Modem not stable

[jerry6030]

Dear TPG Team,

My modem is three years old and recently it's been very unstable. I had to reboot after a few days otherwise I couldn't connect to internet.

Can I request to get a new modem please ? Last time it was the same situation and I got a new modem and problem solved.

thanks 

Jerry

[BasilDV]

Hi @jerry6030

We checked the account and learned that the modem/router is out of warranty.

Also, we need to perform some troubleshooting to confirm if the device is faulty.

When you experience the dropouts, did you notice any changes with the light status of the modem/router?

What troubleshooting have you done so far?

BasilDV

[jerry6030]

Last week when the internet dropped, lights all look normal. Tried a reboot through router admin portal it didn't work at first time. I had to cut the power restarted then it worked.

The same happened today again.

if you could arrange a new router to me that would be great. I'm happy to be with TPG for a 6 months fixed contract if that's the cost to get a new router.

thanks 

Jerry

[BasilDV]

Hi @jerry6030

When did you start experiencing the issue? Have you tried to factory reset the modem/router first?

BasilDV

[jerry6030]

From last week. Tried factory reset and still happens. By the way 5G wifi is not stable as before as well.

[BasilDV]

This is noted @jerry6030.

We'll forward your request and see what we can arrange for you.

The updates will be provided once available.

BasilDV