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NBN Connection keeps dropping out

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Level 1a

My connection keep dropping out and looks like the NBN box is the main cause.

Account 5415060

 

4 REPLIES 4
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Moderator

Hi @SammyB-3071 


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

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Moderator

Hi @SammyB-3071 

 

I checked your NBN-HFC 50/20 service on our NBN portal, and at the moment all tests are passing.

 

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

 

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Level 1a

It might be woking now but it has not been stable till now.

can you please check the history for the day to see how many times our connection has reset?

Highlighted
Moderator

Hi @SammyB-3071 

 

I could also see an open NBN incident on the portal. This means NBN may have been working/fixing/upgrading something to do with their network outside of TPG control.

 

This may be ongoing for a short time, or resolved now.

 

Thanks,