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Speed degradation could be due to a lot of factors (network issues, type of connection used, interference among others). Can you PM us your customer ID or username so we can perform tests on our end to check for any possible network-related concerns? If the results are good, then we can focus on your setup next. We already tried pulling your account using your community details, but we're not certain that we have the right one.
For your reference: How do I private message (PM) in the community
Thanks for providing your account username via PM.
Based on the tests I performed, we're detecting that the line is capable of receiving 109Mbps. This is also the same information that was sent to you via email. So a 35Mbps download speed is indeed not normal.
To check why you're getting a lower speed than usual and how we can make the necessary adjustments to improve your connection, can you provide us the following:
We'll be waiting for your response.
Thanks for getting back to me so quickly.
I've attached a screenshot of the couple of Speedtests I did over the past few days.Note the decrease of speed since Saturday morning.
Thanks for those screenshots. Based on your response, the results all came from one device alone, which is the PC connected via ethernet. Are you getting the same results when using a different device (example: mobile phone)?
Thanks again for the screenshots. I have refreshed the network port on my end. Can you perform another test to see if there's an improvement? If it's still the same, please reset the modem (using the reset button at the back) and then retest. We may have to escalate this case to our Engineering Team if these last 2 steps are not able to improve your connection speed.
Just tried the speed tests again, all devices hovering between 30 and 40 Mbps. I've performed a reset of the modem and noticed I've recieved a completely new external IP address, one that I haven't seen before.
Good thing is though that I'm pulling down over 90Mbps!
Thanks for your help.
That's good news, @PepTheChef
I'm glad that the reset did the trick. Since all NBN residential accounts are given Dynamic IP addresses, once you perform a reboot or a reset, your IP address may change depending on the available IP addresses in the pool.
Feel free to drop by if you need further assistance.