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Losing NBN connection but modem DSL & Internet lights stay lit

Highlighted
Level 2

Every two or three (at most, it seems) days I lose my internet connection.

The DSL & Internet "idiot" lights stay lit on the modem, but I have no internet.

 

I can ping the modem sucessfully from any ethernet or WiFi device (so that rules out it being a "WiFi Issue"), but can't ping anywhere beyond the modem.

 

I have to reboot the modem to restore the connection, end even then it can take from 5 to 10 minutes for the modem to complete it's handshake and "connect" to the NBN/Internet.

 

Please fix this ASAP !

10 REPLIES 10
Highlighted
Moderator

Hi @furrysof 


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

Highlighted
Moderator

Hi @furrysof 

 

I have checked your NBN-FTTN 12/1 service in our NBN portals and all tests are passing.

Your modem has also been up for almost 48hrs now.

 

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 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...
We have also created this article that can guide you on How to Check for NBN Network Outage https://community.tpg.com.au/t5/Broadband-Internet/How-to-Check-for-NBN-Network-Outage/m-p/45557#M17...

 

Regards,
David_M

 

Highlighted
Level 2

David_M

 

Thanks for the response.

 

The dropout "issue" is as I explained affecting both wired & wireless (WiFi) devices.

 

As you noted, my modem has been up for just over 48 hours because that's when I last had to reboot it to restore my internet connection. 

 

I've got an app that's fairly constantly checking my internet conection, and will log if/when/how long I lose internet connectivity.So, I'll be able to add to this post in the not too distant future, I fear....

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Level 2

Not sure if you can check on a 30 second outage ? But I did lose internet for 30 seconds yesterday morning.

 

|-- 12/5/20, 9:03:30 pm -- Outage began Tuesday
|-- 12/5/20, 9:04:00 pm -- Outage ended Tuesday

 

And this time, I did lose the "Internet" light on the modem, but the DSL light stayed on...

 

 

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Level 2

And again, I lost the NBN: But this time the DSL & Internet lights stayed On

 

|-- 00:06:00 -- Duration of this last Outage
|-- 13/5/20, 8:02:26 pm -- Outage began Wednesday
|-- 13/5/20, 8:08:26 pm -- Outage ended Wednesday

 

It was only for 6 (or so) minutes but this is intolerable !

 

Please fix this !

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Level 2

And YET AGAIN

 

Lost the Internet light but the DSL light stayed on

 

Sunday nitght:

8pm ~ 8:03pm

 

Will someone PLEASE FIX THE PROBLEM ?

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Level 2

And still getting drop outs, and thats after TPG scheduled a NBN Tech to visit on the 26th and then cancelled the Tech because they (TPG) claimed the issue was resolved....

 

most of the outages since:

|-- 00:05:30 -- Duration of this last Outage
|-- 21/5/20, 2:11:47 pm -- Outage began Thursday
|-- 21/5/20, 2:17:17 pm -- Outage ended Thursday

 

|-- 00:00:20 -- Duration of this last Outage
|-- 21/5/20, 9:02:47 pm -- Outage began Thursday
|-- 21/5/20, 9:03:07 pm -- Outage ended Thursday

 

|-- 00:00:20 -- Duration of this last Outage
|-- 22/5/20, 9:26:18 pm -- Outage began Friday
|-- 22/5/20, 9:26:38 pm -- Outage ended Friday

 

|-- 01:30:48 -- Duration of this last Outage
|-- 23/5/20, 9:12:55 pm -- Outage began Saturday
|-- 23/5/20, 10:43:43 pm -- Outage ended Saturday

 

|-- 00:00:20 -- Duration of this last Outage
|-- 24/5/20, 9:09:13 pm -- Outage began Sunday
|-- 24/5/20, 9:09:33 pm -- Outage ended Sunday

 

|-- 00:00:20 -- Duration of this last Outage
|-- 24/5/20, 11:20:11 pm -- Outage began Sunday
|-- 24/5/20, 11:20:31 pm -- Outage ended Sunday

 

|-- 00:02:45 -- Duration of this last Outage
|-- 25/5/20, 4:43:16 pm -- Outage began Monday
|-- 25/5/20, 4:46:01 pm -- Outage ended Monday

 

|-- 00:00:27 -- Duration of this last Outage
|-- 27/5/20, 7:54:48 pm -- Outage began Wednesday
|-- 27/5/20, 7:55:15 pm -- Outage ended Wednesday

 

|-- 00:02:00 -- Duration of this last Outage
|-- 27/5/20, 9:08:10 pm -- Outage began Wednesday
|-- 27/5/20, 9:10:10 pm -- Outage ended Wednesday

 

|-- 00:00:?? -- Duration of this last Outage
|-- 29/5/20, 20:22:?? pm -- Outage began Friday
|-- 29/5/20, 20:22:?? pm -- Outage ended Friday

 

|-- 00:00:?? -- Duration of this last Outage
|-- 29/5/20, 20:36:?? pm -- Outage began Friday
|-- 29/5/20, 20:36:?? pm -- Outage ended Friday

 

|-- 00:00:21 -- Duration of this last Outage
|-- 29/5/20, 9:19:18 pm -- Outage began Friday
|-- 29/5/20, 9:19:39 pm -- Outage ended Friday

Highlighted
Level 2

bump ?

Highlighted
Moderator

Hi

 

Let me check your service.

On the other hand, you can lodge a fault by our new app MyTPG avoiding queues and so on.

 

Thanks and I will back shortly