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Connection continously cuts out

Highlighted
Level 1c
My connect has continously cut out for the last 2 or more months. I've contacted NBN they tell me to contact you. Can you please help with this issue!?
Below is a copy of the response NBN Co. sent me to my complaint:
Hello Nada,


Thank you for your enquiry to nbn. The reference number for your enquiry is 12687933.


We appreciate the time you have taken in contacting us regarding your service, and we sincerely apologise for any inconvenience you may be experiencing.


As your enquiry is related to a fault with your service, please contact your Retail Service Provider (RSP) directly.


Your RSP will need to lodge an incident with nbn relating to this matter. Our specialist area will work to rectify the issue and will liaise directly with your RSP to provide updates on the incident.


If your RSP has already raised an incident, we recommend that you contact them directly to follow-up on the progress of this matter.

 

Please note, if you currently utilise a safety critical device such as a Medical Alarm or if you are listed as Priority Assist we kindly request that you advise this to nbn directly.


If you require further information, please reply to this email quoting the above reference number and a consultant will be happy to assist you.

Hello Nada,


Thank you for your enquiry to nbn. The reference number for your enquiry is 12687933.


We appreciate the time you have taken in contacting us regarding your service, and we sincerely apologise for any inconvenience you may be experiencing.


As your enquiry is related to a fault with your service, please contact your Retail Service Provider (RSP) directly.


Your RSP will need to lodge an incident with nbn relating to this matter. Our specialist area will work to rectify the issue and will liaise directly with your RSP to provide updates on the incident.


If your RSP has already raised an incident, we recommend that you contact them directly to follow-up on the progress of this matter.

 

Please note, if you currently utilise a safety critical device such as a Medical Alarm or if you are listed as Priority Assist we kindly request that you advise this to nbn directly.


If you require further information, please reply to this email quoting the above reference number and a consultant will be happy to assist you.

5 REPLIES 5
Highlighted
Moderator

Hi @Nadarizk85 


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

Highlighted
Moderator

Hi @Nadarizk85 

 

I have checked your NBN-HFC 100/40 service on our nbn portals and all tests are passing.

Speed is good on your modem at 72mbps and has been up for 8hrs.

 

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

 

Highlighted
Level 1c
Hi David,


Thank you for your response albeit I was hoping it would be more helpful...


You check yesterday showed that i had dropped out up until the point you had checked, what about the rest of the day/evening? I'm sure if you checj you'll note multiple drop outs!


This morning alone I've had my connection drop out 3 times (including right now as I type this email). Once at approx 8:30am, 10:30 and and 11:15 am (ongoing).


Please do send me anymore useless troubleshooting help manuals and fix my connection!!


Nada 

Highlighted
Moderator

Hi @Nadarizk85 


I have created a fault ticket for our engineers to investigate and someone should contact you in 24-48hrs.
I have PMed you your fault reference number.

Regards,
David_M

Highlighted
Level 1c
Thank you