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Home Superfast Plan - Complimentary Speedboost email

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eileen25
Level 2
I received an SMS but there is no email. The SMS says it was dated back from the 18/2/21.
How do I check to see if my speed has increased?
Edit: My speed has actually dropped to 38mb
Riezl
Moderator

Hi @eileen25, kindly check the speed using only one device directly connected to the modem via ethernet cable.

If it's not possible for you to check the speed via wired connection, please connect only one device to the Wi-Fi and make sure that there are no programs running on the device background so we can get an accurate result.

Please check the speed here: https://www.speedtest.net/

Please send the screenshot of the speed test result via PM. Thank you.

 

To send a PM, please refer to this link: How do I private message (PM) in the community

prigbye
Level 2
I received an email from TPG saying the speed boost would take effect from 18 Feb, which was 6 days ago. However this has still not taken effect. I have PM'd my details but received the following message in return.

'The Speed Boost should take effect on the date indicated on the email.    I understand that you want the trial service to completely take effect instantly however, the speed increase is gradual as we are migrating a lot of customers'.

Please advise.
Shane
Moderator

Hi @prigbye,

 

Thanks for raising this and sending your details to us, we're able to locate the account. We will raise this to our Account Specialists for further investigation, please confirm the color of  NTD link light status for reference.

 

Regards,

 

 

I received an email from TPG saying the speed boost would take effect from 18 Feb, which was 6 days ago. However this has still not taken effect. I have PM'd my details but received the following message in return.

'The Speed Boost should take effect on the date indicated on the email.    I understand that you want the trial service to completely take effect instantly however, the speed increase is gradual as we are migrating a lot of customers'.

Please advise.
Si
Level 3
Level 3

Also got the SMS yesterday (23/02/2021), no email, stating from the 18/02/2021 I was getting superfast speeds.

Yesterday, using ethernet from my laptop into the router I was getting ~50mbps on a speedtest.net.

Rebooted the NBN box and then the router, was still getting ~50mbps.

Performed a reset on the NBN box, by pressing and holding the reset button on the back with a pen for 10seconds until the NBN box rebooted, then rebooted my router. I was then observing downloads speeds of about ~130mbps to 140mbps - which was nice.

Today however the downloads are back to ~50mbps.

 

Here is a screenshot of my Speedtest results:

image.png

Latest speeds are back to ~50mbps:

image.png

Speeds this morning were at ~120-140mbps:

image.png

Will send my username privately to @Shane 

 

Just ran the test on TPG's hosted speedtest site:

image.png

Edit:

For some reason Bandwidth Control was enabled (not by me) in the router, however only for Upstream.

I've disabled this setting but still not getting the Superfast speeds:

image.png

Shane
Moderator

Hi @Si,

 

Thanks for raising this to us, I was able to locate the account and confirm that the NBN Free boost has already commenced, I will raise this with our Account Specialists Team for further handling and investigation. 

 

We recommend to monitor the speed of the service or perform speed test every 3hrs to check with any changes. 

 

 

Also got the SMS yesterday (23/02/2021), no email, stating from the 18/02/2021 I was getting superfast speeds.

Yesterday, using ethernet from my laptop into the router I was getting ~50mbps on a speedtest.net.

Rebooted the NBN box and then the router, was still getting ~50mbps.

Performed a reset on the NBN box, by pressing and holding the reset button on the back with a pen for 10seconds until the NBN box rebooted, then rebooted my router. I was then observing downloads speeds of about ~130mbps to 140mbps - which was nice.

Today however the downloads are back to ~50mbps.

 

Here is a screenshot of my Speedtest results:

image.png

Latest speeds are back to ~50mbps:

image.png

Speeds this morning were at ~120-140mbps:

image.png

Will send my username privately to @Shane 

 

Just ran the test on TPG's hosted speedtest site:

image.png

Edit:

For some reason Bandwidth Control was enabled (not by me) in the router, however only for Upstream.

I've disabled this setting but still not getting the Superfast speeds:

image.png

Shane
Moderator

Hi @prigbye,

 

Thanks for the confirmation, this has been escalated to our Account Specialists for further investigation, we recommend to perform speed test every 3hrs starting tomorrow to check improvement with the service. Let us know should you require further assistance.

 

Cheers!

 

 

I received an email from TPG saying the speed boost would take effect from 18 Feb, which was 6 days ago. However this has still not taken effect. I have PM'd my details but received the following message in return.

'The Speed Boost should take effect on the date indicated on the email.    I understand that you want the trial service to completely take effect instantly however, the speed increase is gradual as we are migrating a lot of customers'.

Please advise.
Rsmck
Level 2
Hi riezl

After a power outage yesterday the speeds have reverted back to 50mbps.
Whatever change tpg implemented last time has not survived the reboot.
I have since rebooted both nbn and tpg modems and there has been no change.
Thanks
Riezl
Moderator

That's very strange, @Rsmck. Please send us a private message with your best contact number and most convenient time to receive a call this afternoon or tomorrow s we can have one of our senior technical specialists contact you for further assistance.

ev0luti0n
Level 2

Hi Mods,

 

I have the same issue. Have disabled the bandwidth control and I'm getting about 59Mbps up and 8.3Mbps download speeds on the 50 MBps package. Ive reset the router and NBN unit and not seeing any boost on my device connected via ethernet. Also, If i click on a Mods username, I dont see any option to PM. Ive checked my priviledges and apparently I dont have any to send direct messages...   . Any adivce mods?