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Issues with new FFTN connection

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Level 1c

Hi, im part of the 3END-01 region and got connected to nbn only a few days ago. I signed up to the 100mbps plan but unfortunately I am only receiving speeds between 6-9 mbps.

 

One issue that we did know beforehand from previous ISPs (Optus and Telstra) is that the copper lines to my house is most likely damaged - reason unknown - as previous speeds were very poor. Previously, i was receiving less than 1 mbps and the phone line was constantly noisy and could not hear clearly. The adsl speeds would vary from 200kbps sometimes up to 900kbps. Another major issue was when receiving a phone line call, the adsl would drop out. Most of these issue when reported to previous ISPs were responded by - the copper line cables are most likely damaged. 

 

What actions should I take? Can TPG run new copper lines? Can TPG send specialists to find the noise faults and fix it?

 

Thanks.

7 REPLIES
Moderator

Hi @afzalnur,

 

Welcome to the community! I'd like to help and see the status of your service.

 

I tried to use your community details to pull up the account unfortunately no match.

 

Kindly PM me your account details (Username/Customer ID or Contact number associated with the account).

 

Regards,

Moderator

Hi @afzalnur,

 

Thanks for sending me your details. I will run initial tests on your connection and get back to you as soon as I got the results.

 

Regards,

Moderator

Hi @afzalnur,

 

I've seen that this issue has been escalated to our Engineering  Team and it is now under assessment.

 

At the moment our Engineering Team raised this issue to the NBN Co. and waiting for an update.

 

I will keep an eye on this case and make a follow up at the same time.

 

Rest assured feedback will be provided where is possible.

 

Let me know should you require further assistance.

 

Regards,

Level 1c

Thank you for taking the time with the engineering team as well as nbn co. I will await your feedback.

Moderator

You are always welcome, @afzalnur.

 

Please be advised that there is an appointment for technician visit is Friday, 27 July 2018, 8:00 AM - 12:00 PM

 

Let me know should you require further assistance.

 

Cheers!

Level 1c
Thanks for sending in the technician, he really helped us out. Could you please PM me his final report so I can keep an official record of it.
Moderator

Hi @afzalnur,

 

I will request this to our Engineering Team. I'd like to confirm if we can send the report to the E-mail Address associated with the account. Else, PM me your preferred E-mail Address.

 

Regards,