I have been dealing with TPG techs for a couple of weeks now. HFC problem where we get random and frequent dropouts of our internet.
Looking at the log file of our TPG suplied Archer VR1600V modem, I see at the times it goes down the PPP3 LCP is down.
When it is down, the NBN connection box shows all LEDS lit and solid. On some occasions I have seen the online LED flashing.
Initially there was a mistake within TPG in that my mobile number was given against another TPG account fault. This lead to an appointment where the NBN tech tunred up at an address in Queensland instead of South Aus. Anyway I chatted to that tech and he logged into my connection and checked a few things. He suggested the only thing he could see was that the receive strength appeared too high. The attenuator on our NBN box is 3dB. He said that wa too low for what he would suggest. Anyway that was all he could do remotely and I was happy he did that for me.
Back to TPG support they sorted their mistake out and the following day we had an apppointment for a local NBN tech. That tech came and could not find any issue. i had mentioned what the QLD tech had said but he said everything looked in spec. With no fault identified he swapped out the NBN connection box with a new one.
Now shortly after him leaving we once again had dropouts. TPG followed up proactively and arranged for a TPG tech to come out. He attended and could not find any issue. He suggested moving the modem to plug in directly to the NBN box as we have an internal LAN. This was done straight away and the issues continued thereafter.
So ring back TPG support and now they want to send the TPG tech out again. OK.
The questions I have is why can't I see my fault in my online TPG account portal? Why isn't there an email address I can be using to continue reporting our ongoing issues?
