Wifi problems

[ocs770]

Hi TPG,
Customer id: XXXXXXX
My wifi keep showing that it's connected but there is no internet connection.
- All lights on wifi router seem working well (include internet light)
- I try reset several times and re-install as well. After re-install it has worked for 30 mins to 1 hour then problem happens again
- That problem happened on almost devices, except 1 computer still can connect to internet.

Could you help me to figure it out? Thanks!

[Anonymous]

Hi @ocs770,

Welcome to TPG Community!

We have located the account using the details you have provided, which we have edited for security purposes.

We have checked the status of your connection and we can see an indication that your connection is dropping out. We are suspecting a possible fault on the line causing the issue and we have escalated this to our Engineering Team for further investigation.

The case engineer will contact you within the day to discuss the progression of the case.

For now, please leave everything connected and on as we need to run additional remote testing.

Let us know via PM should you have a preferred contact number and time. Thank you.

To send a PM, please refer to this link: How do I private message (PM) in the community

[ocs770]

Hi I have got the message from TPG about NBN connection faulty.
We can be available after 3pm , we will be at home.

[Anonymous]

Hi @ocs770, we have received your text message. The case engineer will contact you tomorrow between 3:30PM and 4:30PM QLD time to further discuss the matter.

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