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TPG NBN dropouts

Level 2
Has anyone else been experiencing drop outs?

My connection is fairly new. Less than 2 months in fact, my internet drops out almost every other day, for a solid hour or two. I phoned in support to understand whats happening, they couldn't explain.

They told me nbn technicians "fixed it remotely". What ever fix they made dont seem permanent as it continues to drop out today.

Its frustrating. Especially if the nature of your work relies on constant onternet connection like i do.

Looking forward to any kind of help or advise.
15 REPLIES 15
Moderator

Hi @Jaym,

 

Welcome to TPG Community!

 

We have located the account using your community details and we can see that you have been in touch with one of our technical specialists who escalated the issue to our Engineering Team.

 

Our system shows that your connection is completely down at the moment and we have already made a follow up with our Engineering Team.

 

We have advised the case engineer to contact you within the day to discuss the progression of the case.

 

Let us know should you have further queries. Thank you.

Level 2

I experienced the same since yesterday. No internet for the entire night and today. Reported to TPG via online form yesterday. Called them twice today, let my tel number in 3 hours and 10 mins ago. No call back or reply. I dialled the nbn phone from my office. It says number not in service. What is going on?? Can TPG please response. And action on it asap.

Level 2

Same story here, churned over to NBN 3 weeks ago, on the guarantee from Sales dept of a faster & more reliable connection... Pfft!

 

Wish i stayed on ADSL2+, never had an issue in 10 years.. I have already opened 3 tickets with no resolution, they say its been stable for x hrs then close the ticket... They're now sending me a new Modem although i doubt it will fix the issue, & get this, they asked me to pay the return shipping on the old modem..!!! I was flabergasted & refused to pay shipping for a defective item, they then said they would waive the cost & rightly so..

 

From a quick search/read on Whirlpool forums, a couple users had the same issues & the problem wasnt solved until the NBN unit was replaced. When mine was being installed the first unit failed 'out-of-the-box', the guy then went to his van & grabbed another, which worked.. Obviously it's crap equipment they're using... I have an FTTC connection btw...

Moderator

Hi @burner, we have replied to your post located here:

https://community.tpg.com.au/t5/Modems-and-Devices/New-NBN-connection-TP-link-Archer-VR1600v-v2-rand...

 

We have escalated the concern to our Complaints Resolution Team and they have been in touch via email.

 

Let us know if we can be of any assistance. Thank you.

Highlighted
Moderator

Apologies for the trouble this is causing you and for the lack of contact, @rachellsy10.

 

We have replied to your initial post located here:

https://community.tpg.com.au/t5/Broadband-Internet/NBN-Service-Code/m-p/34642#M13094


We can see that your concern has been escalated to our Provisioning Team. We have made a follow up and we'll make sure that a case manager will contact you within the day to further discuss the matter.

 

Should you have a preferred contact number and time, please send it via PM.

 

We'll also monitor this and will provide further updates on your initial post. Thank you.

Moderator

Hi @Jaym, we can see that the case engineer tried to contact you, but to no avail.

 

As per checking, the issue has been lodged to NBN Co. and an NBN technician has been booked for Monday, 15 July 2019, 8:00 AM - 12:00 PM to investigate further.

 

Our Engineering Team is closely monitoring this case and will contact you via SMS or a phone as soon as a new update becomes available.

 

Should you have further queries, please let us know. Thank you.

Level 2

Thanks, i missed the call last night, it was quite a bit late.

 

Do we have updates on this? i'm still getting disconnections.

Level 2

@burner wrote:

Same story here, churned over to NBN 3 weeks ago, on the guarantee from Sales dept of a faster & more reliable connection... Pfft!

 

Wish i stayed on ADSL2+, never had an issue in 10 years.. I have already opened 3 tickets with no resolution, they say its been stable for x hrs then close the ticket... They're now sending me a new Modem although i doubt it will fix the issue, & get this, they asked me to pay the return shipping on the old modem..!!! I was flabergasted & refused to pay shipping for a defective item, they then said they would waive the cost & rightly so..

 

From a quick search/read on Whirlpool forums, a couple users had the same issues & the problem wasnt solved until the NBN unit was replaced. When mine was being installed the first unit failed 'out-of-the-box', the guy then went to his van & grabbed another, which worked.. Obviously it's crap equipment they're using... I have an FTTC connection btw...



Yeah, my ADSL2+ was steady as a rock. i wish i stayed. this NBN is fast but hell of a mess right now.

Moderator

Hi @Jaym, an NBN technician has been booked as mentioned above to further investigate the issue.

 

The case engineer will contact you as soon as the final report is received from the said technician.