Constant drop outs - NBN

[nicolettam22]

Hi,

I've been with TPG for years. I've recently gotten NBN and the internet keeps dropping out and changing IP addresses. It's incredibly frustrating as I have been trying to access resources for work, but the downloads keep cutting out and I have to continually sign in to my devices or the cloud because the IP address keep changing. It's affecting streaming services as well. It can change IP addresses up to 4 or 5 times in an hour. This morning the Internet was out completely. I rebooted the router, but still having drop outs.

Please help!

Nic

[Anonymous]

We're sorry to know that you're having issues with the service and we apologise for the inconvenience this is causing you, @nicolettam22.

We have located an account using your community details, but we'd like to make sure that we got the right one.

Please PM us your TPG customer ID, username and complete address. To send a PM, please refer to this link: How do I private message (PM) in the community 

[Ahra_G]

Thanks for providing your information via private message, @nicolettam22. 

I've managed to run some remote tests and I don't see any line issues however, I see connection drop outs due to over utilisation of your upload (UL) bandwidth.

Your current plan is configured on the NBN12 Wholesale Plan tier with 1Mbps upload. Maximising the upload bandwidth configured on your plan may affect the download (e.g Browsing experience, upload activities). 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. This is most likely the reason why you are experiencing the drop outs or sometimes slow connection.

To rectify the issue, you may 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 and drop, 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.

On the other hand, you also have the option to upgrade your plan to our NBN50 plan with typical evening speeds of 43.7Mbps with up to 20Mbps upload. This plan is ideal for streaming multiple HD videos and for heavy users.

We can have someone from our Technical team to perform troubleshooting and isolation tests along with you to determine which activity or application is causing the drop outs. Just let met know of your best call back time so we can organise a contact to be made. 

Regards,

Ahra_G

[nicolettam22]

Hi!

Thanks for checking into it. I thought I was on the 50 plan. How much more is it to move to that? When we switched over to NBN, I was under the impression that I was joining with the 50 plan.

Please call before 7pm tonight, if after midday tomorrow.

Nicole

[Ahra_G]

Hi @nicolettam22,

We have recently released our new Fast (nbn50) plan configured on the 50Mbps speed tier with typical evening speeds of 43.7Mbps for just $69.99/mth.

This plan is only $10 extra per month compared to our entry level NBN plan but gives you more than 3 times the speed!

I have arranged someone from our Plan Change team to contact and assist you in providing you options regarding your current plan. Kindly await for the call before 7PM AEDT. 

Feel free to let me know should you have further queries. 

Thanks! 

[Ahra_G]

Hi @nicolettam22, 

Based on the recent update on your account, you were able to speak to one of our Plan Change specialist and your plan is now successfully upgraded to the NBN50 plan. 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

Cheers!