HG659 Dropping Out

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Level 1c

Hello,

 

I have a HG 659 router and an Arris NBN modem. Since we had this connected (3 months), the HG 659 drops out at least a dozen times a day. I powercycle and the signal is restored. All lights on the modem remain green, but the "internet" and "wan" lights on the router go out when the dropouts happen.

 

It's incredibly frustrating, and I'd love a solution.

13 REPLIES 13
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Moderator

Hi Muzzle,

Have you tried to powercycle the NBN box?.

There is also a possible issue on the service. Could you tried to contact Technical support?

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Level 1c

Hi luisc,

 

I haven't tried powercycling the NBN modem, I will try that.

 

I can't get in touch with technical support, they're always busy. 

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Moderator

Due to Covid-19 We are expecting delays on the reply.

Please check the power adaptor for the modem HG569 must be 12Vdc 2A

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Moderator

I have noticed some users are connecting the TPG HG659 with the old ADSL power adaptor 12VDC 1A!!

The device will run fine for few months or years damaging the modem and creating drops on the service.

The correct power adaptor 12VDC 2A

 

After that, You can tried with at spare modem or loan one. Just ask to TPG technical support for more assistance

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Level 1c

Hi,

 

It is definitely a 2A power supply.

 

Thanks

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Level 1c

This issue got slightly better, but has become even worse over the past few weeks. Now I have to reboot the router several times a day. I regularly have some devices that are connected to the router but have no internet, while other devices also connected via the same access point do have internet. TPG support is impossible to contact. As I'm not getting what I'm paying for, can I cancel my contract?

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Level 1c

Hello, the issue is still occurring. Can I please get a call from tech support to organise a replacement router?

Thanks

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Moderator

Hi @muzzle ,

Sorry for the the inconvenience,

We will escalete this issue, pls wait for our team to contact you,

Regards,

Sajal

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Level 1c

Hi @sajalm 

 

A week later and still nobody has contacted me. Can you please ask someone to get in touch urgently? 

 

Thanks