No nbn internet connection

[trinhthao]

Hi TPG,

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?

Regards,

[Anonymous]

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