NBN drops outs

[Vinhdang]

Not having any luck connecting to the internet through my nbn. Can someone help. My nbn has been dropping out occasionally over the past few weeks.

[Will]

Hi @Vinhdang

Welcome to the Community!

Thanks for raising this with us. Using your community details, I was able to pull up your account and check your connection status.

Based on diagnostic tests I have performed, I can say that we're not detecting any line fault that will affection your connection. In addition, your modem has been connected to our server for 18 hours. For the past week, I'm only seeing 3 dropouts wherein 2 of which is on the 25th and 1 dropout for the 26th. However, if you performed any reboots during those days, that could be the reason for those dropouts I have found.

In order to find out what's really causing the issue you're having, can you provide us the following details:

1. The status of the lights on the modem when your connection drops.
2. Are you simply using a WIFI connection or do you have a computer/laptop connected hardwired to the modem?
3. Are you experiencing the dropouts on hardwired connection?
4. Are the dropouts time-specific?

We look forward to your response.

Regards,