Multiple Disconnects per day - Margate Qld - diagnostics say the NBN connection cannot be found

[Kate_MargateQld]

Like everyone, I am experiencing multiple disconnections all day long.  I've run all the diagnostic tests, rebooted many times and changed cables between the router and modem, but nothing has made any difference.

Please provide a solution and this is making working from home impossible without the use of a dongle connection.

[David_M]

Hi @Kate_MargateQld 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[David_M]

Hi @Kate_MargateQld 

Can you please Private Message(PM) me your Username/CID/Service address for the service you need help on so i can pull up your account.

How to PM.
https://community.tpg.com.au/t5/Welcome/How-do-I-private-message-PM-in-the-community/m-p/4093#M45

Regards,
David_M

[David_M]

Hi @Kate_MargateQld 

I have checked your NBN-HFC 25/5 service on our NBN portals and all tests are passing at this stage.

Speed tests also show it is 23.64mbps.

You modem and authentication has been up for 3 days.

This may be related to wifi performance in your home.

When you have issues, try connecting a device direct to the modem with a network/LAN cable to troubleshoot the issue.

Wireless interference can cause various issues with your WiFi network. If all of your devices connected to via WiFi are affected, then you may need to change some wireless settings. We've created an article that will guide you on How to improve your home network.
https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...

Regards,
David_M

[Kate_MargateQld]

Hi David

This makes no sense as nothing has changed in my IT set up for years - I work from the same desk on which the router and modem are sitting.  

Please see if you still think it's a wi-fi issue given it's not placement related and after you have had a look at the attached screen shots of the messages received about the connection issue.

With thanks, Kate

[david64]

Hi Kate. Have you tried connecting your computer to router using cable? 

Or try using the 5G wifi connection to the router?

Do other wifi devices have the same dropouts?

[David_M]

Hi @Kate_MargateQld 

This looks like an issue with your devices tethering with the modem, and not an NBN related issue.

Try connecting other devices to the modem either with wifi, or better with a LAN cable.

It also looks like the issue is with the device you took the screenshots from. Devices can get get faulty network adapters. 

Regards,

David_M