Internet constantly dropping out

[henryandme1978]

I've recently joined TPG with FTTB but I am not getting the promised minimum speeds of 90 mpbs during peak 7pm - 11pm, in fact I am experiencing constant drop outs in service when watching Netflix or Apple TV. I am also unable to connect to Netflix in our bedroom as it just keeps buffering! This is very frustrating and annoying as they guaranteed a good service.

[Riezl]

Hi @henryandme1978 ,

Welcome to TPG Community!

We have located the account using your community details. We have checked the status of your service and we are not detecting any fault on the line or network at the moment.

In fact, your connection looks stable for 2 days now.

If the issue persists, please let us know so we can further look into this. Thank you.

[henryandme1978]

I replied to this yesterday, but cannot see my reply, so I am assuming it went directly to you? 

- Sunday internet disconnected for over 3 hours and could not get through to technical support

- Internet modem light not on when this happened

- Monday morning no internet again in early morning

Have not received any reply.

This morning at 8am the speed is slow at only 26.8 download on WiFi. Photos and videos on Ipad taking forever to load! 

Please fix these disconnection and slow issues! 

[Riezl]

Hi @henryandme1978, thanks for getting back to us.

We have checked the service and it shows connected for more than a day now.

However, we'd like to identify what is causing the disruption and the speed issue.

We'd like to arrange a technical specialist to contact you for assistance. Can you PM us your best contact number and most convenient time to receive a call?

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

[Riezl]

Thanks for providing the contact details via PM, @henryandme1978.

We have arranged a technical specialist to contact you between 12:30PM and 1:30PM QLD time today for assistance.

Should you have further queries, please let us know. Thank you.