NBN HFC Dropouts

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Level 1a

We have just migrated from our ADSL2+ to NBN plan because we were notified that ADSL2+ service would be cut off by November and we had the NBN connection box installed on Wednesday 17/07/2019.

On that day itself, we had our connection dropped thrice. Afterwards we continued to have several dropouts lasting approximately 5 to 10 minutes, after which connection would resume. This affects all our devices regardless of whether it was connected by 2.4 GHz, 5 GHz or by an ethernet cable. These drops happened throughout the day, for example on the following day 18/07/19, dropouts were observed around 0830hr, 1145hr, 1315hr, 1730hr and 1800hr. During these dropouts, we observed that the “Internet” light on the TP-Link VR1600v modem would go out, and the “Online”, “Downstream” and “Upstream” lights on the NBN connection box also went out. It would rectify itself whether we restart the modem/connection box or left it alone, and connection would resume in 5 to 10 minutes.

 

Please advise us what can be done to rectify this situation.  Thank you.

3 REPLIES 3
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Moderator

Hi @AL88 

 

Welcome to TPG Community!

 

We were able to locate your account and tested the line, but was not able to detect any fault.

 

We've refreshed the connection remotely, however, further tests need to be performed in order to resolve the issue that you are experiencing.

 

Please shoot me a PM with your preferred time and best number to be contacted?

 

How to send a PM? Click here.

 

Regards,

BasilDV

 

 

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Moderator

Hi @AL88,

 

Thanks for sending us your details. We arranged a call from one of our Technicians tomorrow between 10-12NN AEST for further investigation and real-time. Make sure to keep your mobile phone available for the incoming call and let us know how it will go.

 

Cheers!

Moderator

Hi @AL88

 

We've seen that our Technical Team has been in contact and and currently seeing a stable connection. 

 

Please keep us posted if there will be any drop outs after the changes we've made on your modem. 

 

Should you require any further assistance, please let us know. Thank you.