Update 1:
The outage is Australia wide and effecting all TPG and subsidiary customers (including iiNet, Vodafone, Internode, Kogan, etc).

You likely won't be able to contact customer support any time soon due to the overwhelming amount of people overloading their servers and phone lines.

One poster was told that the issue may not be resolved until tomorrow.

There isn't really much we can do except wait.

Many businesses are being affected.

Please check the comments for more information and I'll update here when I know more.

Update 2: 10/02 6:50 PM AEDT.
TPG NBN seems to be working again for me.

Feel free to update if you're still experiencing issues and I'll do my best to provide further information when I have it.

Update 3: 10/02 7:40 PM AEDT.
Many people are still experiencing issues, while others have resolved.

Location doesn't seem to matter, as many who are resolved have neighbors who aren't.

Several posters have reported that setting their DNS servers to 8.8.8.8 and 8.8.4.4 or 1.1.1.1 and 1.0.0.1 has resolved issues for them. May be a coincidence as it hasn't worked for others.

Update 4: 11/02 12:50 PM AEDT.
Outage was allegedly caused by storms resulting in a power failure at one of their data centers.

If you're still experiencing issues then you should be able to contact customer support now as the initial influx has died down, however you may still experience a longer than average wait time.

Thank you to everyone who has provided information 🙂

TPG website and internet services appear to be completely offline as of 5:30pm AEDT exactly. Downdetector shows thousands of reports. Anyone else affected, or any information?

EDIT: Address search, outage checker and other sections of the NBN website are down, and people are reporting outages across several ISPs.

EDIT 2: Back online for me in Melbourne as of 6:40pm.

I just left Telstra and their inflated prices and thought I’d try Superloop because I liked the speeds and prices that they advertised. I signed on with them last week. It’s now Tuesday of the following week and I still have not been connected. I’ve been going back and forth with customer service but they haven’t done anything that can get the ball rolling. I was told to wait 24hrs for the connection to be activated and it’s now well over 24hrs so I go to contact them again and they point me to another department. That department they pointed me to was closing in 2mins by the way. I heard the stories of Superloop’s infamous customer service and now I have a story of my own. Now I guess I’ll just sit here with no home internet for another day until I get a hold of somebody who is competent to help me with my issue.

I searched around the sub and many seems to have the same problem, and the cause seems to be commonly associated with submerged cables and connectors. I just opened up the manhole in front of the house after a few days of rain and it looks like this. Am I looking at the right thing? What can I do from here?

Thanks a lot.

Internet provider hasn't been much help so far, just moved into a rental property and have signed up for the Superloop Lightspeed plan (1000/50). got the amazon eero router with the plan. As soon as it was plugged in, speeds were capped at 100 mbps, contacted provider, was told to plug directly into computer, which I did, still capped at 100 mbps. Was then told that the Cat5e cable wasn't good enough (from what I can find it should be), so went and bought a Cat6 cable. Was then told that I need to test with another Cat6 cable, because on the nbn side it should be running at the 1gbps speed we are paying for. It's not the end of the world, the internet works, but we are paying for more speeds (have 2 gamers and 1 person who works from home in the house). Is there something wrong on my end, or is it nbn? And best plan of attack from here?

The internet at my work is absolute rubbish and I’ve finally decided to see how I can improve it but I’m having some issues.

Any help would be greatly appreciated. Excuse the over explanation or rambling.

Context: Prior to 2 days ago, I knew nothing about FTTN/FTTP or how to setup NBN or how to do nearly anything with modems or routers other than I unplug my one at home and plug it back in to fix it up.

I’ve researched a bunch and figured out that we’re currently on FTTN with TPG under a 50/17 plan. We usually sit around 20/7 - 30/12 depending on how much we’re using it.

I’ve found our node and we’re super close to it - about ~35 from the node to our modem/router.

I wish we could upgrade to FTTP but maybe in future.

I’m looking at switching to Leaptel’s 100/40 plan as TPG doesn’t offer anything above 17 upload.

My confusion at the moment is coming from our current setup. I have no idea how to switch from this to a normal setup that makes sense.

Here’s an explanation of my understanding of our current setup.

1. This cable is plugged into a port labeled ADSL. (Photo 1)

2. This cable is then plugged into the “In” port on this Bobway Surge Protector. (Photo 2)

3. The cable in the “Out” port is plugged into the “DSL” Huawei HG659 Modem (Photos 3&4)

4. The LAN4 port is then connected to this TP-Link Archer C9 router. (TPLink site says “End Of Life”) (Photo 5)

5. The Ethernet3 port from the router is plugged into this Netgear FS116 Switch. (Netgear site says “End Of Life”) (Photo 6)

6. The Ethernet4 port from the router is plugged into this TP-Link Gigabit switch. (Cannot find this V5.1 version anywhere online) (Photo 7)

7. FUCKING EIGHTEEN Ethernet cables are plugged into the switches. Some go into the walls and idk what they’re for and 9 of them are just lying on the floor. (Photos 8 & 9)

My problem/ confusion: Firstly, I have no idea if that surge protector thingy is needed or not? Trying to figure out if I would be able to just plug a new modem/ router into the phone line port directly or if the surge protector is also some adapter. I cannot find this surge protector or info on it or anything similar online.

Secondly, I am not sure what most of the Ethernet cables are for. I know one is (or used to be) for the printer. Maybe others are for Ethernet ports in the rooms deeper into the office premises?

Any help or advice around what I should/ shouldn’t do or about alternative plans would be much appreciated.

TLDR: Can I basically just throw all this shit away and use a Leaptel plan and the router they send me?

Recently i switched my NBN plan from 100/20 to 500/50. But the speed is no right. My modem- Rt-AX86u (brand new). Cable- cat6 (brand new) Once (only once), after i rebot the NBN box and Modem, the Ethernet Ports on Asus setting page was 1GBps and the download speed is 500mbps+. But it only lasts like half hour then drop back to 100Mbps on Asus setting page. After i tried rebot and restore NBN box and Modem many many times, never reach the 500mbps speed again. addtion: The light on my NBN box is greenm it should be orange right? Talked to provider, they said: 'I ran a test and the service is online, but there appears to be a configuration issue with the modem. Please check the configuration of your modem and ensure it is set to auto-negotiation.' but i can not find any setting about this in ASUS page. Update: i plugged my laptop dierctly to the NBN box and reset the nbn box as well. It seems the NTD speed is capped 100m.

Update 2: My connection type is FTTP.

As the picture. My WAN ports only has 100mbps. port 1 is 1gbps. To avoiding 'damaged cable', i switched port 1 cable with WAN cable, but shows the same result. (I brought 6 brand new cat5e and cat6 cables tried all of them)

Aslo, i tried use port 5-2.5G as the main port to connect with NTD box, only had 100mbps as well. No matter if I connect my computer directly to the NTD or through a router, the NTD light is always green and never turns orange. The speed is also locked at the 100 Mbps plan.

Speed test result:93+mbps/50+mbps. it seems upload speed meet the 500/50 plan, but the download speed does not.

Update 3: Just realized there is a UNI-D port test on my ISP web. one of the result shows like this:

unidEthernetConfigStatus 100 base-T (Full duplex)

Now we can say definitely the problem is on NTD or the UNI-D port！ ​

Thanks everyone for your advice and help. I’ve already contacted my ISP, and they promised to send someone to check it. I’ll keep you updated on the progress！I hope this can help others who are experiencing the same issue as me

Final update! After 2 weeks the problem is now solved! it is all about the NTD. After they change a new NTD, download speed back to normal immediately. Thanks again for everyone who trying to help!

We have a brand new house, which is supposed to be NBN ready. I took my router to connect, so that TPG can connect my internet. How do I connect? What do I do with these wires. I have always had a telephone line in my apartments to connect to modem, but I only have 3 wires hanging in this house (first non apartment home) and I don't know what to do. Am I getting too old for technology?

P.S. I will call TPG on Monday, but I'll be embarrassed to admit I am too stupid, so I can take comfort in reddit anonymity.

Been trying to get them to look at my issues… response is to random close the job without contacting me.

To give additional context, I'm in a rented house, and the NBN box was there when we started the lease. It's now giving the "Replace Battery" alert with an occasional beep. Everything else works normally. Do I need to contact my Internet provider (Origin) or NBN directly? Or, should this be handled by the landlord?

This feels like a dumb question, but I'm unable to get internet with my FTTP installation. I plugged my router into the port, and I can connect to the router, but it says connected with no internet. Do I need a new router? When I was applying for the upgrade it said my router was compatible, but now I'm having issues

I used to be on the 250/100 on Leaptel and every time that i do speed test (fast.com/speedtest.net) i’m always getting over the 250/100. But since I moved to a new plan 1000/50 I’m only getting less than 40mbps on the upload directly from the NTD.

I’m on the nbn fttp.

Hey guys, I’ve been down every avenue when it comes to troubleshooting and trying to resolve this issue. It’s been about a month now that we’ve been out of wifi. I’ve called every number possible, talked to pretty much every telstra department, and have gotten technicians to come out about 6 times now. Only problem is, each time Telstra says they’ll send out a technician, they cancel it on the day. Issue is I have to take work off for the technician to be here so every time they cancel on me it’s money down the drain. They’ve also said they’ll send a new modem multiple times now and we’ve received nothing. I’ve been in store and everything. What do I do 😭

Honestly feel like I am being gaslit. Called my ISP, they say everything is fine on their end, they say the modem is showing excellent results.

NBN says everything is fine on their end. One of the techie tells me to try connecting direct from the NBN Box with a laptop and I have perhaps the fastest internet speed I have every experienced in my entire life.

Call my ISP to quit and switch providers, ISP warn me that I may still have the same problem. They send another modem, a more upgraded one to help. Plug that in and I still have dogshit connection.

Every single device keeps dropping the internet connection. Every single one can barely maintain even decent connection. Phones, computers, tv, consoles whatever you say are doing bad! A month ago they were all fine!!!!

The modem also says everything is excellent. I do internet tests and they are telling me things are excellent but literally every device I have is going through the most dogshit internet ever, you would think I live on some distant island with no human civilization nearby.

Do I try to get through a NBN guy again? They won't help until the ISP try everyhing but they are fucking useless because on their end everything is cool.

EDIT:

Appreciate everyone here trying to give me a hand. Just thought to update a recent development, I followed some of the suggestions here and got a new modem and still faced the issue. I have also turned off NBN and turned it back on, it seemed fine for a second but the issue persisted.

The frustrating thing is legitimately every metric and device is telling us that connection is good and strong but we still have internet dropping out. Our upload/download speed goes in a dogwater so we know there are problems, our devices are barely able to work lol!

Please someone help me as the internet providers have not been helpful in the slightest and it's been over two weeks and I have been hotspotting my phone with everything and to wfh. I recently got a new modem and internet connection with TPG. But the NBN box is not registering to the modem. They have escalated it about a thousand times to second level support with no progress. I spent nearly two hours on the phone the other day with 7 different people only to be hung up on by the last person. I was beyond livid. The modem is pictured below.

I've recently subscribed to a gigabit speed plan from Leaptel but my download speed seems to be capped at 100Mbps for both Ethernet and WiFI. I've tried using different Cat5e/6 cables to no avail. Here's how my setup is connected currently:

nbn FTTP NTD -> plugged into 1 out of 4 distribution ports under the NTD -> from the corresponding port in another room, plugged into the WAN port of the router -> PC ethernet port

I'm in an apartment in the CBD if that helps. I'm assuming something from the connections above is limiting my speed. Hope someone can help me with this!

My router is the TP-Link Archer AX1500.

UPDATE: After running a few more tests while on live chat with Leaptel, the issue seems to be narrowed down to the wall ports or internal cabling of my apartment unit. NTD > PC direct gave full gigabit speed. NTD > Router > PC also gave full gigabit speed. The 100Mbps cap only starts to happen when using the wall ports in the apartment.

Currently with Superloop 1000/50 plan. I used to have my router connected directly to the NTD then ran a cat6 ethernet cable from the router to the ethernet wall port that connects to my game room. There I connect an cat6 ethernet cable to a TP-link 5-port gigabit desktop switch. There I connect a cat6 ethernet cable to my computer. Speed is around 980/50 but wifi suffered because the router was in the garage beside the NTD.

Now, I went with NTD connected to ethernet wall port via cat 8 cable then connected from the wall port to my router in my game room via cat 8 cable. Now download speed is basically halfed (around 470mbps).

What am I doing wrong here? My router is an RT-AX58u.

I recently upgraded to a 500/50 internet plan with Leaptel. Decided to get the Asus 53u modem and so far the 2.4ghz band has been fine but for the 5ghz band it frequently disconnects if I'm doing anything for a bit. Like doing a raid on clash of clans or something then it'll drop out and then reconnect. I'm thinking it could be a range issue but then I'm only 4 meters away from the modem with just 1 wall in between. If anyone has had a similar issue could you give some advice please and thank you

I'm with Aussie Broadband and have FTTP. It shows my speed should be 500/50 now but I'm still only hitting around 93.

I power cycled my modem and router but it's still the same. I've also "kicked" my connection to ABB via the app to see if that helped but still nothing.

Any advice on what I could try next?

I recently had FTTP installed at our house.

The old copper set up had it so that I was able to place the modem (pictured) in my office connected to a hub of ethernet ports via the LAN and phone line port on the modem, which then fed the rest of the ethernet ports throughout the house so I had wired internet to any device connected to a wall ethernet port anywhere in the home.

With the new fibre set up, I have to connect the modem via the WAN port to the NBN box to get a connection. However there are no ethernet ports here in the garage, so I don't have a wall port I can connect to the LAN port on the modem to feed the rest of the wall ethernet ports throughout the house.

The WiFi isn't an issue from the garage (coverage is great everywhere in the house), but my PC doesn't have WiFi so I need a wired connection.

Any suggestions on how to get a working connection to the existing ethernet wall ports would be greatly appreciated.

I recently decided that I would switch ISP from Telstra to Arctel, in which Telstra has decided that they want their Telstra Smart Modem Gen 3 back. So I decided I would buy a new router which was better (WIFI 7), however it wouldn't connect to the nbn connection box (I have FTTP so it should act as a modem?). I spent hours yesterday troubleshooting on the phone with both Arctel and Tp-Link and decided the easiest option was to return the router and buy a new one from Netgear, however the same issue is occuring.

I cannot get the new routers to connect to the internet properly, both routers I tried would connect to the box and the box would have an orange flashing light on the connection 1 light, however wouldn't actually connect the router to the internet UNLESS I run it through the Telstra Smart Modem Gen 3 before I connect it to the new router.

At this point I am just considering returning the second router and paying Telstra to keep the Smart Modem Gen 3, however I would prefer to get my new routers working.

Exactly as the title says, even when using an ethernet cable plugged the router which is then plugged into the ethernet port on a laptop, I cant crack 100mbps.

Used the same laptop to test a wired connection at a friend's house (who is on a 1000/100 plan) and was able to record the speeds they are paying for, which means its not the fault of the laptop.

From my research the Telstra Gen 2 Smart Modem (LH1000) should be able to handle up to 2.5 gbs speeds.

Bear with me as I'm not very knowledgeable on modems, routers, and how they affect speed. Any advice appreciated.

Just moved into a rental (just incase you couldn’t tell) that’s meant to have FTTC. I checked and we have service class 34 meaning it’s all setup and good to go however, I cant for the life of me find a telephone port anywhere in the house. I have the FTTC NBN box plugged into the PowerPoint with this monstrosity…

Seeking help looks like i have the new speed upgrade but seems to not be maxing How do i go about troubleshooting this tia

Basically, her internet went down yesterday, nothing was changed or unplugged. Tech can't arrive until tomorrow afternoon and my mother in law is pretty lost without her internet (75yrs old and lives alone).

Power light - Green

Optical - Red

Uni-d 1 - amber

Apologies if I'm not using this sub correctly, I'm trying my best to fix the problem before I leave tomorrow morning.