Internet keeps dropping out

[mishaellaw]

Hi I’m also currently having the same issue if someone could please assist?
Thanks

[Ahra_G]

Hi @mishaellaw, 

Let us have your Customer ID or username via private message in order for us to run remote tests and diagnose the possible cause of the dropouts. 

Thanks! 

[sridhar01]

Hi, I'm also having the same issue ccan you please assist me with this. 

[Brad0]

Hi,

I'm also having the same issue as the other with the internet disconnecting and the modem showing red lights for about 5 minutes and then the modem reconnects, can you please assist?

The issue has been occuring for a month or so now but the last few days its happening a few times an hour. We noticed it occurs more frequently when 2 people are using the internet at the same time. 

[Ahra_G]

Hi Brad0,

Please check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage 

If there are no known outages in your area, please send us a private message with your TPG customer ID, username and complete address so we can take a look at your service.

To send a PM, please refer to this link: How do I private message (PM) in the community

-Ahra_G

[mheffern01]

i agree with you entirely - it is most unsatisfactory and Tpg appear to do nothing about it but take your money - i am experiencing dropouts like you wouldnt believe - every few minutes many time a day

it is i think one of two things 

fibre to node and old copper pipes - nbn should be ashamed of the service they provide - i think we rank at the bottom of the world including third world countries

the other thing is Tpg ramping back to increase their profits at expense of their customers

when i joined i had 3 months of good service and then i think i got slotted into the que for ramping

management of tpg needs to clearly address the issue of dropouts but where are they - oooh i forgot out to lunch with nbn all seemingly content with the appalling lack of service

[Shane]

I responded to your initial post located here. 

To better understand what causing dropouts to the service, send us a Private Message with your account details (Username/Customer ID together with the address on file).
 

i agree with you entirely - it is most unsatisfactory and Tpg appear to do nothing about it but take your money - i am experiencing dropouts like you wouldnt believe - every few minutes many time a day

it is i think one of two things 

fibre to node and old copper pipes - nbn should be ashamed of the service they provide - i think we rank at the bottom of the world including third world countries

the other thing is Tpg ramping back to increase their profits at expense of their customers

when i joined i had 3 months of good service and then i think i got slotted into the que for ramping

management of tpg needs to clearly address the issue of dropouts but where are they - oooh i forgot out to lunch with nbn all seemingly content with the appalling lack of service

[Charlizd]

I have also noticed as of Kate constant drop outs, I'm connect straight to the router and have dropped out 4 times today already, 2 x in the last hour. Foe the past few years the service has been amazing but lately...not so much. Unfortunately everyone's life these days revolve around the internet one way or another and issues like this cannot nor should not be a common thing. Especially when your paying premium money for a supposed premium service.
I have noticed my router runs extremely hot, is usually situated in a well ventilated area but at times is like a mini radiator, I don't think it should be running as hot as it does, especially with no external cooling, can only imagine the components almost melting.
Is there a way to get an upgraded, newer modem/router? Without buying externally

[Shane]

We ran an initial test to the service and the result shows no dropouts and line fault that could cause connection issues. 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

Let us know how it will go. 

For getting a new modem/router we can have one of our Account Specialists to contact you to provide more details, send us a Private Message with your best contact number and preferred time.

Regards,

I have also noticed as of Kate constant drop outs, I'm connect straight to the router and have dropped out 4 times today already, 2 x in the last hour. Foe the past few years the service has been amazing but lately...not so much. Unfortunately everyone's life these days revolve around the internet one way or another and issues like this cannot nor should not be a common thing. Especially when your paying premium money for a supposed premium service.
I have noticed my router runs extremely hot, is usually situated in a well ventilated area but at times is like a mini radiator, I don't think it should be running as hot as it does, especially with no external cooling, can only imagine the components almost melting.
Is there a way to get an upgraded, newer modem/router? Without buying externally

[Shane]

Hey, Charlizd

In the event you still require assistance, feel free to update this thread.

Cheers!

 

I have also noticed as of Kate constant drop outs, I'm connect straight to the router and have dropped out 4 times today already, 2 x in the last hour. Foe the past few years the service has been amazing but lately...not so much. Unfortunately everyone's life these days revolve around the internet one way or another and issues like this cannot nor should not be a common thing. Especially when your paying premium money for a supposed premium service.
I have noticed my router runs extremely hot, is usually situated in a well ventilated area but at times is like a mini radiator, I don't think it should be running as hot as it does, especially with no external cooling, can only imagine the components almost melting.
Is there a way to get an upgraded, newer modem/router? Without buying externally