HFC Modem power cutting out

[bokchoybrendo]

Hi, my HFC modem (Arris CM8200) has been regularly completely cutting out, with no lights displayed on the front. The power often won't turn back on for a long period of time when I unplug and replug in the power cable to try to reset it. I'm not sure if this is a power supply issue, but it is becoming quite frustrating.

What steps should I be taking/who should I contact to deal with this issue?

Thanks,

Brendan

[Ahra_G]

Hi @bokchoybrendo, 

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

The best way for us to check the status of the line is real-time or when you are experiencing the issue. 

You may send your Customer ID or username via private message so we can pull up your account to be able to run some tests. 

To help manage your TPG services on the go, you may download our TPG Mobile App on this link: tpg.com.au/services/tpg-app

Regards,

Ahra_G