Thanks for raising this with us.
We understand that you've been in touch with our Tech team and the case has been raised to our Engineering team for further investigation. An NBN technician might be requested to further check if the issue is with the modem or within the NBN network.
An assigned Engineer will be in touch with you via SMS or phone call within 24 to 48 hours as soon as it becomes available.
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.
Some outages/maintenance are posted on the NBN Outage page specially if there are multiple services that are affected; whilst some are isolated or just an individual case.
Recent update showed that an appointment is booked tomorrow, 05 January 2021 between 8AM - 12PM. Please confirm your attendance by replying to the SMS sent by our Engineering Team.