Authentication issue
Intermittent sync/dropouts
No sync
Speed issue
 

AUTHENTICATION ISSUES:
There is an ADSL signal but no connection.
If one of the following changes have been done to your service, please contact our Customer Service at 13 14 23.

  • Change of location
  • Change of service number
  • Disconnection and/or reconnection of the Telstra line

Otherwise, proceed with troubleshooting:

  1. Make sure there is ADSL Sync on the modem (if there is no sync, refer to No Sync troubleshooting guide)
  2. Make sure the account is active.
  3. Try to retype both username and password in correct format and try connecting again. Make sure you have the correct password.
  4. For ADSL1, Try adding either @ppp.tpg.com.au or @L2TP.tpg.com.au on the username
  5. Make sure that the modem Security Protocol is set to PAP
  6. Reset the modem back to factory defaults and reconfigure. For a USB modem, uninstall and reinstall the modem driver using the PPPoE settings.  If the issue remains, uninstall and reinstall the driver using the modems in bridge mode settings and create a broadband dialer (for Windows XP only)
  7. If the problem persists, reset the password to a new one.
  8. Try to plug the modem to a different wall socket.
  9. If possible, try using a different modem.
If the problem persists, please contact our Helpdesk line at 1300-360-855 for further assistance.
 

INTERMITTENT SYNC/DROPOUTS: ( back to top)

If one of the following changes have been done to your service, please contact our Customer Service at 13 14 23.

    • Change of location
    • Change of service number
    • Disconnection and/or reconnection of the Telstra line

Otherwise, proceed with troubleshooting:

Disconnections are possibly caused by interference to the ADSL signal, an incorrect setup of the modem or an application terminating your connection to the internet. In over 95% of cases, drop outs are caused by some local interference on the line.

This could be any of the following:

    • Fax machine with no filter

    • A second phone with no filter

    • A back-to-base alarm system or Foxtel digital.

All of these can cause intermittent drop outs or even stop the ADSL service from working at all. Kindly observe the ADSL light on your modem/router:

If the ADSL light stays solid green, the disconnection may only be due to some corrupted settings on your computer or modem/router. Kindly reset the modem/router in order to remove possible corrupted or misconfigured settings. To do this, follow the steps below:

  1. Using a paper clip or a pin, press and hold at the pin hole button at the back of your modem for 10-15 seconds while the modem is on.

  2. Once theADSL light turns solid green, you may configure your settings already. Should you need the instructions, please visit our Helpdesk website at http://www.tpg.com.au/helpdesk/ and click on Modem Configuration. If the modem is connected through USB, uninstall and reinstall the driver

However, if the ADSL light turns solid green, blinks again or disconnects you from the internet and reconnects on its own after a while, this means that you are getting an intermittent ADSL signal. Please follow the steps below as one of these might solve both issues:


  1. Make sure your modem/router is not using a filter and is directly connected to the wall socket.

  2. If your modem/router shares the connection with a telephone, make sure that you are using a Central Filter to split the connection and not just an ordinary adapter or splitter.

  3. Make sure that all devices using the same phone number for your broadband, except the modem/router, have filters on them even if they are on a different wall socket.

  4. If you have cordless phones, alarm system or efpos, please make sure that these devices are using a Central Filter and not just an ordinary filter.

  5. Make sure that the cable connecting the modem/router and the wall socket does not exceed 3 meters.

  6. If possible, try a different phone cable (again not more than 3 meters), a different wall socket, or if you have any, a different modem.

  7. Reset the modem by pressing the tiny hole at the back of the modem for 10-15 seconds while the modem is on. Then reconfigure the modem/router settings.

  8. Update modem/router firmware.

  9. Perform an isolation test by unplugging all other devices (telephones, fax machine, Foxtel Digital, PABX, Efpos, Back-to-Base alarm, etc.) plugged in to the same phone number except the modem/router, even if they are on a different room or wall socket.

  10. If the problem persists, please contact our Helpdesk at 1300-360-855 for further assistance.

 

NO SYNC ( back to top)
No ADSL connection. ADSL light on the modem is either off or flashing.
If one of the following changes have been done to your service, please contact our Customer Service at 13 14 23.

  1. Change of location
  2. Change of service number
  3. Disconnection and/or reconnection of the Telstra line

Otherwise, proceed with troubleshooting:

  1. Make sure that the phone line is properly connected to the modem and the wall outlet of the service number where the ADSL service is installed

  2. Check the phone line connected to the modem and make sure it has a dial tone. Check the socket where the modem is plugged in and make sure that it is where the ADSL service is installed

  3. Power cycle the modem-  Turn the power off and turn it back on again

  4. Reduce the phone cable connecting the modem to the wall outlet to less than 3 meters. It has been known that cable more than 3 meters can cause data loss.

  5. Make sure there is no filter on the modem line. The filter should be placed on other devices like phones and fax but not on the modem line.

  6. Check the following devices installed on the ADSL service number and make sure that they are all properly filtered
    • No. of wall sockets- make sure that all wall outlets do not have any unfiltered device connected
    • Phones- make sure that all phones are properly filtered. Standard phones will use inline filters or micro filters. Cordless phones should use central filters.
    • Fax
    • Efpos
    • Foxtel Digital

  7. If you are using a PABX system and/or a back to base alarm system on the ADSL line, it must be filtered with a central splitter. To install a central splitter, please contact your phone provider or any local technician.
  1. If there are 4 or more devices (including the modem) working on the ADSL line, you also need to install a central splitter installed. To install a central splitter, please contact your phone provider or any local technician. Please note that a fax machine is counted as 2 devices because of the fax and phone features.
  1. If all physical checks have been done and the problem persists, perform an isolation test. Unplug all devices connected to the ADSL service number, leaving the modem as the only device connected. If the ADSL light stays solid green, the problem may only be due to some unfiltered device or faulty filter.    Once the ADSL light turns solid green, you may reconfigure the modem.  Should you need the instructions, please visit our Helpdesk website at http://www.tpg.com.au/helpdesk/ and click on Modem Configuration.
  1. If the problem persists, contact our Helpdesk line at 1300-360-855 for further assistance.
 

SPEED ISSUE ( back to top)
Please refer to the following steps for troubleshooting:

  1. Make sure that the account is not yet throttled or have not exceeded the monthly download limit

  2. Power cycle the modem- Turn off the power and turn it back on again.

  3. A lot of speed issues are a result of a virus, antivirus software or a firewall. Initial check should be to look for excessive dataflow on the connection by double clicking on the connection icon in the Task Bar. Make sure there are no downloads or uploads being done at this time.

  4. Disable any firewalls as they may block ports, programs or networks.

  5. Power cycle the modem- turn the power off and turn it back on again

  6. Update your antivirus definitions and do a full scan of the PC

  7. If you are still experiencing browsing or downloading issues, refer to this link http://www.tpg.com.au/downloads/  for ADSL 1 and http://www.tpg.com.au/test3.iso for ADSL2+. Perform a download speed test (for ADSL2+, perform the test for only 15-30 seconds).

If the speed is not within the normal range proceed with the next steps:

  1. Power cycle the modem- Turn off the power and turn it back on again

  2. Reduce the phone cable connecting the modem to the wall outlet to less than 3 meters. It has been known that cable more than 3 meters can cause data loss.

  3. Make sure that you have not placed a filter on the modem line. The filter should be placed on other devices such as phones and fax but not on the modem line.

  4. Check for other devices installed on the ADSL service number and make sure that they are all properly filtered. Devices to be checked are:

    • No. of wall sockets, make sure that all wall outlets does not have an unfiltered device connected

    • Phones- make sure that all phones are properly filtered. Standard phones will use inline filters or micro filters. Cordless phones should use central filters

    • Fax Machines

    • Efpos

    • Foxtel Digital

  5. If you are using a PABX system and/or a back to base alarm system on the ADSL line, it must be filtered with a central splitter. To install a central splitter, please contact your phone provider or any local technician.

  6. If there are 4 or more devices (including the modem) working on the ADSL line, you also need to install a central splitter installed.

To install a central splitter, please contact your phone provider or any local technician. Please note that a fax machine is counted as 2 devices because of the fax and phone features.

  1. If the problem persists, please contact our Helpdesk line at 1300-360-855 for further assistance. Make sure to note the speed test results as this will help resolve the issue.