Faulty Modem

[ianparke]

Hi guys, 

My modem keeps dropping our 5g service and when checking in the app it says everything is connected and working, how do I lodge a request to return a modem or get a replacement?

[Ahra_G]

Hi @ianparke, 

There are many factors that can affect your connection: 

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. 

Let us have your TPG account details via private message so we can check your service.

Thanks! 

Ahra_G

[ianparke]

Yeah its a really old modem, we are happy to just pay for a replacement please.

[Ahra_G]

Sure, we can also do that, ianparke.

It's also best if we can check your service at the same time. We'll wait for your details via PM.

Thanks! 

Ahra_G