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Internet dropped out

dawessjohn
Level 2
Hi,

My internet has dropped out 8 times in the past fortnight. How do I get refunded for these drop outs.
1 REPLY 1
Ahra_G
Moderator

Hi @dawessjohn

 

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

 

If the issue persists, please send your Customer ID or username via PM in order for us to check the status of your service.


Regards,

Ahra_G