TPG Community

Schtevo66 · ‎17-09-2021

Over a week later and I'm still having the same issue, I think I now have multiple tickets open after calling many times, nothing gets done. It's dropped out 5 times in the last hour, I'm well over it. This needs to be fixed, or it's time for me to find another provider.

Schtevo66 · ‎07-09-2021

This problem recurrs every 6 months or so if you look at my past issues, it starts out each time like this, having random dropouts every day or so, but it increases until it becomes bad enough for TPG/NBN to take interest and do something. Problem for me is that the level it takes for you to care is very inconvienient for me trying to work from home.

Schtevo66 · ‎06-09-2021

Over the last 2 years this has been a recurring issue with intermittent, but increasing dropouts. NBNco eventually come out and patch me onto a new copper pair and it works for a while then the cycle starts all over again. Happening now, was last an issue in February, then October 2020 before that. I'm over it! It starts with my FTTN dropping out intermittently, and keeps increasing in frequency until something gets done. I happened 3 times yesterday, and for the second time in a week TPG have closed the ticket after monitoring for 12 hours or so. Each time I request that you continue to monitor longer becuase I've seen it all before. This will continue until it gets bad enough for NBNco to be called in, the same as it has each time in the past, problem is I have to put up with the dropouts until it gets bad enough for you to listen to me. Working from home this time so it's not ideal for me to be dropping out all the time. Please have someone in tech support have a look at my history and come and fix this thing properly.

Schtevo66 · ‎17-09-2020

I have already logged a job on the phone helpline. My point here is why not email your customers a warning when there is scheduled maintenance that may impact our service?

Schtevo66 · ‎16-09-2020

So I've been having a few dropouts over the last few days. My service has been pretty reliable after the repairs TPG organised to my line back to the node about 8-9 months ago. (I'm on FTTN) Last few days I've been getting dropouts, I check the service status page only to see a heap of "Scheduled Maintenance" events listed with an apology for the inconvienience. Why do I need to go looking for this stuff when you clearly know about it - this is really poor customer service. As an engineer I get that maintenance needs to happen, but it's scheduled, you have the email addresses of all the customers who are likely to be impacted, how about a heads up so we can possibly move an important zoom meeting.

Schtevo66 · ‎21-01-2020

New Modem arrived today, pretty happy it's not another Hauwei. Much nicer UI on the TPLink as well. Simple setup to reconfigure my wifi on the modem rather than reconfiguring all my devices. I left all my ethernet devices on while I swapped the modems, everything seems to have retained the correct IP addresses so all good there. Speedtest now giving me 30Mb/sec, a lot better than it was, but still quite a bit less than the 45 I was getting before this issue started, and only just over half the 50 I'm paying for. Stability remains to be seen, fingers crossed!

Schtevo66 · ‎19-01-2020

The NBN Technician fixed a few bad connections in Telstra pits between my house and the node (the pit with the cockroach nest was "interesting") and diagnosed my failing TPG supplied modem. Thanks TPG for offering to replace even though it is out of warranty. Since the wiring faults have been fixed things are much more stable, I'm not experiencing dropouts any more, but the speed is now terrible. I'm lucky to get 10Mb/sec when previously I never got less than 40. Hopefully the new modem will be here soon and fix that up.

Schtevo66 · ‎14-01-2020

Thanks Will, the TPG technician just left. He detected bad connections and 40 Volts DC sitting on my line, on the NBN side of things. So now we wait for NBN to fix. Looks like no point in moving providers now it's confirmed as an NBN fault.

Schtevo66 · ‎13-01-2020

Got a phone call from engineering yesterday afternoon - apparently the level of dropouts I'm experiencing is acceptable within TPG's required service standards. If that is the case it's time to start shopping around for a provider with better service standards.

Schtevo66 · ‎12-01-2020

It actually did it while I was at the computer and stayed off long enough for me to log into the modem. Excerpt from log: Sun Jan 12 15:20:38 http://www.tpg.com.au OK Sun Jan 12 15:20:44 http://www.tpg.com.au OK Sun Jan 12 15:20:50 http://www.tpg.com.au OK Sun Jan 12 15:20:55 http://www.tpg.com.au OK Sun Jan 12 15:21:22 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:21:39 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:21:44 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:21:49 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:21:54 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:22:11 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:22:16 http://www.tpg.com.au NOT CONNECTED Sun Jan 12 15:22:21 http://www.tpg.com.au OK Sun Jan 12 15:22:26 http://www.tpg.com.au OK Sun Jan 12 15:22:32 http://www.tpg.com.au OK Sun Jan 12 15:22:37 http://www.tpg.com.au OK Sun Jan 12 15:22:42 http://www.tpg.com.au OK Sun Jan 12 15:22:47 http://www.tpg.com.au OK Modem screen after attempting to connect manually (it does usually reconnect by itself), after 3 attempts it did reconnect. This looks like the same problem I had around June(ish) 2019 which was reciified at that time by an NBN technician coming and reterminating my copper line to the node in the pit across the road, he said at the time the copper was not in the best condition. The cable error displayed by the modem indicates it could be the same issue again

Schtevo66 · ‎12-01-2020

Thanks Will, Please make sure you put a comment in the work request to not close the ticket just because it seems to be working for a short time. Something is wrong, it needs to be fixed.

Schtevo66 · ‎11-01-2020

Since around November I have been experiencing short duration dropouts, sometimes up to 10 a day, sometimes it will go a week with none. I have reported this to tech support numberous times (Ticket numbers 58257769, 58275218, 58361577, there are more but I cannot find the emails ) each time TPG look into it, they monitor my connection for an hour or 2 then close the ticket. The issue needs deeper investigation. This is getting to the stage where I am considering swapping to another provider, the only reason I haven't done so already is that I suspect that if it is a NBN fault and not TPG I'll have the same issue. I have installed an "internet uptime monitor" program that checks my connection every 5 seconds, this is an example from the log: Sat Jan 11 05:21:45 http://www.tpg.com.au OK Sat Jan 11 05:21:50 http://www.tpg.com.au OK Sat Jan 11 05:22:16 http://www.tpg.com.au NOT CONNECTED Sat Jan 11 05:22:22 http://www.tpg.com.au OK Sat Jan 11 05:22:27 http://www.tpg.com.au OK Sat Jan 11 05:22:32 http://www.tpg.com.au OK Note that it is only out for around 30 seconds, this is sometimes every couple of hours, sometimes it may go 3-4 days with no dropout. What do I need to do to get this investigated, properly, so we can find the fault and rectify?

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About Schtevo66

Re: Recurring issues, why do TPG keep closing the ticket after monitoring a short time

Re: Recurring issues, why do TPG keep closing the ticket after monitoring a short time

Recurring issues, why do TPG keep closing the ticket after monitoring a short time

Re: Dropouts - why don't you warn us about the scheduled maintenance??

Dropouts - why don't you warn us about the scheduled maintenance??

Re: NBN FTTN Frequent short duration dropouts

Re: NBN FTTN Frequent short duration dropouts

Re: NBN FTTN Frequent short duration dropouts

Re: NBN FTTN Frequent short duration dropouts

Re: NBN FTTN Frequent short duration dropouts

Re: NBN FTTN Frequent short duration dropouts

NBN FTTN Frequent short duration dropouts