ADSL2+ Speed

[TimL]

In the last two weeks or so, the internet has been ridiculously slow and often drop outs. The speedtest.net test is less than 4MB (when it works) even though I am around 1km away from an exchange.

I tried calling techincal support today (after resetting the modem, etc.) but was told that you weren't able to take my call - the call then ended. 

Very disappointing - the internet is so bad that I'm using my phone's hotspot for this post!

[fauxfaust78]

I'm having same issue here. Have already tried restarting devices. Speed got better by literally 300kbps. From 412kbps to 712kbps (this is DOWN only!). I'm on 50/20 unlimited NBN. Literally can only browse webpages that have simple functions. Anything too complicated and I'm feeling like I'm on dial-up again.

Best way to contact TPG if my internet is being pretty **ty and I can't find my phone?
Also if it's known this appears to be occurring for multiple people online, why does TPG's status page say 'no issues reported'?

[Riezl]

Hi @TimL,

Welcome to TPG Community!

We're sorry to know that you're having issues with the service and we'd like to help get to the bottom of this.

We have located the account using your community details.

We are currently detecting a fault on the line possibly causing the issue, thus we have escalated this to our Engineering Team for further investigation.

We have advised the case engineer to contact you before 4PM NSW Time to discuss the progression of the case.

Should you have a preferred contact number and time, please send it via PM.

[Riezl]

Hi @fauxfaust78, we have checked the status of your connection and we are not detecting any fault on the line or network that may affect the service.

As you have mentioned, you are currently on NBN50 plan, which is configured on the nbn50 Wholesale Plan tier with 20Mbps upload.

This plan has a typical evening speed of 44.5Mbps download and ideal for:

• 3-6 users/devices
• Making Phone calls (VoIP)
• Email, Social Media and Web Browsing
• Standard Definition (SD) Streaming
• High Definition (HD) Streaming
• UHD/4k Streaming

Typical Evening Download Speed is measured between 7pm and 11pm. The actual speeds for the service may be slower and vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

We want to make sure that you are getting what you are paying for, thus we have sent an email on September 2018 regarding your NBN service's maximum speed.

There were options provided and you may reply to it with your choice.

Nonetheless, we'd like to also investigate why you are only getting the speed above and we can have a specialist contact you for assistance.

You can PM us your best contact number and most convenient time to receive a call for troubleshooting.

[Riezl]

Hi @TimL, our Engineering Team tried to contact you to discuss the status of the case.

Please provide us your availability so we can advise the team to process a callback.

[TimL]

Hi

They can call whenever - the message I received stated that they would call me back later anyway.

[Riezl]

We have already advised the case engineer, @TimL.

Let us know if we can be of further assistance. Thank you.