Download capped at 40mbps for 5G Home Broadband Plus plan

[eureka9165]

Hi TPG,

I am using the TPG 5G Home Broadband Plus plan and the download speed is currently capped at 40 mbps that used to be around average 70mbps.

I am not sure this is related to the issue that TPG have found and still hasn't been fixed.

This is the email from TPG related to the issue.

"Our records show that from 5 September 2023, your 5G Home Broadband Premium plan was incorrectly provisioned as a 5G Home Broadband Plus plan. The Plus plan has lower download speeds than the Premium plan. This error was corrected on 7 November 2023."

I tried to reach out to the TPG service desk over the phone, and ended up leaving here after giving up waiting for about an hour.

Any comment would be apprecaited!

[BasilDV]

Hi @eureka9165 

Did you test the speed via WiFi or Wired connection?

If WiFi, are you connected to the 2.4GHz or 5GHz band network?

Can you test the speed via Wired for comparison?

What's the light status of the 5G modem/router signal?

What troubleshooting have you tried so far?

Have you tried to reboot and relocate the modem/router?

BasilDV

[eureka9165]

Hi BasilDV,

===

Did you test the speed via WiFi or Wired connection?
-> Unfortunately, I don't have a device for a wired connection test.

However, I did the speed test with my mobile phone. The download speed was faster than 200 Mbps with the mobile service provider, but it dropped to around 30 Mbps with TPG internet.

If WiFi, are you connected to the 2.4GHz or 5GHz band network?

-> 5G band network.

Can you test the speed via Wired for comparison?

-> Unfortunately I don't have a device for wired connection test.

What's the light status of the 5G modem/router signal?

-> All LEDs on the modem are green.

What troubleshooting have you tried so far?

-> I rebooted the 5G modem multiple times.

I have checked the speed both during the day and at night (it seems to be capped at 40 Mbps all the time)

Have you tried to reboot and relocate the modem/router?

-> I always keep the 5G model next to my laptop.

By any chance, how has TPG addressed the issue of incorrect provisioning (resulting in lower download speeds) for my 5G Home Broadband Plus plan? The TPG email about the issue didn't provide any details on the resolution.

Additionally, there have been no environmental changes on my end since I observed the normal download speed.

[Ahra_G]

We'd be happy to look into the provisioning of your speed plan, @eureka9165. 

Send us a private message and we'll go from there.