Repeated internet disconnection

[Qianwei]

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.

[Ahra_G]

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. 

Thanks! 

Ahra_G