TPG Community

Coreypedersen1 · ‎19-07-2022

Im on the gold coast , qld

Is anyone else having there 5G drop out at random times . Some times restarting modem helps but some times it just comes back on

All the lights are green on the modem and show full signal strength during the dropout , and my phone still shows 5G so the signal is still there

So is this a issue with modem ... i need help its becoming a major problem

Ahra_G · ‎19-07-2022

Hi @Coreypedersen1,

There are different types 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.

Send in your Customer ID or account number via private message so we can identify what issue you're experiencing.

Thanks!

Ahra_G

Mkjgharrison · ‎01-10-2022

Hi, I’m here in Brisbane sharing the same problem explained in this thread. Multiple times dropping out, resorting to mobile hotspot when WFH. This drop out event was once a week previously, now its multiple times a day. Sometimes it reconnects independently, other times it requires switching off 30 seconds then back on. If this was a network issue, would you have more people reporting this issue? I think this 5G modem issued is the source.

Shane · ‎01-10-2022

Hi @Mkjgharrison,

Let us take a look at the issue and get this rectify. Could you shoot us a PM with your details so we can proceed with immediate investigation.

How to send a PM?

Regards,

Hi, I’m here in Brisbane sharing the same problem explained in this thread. Multiple times dropping out, resorting to mobile hotspot when WFH. This drop out event was once a week previously, now its multiple times a day. Sometimes it reconnects independently, other times it requires switching off 30 seconds then back on. If this was a network issue, would you have more people reporting this issue? I think this 5G modem issued is the source.

DI22 · ‎01-06-2023

I have exactly the same issues I am on my 2nd modem and it drops out multiple times every day My TV connection to the modem is abysmal The lights are at 3 but tv drops out phone drops out pc drops out If I didn't have a phone with Optus I would have zero connection to the internet to run speed tests or login to the modem I am so over this problem There must be a solution I have moved the modem all over the house and it still drops out

Shane · ‎01-06-2023

Hi @DI22 ,

Let us help check what causes dropouts to the service and fix this right away. Could you send us a PM with your details to proceed with the initial investigation?

How to send a PM?

Regards,

I have exactly the same issues I am on my 2nd modem and it drops out multiple times every day My TV connection to the modem is abysmal The lights are at 3 but tv drops out phone drops out pc drops out If I didn't have a phone with Optus I would have zero connection to the internet to run speed tests or login to the modem I am so over this problem There must be a solution I have moved the modem all over the house and it still drops out

sapphron · ‎01-08-2023

Same thing, wifi will drop multiple times a night and I can't figure out how to change my NAT type from strict. Any help would be appreciated as it's getting pretty frustrating haha

Angeli · ‎02-08-2023

Hi @sapphron ,

Welcome to TPG Community!

Does it only happens during night time? I'd like our tech team to give you a ring when the dropping of connection happens so as to determine as to what is causing it. Send me a PM with your TPG customer ID and I will take it from there.

How do I private message (PM) in the community

Regards,

Angeli