I've been getting intermittent packet loss since joining TPG on the NBN in Kelvin Grove, QLD in August. I've previously had HFC with Telstra at this location. This issue occurs ~5-10 times daily with varying severity. The below PingPlotter shot is a typical incident and it will correct after about 5-10 mins. Or if I power cycle my black box.
During an incident:
To troubleshoot, I've tried:
Any ideas would be appreciated thank you
Thank you for your assistance so far. As promised, an NBN technician came onsite yesterday. After completing line tests, they replaced a connector in the utility box. While this initially appeared to resolve the issue; in the evening I received additional packet loss and some drop outs. This issue is still occuring.
I would like to take acknowledge the fantastic service I'm receiving from TPG. Unfortunately it would appear we are at the whim of NBN Co but TPG have been very proactive.
I received a call from TPG this morning saying that they tested my line overnight and still acknowlege there is an issue and have reescalated the issue back to NBN.
Thank you TPG and NBN for your support. The issue was resolved after NBN replaced the HFC cable from the pole to my utility box. Service has been stable since then with no significant packet loss.