Welcome to TPG Community!
We were able to locate your account using your community details and have run some test.
There's a possible fault within the NBN network that causes the issue. We'd made some adjustment on the connection and have escalated the case with our Engineering team for further investigation.
They'll be in touch with you via SMS or phone call within 24 to 48 hours using the number registered on the account.
Should you require further assistance, please let us know.