NBN connection keeps drop out

[NSW2574]

Hi all,

I can't remember how long I've been with TPG. I was with them for about 4 years until they decided to raise their prices but reduce the download quota simultaneously. Went to Telstra after that for a while until the poor value for money became a issue and then rejoined TPG - it's been close to ten years now and I've been overall happy.

I have a Fixed Wireless NBN connection and immediately following its installation experienced the internet, for the first time, at speeds beyond 1 Megabyte per second. Regrettably, this didn't last.

Anyway, to the point; Over then last month or two I have been experincing very poor speeds (slower than my old ADSL connection) and it has gradually become worse. I suspect that more people in the area have starting using the NBN and being in the edge of the service range doesn't help either.

This has now deteriorated to the point where the service simply drops out all together. Just writing this, the connection has dropped 3 4 times.

The router is the Huawei HG659. Reading through the forums I can see there are issues with this hardware but I don't believe this is the problem. The wall mounted box has status lights on it;

Power Light: Green

Status LIght: Flickering green

ODU Light: Flickering green but does turn red randomly

Signal: A single red light or no lights at all.

Could I have this looked at please?

Regards,

Eric

[Riezl]

Hi @NSW2574,

Welcome to TPG Community!

We have located the account using your community details.

We have checked the status of your service and we are not detecting any fault on the line or network at the moment.

The connection appears to be stable as well.

If you are connecting all your devices via Wi-Fi, we recommend having a read of these community articles, which may help in improving the performance of the wireless connectivity.

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/Featured-Articles/Wireless-Channel-on-your-modem-what-is-it-and-why-...

How to test your wireless connection using a Speedtest App

https://community.tpg.com.au/t5/Featured-Articles/How-to-test-your-wireless-connection-using-a-Speed...

Otherwise, please PM us your best contact number and most convenient time to receive a call so we can have a specialist contact you for assistance.

[NSW2574]

Hi Riezl,

---

@Riezl wrote:

Hi @NSW2574,

We have checked the status of your service and we are not detecting any fault on the line or network at the moment.

The connection appears to be stable as well.

There doesn't have to be anything "wrong" with the network for me to have issues with it. Today (5th) I am experiencing the same issues I had to the 1st (when I first complained).

And, for the record, none of these ussues are WiFi related.

I have already indicated that the wall mounted box is clearly showing there is an issue beyond my control.

I will PM you with my contact details.

Regards,

Eric

[Riezl]

Hi @NSW2574, thanks for providing the contact details via PM.

We have arranged a specialist to contact you on Monday, January 07,2019, between 4:30PM and 5:30PM NSW.

[NSW2574]

Hello,

I received a call from TPG and we followed the inital trouble shooting process. I later received an email and, following the instructions within, completed the requested tests and email the results, on the 9/1/2019.

The "connection" has now deteriorated to the point where I have no internet access at all. While it may be connected there is no bandwidth what so ever. The ODC light on the NBN box frequently turns red and there are no signal strength lights at all. I am hot-spotting my laptop via my phone to post this.

To add insult to injury I have received an SMS from TPG saying that everything appears to be working normally following a "technician visit from NBNCo" - there has been no visit from anybody nor any comunication since my email reply on the 9th and the service supplied is anything but normal or satisfactory.

Regards,

Eric

[BasilDV]

Hi @NSW2574,

Our sincerest apologies for the inconvenience.

We've seen that our Engineering team has requested to have an NBN technician to check your service, but there's no schedule as of the moment.

We'll notify our Engineering team to contact you today between 1:30PM - 2:30PM to provide you more updates with the progress of the case.

Kind regards,

BasilDV

[BasilDV]

Hi @NSW2574,

I understand that our Engineering team has been in touch and advised you about the NBN technician schedule. They've raised your request to have the visit to be in the afternoon and be in touch once an update is available.

Should you require further assistance, please let us know.

Kind regards,

BasilDV

[NSW2574]

Hi BasilDV,

Yes, I have been contacted following my last post. Regrettably work commitments limit my ability to attend an AM appointment so hopefully a PM spot will be available in a timely fashion.

Regards,

Eric

[NSW2574 · Accepted solution]

Hi All,

I thought I'd advise on the the outcome of this matter and report a successful conclusion.

I had the NBNCo tech visit. He realigned the antenna and we got an immediate improvement however the testing revealed there was still room for improvment. A second visit a few days later, installing an improved antenna, improved the connection / speed further still to point where I feel satisfied I'd getting what I pay for whlist acknowledging the limits of the technology and region service.

My thanks to Riezl & BasilDV for their assitance in directing my problem to the appropriate team. And in particular I'd like to thank Hector, the NBNCo tech. Hector knew his stuff and was genuinely interested in providing me with the best service possible.

Regards,

Eric