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Business Plan: NBN Dropout and constant modem lockup

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Level 1c

To whoever may be listening at TPG....

 

Since having the NBN installed in Feb 2020, we have had nothing but issues. We have called multiple times regarding the installation and the NBN Service dropping out due to Modem lockup, only to be passed on from 1 Representetive to the next without Resolution. We also sent emails only to be Blackmailed by TPG into paying before we receive any Support.

 

Since then, we have tried calling again and sent a request for a callback. The call back was received on the 21st May 2020. We spoke with someone, presumably in the Accounts department and we were promised a Technician will call back. Well, another week has passed and NO CALL BACK.

 

We are on a Business Plan and trying to run a Business, only to have consistent problems with the Internet. When our VOIP phones start to crackle, we know we need to Restart the Modem as everything is about to come to a crawl. Our Customers and our Business have suffered alike as barely a day goes by without having Internet related Issues. We cannot communicate with our Customers or new clients, as the lines are consistently bad. We need to Restart the Modem every 3-4 days. This is simply NOT GOOD ENOUGH.

 

We request this issue be resolved. We have had enough of the POOR level of Service from TPG and NBN.

Can someone PLEASE assist us.

6 REPLIES 6
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Moderator

Hi @buyme 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

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Moderator

Hi @buyme 


Can you please Private Message(PM) me your Username/CID/Service address for the service you need help on so i can pull up your account. There are 3x services linked to this email address and i need to check the correct one.


How to PM.
https://community.tpg.com.au/t5/Welcome/How-do-I-private-message-PM-in-the-community/m-p/4093#M45


Regards,
David_M

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Moderator

Hi @buyme 

 

Thanks for the PM.

 

I have checked your NBN-HFC 50/20 service and as of right now, all tests are passing in our NBN portals.

Speed throughput is also showing 47mbps.

 

If the problem happens again, please take note of the NTD green lights status as this can help is isolate the fault to an NBN network issue, or local LAN issues.

WI-FI vs Network cable test can help if you are using all 3x of those services in the single office area.

 

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.
In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:
• Troubleshooting a Slow Internet Connection https://community.tpg.com.au/t5/Featured-Articles/Slow-speed-issue/ba-p/1197
• Easy Steps to Improve Wi-Fi Connection In Your Home https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...
• Wireless Channel on your modem - what is it and why should I change it https://community.tpg.com.au/t5/Modems-and-Devices/Wireless-Channel-on-your-modem-what-is-it-and-why...


We have also created this article that can guide you on How to Check for NBN Network Outage https://community.tpg.com.au/t5/Broadband-Internet/How-to-Check-for-NBN-Network-Outage/m-p/45557#M17...

 

Regards,
David_M

 

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Level 1c

Thanks David.

 

Today the NBN box went offline twice, once around 10:30am and again at approx 6:30pm. All lights off except power. My main issue, however, is the TPG supplied Modem locking up in which we have to constantly restart the modem every 3-4 days. This is unacceptable, given we are on a Business Plan and we have been issued with a standard modem. We have had issues from the very beginning and all we get is the run around.

 

For your information, prior to the installation of the NBN, our internal and external networks were working fine. I have complained from the very beginning, just like many of our Customers that constantly complain about TPG services.

 

We are certain our internal network does not have an issue and we are certain it is a Modem Fault.
Can you please elevate this issue to someone that can assist as this issue has gone on for too long.

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Level 1c

Hi David,

Can you please let me know if there is a solution to this problem or whether you will escalate this to the technical department.

 

We have had the modem issue since Feb2020. We now need a solution.

 

Regards,

Kon

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Moderator

Hi @buyme

Sorry, i was on field work Monday.

I will escalate this to our Senior NBN officers to have a further look at your NBN-HFC 50/20 business plan.
Someone will call you ASAP within 24hrs to run some further tests.

Regards,
David_M