FTTB keeps dropping out - cant get in contact with support

[timtham80]

My FTTB connection keeps dropping out, continuously, which is greatly affecting my work as I am on conference calls for the majority of the day.

TPG support chat does not work, I can't call anyone, I can't chat to anyone, this is my last attempt before I raise a complaint with the TCO.

Moderators - please contact me immediately.

[David_M]

Hi @timtham80 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[David_M]

Hi @timtham80 

I have  checked your TPG_FTTB(VDSL) service on our systems and all test are passing.

Your modem is trained up at the full 100/40.

It shows you are also using our latest 1600v modem.

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.
• Troubleshooting a Slow Internet Connection https://community.tpg.com.au/t5/Featured-Articles/Slow-speed-issue/ba-p/1197
• Easy Steps to Improve Wi-Fi Connection In Your Home https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...
• Wireless Channel on your modem - what is it and why should I change it https://community.tpg.com.au/t5/Modems-and-Devices/Wireless-Channel-on-your-modem-what-is-it-and-why...

Regards,
David_M

[timtham80]

Hi David this is definitely a problem and if it's a line issue can you please have a technician sent to test the line.

It is intermittent but incredibly frustrating as I have had calls with clients drop out halfway, and have resorted to tether from my mobile in order to have a stable connection.