My FTTB service in East Melbourne keeps dropping out. I have tried power-cycling the modem, ensuring it is in a cool place, checked the connections, and I use a LAN connection but it still keeps dropping out.
It is happening now approximately every 5 minutes or so, and takes about a minute to re-connect. The "DSL" light goes from solid to blinking, then disappears for a short period, taking with it the "Internet" light.
This has been happening now for a fortnight. Sometimes it is more frequent than others, but it is not usable and is frustrating.
I suspect the modem may be at fault. The modem is a Huawei HG630 (supplied by Wondercom/TPG). Can someone please advise?
Welcome to TPG Community!
We have escalated the issue to our Engineering Team and they are now working on sending a TPG technician to investigate why the connection is unstable. The technician will bring a modem with him for comparative testing.
The Team is closely monitoring the case and the case engineer will contact you as soon as new updates become available.
Let us know should you have further queries. Thank you.
An update on what has happened so far:
An engineer was due to attend today with a new modem. He called me prior to arriving, asked if I had a new modem, and stated that he did not have a new modem. He informed me that he would be able to get TPG to send out a new modem to me, and that the Huawei modems are being replaced as they are not working as they should.
A TPG call centre person called me this afternoon and informed me that the Engineer had logged that the line is fine. I had to inform him that the Engineer did not attend. The call centre person informed me that they would send me out a test-modem so that I could test the line, and which I could keep but that I would be charged for this modem. He was not able to tell me what kind of modem it would be.
This is exceedingly frustrating.
The brand of the modem/router will depend on availability, but, it should be our new supplied modem/router TP-Link VR 1600v
I will pass this to the assigned Engineer for additional reference. We apologise for the inconvenience.