HFC NBN extremely slow during peak hours.

[mrjin]

Just connected to TPG HFC NBN this Wednesday and the speed turned out to be extremely slow during peak hours. I'm on a 100/40 plan and the speed test result were way too far from promised.

To be specific, I'm using the TP LINK VR1600v modem provided by TPG and it does not look like the modem was the problem as it was pretty clear, the speed drops dramatically in the evening. And I've used both WIFI and ethernet cable  to perform the testing, all the similar results. While download perform like snail in the evening, the upload seems to be okay, although there were a few cases were extremly slow too. To me, the most likely answer is network congestion. Please help to check what's going on.

The highest download speed was around 94Mbps, not a surprise.

But the lowest was absurd, 0.68Mbps. On average the download speed in the evening is around 10 ~ 20 Mbps and the upload speed is much better, was around 20 ~ 30 Mbps.

For the upload speed, the higest was around 36.27Mbps, more or less in the expected range.

But the lowest was 0.8Mbps, also way too low.

For the latency, lowest was around 9ms, not too bad.

But the highest latency was 73ms, kind of high.

[Riezl]

Hi @mrjin,

Welcome to TPG Community!

We have located the account using your community details. We'd like to investigate what is causing the issue and help with the resolution.

May we know what specific time do you normally experience the issue as we'd like to have technical specialist contact you to perform real time testing?

[mrjin]

Hi @Riezl,

Thanks for the reply. Seems any time in the afternoon the speed would not be great, typically around ~40Mbps download. And when it comes to evening, it would be ridiculous. I've just performed as speed test and it was around 5 Mbps download, however, the upload seems not too bad, around 30 Mbps.

I would be available to help peform the testing around 7pm, which seemed to be the worst period in the day.

I've put a screenshot of the downloaded speed test result, the first one was using the ADSL link when it was still active on 26th/06. You can see the download was much better than NBN at that time. Please note that the time in the results were GMT for some reason, so you will need to add 10 hours to convert it to Sydney time.

[BasilDV]

Hi @mrjin,

Thanks for the additional information.

Could you please send a PM with the best number to contact you in order for us to arrange a call from our Tech team?

Regards,

BasilDV

[BasilDV]

We have received your PM and have arranged a call from our Tech team today between 7PM - 8PM to further test your service.

In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.

Regards,

BasilDV

[mrjin]

Thank you very much.

[Will]

Hi @mrjin,

It seems like you were contacted already by one of our Technical Specialists today. Based on the tests performed during the call, you were at least getting 90Mbps download speed. Though I can see that there's an agreement for them to contact you tomorrow again for a follow up.

Let me know if you require additional assistance.

Regards,

[mrjin]

Hi @Will ,

Thank you for following up. You were right, yes there was a call at around 7pm from your side and when she contacted the speed test result was around 90 Mbps. However, the speed dropped to 14 Mbps around 8 PM then bounced back to around 50 Mbps around 9 PM. The situation seems to be very volatile and there was no changes in our end. Based on the finding so far, the most likely reason is network congestion. I'm wondering if it's possible to set up a monitoring for bandwidth usage in my area and then if my speed test result drop during then peak, then we can say for sure it was that. How does that sound? Anyway, let's see what would turn out tomorrow.

[Riezl]

Hi @mrjin, we can see that our Technical Team has been in touch yesterday and was able to confirm that the connection is working fine at the moment.

If the issue persists, please let us know so we can investigate further. Thank you.

[mrjin]

Hi @Riezl,

Thanks for following up. The connection is now much better, and did not encounter something like 0.8Mbps in the last two days. However, still not yet as good as the plan promised(~60 Mpbs around 8PM). I'll keep an eye on it and will contact again if it gets worse.