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I'm having a constant dropouts

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Level 1b

Hi, although my tpg community ID is slee112, my tpg ID is slee1123. 

 

I'm having a constant drop out. I didn't have a dropout problem for last years, but it started in March. I have a chat with your technician. He said to change my old phone cable. Anyway It didn't fix the problem. The dropout at that time was once or twice a day, but it started to be frequent. When it start to dropout, it connects and dropout, connects and dropout. So I have to reboot the modem.

 

I'm using nighthawk D7000, and the log is something like this:

 

[DSL Event] DSL: Up Tuesday, Aug 18,2020 17:49:45
[DSL Event] DSL: Up Tuesday, Aug 18,2020 17:48:42
[Time synchronized with NTP server] Tuesday, Aug 18,2020 17:44:34

 

When the DSL event happens, it drops out. The strange thing is that it doesn't say DSL: down. Anyway when DSL event appear in the log, it droped out.

 

Sometimes it says it can't reach DNS server, but even if I change DNS server to google or cloudflare, the dropout continues.

 

best regard.

5 REPLIES 5
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Moderator

Hi

 

I have looked up your ADSL connection and I can see that you have been having dropouts.

I have adjusted the Stability Profile to help with dropouts and at the same time I will escalate this to Faults.


TPG will be in contact shortly.

 

Regards,

Peter

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Level 1b

Thank you for your help. 

 

I don't know if it is my impression but the re-connection after dropout is slightly better, although the frequent dropouts continue to happen. Is it a line fault? 

 

I look forword your help. 

 

Best regard.

Highlighted
Moderator

Hi @slee112, we have raised your concern to our Technical Team and one of our technical specialists will contact you to address the concerns raised.

 

Kindly await a call anytime before 5PM NSW today.

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Level 1b

Hello. My tpg ticket is #10752868.

 

Thanks to you. The connection is pretty stable at the moment. In the last days, every two hours, there were 5~6 consecutive dropouts, but today, I think there is only once. 

 

The problem is that the speed also slowed down. The normal internet connection speed was 7500kbs, now it's around the 5000~5500kbs. I already rebooted the modem 3 times, but the connection speed continue to be 5000~5500kbs. 

 

Did I exchange the stability of connection to connection speed?

 

Best regard.

 

 

Highlighted
Moderator

Hi @slee112,

 

The issue affecting the service is not yet resolved its still under assessment by our Engineering Team. We will pass this on to them for additional reference to the ongoing investigation.

 

Updates will be provided via SMS or Phone call when it becomes available.

 

Regards, 

 

 

Hello. My tpg ticket is #10752868.

 

Thanks to you. The connection is pretty stable at the moment. In the last days, every two hours, there were 5~6 consecutive dropouts, but today, I think there is only once. 

 

The problem is that the speed also slowed down. The normal internet connection speed was 7500kbs, now it's around the 5000~5500kbs. I already rebooted the modem 3 times, but the connection speed continue to be 5000~5500kbs. 

 

Did I exchange the stability of connection to connection speed?

 

Best regard.