Regular NBN Dropouts

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Level 1b

I am having regular (2-3 times a day that I know of) of our NBN service.

 

Speed whe working is also often slower than I'd expect. On a 50 plan and getting 33 Mbps down.

 

Thanks

9 REPLIES 9
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Moderator

Hi @dlamoureux 

 

Welcome to TPG Community!

 

We were able to locate your account using your community details and tested the line.

 

We've noticed that the connection is currently stable, but based on the logs, there were dropouts.

 

We'd like to further test the connection with the help of our Technical support team in order to identify if there's any issues within the NBN network.

 

We'll arrange a call from them using the number that we have on file. If you recently changed your contact number, please let me know via PM.

 

How do I private message (PM) in the community

 

BasilDV

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Level 1b
Hi
I have done a full hard reset of the router as suggested but am continuing to get regular drop outs every day. Usually at least 2-3 times per day that I am aware of.

Any thoughts?

Thanks
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Moderator

Hi @dlamoureux, we'd like to arrange one of our senior technical specialists to contact you for assistance. Please PM us your best contact number and most convenient time to receive a call for troubleshooting.

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Moderator

Hi @dlamoureux, we'd like to make a follow up regarding your contact details. We'll wait for your PM.

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Moderator

Thanks for providing your contact details via PM, @dlamoureux. We have arrange one of our senior technical specialists to contact you between 7:30PM and 8PM Victoria time tonight.

 

Let us know if we can be of further assistance.

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Moderator

Hi @dlamoureux

 

We understand that our Tech team has been in touch and the case has been escalated to our Engineering team for further investigation.

 

Further updates will be given within 24 to 48 hours as soon as it becomes available.

 

In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.

 

BasilDV

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Level 1b
Good morning
Your team have been in touch. They say they have tweaked some stuff and they believe our connection is now stable and they have closed the ticket.

However, our internet went down last might for a good ten minutes and is currently down and has been for another 10-15 minutes. Could you please continue to investigat
Thanks

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Moderator

Thanks for getting back to us, @dlamoureux. We will chase this with our Team and request to re-investigate the previously escalated ticket.

 

Cheers!

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Moderator

Hi @dlamoureux,

 

We've seen that you have been in contact with one of our Engineers and advised the the previous fault has been re-opened. At the moment the issue with the service is under investigation. Updates will be provided when it becomes available via SMS or Phone call.

 

cheers!