Claim for Low Internet Speed than Signed For

[kamalsubedi]

Hi,

I have been using TPG for a very long time, and have switched to 25 Mbps speed quite a while ago. Never ever when I tested the speed at any time have I received such speed. Why can't I get the speed I signed up for? And it has been worse due to so many disconnections in the past few months.

Am I eligible for claim of refund and what is the process to do that?

Regards,

Kamal

[BasilDV]

Hi @kamalsubedi

We'd like to check your account and run some test to find out what's causing the slow connection speed.

May we know the current speed that you are getting? Are you using a WiFi or a Wired connection?

If via WiFi, are you using the 2.4GHz or 5GHz band network?

Flick me a PM with your TPG username or customer ID number to check on this further.

BasilDV

[kamalsubedi]

Hi @BasilDV 

Currently I get somewhere around 13Mbps max. download speed when using speedtest.net. I am connected via WiFi and using 2.4GHz most of the times. I have just tested with 5GHz and it's a lot better 20Mbps upload / 4Mbps download.

Is this normal?

Regards,

Kamal

[BasilDV]

Thank you for the update @kamalsubedi.

The speed that you are getting under the 5GHz network is within specification.

This means that your NBN plan is configured with the correct speed.

The 2.4GHz band network is prone to signal interference, which explains why it is giving you a slow speed compared to the 5GHz band.

We've created some articles that may help you improve your home WiFi network.

• Easy Steps to Improve Wi-Fi Connection In Your Home
• Wireless Channel on your modem - what is it and why should I change it?

Let us know how it goes.

BasilDV