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NBN connection dropping out a lot

Highlighted
Level 1c

Hi,

 

I've been dealing with connection drop out this month like every single evening when I need to use it.

It's totally unreliable and I've reported the issue every day too. TPG tired to changed the cable, NBN box.. Not sure what else they can do. It's not getting any better and I've to use mobile hotspot every day. NBN is totally useless for me these day.

 

I tried to change the provider but I'm trap with the contract and terriable unreliable connection. 

 

Anyone having the same issue?

How can I exit the contract when it's not my fault and nothing they can do to fix it?

 

For example: the log says

2019-11-27 20:27:29 [5] VoIP: disable SIP stack due to intf IP is 0.0.0.0
2019-11-27 20:27:48 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002385)]
2019-11-27 20:27:52 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002385)]
2019-11-27 20:28:02 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002385)]
2019-11-27 20:28:22 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-11-27 20:28:22 [3] PPP: ppp3
2019-11-27 20:28:42 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002453)]
2019-11-27 20:28:46 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002453)]
2019-11-27 20:28:56 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002453)]
2019-11-27 20:29:16 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-11-27 20:29:16 [3] PPP: ppp3
2019-11-27 20:29:36 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002521)]
2019-11-27 20:29:40 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002521)]
2019-11-27 20:29:41 [5] DHCPD: Recv DISCOVER from 08:C5:E1:54:43:A4
2019-11-27 20:29:41 [5] DHCPD: Send OFFER with ip 192.168.1.100
2019-11-27 20:29:41 [5] DHCPD: Recv REQUEST from 08:C5:E1:54:43:A4
2019-11-27 20:29:42 [5] DHCPD: Send ACK to 192.168.1.100
2019-11-27 20:29:50 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00002521)]
2019-11-27 20:30:10 [3] PPP: ppp3 Timeout waiting for PADO packets
2019-11-27 20:30:10 [3] PPP: ppp3
2019-11-27 20:30:30 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025ef)]
2019-11-27 20:30:35 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025ef)]
2019-11-27 20:30:45 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000025ef)]
2019-11-27 20:31:05 [3] PPP: ppp3 Timeout waiting for PADO packets

 

Please help!

2 REPLIES 2
Highlighted
Level 1c

The problem is why do I have to pay $350+ exit fees when there's no solutions to fix all those problem!

Just let me go and you should be happy that I'm not asking for refund for all those months that I can't use the service at all!

 

How am I suppose to pay $89 a month for next 10 months for nothing?

How is it even fair!

 

Highlighted
Moderator

Hi @sungayepe 

 

We responded to you on another thread where you have a comment: https://community.tpg.com.au/t5/Broadband-Internet/No-internet-for-3-days-and-persistent-internet-dr....

 

As explained in the other thread, the trouble you're having are all NBNCo-infrastructure related. The previous technicians who have to visit your premises for repair are all NBN technicians.

 

Your account is under a contract, hence why there's an early termination fee. I can understand your reason for wanting to discontinue your service, however, switching to another provider doesn't guarantee that you'll have a stable connection since you will still use the same infrastructure. TPG and other providers don't own the NTD box nor the cable line, so when issues arise, they need to be raised to NBNCo for repair.

 

I have escalated this issue to our Engineering Team so we can engage NBNCo to look into this further. An Engineer will reach out to you through SMS or phone call for updates on the case. Should you have other concerns or questions, feel free to leave a comment.

 

Regards,

Will