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My NBN connection keeps dropping and is slow

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Level 1a

I believe this is a technical issue - not a user issue that the user community can help with.

 

I NEED TECHNICAL ASSISTANCE. (If this is not the right place to get this please point me in the right direction)

 

While we are using the internet for messenger etc calls the connection keeps dropping and we have to re-connect. This has been happening for at least 2 weeks. It is happening on multiple devices with different services and different users (the only common item is the internet connection.

 

Posting to facebook is also problematic with multiple attempts usually being needed to post any photos (and sometimes even text posts).

 

Things I have tried:

1a.  Tried different devices (ipads x 2, iphones x 2) / systems (messenger, skype, facetime, phone call over wifi).

1b.  Reboot / power off / reset everything (multiple times).

2.  Developed a batch file to monitor connection and record issues (output available).

3.  Run multiple speed tests (TPG web site and ipad based) with usually good speeds (but much slower in the evenings) with occasional dropouts etc that I can see as they happen but cannot record easily. (Often having very high latency / delay with high jitter.)

 

We are getting ready to change providers if there is no swift resolution.

 

Regards

 

jande2017

 

 

2 REPLIES 2
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Level 1c

Hi, it happens on me as well, I have used my own data from the mobile phone, I am paying $90 every month for internet, but now I have to use my phone data, how funny for this

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Moderator

Hi All,

 

There are different cause of Transfer/Speed Issue that you may experience.

  1. Sync Speed Issue, this speed issue is caused by a line fault on TPG (If you're with ADSL2+ or TPG-FTTB) or NBN's network (If you're with NBN service). 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 Transfer Rate Issue, 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. Speed/Transfer Issues, this issue is caused by possible loose modem/router connection setup. This can be fixed by re-seating Ethernet cable if the device(s) is connected via LAN, re-seating the modem/router to the wall socket or changing the phone cable used from modem/router to the socket.

    Note: You will need to test multiple speed test when you change Ethernet,Phone Cable to identify the caused of speed issue.
     
  4. Speed Degradation caused by ongoing outage in your area.

In the event that you experience dropouts via Wireless/Wi-Fi connection we did an article that you may find helpful see links below.

 

We have created this article that can guide you on How to Check for NBN Network Outage.