Frequent Dropouts in last 3mths from otherwise stable service.

[crummywj]

Hi,

Internet service has been dropping out regularly in last 3 mths,

for periods of up to 15mins.

However this morning, service has been down for several hours.

Prior to that, service has been stable.

Current LED status on Huawei HG658 router are:

WAN:Flashing Green

Internet: Off

WLAN: Green solid

VOIP: Red Solid

Any assistance greatly appreciated as I work from home.

[Riezl]

Hi @crummywj ,

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

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

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

[crummywj]

Thanks Riezl,

Tech support identified issue with NBN network.

I have an NBN tech attending Monday to check the copper.

Cheers,

Warrick

[Riezl]

We are glad to know that you have been in touch with our Technical Team. Feel free to message us should you require further assistance. Cheers!