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No nbn internet connection

Level 2

I have just update my plan from nbn 50 to nbn 200 on 27/8/2021. The internet connection was smooth before the upgrade. However, it getting unstable (on and off every few mins) when the new plan is applying.

Now, I have no internet at all. This has been going on for about 4 hours now. I have checked the NBN box and the power and downstream lights are on. The upstream light is blinking. The online light is off.

I have tried turning both the modem and router off for a few minutes. Reseeded all the cables. No luck at all.

Can you please help me to check the connection from your end?


Hi @trinhthao ,


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


If you need further assistance, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.


To send a PM, please refer to this link: How do I private message (PM) in the community