Internet Drops Out

Highlighted
Level 1b

Internet keeps dropping out multiple times during the day and night and then comes back around anywhere between 5 and 15 minutes. Have reset modem but problem continues. Everything on surge protection. Started a couple of weeks ago, no noticeable problems before that. Have had rain recently and i remember the nbn tech saying last time he was called out for a faulty modem that there was some water in the pit. Could this be affecting it. Get it fixed TPG!!

2 REPLIES 2
Highlighted
Moderator

Hi @jward155

 

Welcome to the Community! 

 

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

I've managed to run remote test and have detected drop outs on the connection. The issue is now raised to our Engineering team for further investigation. Please ensure to l;eave the modem connected and turned on for remote testing purposes. 

 

Updates willbe provided via phone call or SMS. 

 

We apologise for the inconvenience. 

 

Regards,

Ahra_G

 

 

Highlighted
Level 5

Welcome to the NBN Smiley Happy

Would suggest adding your state, suburb and postcode to the Subject to highlight your issue Smiley Happy