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Repeated NBN disconnections

Level 2

I am on an unlimited NBN plan but have been disconnected twice in as many days with no notice and no outages in my area, each for over an hour at a time.
Two weeks ago I was cut off from an online job interview, again with no reported outages in my area. You can imagine how well that went down, but even though I had no recourse, I would be substantially less upset if it were a singular rare occurrence.

Why is your connection recently so scrappy? It feels like you've got deep potholes in the road that should have been addressed months ago, and wouldn't be a problem if they had. Is it a TPG issue or a predictable failure of the NBN infrastructure? And if the latter, why this past month - with no warning?

- Distraught and perjoratively invective


Hi @JAyerson ,


There are different types of dropouts that you may experience:


1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.


2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.


3. Dropouts caused by ongoing outage in your area. 


In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:


• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it


For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.


To send a PM, please refer to this link: How do I private message (PM) in the community