Internet drop out

[nartekop50]

Over the last couple of months I have had issues with my internet dropping out. It used to be once or twice a week. The last couple of weeks have had internet drop out almost everyday. The past couple of days the internet has been dropping out twice a day.

In all the cases I turn off the modem and  on again and in about 6 mins the system resets.

Can you please offer help to resolve my problem. Thanks.

[BasilDV]

Hi @nartekop50

We'd like to run some tests in order to identify the cause of the connection drop outs.

Shoot me a PM with your TPG username or customer ID number.

BasilDV

[nartekop50]

Good Morning BasilDV,

Thank you.

[BasilDV]

Hi @nartekop50

We've edited your post as it contains your account information.

Please avoid posting your account details on a public thread as it may compromise your security.

We've tested the line and was not able to detect any fault within the NBN line.

When the connection drops out, did you notice any changes with the light status of the modem/router?

Are you using a WiFi or a Wired connection?

BasilDV

[nartekop50]

Whenever there is a drop out the phone line 1 turns off. I am using a wired connection.

[BasilDV]

Just to confirm, what is the make and model of your modem/router?

Is it the TP-Link VR1600 or Huawei HG532D?

Aside from rebooting the device, have you tried to factory reset it?

BasilDV

[nartekop50]

TP - Link vR 1600

I will try the factory reset.

[BasilDV]

Alright, let us know how it goes @nartekop50.

BasilDV