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NBN dropouts multiple times a day!

gizmorusso
Level 2
Hi my internet connection drops out several times a day, sometimes every few mins. There is no planned outages through tpg or NBN co as I check all the time. Resetting Arris and tplink sometimes brings it back for a few mins to an hour. Need someone to check what is going on!
7 REPLIES 7
JayeshP9
Moderator

Welcome to TPG Community,

You can private message to me your customer ID, username, service address or mobile number so i can check status here.

regards

JayeshP9

JayeshP9
Moderator

Hi,

I have create ticket for our engineering team, reference # 59497875, We will  also send you update as well.

regards

JayeshP9.

gizmorusso
Level 2
I have a message from tpg saying my service is ok and ticket is closed. My internet has been down 8 times in the last 2 hours it is not fixed!
gizmorusso
Level 2
After a week there is no response from tpg! Still dropping out everyday! Here is a detailed report from the last hour:

13:45 internet lost all lights green on Arris
13:47 internet returned after modem reset
13:48 internet lost again
13:49 internet returned
14:02 no internet
14:13 internet returned
14:19 internet down again
14:20 internet back
14:24 internet lost
14:28 still down!

Someone look into this properly it is a major issue on your end!
gizmorusso
Level 2

As of today here is an itemised list of outages from my tpg nbn service which is still having dropouts!

No one is listening.... this list is only a few of the many examples when I have been home and using my pc.

 

12.4.20:

15:42 internet out (all lights on arris green) checked NBN Co and no outage.
15:50 Internet returned (All lights green on arris).
15:59 lost Internet (Arris upstream light flasing green no online light)
16:03 Internet back (Arris all lights green)
16:20 Internet down (all lights on green)
16:21 Internet back (Arris all lights green)
16:24 Internet down (Arris all lights on green)

 

13.4.20:

14:39 internet lost (all lights on arris green)

 

20.4.20:

13:45 internet lost (all lights on arris green)
13:47 internet returned after modem reset
13:48 internet lost again (all lights on arris green)
13:49 internet returned
14:02 no internet
14:13 internet returned
14:19 internet down again!(all lights on arris green)
14:20 internet back
14:24 internet down (all lights on arris green)
14:33 upstream flashing green internet still down
14:34 internet returned all lights green

 

18.5.20:

4 dropouts for the last hour.
13:20 internet out all lights on (internet stays off after reset)

13:30 internet back.
13:50 internet out.
13:56 internet back.

 

23.6.20:

10:30: lost internet
10:35 internet back
11:15 lost internet (reset modem router, did not solve, all lights on green)
11:22 internet back
11:47 internet lost
15:26 internet back

 

25.6.20:

11:20 lost internet (all lights on arris green)
11:29 internet back after router reset (No maintenance NBN CO)

 

 

 

 

 

gizmorusso
Level 2

Also just now:

 

11:44 lost internet (all lights on arris green) (internet light out)
11:45 internet returned
11:46 internet lost again
11:51 internet back after modem and router reset

Riezl
Moderator

Hi @gizmorusso, we have escalated the issue to our Engineering Team and a case engineer will contact you to discuss the progression of the case.

 

If there's a need for us to send a technician to fix the issue, you will be advised through SMS or phone call. Kindly await further updates within the day.