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Faulty modem, kept disconnecting

Level 2
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?

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.


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