NBN connection does not maintain connection

[gnosis1sophie]

My NBN connection keeps cutting in and out. There is no outage at the premises. I have not been able to watch a movie before it cuts out after 5 mins! My mobile phone has trouble connecting as well - connected but so slow. Never had this many problems with my ADSL. What do AU do!? I had an email saying something about a phone line but can’t get anyone to help!

[Ahra_G]

Hi @gnosis1sophie, 

Welcome to the Community! 

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage. Check our Service Status page for any known outages.

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.

If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage

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

Line tests showed that your service is now up and running.

Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/ 

Regards,

Ahra_G