Bad internet

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Level 1a
My internet is very slow and I want to switch to NBN
1 REPLY 1
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Moderator

Hi @Ruethai,

 

Welcome to the community!

 

There are different cause of Transfer/Speed Issue that you may experience.
 

  1. Sync Speed Issue, this speed issue is caused by a line fault on TPG (If you're with ADSL2+ or TPG-FTTB) or NBN's network (If you're with NBN service). Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.
     
  2. Wireless Transfer Rate Issue, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.
     
  3. Speed/Transfer Issues, this issue is caused by possible loose modem/router connection setup. This can be fixed by re-seating Ethernet cable if the device(s) is connected via LAN, re-seating the modem/router to the wall socket or changing the phone cable used from modem/router to the socket.

    Note: You will need to test multiple speed test when you change Ethernet,Phone Cable to identify the caused of speed issue.
     

In the event that you experience dropouts via Wireless/Wi-Fi connection we did an article that you may find helpful see links below.

 

 

In your case we've seen that that there has been a degradation to the sync speed of the modem/router, this can be solve by the following troubleshooting below.

  • Re-seating Phone Cable of the modem/router going to the wall socket
  • Changing a different phone cable ( If available )
  • Isolating the modem/router ( If a Filter/Spliter is used)
  • Cleaning the phone port socket ( Make sure to clean the corroded area )

On the other hand, we raised this to our Technical  Team, expect them to contact you within 24-48hrs. Also, we'll have one of our Account Specialists to contact you separately to discuss upgrading your service to TPG-NBN.

Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.
 


Cheers!