NBN HFC dropouts

[st888]

Hi TPG,

My NBN HFC was connected to my home since early April 2020 however it's come with frequent dropouts since then, like, as many as 7 - 8 times a day without any pattern. Can you investigate and sort it out?

I've been using TPG since many years ago at variouis residence locations from the initial ADSL to the current NBN HFC product but never has this sort of unpleasant experience with high frequent of internet disconnection indidents before. It significantly affects the normal use of the internet and impacts badly on my work.

[David_M]

Hi @st888 

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 @st888 

I have checked your NBN-HFC 12/1 service in our systems and NBn 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

[st888]

Hi David, thanks for your response. Whenever the dropout occurred, the "internet" signal light of the TP-LINK router/modem was off. Can you please identify the source of the issue from this clue? 

I followed the instruciton to check the Wireless Channel on my modem, however it shows the channel is 4, instead of  Channels 1, 6 and 11 which are the most ideal channels to use in Australia on 2.5ghz as claimed in the article. Is there something wrong?

[David_M]

Hi @st888 

The Internet ''off'' light is a bit of a worry. The best way to TS that is to use another modem for monitoring. Your TPLINk modem from us isnt very old, but all modems can go faulty at any time.

Your best off leaving the wifi channel on auto. It will switch to the best channel and is always better.

Thanks,

[st888]

Thanks David. But the issue has NOT been solved, still. yesterday it dropped out around 4 times in the daytime. Today it hasn't happend YET, but I believe it'll happen sooner or later daily. I can accept the modem faulty/ internet disconnection occasionally say once or twice a month, but dropouts a few times everyday is really unacceptable.

[st888]

Hi David, the Internet is disconnected now again starting from 11:41am today 30 April. Can you please investigate and get connection back now?