No internet

Level 2
Hi there,
My internet is down in Kingsbury, melbourne north area. Is anyone else is experiencing the same issue?


Hi @anmolkapoor 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.



Hi @anmolkapoor 


I have tested your ADSL2+ service in our systems and it is passing at 7.5meg sync. Line tests are ok.


There have been a few droputs over the weekend. You may need to troubleshoot your setup inside your home.


1) Check the quality of your telephone line.
ADSL is very sensitive to any noise on a telephone line, and if there is any such interference it can cause the type of problem you are experiencing.
- Connect a telephone handset to your line and make a test phone call.
- Ensure that the line is clear of any noise or crackling.

2) Isolate the line and replace the cable.
- Remove all telephone devices, including handsets, fax machines, filters, double adaptors, and extension cables.
- Plug the modem directly into a wall socket on a new, short telephone cable.

Phone cables quite commonly develop faults which can impair your modem's ability to connect properly. Additionally, phone extension cables weaken the ADSL signal on the line and cables longer than 3 metres can significantly degrade connection quality. If you have additional devices on the line, the fastest way to eliminate them as the cause of your dropouts is to remove them from the line. This is called an isolation test and will need to be done for an extended period of time (~8 hours or so). If you require phone services during the day this test can be completed overnight. Please note the start and end times of your isolation test so we can compare your results with our connection logs.

3) Test an alternate wall socket.
If you are still experiencing dropouts whilst the service is isolated, please try the modem on another telephone wall socket if possible. The first socket in your premises (usually the one closest to the street) is the best option. Be aware that if there are any damaged cables or connectors within your premises (wiring internal to building) this will also cause problems with your ADSL service.
- If you have multiple wall sockets at your premises, try the modem on an alternate socket.
- Keep the line isolated whilst testing.
If your connection is more stable on a different socket, it might suggest you have a faulty wall socket in your premises or a fault with internal wiring.