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FTTB super slow. TPG speedtest exaggerates actual download speed.

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Moderator

Hi @ronichol

 

Thanks for sending me a message and posting additional details. Based on the information you posted it is clear a possible wireless issue causing intermittent speed problem. However, for us to ensure that the problem is on the Wireless connection we'll have to make real-time test.

Perhaps, we can arrange another call this week, let me know your best available time at home. We'll have our team call you again.

 

Regards,

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Level 3

The best time is now Shane. I am at home and plugged directly into the modem and gettign 3mbps, so now I am not so sure of my assessment.

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Moderator

Can you provide us the screenshot of the speed test result (ran through a wired connection)?

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Level 3

I managed to get on to support when I had the problem on Friday. the conclusion was that the modem is faulty. I have bought a replacement since the existing oen was out of warranty. I did not sign up for a 12 month contract to get a free modem because I still cannot explain the difference between speedof.me, tpg speedtest, and fast.com (from netflix).

During the call, I was getting 90 mbps from TPG, 68 mbps from fast.com, and 2 mbps from speedof.me.

 

TPG might be happy to dismiss this as a fault of speedof.me, but I am not. I have run this test scores of times on different networks, and never have I seen anything like this. In fact over the weekend I ran it at a relatives place, and I got very similar results between TPG, fast.com and speedof.me.

 

I am certain that the problem is at least partially the fault of the modem, but I am not yet convinced that this is 100% the issue. It probably is, but I still have no explanation for this difference between different tests, and I am willing to fork out $100 to be sure I don't get stuck with 12 months of TPG service, on the small chance that this is a more fundamental problem.

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Moderator

Hi @ronichol,
 

Thanks for sharing additional details. As mentioned previously on this thread.

The test result using different speedtest website depends on the host location of the speed test website.
 

You may also use www.speedtest.net to test the connection speed.
 

On the other hand, I have requested for the charge of the modem/router to be reversed and we will still ship the modem out but it will serve as a test modem for comparative testing.
 

The reversal will be subject for approval and we'll provide the update when it becomes available.
 

Regards,

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Level 3
Hi Shane,

Thanks for your consideration. Speedtest.net was fast but I expected that. However as I have also previously mentioned on this thread, I know that different speed tests use different servers. I just don't consider that an adequate explanation on your part, and I don't consider it to be sufficient to convince me there is no problem with my service either. Lets see how the new modem goes.
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Level 3
Just to clarify, I received an invoice by email which only included a $10 delivery charge but my credit card was actually charged 109.95. This situation is actually WORSE than if I just had to pay in full, because now I can't even claim this as a business expense. Would appreciate if you could have that charge rectified.
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Moderator

Hi @ronichol,

 

We will chase this with our Account Specialists Team and provide feedback tomorrow.

 

Regards,

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Moderator

Hi @ronichol,

 

We've seen that the modem/router has been delivered. I sent you a private message in regards with the additional details of this case. Let us know should you require further assistance.

 

Cheers!

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Level 3
Thanks Shane, I am setting up the new modem this weekend. Will let you know how it goes.