Hi @fruz
Do you know what type of NBN connection you have as that will help determine what type of issue is most likely causing the drop-outs?
The types are:
- Fibre to the Premises: Will have a white NBN device that you connect your router to. The white NBN device will be labelled Network Termination Device (NTD) and has an optical light on it
- Hybrid Fibre Coax (HFC): You will have a black NBN cable modem that you connect your router to
- Fibre to the Node (FTTN) / Fibre to the Basement (FTTB): Your modem connects to a telephone socket. There is no NBN box in the house
When the problem happens, check the following for FTTP / HFC:
- If Optical light is red (FTTP) or online light is red (HFC) there is an issue between your house and the NBN. Report to TPG via the moderators here
- If Optical light (FTTP) or online light (HFC) stays Green but Internet Light on your TPG router goes out then you have an authentication issue. Try factory resetting your TPG router and see if that helps. If not contact the moderators here
- If Optical (FTTP) or online light (HFC) and Internet lights stay green then the issue is likely between your device and the router. The most common cause is a wireless issue (if using wireless) or a device issue (if using Ethernet)
Check the following for FTTN / FTTB:
- If WAN (HG 659) or DSL (TP Link) light is red or flashing then there is an issue between your house and the NBN. Make sure there is nothing else plugged into any phone sockets in your house then report this to TPG via the moderators here
- If WAN (HG 659) or DSL (TP Link) light stays green but the Internet Light on your TPG router goes out then you have an authentication issue. Try factory resetting your TPG router and see if that helps. If not contact the moderators here
- If WAN (HG 659) or DSL (TP Link) light stays green and Internet lights stay green then the issue is likely between your device and the router. The most common cause is a wireless issue (if using wireless) or a device issue (if using Ethernet)
Other things to watch out for are:
Bandwidth Control / Trafic Shaping: If using a third party router make sure you enable bandwidth control (sometimes called traffic shaping) on your router so that you do not upload faster than the speed of your plan. If you upload more than the plan speed this can cause your connection to drop as NBN will start discarding information you send across the connection. There is a guide for how to do this for Netgears at:
https://kb.netgear.com/24266/How-to-enable-Quality-of-Service-QoS-on-routers-with-NETGEAR-genie
Look for the settings called Turn Bandwidth Control On and Uplink Bandwidth. Set it to:
- 950kbps for 12mbps plans
- 4950kbps for 25mbps plans
- 19500kbps for 50mbps plans
- 39500kbps for 100mbps plans
Random Programs Uploading: Most commonly iCloud drive, dropbox, bit-torrent, one drive. Any of these can cause the connection to feel slow especially on the 12mbps plan. If you turn them off and it works better then you have found the problem
Wrong Plan: If you are on the 12mbps plan keep an eye out for how many people are using the connection at once. If you have two or more people trying to stream video at the same time then the connection may feel slow or the video could buffer. I have three people sharing the house with me and when they are all on Netflix its a nightmare on 12mbps
