whether the disconnections occur at a regular interval, such as the same time each day.
6. If the problem continues, contact Cybertel Support so we can investigate the service and determine whether further testing or escalation is required.

Tip: A single NAS-Request entry is usually less important than a repeated pattern. When troubleshooting, the frequency, timing and surrounding router log entries are particularly useful.