Internet dropout everyday

[bferguson1]

Everyday between the hours of 4:30pm and 5:30pm my internet drops out. I'm unable to reconnect, sometimes for up to 30mins.

I want to know what is causing this?

[David_M]

Hi @bferguson1 

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 @bferguson1 

I have checked your NBN-HFC service on our systems and all tests are passing.

A 12/1 plan with heavy household usage can appear slow at times because the 1meg upload speed becomes a bottleneck.
For heavy usages, a 50/20 plan will provide much more reliable speeds to heavy usage situations.

Here is a doc to help TS speed issues.
https://community.tpg.com.au/t5/Featured-Articles/Slow-speed-issue/ba-p/1197

Kind Regards,
David_M

[bferguson1]

Hi David,

How would you define "heavy use"?

It is now not just limited to the afternoon dropouts, it is happening all day. 

And i'm not talking about slow internet, i'm talking about NO internet. Dropped out, cannot  connect. Computer restarts, modem restarts, multiple times per day. It's inefficient and it's unacceptable.

[David_M]

Hi @bferguson1 

UPLOAD speed on base plans becomes a bottleneck when even a small amount of users are using the service. 1meg uploads slows everything down as everyone SENDS page requests, gaming, streaming requests.

Im not saying this is your issue, but thats why in this digital age of heavy usage, a 12/1 plan can grind slow very quickly.

I will re check your service.

thanks,

[bferguson1]

First thing in the morning, couldn’t access the internet. Unacceptable!

[bferguson1]

This is what one user had to say about your app. So i think i’ll pass on that particular avenue.
I want to know what is being done about my service. I don’t accept the response insinuating my plan is too slow. If that is the case, you are admitting your service is inadequate for even the most basic internet users. And i would therefore request a refund on my monthly fee this month.
I will continue to share screenshots of being unable to access the internet each day until i receive a satisfactory response.