To confirm if there's any packet loss from your connection, you may run a continuous ping and tracert test via Wired connection for more accurate result.
I. CONTINUOUS PING:
To conduct a continuous ping, ensure that none of your other PCs are doing internet activity.
Open up the command prompt of one of your PCs.
Then kindly conduct ping tests to the following:
Modem Gateway (depending on the make&model of the modem, example: 192.168.1.1)
Command: ping 192.168.1.1 -n 1000
TPG website: tpg.com.au
Command: ping tpg.com.au -n 1000
Wait for the test to finish and for the PING STATISTICS, found at the end, to show up.
To conduct a trace route,
On your command prompt, type "tracert <URL of website>".
Command: tracert tpg.com.au
We've noticed that you've run the test via a WiFi connection, which is prone to signal interference. Please share the test result, via Wired to take out the possibility of signal interruption.
We also understand that the case is now handled by our Customer Relations team and your case manager will be in touch with you for further updates once available.
Got a new router and so far it seems to have solved the packet loss problem. Fingers crossed. But I still find it difficult to accept that tests on site by the TPG technician showed no packet loss and we gave him our test results which he could not reproduce on his laptop. Nevertheless a new router is sent and the packet loss is not occurring now. 5 days of solid testing will show. I'll keep everyone informed. But being told everything is fine and that TPG technician tests which are said to be fine when clearly there was a problem with the hardware just isn't confidence building. I'll regard the issue as solved if all goes well over next few days.