NBN Internet constantly disconnects

[krislunde]

Since installation a year and a half ago, our NBN internet has constantly been disconnecting. Not long interruptions, usually ranging from a few seconds to a few minutes. But it happens multiple times a day, constantly causing our 5+ smart devices to reconnect and not working. It also makes online gaming incredibly frustrating.

When I contacted TPG last year, all I got was " Everything looks good on our end" so I've been saving the logs from our modem. If any engineers want to take a look at occurance after occurance of:

1	2021-09-22 14:41:28	PPP	Error	ppp3
2	2021-09-22 14:41:25	PPP	Error	ppp3 LCP down
3	2021-09-22 14:41:25	PPP	Error	ppp3 User request
4	2021-09-22 14:37:46	PPP	Error	ppp3
5	2021-09-22 14:37:43	PPP	Error	ppp3 LCP down
6	2021-09-22 14:37:43	PPP	Error	ppp3 User request

then they are welcome to. I am considerably unimpressed. How can we fix this?

Thanks.

[Anonymous]

Hi @krislunde,

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

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

If you need further assistance, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link: How do I private message (PM) in the community