Internet Nightly Issues 6326263

[sponge09]

I'm Having issues most night during peak times disconnecting me from the game I play Division2. plus getting some real bad speeds. 

This is happening to a lot of tpg customers as per the threads on whirlpool. 

https://forums.whirlpool.net.au/thread/300842r3

https://forums.whirlpool.net.au/thread/3lyz5zn9 (this one has trace routes showing issues) 

My speeds have been really shocking at night with three links to your own speed tests.

http://tpg.speedtestcustom.com/result/863b59f0-87ad-11ea-9e6c-29cc3854344a

http://tpg.speedtestcustom.com/result/171e14f0-87b1-11ea-9e6c-29cc3854344a

http://tpg.speedtestcustom.com/result/171e14f0-87b1-11ea-9e6c-29cc3854344a

As you can see some poor results during peak times. 

I have been a member since Wed, Sep 5, 2018, and been happy overall but in the last month have had real issues during peak times with being able to get a stable connection to the game server in peak rimes 7:30 to 11:00 has been some night where 4 disconnections in 5 minutes making the game unplayable.

I have power cycled the modem and the White fttp box with no luck. 

[David_M]

Hi @sponge09 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[David_M]

Hi @sponge09 

I have checked your NBN-FTTP 50/20 service on our tools, and NBN tests are passing.

Speed tests can go lower when a lot of people are using the service in peak times as the usage is spread over a lot of devices.

Increased wifi can also cause some degradation.

Wireless interference can cause various issues with your WiFi network. If all of your devices connected to via WiFi are affected, then you may need to change some wireless settings. We've created an article that will guide you on How to improve your home network.
https://community.tpg.com.au/t5/Featured-Articles/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Hom...

Regards,
David_M

[sponge09]

I have performed line isolation tests last night with wifi turned off and still had web sites failing to load 100% packet loss runing some trace routes and game servers not even able to connect.

I understand the testes you performed today working fine as the orginal post made was refering to peak usage only I have been able to game for several hrs straight with no issues durning teh day but over the last week I can not hold a connection for 5 minutes before being disconected 

What steps do I need to do to be able to help you resolve the sitiation. happy to run monitoring software to try and diagnose the problem.  

[sponge09]

Speeds were better last night with 30 down and 20 up. acceptable in these times. 

BUT the game server issue still exists a new timed sensitive event came out and tried to do my gaming after 4 disconnections within 15 minutes had to give up. 

Gaming is my release from work and my downtime. no one else in my Australian clan of 30 people are having issues. and during the day no issues. 

I need to get this resolved please is there anything you can do you end or suggestions to do my end. 

I don't want the only solution to be changing providers

[sponge09]

Well, the Same Issue tonight got home had to cook tea and do duties around the house till 10:00 tonight after working all day. to sit down and play a game finally and less than 5 minutes it disconnected me from the server. 

Talking to my wife I was informed the whole family is even having an issue with reliability during the day as well affecting homeschooling. 

Why are we having problems all of a sudden been happy enough with the service over the last few years.

can not contact customer service through the online portal just get

"Our team members are currently serving other customers. We appreciate your patience. Please try again later."

Did on two occasions get through to where I was informed someone would be with me shortly waited over an hr on 1 occasion and two hrs on the other occasion tying every 30 minutes I'm still here and no response  

(well to be fair I did get a response 10 hrs later as the service desk closed for the night and someone responded first thing in the morning say they needed my name- it was statted in the ticket with my customer number when I opened chat)

[MisterG]

I have multipe outages per day. I have tried this forum. I have tried the phone support. I have tried the online chat. I knew TPG support was bad but a complete non response after extended time is pretty poor.

I am in the IT industry and part of our remit is to assist those to work remotely which I do 100% currently. This obviously presents issues. I certainly cannot recommend TPG as a reliable provider to those I work with and if I dont get some stability soon, I'll simply jump providers. TPG are simply too unresponsive. Was looking at the Telstra NBN plan which offers 4G fallback in the event of NBN drop. The 4G speed is not that great so would not help your gaming situation but would certanly assist your family.

[David_M]

Hi @sponge09 

Look, honestly, NBN-FTTP is normally the best technology and has very little faults as a whole.

Most faults with FTTP is normally modem related.

Can you possible try a different modem for better TS?

If a different modem has the same issues, we have better weight to lodge a fault NBN based on passing tests in systems.

thanks,