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Faulty modem, kept disconnecting

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Level 1
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.
1 REPLY 1
Moderator

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

 

Cheers!