Intermittent disconnection on NBN

[Tuanchauminh]

Hi there,
I’ve joined NBN for 2 months. There was no problem with the connection in the 1st month, but currently the connection usually disconnects after 1 or 2 hours using. Although i restart NBN and wifi moderm many times, it does not resolve the problem. The connection still drop out after using the internet 1 or 2 hours. I think that is technical problem.. we really need it to work at home so pls help to track the connection and solve it ASAP. Thank you so much

[Riezl]

Hi @Tuanchauminh

Welcome to TPG Community!

We'd like to check what is causing the issue and help with the resolution.

We have located an account using your community details, but we'd like to make sure that we got the right one.

Please PM us your TPG customer ID, username and complete address. To send a PM, please refer to this link: How do I private message (PM) in the community 

[Riezl]

Hi @Tuanchauminh, thanks for providing the account details via PM. We have checked the status of your service and it shows that the NBN Black box is currently getting a signal, but there's no communication between the said equipment and the TPG modem.

We may need to manually configure the settings of the modem if needed, but we can try to perform a hard reset on the TPG modem first.

On the back of the TPG supplied modem, there's a small pin hole that's labeled "RESET". Please press and hold it for 2 minutes and we'll see if that will do the trick.

[Tuanchauminh]

Hi there,
I pressed and hold the ‘Reset’ button at the back of wifi modem in 2 minutes, then i restarted NBN Modem and TPG supplied modem.. Unfortunately, there is no internet connection now.. could u pls check and solve the problem.. i really need the internet for my work. Thank you so much

[Ahra_G]

Hi @Tuanchauminh, I can detect the NTD (Arris box) however the router appears to not connect to our server hence no internet connection.

I have organised a contact to be made tonight at 8.30PM AEDT to assist you in configuring the modem. 

Should you have another preferred time, please let us know.

Thanks! 

[Tuanchauminh]

Hi there,
I am available at 8.30pm AEDT.. Thank you so much

[Ahra_G]

Hi @Tuanchauminh,

I've seen that one of our Tech specialist has already contacted you and exhausted all the steps in troubleshooting. Your current modem does not seem to communicate to our server leaving you without internet access. 

A replacement modem has already been requested. You should receive an update within the next 24-48hrs.