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Do I need a new modem when upgrading my plan?

Matthewu
Level 2

Hello,

 

I've recently upgraded by TPG NBN 50mbps plan to NBN Home Superfast 200mbps and I've noticed that the internet drops out for 10-15 seconds frequently.

 

I'm unable to stream of do anything as devices constantly drop off the internet. My connection to the modem never drops out.

 

Was I meant to recieve a new modem with my upgrade?

1 REPLY 1
Shane
Moderator

Hi @Matthewu,

 

Welcome to the community!

 

Thanks for bringing this to our attention.

 

There are different types of dropouts that you may experience:

 

1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.

 

2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.

 

3. Dropouts caused by ongoing outage in your area. 

 

In the event that you experience dropouts via Wireless/Wi-Fi connection, we recommend having a read on the following articles:

 

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

 

If you need further assistance, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

 

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

 

 

Hello,

 

I've recently upgraded by TPG NBN 50mbps plan to NBN Home Superfast 200mbps and I've noticed that the internet drops out for 10-15 seconds frequently.

 

I'm unable to stream of do anything as devices constantly drop off the internet. My connection to the modem never drops out.

 

Was I meant to recieve a new modem with my upgrade?