Frequent Disconnection/Reconnection

[kbryant83]

Hi there!

I am having an issue where my internet just disconnects and reconnects automatically within around 20-30 seconds. It seems to be happening at night with a frequency of around 1-2 times per night. I work from home during the day and haven't noticed it happening during the day. Having said that, I tend to play games at night so it may just be that it is more obvious of an activity than being exclusively at that time.

If someone could help that would be amazing. You should be able to look up my details from my community details but let me know if you need any more info.

[Anonymous]

Hi @kbryant83 ,

Thanks for sending me your details. I was able to locate the account using the given details and ran an initial test. The result shows dropouts on the modem/router's connection to our network.

Aside from the firmware upgrade, please confirm your best contact number and preferred time tomorrow. We'll have one of our Technicians to contact you tomorrow for real-time test and investigation.

How do I private message (PM) in the community 

Regards,

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@kbryant83 wrote:

Hi there!

I am having an issue where my internet just disconnects and reconnects automatically within around 20-30 seconds. It seems to be happening at night with a frequency of around 1-2 times per night. I work from home during the day and haven't noticed it happening during the day. Having said that, I tend to play games at night so it may just be that it is more obvious of an activity than being exclusively at that time.

If someone could help that would be amazing. You should be able to look up my details from my community details but let me know if you need any more info.

---

Regards,

[minhhuynh35]

HI,

My NBN frequently disconnects during the past 2 weeks, especially during the night. Can I get my connection tested?

[Riezl]

Hi @minhhuynh35,

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 the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link: How do I private message (PM) in the community