Faulty modem, kept disconnecting

[chuaelaine]

Hi, I have been using the TPG provided modem since I signed up. It was good at the beginning however, over the years, it starts to get disconnected on its own and now I have to restart it every day as it just wouldn't stay connected the whole day.
I will be changing my NBN plan to a higher speed plan however is there a chance that I can get a replacement modem at no cost?
Thanks.

[Shane]

Hi @chuaelaine,

There are different caused 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 did an article that you may find helpful see links below.

• Easy Steps to Improve Wi-Fi Connection In Your Home
• Wireless Channel on your modem - what is it and why should I change it?

We have created this article that can guide you on How to Check for NBN Network Outage

Cheers!