Problems with 100/40 FttB (non NBN service). I've tweeted and called TPG many many times but I've not yet spoken to anyone knowledgable or whose approach to troubleshooting isn't to try things in a random sequence or to convince me that getting 70% of what I pay for and the line staying up for a few days is OK thus I've singed up to this forum as a last attempt before I dump TPG, however switching ISP's means I have to join the NBN.
Investigation: I'm an engineer so started at the bottom of the OSI stack and segmented my testing to prove each section of my network and to rule out issues with Wi-Fi, ethernet, switches, firewall and device etc. Note, below wasn't the exact order of testing.
Phase 3 - Simplify the network, same results
Findings so far: The network right up to the modem and phone line is working as expected, fast and no errors at any of the layers. I started to focus on the modem and realised that the DSL modulation and line speed was 85,345kbps down and 30,647kbps up. RightO, it's been a while since I was working with ATM networks and Telco gear but you can't fit +90Mbps into a ~84Mb of bandwidth.
Time to call TPG and see what they can see: TPG support is as frustrating as dropouts. As I said above I have not yet spoken to anyone knowledgable or whose approach to troubleshooting isn't to try things in a random sequence. Or to try get me off the phone by bumbling their way through trying to convince me that getting ~70% of what I pay for and the line staying up for a few days is OK. I was told it is within tolerance for 100/40 NBN plan, but I'm not on NBN and we're not talking about TCP/IP.
Not able to get the support person to focus on the issue and stop talking about have I rebooted my Wi-Fi I asked the questions another way.
I estimate a 40m line of sight to the sub-building the TPG equipment is in (see pic) but a maybe 200m cable run to the basement, I live in an 8 story block not a sky scraper.
Solution offered by TPG support: A replacement router, however unfortunately we're heading the wrong way, the new modem is slower and sync's at an even lower line speed
Phase 4: Keeping the network disconnected and again with MacBook > Gigabit Ethernet > New Cable > New TPG router (plugged in and left to auto configure) > New Cable > Internet.
If my line and speed has dropped and there's no damage to the cable from the MDF it’s likely between the FttB equipment and the MDF or an issue or configuration with the FttB equipment.
Thanks in advance
TPG twitter people said as below, esculated to an engineer and I just got a SMS saying an engineer is due tomorrow. 🤞
I'm curious though did anyone from TPG check the equipment in the basement and compair what my neighbours lines are syncing at, I can see a few of my neighbours who left their TPG router in the default SSID 🤷♂️
Engineer has been and gone, plesent and punctual person even took his shoes off at the door.
Advise given that the notes will be added to the case notes.
Onwards and hopefully upwards we go!