Constant drop outs

[htt02011]

Hi,

For the past week our internet connection has been constantly dropping out, some times it'd reconnect a minute or two later, otherwise be out for hours. It has been extremely inconvenient considering we have family who work from home and struggle to stay connected in meetings. We'd appreciate it if you could have a look at this at your earliest convenience. Thank you.

[BasilDV · Accepted solution]

Hi @htt02011 

Welcome to the Community!

We were able to locate your account using your community details and tested the line.

We've detected a fault within the NBN network, which may have caused the dropout issue.

This has been raised to our Engineering team for further investigation and updates will be given within 24 to 48 hours. We apologise for the inconvenience.

BasilDV

[htt02011 · Accepted solution]

Hi again,

Thank you for the welcome. Hallelujah! The internet is finally fixed. Yay! Had a hard time locating my post but just wanted to say thank you for looking into my issue so promptly.

[Ahra_G]

Hi @htt02011, 

We're glad to know that the issue is now sorted! 

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

To help manage your TPG services on the go, you may download our TPG Mobile App on this link: tpg.com.au/services/tpg-app

Regards,

Ahra_G

[htt02011]

Hi again,

Unfortunately my internet has been constantly dropping out again as of today. We received notification of nbn maintenance planned for 25/05 10:30am-2:30pm but internet is not even working today. We would connect for a few minutes then drop out and repeat. Can you have a look into this at your earliest convenience please? Thank you. 

[Ahra_G]

Hi @htt02011, 

 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 your case, we have since raised the issue to our Engineering Team for further investigation. Please ensure to leave the modem connected and turned on for remote testing purposes. 

Updates will be provided via phone call or SMS. 

Regards,

Ahra_G

[htt02011]

Hi Ahra,

Thank you for your thorough explanation on the different types of dropouts. How can I assess and eliminate whether or not my dropout is a wireless dropout issue (dropout 2)? We are having trouble with our internet connection again since last night after dinner. I had a look at dropout 3 - nbn outage, no outage detected from search. Just not sure how to have a look at dropout 2. Can you please enlighten me with your knowledge and investigate my connection woes further?

[Riezl]

Hi @ htt02011 , we have checked the status of your connection and it shows stable in the past 14 days. We are suspecting a possible Wi-Fi dropout, but we'd like to arrange one of our technical specialists to contact you for further assistance.

Please send us a private message with your best contact number and most convenient time to receive a call for troubleshooting.