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Internet spped very pathetic , keep dropping frequently

neerajamlani
Level 2
Level 2
‎24-04-2020 02:40 PM

Hi TPG tech support.

 

I am trying to reach out to you as we have been experiencing problems since yesterday at 15 campbell street paramatta 2150.

Internet is very unstable and its dropping quite frequently . Have restarted modem 3-4 times but no use.

This is really very frustrating as due to presence situation and wfh I am not able to have this stable connection since last 2 days and on top of it not able to reach out to customer support 

please try to soolve this issue .at the earliest 

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18 REPLIES 18
JayeshP9
Moderator Moderator
Moderator
‎24-04-2020 02:41 PM

Welcome to TPG Community,

You can private message to me your customer ID, username, service address and mobile number so i can check status here.

regards

JayeshP9

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JayeshP9
Moderator Moderator
Moderator
‎24-04-2020 03:01 PM

Hi neerajamlani,

 

Thanks for providing your details.

 

I have checked here and noted that sync speed is very good 99/34 Mbps and connected for 4 Hours.

 

  1. Can you tell me more what kind issue you experiance?
  2. How many socket are in your unit?
  3. which modem is connected?
  4. Are you using and extension cable to connect modem from socket?
  5. how's look socket and cable condition? like dusty, clean, corroded
  6. which network are you using to connect for wireless ? 2.4G or 5G or wired

Regards

JayeshP9.

 

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neerajamlani
Level 2
Level 2
‎24-04-2020 04:21 PM

Not sure what you have checked but I have the issue of device getting discoonected frequently . 

 

This was not the able till thursday but started since tomorrow morning 

 

  1. Can you tell me more what kind issue you experiance?    :-device geting discoonected frequently 
  2. How many socket are in your unit?    :-not sure what does this mean however  modem is connected to only one socket without any extension
  3. which modem is connected? :- modem as provied by TPG no change had been done from my side 
  4. Are you using and extension cable to connect modem from socket?:- no extention directly connected to socket which was installed by TPG engineer at the time of installation
  5. how's look socket and cable condition? like dusty, clean, corroded, :- Brand new cable which was provided by TPG , cleaning done every week 
  6. which network are you using to connect for wireless ? 2.4G or 5G or wired :- 2 G this was told to me by engineer and also there was no problem until thursday it all started since yesterday 
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JayeshP9
Moderator Moderator
Moderator
‎24-04-2020 04:33 PM

Thanks for providing information.

 

I suggest better to use 5g wireless if you can because it has less interference than 2.4 G wireless.

 

If still experiance slow connection, then temporarilly try wired connection with one device for speed check. better to turn off wireless for it, you can turn on/off wireless by pressing wifi button which is located on top side of router. 

http://tpg.speedtestcustom.com/

 

If still expericance slow connection then you need to hard reset you router.

 

I will advised you how to configure router but first try above troubleshooting.

regards

JayeshP9.

 

 

 

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JayeshP9
Moderator Moderator
Moderator
‎24-04-2020 04:45 PM

If you have huawei HG659 modem then  wifi turn on/off button located on side.

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JayeshP9
Moderator Moderator
Moderator
‎24-04-2020 05:05 PM


After Hard reset router usually configured via auto configuration but if you can’t get internet connection after 30 minutes you can configure your modem manually as well.
For manual configuration, make sure first you need to connect your router via wired /wireless to computer or mobile. Follow below steps.
A. Open your browser and in the address bar type http://192.168.1.1 and press Enter

B. Enter admin for both the username and password and click Login. If you have changed the login credentials, please enter the current username and password for your modem interface.

C. You will see the home screen shown on the right. Click the Advanced tab.

D. On the menu on the left side of the page, click Network to expand the menu and then click DSL.

E. Click the Edit button on pppoe_ptm_2_0_d.

F. Enter your TPG Username and Password. Click Save

G. Click the Basic tab

H. On the menu on the left side of the page, click Wireless

I. You can change your Wi-Fi details or keep the default settings. The default Wi-Fi SSID (network name) is WiFi-xxxx (xxxx is a random 4 digit alphanumeric code printed on the sticker underneath your modem).
By default, the Wi-Fi password is printed on a sticker underneath your modem (Wireless Password/Key).

Click Save.
Setup complete!

regards
JayeshP9.

 

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neerajamlani
Level 2
Level 2
‎24-04-2020 05:31 PM
I have tried all the option what you have mentioned I was network engineer so done all the basic troubleshooting
Seems you are not understanding that it's a connection drop out issue not slowness issue
I repeat internet is dropping frequently and this started from yesterday not sure till yesterday 2g was working and now u r asking me to move to 5g
Why don't u check from ur side ,or let me know whom to escalate
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neerajamlani
Level 2
Level 2
‎25-04-2020 12:38 PM

Please let me know what do you mean by 2g Interference ?

since last 3 months there was not issue and suddenly since Friday issue started so do you mean that since friday 2G intereference started ?

 

and how to enable 5 G?

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neerajamlani
Level 2
Level 2
‎25-04-2020 01:28 PM

have done below step how ever still the same proble 

 

have tried all the steps and solutionw which is suggested but still the same problem 

attaching the logs taken from router and it can be seen that there is some DHCP issue because of which connection is getting drop . Issue is related to connection drop and not related to slowness

 

2020-04-25 12:49:13 [5] DHCPC: Recv no OFFER, DHCP Service unavailable
2020-04-25 12:50:24 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 12:50:27 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 12:50:30 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 12:50:35 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 12:50:38 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 12:50:41 [5] DHCPC: Recv no OFFER, DHCP Service unavailable
2020-04-25 13:52:22 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 13:52:25 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 13:52:28 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 13:52:33 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 13:52:36 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 13:52:39 [5] DHCPC: Recv no OFFER, DHCP Service unavailable
2020-04-25 13:54:50 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 13:54:53 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 13:54:56 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2020-04-25 13:55:01 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 13:55:03 [6] VoIP: Register to server address 172.26.0.33:5060
2020-04-25 13:55:04 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2020-04-25 13:55:07 [5] DHCPC: Recv no OFFER, DHCP Service unavailable

 

 

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