My ticket no. 10319766 please advise statue

[sherinsel]

I have been having internet issues intermittently for the past month or so. Three weeks ago the internet is completely disconnected. No signals and is not working at all. I logged a ticket on 5th March, 2020. I have not received an update on when this issue can be resolved. I am very disappointed that TPG service to a long standing customer is slow poor. Please call me asap and advise what is the status of this ticket

[Shane]

Hi @sherinsel,

Welcome to the community!

 

There are different caused of dropouts that you may experience.

1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.
2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.
3. Dropouts caused by ongoing outage in your area.

In the event that you experience dropouts via Wireless/Wi-Fi connection we did an article that you may find helpful see links below.

• Easy Steps to Improve Wi-Fi Connection In Your Home
• Wireless Channel on your modem - what is it and why should I change it?

We have created this article that can guide you on How to Check for NBN Network Outage

In this particular case, based on the escalated fault handled by our Engineering Team. We have identified that the issue is with the network controlled by the Telstra affecting multiple homes. This unfortunately means only Telstra technicians have the authority to fix this fault.

We'll chase this with our Team and make follow up, further updates will be provided when it becomes available.

Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.
 

Regards,