NBN Still drops out multiple times a day.

[nishaiyer09]

Hi,

We are still experiencing frequent dropouts (up to 5 times a day) of about 10-20min each which is a heavy inconvinience to us. It is better than before, but since we are working from home and rely on a stable internet for our work it is unreasonable to have so many drop outs daily. I'll be honest I've had more reliable internet 10 years ago.

see previous thread: https://community.tpg.com.au/t5/Broadband-Internet/NBN-HFC-Frequent-Dropouts/m-p/51672#M20409

Do you have a solution to this problem? (I don't mean a quick fix I mean an actual solution like 4G mobile backup when NBN drops out.)

I get it, NBN is unreliable and can be inconsistent at times, but if you can't solve NBN's shortcomings using other technology e.g. mobile backup/any other solution then we will have to switch to another service provider that does.

[David_M]

Hi @nishaiyer09 

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 @nishaiyer09 

I have checked your NBN-HFC 50/20 service on our NBN portals and all tests are passing at this point.

Throughput speeds were also testing at 48.5mbps.

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

[nishaiyer09]

Hi @David_M 

I'm not sure why my previous post is not appearing or if it was deleted. Anyways I'll rewrite it:

Firstly, I've tried all those instructions mentioned above during several communications with TPG customer support. Then, after posting on the forums a technician was sent to look at the connection (first time was a no show). After contacting my friend in NBN, and liasing with TPG customer support regarding the issue we finally got a technician, who initially just checked the connection told me it's all working and swapped the NBN (black) modem and said "it probably won't help, but won't hurt to try". After swapping the modem he was about to leave in a rush when luckily the issue arose again. After more investigation he found that the taps (outside the house) were not wired correctly and fixed it. After that the connection was okay, but still dropping out once or twice a day.

I have checked with my friend at NBN who has talked to experienced tech over there to identify the issue as a common one for HFC connection - modem flapping, except in our circumstance it's more frequent than usual and lasts longer than usual.

Just because the connection is stable now doesn't mean it wasn't dropping out. If you check with NBN you will see that we did experience drop outs in the morning 2-5 times for 10-15 min each today, and this was especially bad last Thursday. The issue is most likely with the NBN connection (HFC) but so far it's not solved.

Back to my original question, do you offer a 4G internet backup as a solution? My goal here is to have stable connection and if as  you say there are various reasons why dropouts can happen, I want a solution that can avoid it completely, and 4G backup or any alternative service when the NBN connection is badseems like a reasonable thing to consider.

If you do not have such an option let me know so I can switch providers.