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 http://192.168.1.1 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.
