I ran an initial test to the service, the result shows multiple dropouts on the modem/router connection to our network. But the good news there's no line fault that could affect the performance of the service. We'd like to arrange one of our Technicians to contact you for real-time test and investigation.
Please send me your best contact number and preferred time this weekend.
In case you need a reference:
Happens about every 3 hours or so.
Edit: restarting the router seems to fix it... but drop outs are becoming more frequent now.
They did this with the last outage (which went for 2 days)... That was also listed as a planned outage (for 6 hours)... and then TPG said it was not a planned outage but an incident.
Internet is still working here since 12pm. Is yours still down?