• When the device you’re using is having trouble connecting to the internet, check to see if it’s the only one or if all the devices in your home are having similar problems.
  • Depending on your NBN connection type, check if DSL and internet lights in your router are green.
  • If your connection problem is outside your home network, you can visit TPG’s service status page and see if there are any relevant issues.

No matter how fast and convenient your internet connection may be, there will still be times when you’ll encounter connectivity issues. This may be frustrating, but it’s nothing too serious, not to mention it’s to be expected. The truth is, internet connection can be unpredictable, but when problems pop up, it’s fairly easy to troubleshoot the source. Once you’ve done that, it’s just a matter of fixing it - if you can, that is. 

If you’ve chosen TPG itself as your internet service provider (ISP), you’ll know that it focuses on providing reliable service - especially during the evening - at competitive prices. But that doesn’t mean they’re infallible. The internet access they provide can still go down; when that happens, there are three possible causes. The issue could lie with your home network, the device you’re using, or with your provider. 

Given all that, here are some tips you can use to correct any issues you experience with your TPG NBN connection.  

Identify the Problem

As mentioned earlier, the first step to solving connection problems is to pinpoint just what is causing them. When the device you’re using is having trouble connecting to the internet, check to see if it’s the only one or if all the devices in your home are having similar problems. If it’s the former, then the issue isn’t your internet, but that specific device. In such cases, reset the device’s network adapter and see if that fixes the problem. 

If you find it’s the latter, though, then you have a few more things to do, because the issue may be in your home network, TPG’s network, or the NBN itself. 

Troubleshoot Your Router

When you signed up with TPG, it’s likely that you received a wireless four-port NBN modem-router that’s been preconfigured. The first step to troubleshooting this device is to check the lights. Depending on your NBN connection type - Fibre-to-the-Curb, Fibre-to-the-Basement, or Fibre-to-the-Node - pay special attention to the DSL and internet lights, both of which should be green. 

A general rule of thumb to follow? When one or both lights are red, or neither is lit, then that’s bad news. 

When one light is red, it means that there’s no connection between your TPG modem and the NBN network. If both lights are red, this generally indicates an issue with your home wiring. In any case, it would be best to give our technical support team a call so they can help you out further.

Sometimes, all you need to do is power cycle the modem-router or any other networking equipment you have. Power cycling simply means turning the equipment off for a short period and then turning it back on again. This refreshes the system and can resolve many common technical issues.

Otherwise, call TPG to inform them of a connection issue. Power cycling, or turning the router off for about a minute then powering it back on, usually fixes router issues. Otherwise, someone at TPG can walk you through a few more technical steps to try and fix the problem.

If you’re still experiencing problems, there are a few other things you can try:

  • Check that the cables connecting your modem to the wall socket are firmly plugged in
  • Ensure that there are no loose wires inside the wall socket
  • If you have an NBN connection box, check that the cables connecting it to your modem and power supply are also properly plugged in. You may need to reset your connection box by flicking the switch at the back

Update the router's firmware

In case you didn't know, your router has its own software that needs to be kept up to date. Firmware updates usually bring bug fixes and performance improvements. To check for updates, simply log into the router's web interface and look for a section called "Firmware" or "Update". Once you've found it, follow the instructions to install the latest firmware update. If you are not sure how to do this, you can always contact your router's manufacturer for assistance.

Relocate your router

There may be instances wherein the location of your router is the reason why you’re experiencing a weak or intermittent connection. If possible, try to move it closer to the main NBN connection box. You can also try moving it to a higher position, like on top of a shelf or cabinet. This way, it will have a clearer line of sight to the connection box, which can improve your connection quality. You can also try connecting your router to the connection box using a longer Ethernet cable which will also help with the connection.

Check For Outages

Did you know that TPG has a page set up specifically to help users check whether or not there’s an outage affecting their respective areas? If you think your connection problem is caused by something outside your home network, you can visit TPG’s service status page and see if there are any relevant issues you need to know about. 

If you find that there is, in fact, an outage, you can click the link next to the type of TPG internet connection you have, whether NBN or otherwise. This will allow you to check further for current outages, those that occurred in the last day, and any planned maintenance - which is very likely to lead to an outage in the future. Take note that it might take a while for you to scroll through the list to find an outage that’s affecting your area, though. 

Once you find that there’s a recorded outage, check the accompanying information to see when it started as well as its estimated restoration time and date. Keep an eye on the colour used to record the outage, too, since TPG uses a colour coding system to convey the severity. Green is the least worrisome, since it indicates planned or scheduled maintenance. Yellow is somewhere in the middle, since it means there’s an outage but it’s intermittent. If you see blue or red, though, you’re dealing with either a major or a critical outage, respectively. 

You can also check for NBN outages by checking NBN Co’s dedicated page. Just type in your address and then click the yellow ‘Check address’ button. You’ll be able to see if there’s an outage in your area, or see if any network maintenance has been planned in the next ten days.

In cases like this, there’s not much you can do except wait for the connection to be restored. The upside is, at least you know exactly what’s going on and what made your connection go down in the first place.

Consider Updating Your Plan

If you're still not getting the speeds that you're paying for, then it might be time to upgrade your plan. With TPG, you can easily do this by logging into your account and going to the "My Products" page. From there, simply select the "Upgrade Now" button next to your NBN plan. However, there are some things that you need to consider before upgrading, like your current usage and budget. But don't worry, TPG's team can help you choose the best plan for your needs.

For instance, in terms of usage, if you often find yourself streaming movies or TV shows, then you might want to get a plan with higher speeds. On the other hand, if you can only spend a certain amount each month, then you might want to get a cheaper plan but it may not fulfil your needs if you like to stream a lot. The key is to find a balance between price and performance.