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Internet dropout and slow connection speed

Level 1a

Hi,

 

I've been experiencing dropouts with your service for a while now. Dropouts occur on and off. I've restarted my router to factory settings and checked the wired connection. I'm also not sure why I connect at random speeds ranging from 9000kbps to 2000kpbs.  

 

Having a technician look into it would be appreciated,

 

Thanks,

6 REPLIES
Moderator

Good day @formularon,

 

Welcome to TPG Community!

 

I was able to locate your account using your email address and was not able to detect any issues on the network. I have run a remote test on the line and there was no evident fault on it.

 

Is your modem connected to the wall socket directly or are you using a splitter/filter? Are you able to check your home phone, if you can hear any noise or if it's working? If there's an issue on the home phone line, then the internet service will be affected.

 

For the speeds ranging from 9000kbps to 2000kpbs, where did you see this information? Is it in your modem interface or you've run a speed test?

 

Kind regards,

Level 1a

BasilDV wrote:

Good day @formularon,

 

Welcome to TPG Community!

 

I was able to locate your account using your email address and was not able to detect any issues on the network. I have run a remote test on the line and there was no evident fault on it.

 

Is your modem connected to the wall socket directly or are you using a splitter/filter? Are you able to check your home phone, if you can hear any noise or if it's working? If there's an issue on the home phone line, then the internet service will be affected.

 

For the speeds ranging from 9000kbps to 2000kpbs, where did you see this information? Is it in your modem interface or you've run a speed test?

 

Kind regards,


Modem is plugged directly in wall socket. Phone line is working fine. I used router login and it shows me what upstream and downstream I connect at. 

 

Any other suggestions?

 

Thanks, 

Moderator

Thank you formularon.

 

I'll arrange a call from our Tech team to look into it as I cannot detect any fault on the copper wires. Please shoot me a message of your preferred time and best number to be contacted.

 

Kind regards,

Moderator

Hi @formularon,

 

Are you able to send me a private message with your contact details so I can have a specialist contact you for assistance?

 

I will wait for your response. Thank you.

Moderator

Hi @formularon,

 

Thank you for sending your contact number via PM. I will arrange a call from our Tech team today around 6PM NSW time to make sure that you are at home to help them with the test.

 

Should you fail to receive a call, please let us know.

 

Kind regards,

Moderator

Good day @formularon,

 

I understand that our Tech team has been in touch and assisted us to receive a much more stable connection. I can see that the modem has been connected for almost a day after the adjustment. Keep observing the service and if you need further assistance, please let us know.

 

Kind regards,