Constant drop outs

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htt02011
Level 2

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.

 

2 ACCEPTED SOLUTIONS

Accepted Solutions
BasilDV
Moderator

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

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htt02011
Level 2

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.

View solution in original post

5 REPLIES 5
BasilDV
Moderator

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

View solution in original post

htt02011
Level 2

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.

View solution in original post

Ahra_G
Moderator

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
Level 2

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
Moderator

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