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Repeated internet disconnection

Level 2
Hi my internet and phone service has been disconnecting a few times in the last week or so. Mostly around 8-9pm. I checked and there is no planned tpg or nbn outage. Have restarted the modem when disconnected but doesn't help.

Hi @Qianwei,


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



If you are still experiencing issues, let us have your Customer ID or username via private message so we can assist you further.