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TPG's NBN FTTN Connection Dropping Out

Level 3

Why does TPG's NBN FTTN connection keep dropping out in my area (Greenvale, VIC 3059)?

Over the last two weeks this has been happening almost daily at different times of the day and night. It has happened at least twice today already. Each outage is for approximately 15 to 20 minutes.

The Internet light on the modem/router goes blank and the DSL light flashes then goes blank too.

I've followed TPG's web published troubleshooting instructions and nothing works. And on each occasion I have checked both TPG's and NBN's service issues/outages web pages and there are no issues/outages reported for my area.

I've turned off the modem/router, waited, then turned it back on. Sometimes the connection will resume after 5 minutes, sometimes it takes 15 - 20 minutes. I've also tried just leaving the modem/router on and waiting for the connection to resume, this also has taken 15 - 20 minutes for the connection to resume.

These drop outs appear to be due to a lack of bandwidth signal strength.

What can TPG do to fix this?

9 REPLIES 9
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Level 3

Further to above; the connection has dropped out a further twice in the last two hours.

This has become a very frustrating and unreliable service.

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Level 2
I literally have the same issue! It’s frustrating especially during this period when we have to work/ study from home.
My address is Caulfield East, 3145
When will TPG come to fix it?
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Moderator

Hi All,

 

My apologies if you are not able to reach our support people.

The steps I could suggest to you do it.

 - Have you tried to check if the service is on outage?

         https://www.nbnco.com.au/support/network-status

 - Power cycle both devices NBN (leave it for at least 5 min in order to clear NBN status) and TPG modem (in HFC, FTTC and FTTN)

 - Please confirm the led status on the devices.

Thanks

 

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Level 3

Hi Luisc,

 

Your suggestions indicates you have not read my post.

Please read my post, investigate at your end why there is poor service in my area, and please take the necessary action to rectify why this is happening.

 

Thank you.

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Moderator

Hi@Dons2000 

 

Welcome to TPG Community! Please PM me your TPG username, CID or mobile phone number so I can look at your service.

kind regards

 

 

 

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Moderator

@Dons2000 

 

looking at your account now 

Thanks

Rajen 

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Moderator

Hi @Dons2000 

 

Hi @Dons2000

    

you connection looks excellent

 

IP: 203.*********
CallerID: AVC00******498
20min avg. speed: download 66Kbits/s, upload 1240Kbits/s
Connected at: 2020-04-04 01:53:48
Connected for: 2weeks 3d 14h 46m

 

it seems like you are experiencing wifi and possible bandwidth sharing,
all I can see your speed is a little lower than our standard.
I am escalating to our engineering team further investigation and resolutions
please check your PM for the Ticket number

Thanks
Rajen

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Level 1c

The exact same thing is happening to me too.

 

Internet LED stops flashing. Halfway through submitting this reply post, I got disconnected AGAIN and I am now relying on my 4G hotspot to post this message.

 

Moderators/support team, what is going on?

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Level 2

I'm also in the greenvale area experiencing the EXACT same issue.

On hold with chat at the moment to see what the issue is.

Ive already done all the relevant checks. 

 

Hope your problem is resolved soon.