Intermittent packet loss multiple times a day

[IreneD]

Hi,

I've just moved into a new apartment in Newtown, NSW and signed up to TPG on the 11th of March. From the start and continuously since, I've been facing intermittent packet loss occuring 10+ times daily which is most noticeable when on calls (e.g. Microsoft Teams, Slack, Webex etc.).

I've been in contact with TPG support (ticket # 12214541) who have sent a technician and the outcome I've been told is: "Our monitoring shows the service quality has now improved and up to standard". The TPG speed tests don't seem to highight the issue, however I have recently downloaded ping plotter which clearly highlights when the issue is occuring (please see attached screenshots).

Any ideas would be appreicated, thanks.

[BasilDV]

Hi @IreneD

Welcome to the Community!

Are you experiencing the issue on a specific time or it's random?

Are you using a WiFi or a Wired connection?

If via WiFi, are you connected to the 2.4GHz or 5GHz band network?

BasilDV

[IreneD]

Hi BasilDV,

The issue is occuring randomly.

I am predominately using a WiFi connection and have tried both 2.4GHz and 5GHz. I have now turned off bandsteering and am using the 5GHz and still experiencing the issue. The issue also occurs when using a Wired connection.

Data from the 28th March28th March

Data from the 29th March 

29th March

Thanks,

[BasilDV]

Thank you @IreneD

We'd like to arrange a call from our Tech team to check on this further.

Shoot me a PM with your preferred time and best number to be contacted.

BasilDV