Frequent Disconnects for a long time

Level 2



My FTTB connection has had frequent disconnects/dropouts for many months now. Everytime my browser redirects me to the Huawei Gateway page where I have to login with the admin details again. (Then it takes about 2-3 minutes to reconnect or not at all). At first it was only happening occasionally, maybe once a week but now it happens up to multiple times in the same day. I've tried doing a factory reset on the modem multiple times. This fixes it temporarily but the problem keeps coming back a few days later. 


Hi @rchen112 ,


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

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it


For us to further assist you, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.


To send a PM, please refer to this link: How do I private message (PM) in the community