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Connection cutting off and on

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Level 2
Hi , I’m a NBN user . The connection cut frequently and I notice that every time it cut and back on will change my external IP . The external IP changed 4 times in the last 30 minutes . This is causing my internet being cutting off and on .everytime It take few minutes to come back and it is frustrating
Level 2
Connected my laptop with the modem with a cable . Ping TPG dns server and got 59% packet lost in 20 minutes. This happen for last 10 days since I started a 1 year contract

Hi @kelvintse,


Welcome to TPG Community!


We have located an account using your community details and we have checked the status of your connection.


At the moment, we are not detecting any fault on the line or network, however our system has recorded multiple connection dropouts caused by an overutilize upload speed.


As per checking, you are currently on a Basic Plan, which has a typical evening speed of 11.2 Mbps download and ideal for essential use and 1-2 users. This plan is configured on nbn12 Wholesale Plan tier with 1Mbps upload.


If you upload more than the plan speed this can cause your connection to drop as NBN will start discarding information you send across the connection. 


When the problem happens, check the following for FTTP / HFC:

  • If Optical light is red (FTTP) or online light is red (HFC) there is an issue between your house and the NBN. Report to TPG via the moderators here
  • If Optical light (FTTP) or online light (HFC) stays Green but Internet Light on your TPG router goes out then you have an authentication issue. Try factory resetting your TPG router and see if that helps. If not contact the moderators here
  • If Optical (FTTP) or online light (HFC) and Internet lights stay green then the issue is likely between your device and the router. The most common cause is a wireless issue (if using wireless) or a device issue (if using Ethernet)

You also need to watch out for any random programs uploading, such as  iCloud drive, dropbox, bit-torrent, one drive. Any of these can cause the connection to feel slow, especially on the 12mbps plan. You can try to perform an isolation test to check if turning these cloud applications off will resolve the problem.


You can also set up Quality of Service (QOS) settings of the router  by following the steps below.


Quality of Service (QoS) Setup for Netcomm NF12

The following QoS setup will show how to limit the Global Upload traffic in your router.

1. Navigate to in a web browser
2. Login to GUI with default UN: Admin PW: Admin
3. Select Advanced Setup > Quality of Service
4. Check the “Enabled QoS”
5. Check “SP”
6. Placed desired value in “Global Rate (Mbps) (0-1000)” values below “0” is not possible
7. Select the Default DSCP Mark as default(000000)
8. Click Apply/Save


Should you need assistance with the QOS set up, please send us a private message with your best contact number and available time to receive a call.


If the issue persists, you can also consider upgrading your plan and here's a Guide to choosing the best TPG NBN Plan for you - TPG Community


Let us know if we can be of further assistance. Thank you.





Level 2
Thanks for advise . Once I turned off iCloud backup on one of the iPhone . It works as normal straight away . Happy day

Glad to know that the issue has been resolved, @kelvintse.


For future reference, we have featured articles here on our community page that may help you with account specific and technical related issues. > Featured Articles


You may also drop us a message should you require any assistance. Cheers! Smiley Happy