Internet active but not loading content

[ianaust]

Hi There, 

I'm having an issue with my home NBN internet which has been happening for a couple of weeks now. The internet is dropping out intermittently, coming back and then dropping out shortly after. Where some sites will load but then others won't and it says that I don't have an active internet connection. 

I've been reading through the form to see if there might have been anything that might be causing it. Specifically these threads:

https://community.tpg.com.au/t5/Broadband-Internet/Archer-VR1600v-v2-keeps-dropping-connection/td-p/...

https://community.tpg.com.au/t5/Broadband-Internet/Archer-VR1600v-internet-connection-dropping-out/t...

The details of what the people are talking to are the same as what i am experiencing. I have a number of devices that are connected via WiFi but my desktop computer is connected by ethernet. It appears to be the one that is having the most trouble.

I was in the setup of the modem between Christmas and New Years when I noticed it happening more frequently, and saw that in the log files for the connection there were numerous times that the internet was dropping out. 

From what I can tell, there are no service interruptions in my area on either the TPG service status website or on the NBN service status site. 

I would perhaps look at getting a third party modem but my service uses VoIP for home phone and I know I need to have the TPG Firmware installed on the modem for that to work correctly. 

My account number with TPG is xxxxxxx, please let me know whom i should message privately to confirm my address. I suspect that there is a fault in the modem and happy for a new one to be sent. 

[Riezl]

Hi @ianaust, we can see that you have been in touch with one of our technical specialists who requested for a modem replacement to help get to the bottom of this issue. 

Our Technical Team is monitoring this and will contact you once an update regarding the modem delivery is received. Let us know should you have further queries. Thank you.

[ianaust]

Hi Riezl, 

I wanted to follow up with regards to the replacement modem, the customer service rep that I spoke with said that the replacement modem would be sent out and should arrive in 3 business days. I've not had anyone contact me, or not seen a replacement modem come through and it's as of today been 10 business days. 

I understand that I'm not in a metro area and I would have been surprised if the new modem was only going to take 3 business days to arrive, but 10 seems a little abserd? Can someone please come back to me when a modem will be delivered? I'm still having significant portions of the day when I can't get internet access or use my home phone service as a result.

Thanks,

[Riezl]

Hi @ianaust, may we know if you have received any SMS with the consignment number?

[ianaust]

Hi Reizl, 

No, i've not received any communication - SMS or Email or Call - regarding a consignment number. 

Thanks, 

[Anonymous]

Hi @ianaust,

We apologise for delayed response, I chased this with from our Logistics Team and we've seen that the replacement has been declined due to the modem is out of warranty, but we can make a new modem/router request in your behalf but in exchange of additional 6 months contract + $10.00 shipping fee instead of paying the full amount of $95.99.

Let me know if you wish to proceed.

Regards,

Hi Reizl, 

No, i've not received any communication - SMS or Email or Call - regarding a consignment number. 

Thanks, 

[ianaust]

Hi Shane,

I’m not overly happy with that as a response. When I spoke with the customer service representative on the phone she explicitly said that the modem was under warranty and that she had dispatched a replacement and all I needed to do was return the one that was faulty - now after no communication, 10 business days later you’re telling me that it was declined because oops it’s not in warranty and you just cancelled it without even letting me know?

I could accept that the cost of the modem is $100 if I was told two weeks ago this was the case. I can semi stomach this now, but that I also have to be under contract for another 6 months on top of this? Yes, I was on the nbn25 plan, but if you look at my account you will see that I think the Saturday after my discussion with the customer service agent that I actually upgraded my plan to the nbn100 plan. Is that not enough of a sign I’m willing to stay/am invested in TPG? Or should I take my business elsewhere?

Thanks,

[Anonymous]

Hi @ianaust,

I will not make any request for the modem/router instead, I'll have the Technical Team you spoke with last week to clarify this information and to avoid confusion. Expect them to contact you.

Regards,

Hi Shane,

I’m not overly happy with that as a response. When I spoke with the customer service representative on the phone she explicitly said that the modem was under warranty and that she had dispatched a replacement and all I needed to do was return the one that was faulty - now after no communication, 10 business days later you’re telling me that it was declined because oops it’s not in warranty and you just cancelled it without even letting me know?

I could accept that the cost of the modem is $100 if I was told two weeks ago this was the case. I can semi stomach this now, but that I also have to be under contract for another 6 months on top of this? Yes, I was on the nbn25 plan, but if you look at my account you will see that I think the Saturday after my discussion with the customer service agent that I actually upgraded my plan to the nbn100 plan. Is that not enough of a sign I’m willing to stay/am invested in TPG? Or should I take my business elsewhere?

Thanks,

[ianaust]

Hi there,

I have received a new modem and have plugged it in as per the instructions from provided, in the below configuration.

I have the internet working fine, but the phone is no longer working with the replacement modem. 

There is no dial tone and when the cable is plugged into the back of the modem in the phone1 port there is no light showing on the front of the device. 

When i plug the old modem in, the light appears and there is no issue. 

What do i need to do to get the phone working?

[Anonymous]

Hi @ianaust,

Thanks for raising this to us, we'll raise this to our Technician Team to check the status of the VoIP service. Please confirm your best contact number and preferred time tomorrow.

Regards,

Hi there,

I have received a new modem and have plugged it in as per the instructions from provided, in the below configuration.

I have the internet working fine, but the phone is no longer working with the replacement modem. 

There is no dial tone and when the cable is plugged into the back of the modem in the phone1 port there is no light showing on the front of the device. 

When i plug the old modem in, the light appears and there is no issue. 

What do i need to do to get the phone working?