Connection keeps dropping out

[PenguinKnight]

Hi @Erika

Thanks for your answer. At least this time I got a proper explanation rather than "we are not trained with the equipment so are not able to help at all".

On another note, my speed seems to have dropped after the connection dropped out last. Are you able to have a look?

[Erika]

Hi @PenguinKnight, 

We definitely want to get this resolved for you. Just ran a remote line test and this shows no physical issue on the line. 

How many devices are connected to the modem and are they connected to the modem via wireless?

[PenguinKnight]

Hi @Erika

I've only got 2 devices connected which is my phone and PC.

I have ran ping test to google and got packet loss.

[Erika]

Hi @PenguinKnight, 

There are many factors that would affect your internet speeds. When you conducted the speedtest or the ping test, is your device connected via wired? If not, can you please retest on a wired connection and see how it goes? 

[PenguinKnight]

The test was conducted via ethernet cable and with all other devices off the network.

[Erika]

Thanks for confirming @PenguinKnight. 

I'd like to arrange a call from one of our techncians. Can you please let us know your best contact time and number via PM? 

[Erika]

Hi @PenguinKnight, 

I've now arranged a call from one of our senior technicians between 11:00am - 12:00pm WA. 

Please let us know should you need further assistance. 

Cheers,

[Erika]

Hi @PenguinKnight, 

I understand that one of our technicians has been in touch and has provided you additional test via email to further isolate the issue. 

Once done, please let us know so that we can do necessary follow up for you. 

[PenguinKnight]

Hi @Erika

I have missed the technician's call and have not had the time to call back during the day as I was not available.

The issue re-occured and is on-going as of now and I am not sure if it is right for TPG to expect me to pay for such a service. I am now seriously consiering changing provider. If this is not resolved within a week I will be moving on. Thanks.

Just for extra info: I have done tracert test on my router to the address 1.1.1.1 and was not able to go any further than the TPG provided router as shown in picture.

[Riezl]

Hi @PenguinKnight, thanks for getting back to us.

We'll make a follow up with our Technical Team and will have a specialist contact you to further discuss the matter.

If you have a preferred contact time, please let us know. Thank you.