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Moved NBN to new house- connection unstable very slow

Level 2
I moved home with an existing account and set up at the new location, the connection is constantly doppping out and the speed is terrible. This is both with a Ethernet connection directly to the router and with WiFi, is this a NBN cable problem and do I need a technician? If so how do I get one? No one at TPG has been very interested in helping me with this over the phone.

Hi @patch ,


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 you need further assistance, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.


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