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My internet connection keep dropping out

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Level 1c
Hi, I'm trying to reach support. I have been TPG customer for many years and recently switched to NBN. Unfortunately, after COVID-19 era, the internet connection have become very unstable. I'm constantly getting ettors, connections to various web sites dripping out, etc.

It become practically unusiable at this stage. Can't do any work.

I have upgraded my plan to NBN 100, but that did not help either.

I work on company laptop inside a company VPN and all connections are routed though a company proxy. I was thinking that proxy is an issue, but none of my colleagues have same problems with they NBN connections.

I'm out of options. I have 3 mouth of contract left and are prepared to walk away after that.
2 REPLIES 2
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Moderator

Hi @microcell 


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

Highlighted
Moderator

Hi @microcell 

 

I checked your NBN-HFC 100/40 service on our NBN portals and tests are passing at this point.

Your cable NTD has been up for 9 days( different to your modem uptime though).

Speed test showed 75meg DL speed. 

 

Try some of these.

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 https://community.tpg.com.au/t5/Featured-Articles/Slow-speed-issue/ba-p/1197
• Easy Steps to Improve Wi-Fi Connection In Your Home https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...
• Wireless Channel on your modem - what is it and why should I change it https://community.tpg.com.au/t5/Modems-and-Devices/Wireless-Channel-on-your-modem-what-is-it-and-why...
We have also created this article that can guide you on How to Check for NBN Network Outage https://community.tpg.com.au/t5/Broadband-Internet/How-to-Check-for-NBN-Network-Outage/m-p/45557#M17...

 

Regards,
David_M