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My Internet keeps dropping out

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Level 1c

Hi Team

My internet keeps dropping out all day

It has never been like this before and is super frustrating

 

Please help

10 REPLIES 10
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Moderator

Hi @Kamcclure29 


Thanks for your query!


Let me have a look 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

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Moderator

Hi @Kamcclure29 

 

I have run some tests on our systems, and your ADSL speed is good at 20meg sync.

Other tests are passing.

I can see some drop outs though so here are some points to try first.

 

1) Check the quality of your telephone line.

ADSL is very sensitive to any noise on a telephone line, and if there is any such interference it can cause the type of problem you are experiencing.

- Connect a telephone handset to your line and make a test phone call.
- Ensure that the line is clear of any noise or crackling.

 

2) Isolate the line and replace the cable.

- Remove all telephone devices, including handsets, fax machines, filters, double adaptors, and extension cables.
- Plug the modem directly into a wall socket on a new, short telephone cable.

 

Phone cables quite commonly develop faults which can impair your modem's ability to connect properly. Additionally, phone extension cables weaken the ADSL signal on the line and cables longer than 3 metres can significantly degrade connection quality. If you have additional devices on the line, the fastest way to eliminate them as the cause of your dropouts is to remove them from the line. This is called an isolation test and will need to be done for an extended period of time (~8 hours or so). If you require phone services during the day this test can be completed overnight. Please note the start and end times of your isolation test so we can compare your results with our connection logs.

 

3) Test an alternate wall socket.

If you are still experiencing dropouts whilst the service is isolated, please try the modem on another telephone wall socket if possible. The first socket in your premises (usually the one closest to the street) is the best option. Be aware that if there are any damaged cables or connectors within your premises (wiring internal to building) this will also cause problems with your ADSL service.

- If you have multiple wall sockets at your premises, try the modem on an alternate socket.
- Keep the line isolated whilst testing.

If your connection is more stable on a different socket, it might suggest you have a faulty wall socket in your premises or a fault with internal wiring.

 

Regards,

David_M

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Level 1c
Hi David
We have never changed anything and have all that you suggested so unsure why now it is dropping out?
Highlighted
Moderator

Hi @Kamcclure29 

 

If you can at least check the quality of the dialtone if possible, that will help. Crackling will mean a Telstra fault.

 

I have also changed some settings, so keep an eye on it for rest of the day and let me know how you go.

 

regards,

David_M

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Level 1c
Hi David
I checked the tone and no issues
We have still had the internet dropping out today so hoping for a fix as we are paying for it

Thank you
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Moderator

Hi @Kamcclure29 

 

I have created a fault ticket for our engineers to look in to. An engineer will call you within 24-48hrs.

I have PMd you your fault reference number.

 

Regards,

David_M

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Level 1c
Thanks they called but I missed it and never called back
It still dropped out all day today

Any help would be great thanks
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Moderator

Hi @Kamcclure29 

 

I re-checked your service and it is/has been stable for 8 days at 18meg.

It sounds like a usage/equipment/modem issue which is something you will need to resolve.

 

The phone line/service is good.

 

thanks,

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Level 1c
The modem was supplied by tpg and we recently had someone come to check and change it?? And said it would be fixed?