TPG Community

benny · ‎26-06-2018

So, after the support call we received last week where my partner was given instructions to reset the modem software. As suspected, we have continued to get regular disconnects. 15 times since the 23rd Including 9 today. As I write this, the modem has only just reconnected again at a much slower rate (10mbps), and the 'Downstream SNR (dB)' statistic is very unstable, going up and down, which is the same as I have seen in the past. This would suggest either a problem with our line or in the street cabinet. I need this fault to be properly investigated and diagnosed.

benny · ‎20-06-2018

Hi Erika, From what you have told me, I can only gather that: regardless of the history of problems on this service regardless of the fact that the exact same issue has persisted with 2 separate devices, both of which were brand new out of box within the past 6 to 7 months We are being put on the same merry-go-round as we were previously. This reminds me of a quote by Albert Einstein: "The definition of insanity is doing the same thing over and over again and expecting a different result." How many times are we going to repeat this same diagnostic step before we conclude that we need to look elsewhere for the problem?

benny · ‎20-06-2018

Hi Erika, That is fine, I will make sure I am home. I'm not sure if you have access to the previous support case we have raised. At that time we were having the exact same issues (frequent/intermittent disconnects). TPG insisted that we try putting in a loan modem/router in place of the Netgear router we were using. We did that, but in the limited time we were given to try the load modem, the issue did not occur again. So we ended up paying a fee to keep that modem in the hope that our problems were solved. But as it turns out, the new device has not solved the problems, they came back soon after and have continued ever since. So I am hoping that we aren't going to be put on the same standard support merry-go-round, I believe the continued issues indicate a more serious issue with our connection to the street cabinet (or in the cabinet it's self).

benny · ‎20-06-2018

Hi, I am available to take a call any time this afternoon or this evening. If I need to be home, then that won't be until after 7:30pm. Ben

benny · ‎18-06-2018

Hi Support, I am writing in a last, desperate attempt to get TPG to resolve our disconnection issues once and for all. Over the past 6 months, the reliability of our NBN connection (FTTN) has been the worst I have experienced as an internet service customer in more than 10 years. Since plugging in the most recent modem sent out by TPG, (11th of March by my records) we have had a total of 71 disconnections. In that time there have been periods as long as 2 weeks or so without any issues, mostly it happens once or twice every day or sometimes between 5 and 10 times in a day. So far in June I count 27 times. I work in IT and enjoy online gaming and watching streaming TV services in my spare time, so a reliable service is very important to me. For some background, our 1st modem died a bit over 6 months ago, initially I replaced it with a bought off the shelf modem (NBN compatible) and since then a new modem sent out by TPG back in March. The problem persists regardless of the device we connect on our end. My partner (the account holder) and I feel we are paying a decent amount of money for this service and as such, we expect a better service than what we are currently receiving. My expectation is for TPG to take ownership of this issue, and do what it takes to deliver a service that achieves an acceptable level of reliability. Regards, Ben

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Re: Regular Disconnections FTTN NBN

Re: Regular Disconnections FTTN NBN

Re: Regular Disconnections FTTN NBN

Re: Regular Disconnections FTTN NBN

Regular Disconnections FTTN NBN