NBN FTTN now unable to connect for a significant period of time

[MisterG]

My NBN connection has been disconnected for a number of hours now. We have seen it reconnect 2 times in that time for around 20 seconds each time, then drops out again. I have gone through your support instructions, power cycld the modem etc. I am connected currently via my 4G phone but do require the internet to work for home and really need this sorted prior to monday. We have had a number of drop outs over the week but it usually comes back within 15 minutes.

I have tried calling support and I simply get disconnected saying your volume is too high.

I have even tried online chat which also rejects the submission because the volume is too high (for an online service, that is ridiculuous).

Servic status page suggests no problems but this is definitely not the case. I can see others raising support issues today as well on this forum.

[David_M]

Hi @MisterG 

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

[David_M]

Hi @MisterG 

I have checked your NBN-FFTN 50/20 service on our NBN portals and all tests are passing.

I can see your session up and testing stable.

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

[MisterG]

Thanks David_M,

I am connected via cable, so that rules out Wifi (directly patched from home office to modem/router). The issue is the intermittent nature of the dropouts. The one I mentioned above was a longer than usual outage. Yesterday I had 3 dropouts, all during work video calls at various points during the day. These lasted anything from 15 minutes to 30 minutes and are seemingly more prevalent lately. Not sure if this is bandwith related within the infrastructure.

Obviously by the time I can conatct support and get it looked at, it is sometime in the future and if connectivity is up (like it is now), the issue is considered resolved. I did get a call from a techie just today so clearly my ranting is working :-) whom advised to power cycle the modem (which had been done a few times during that outage mentioned above). The only new advice comes in the form of a factory reset which I will try if another outage occurs.

As mentioned the frequency seems to be increasing the similar entries in this forum suggest that many others are experiencing same. 

I know some other providers provide visibility of their CVC usage graphs (Connectivity virtual circuits) over their POI. Does TPG provide anything similar that I can check?