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Internet keeps dropping unable to work

Level 2

Raised a ticket last week. Internet dropping or off for long periods. Our neighbours have same issue. Neighbours opposite side of the street have no issue. Ticket closed and we checked connection and appeared to be resolved. Last three days the same issue has started again, I’ve raised a ticket. No reply. Really unhappy I’m paying for a service that I can’t use and really unhappy I am unable to wfh and no one is contacting me about this. Please help.

Hi @Heathz14,


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 located your account and can see that the issue is now being investigated by our Engineering Team. We can detect the drops on the connection however we are yet to determine the cause. 


Please ensure to keep the modem connected and powered on for remote testing purposes. Updates will be provided via phone call or SMS.