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Low upload speed and no home telephone

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Level 3

Since last Friday, I have issues with low upload speed, less than 2mbps (I'm on an NBN50 HFC connection) and yesterday discovered my home phone is not working, can place calls but not receive them. I have contacted support via the mobile phone app and have had some responses, just the usual fault finding steps, which I had performed before logging the ticket. I was informed that I would receive a call from a technician, I assume to again perform fault finding steps but this has not happened.

 

With working form home and school form home my internet connection is quite important. Can my issue be looked into and rectified ASAP?

 

I have isolated my router for speed testing, reset it to factory settings, this has not resolved the issue, I believe the issue is up stream from my house.

 

EDIT: Outgoing calls are from a Perth number (08), I am in Sydney (02). I am able to call the 08 number and my home phone rings! HOW IS THIS POSSIBLE? I am unable to make changes to the phone portion of the router as TPG lock the router and won't supply this information to allow me to use my own router..

1 ACCEPTED SOLUTION

Accepted Solutions
Level 3

Resolution: Faulty Huawei router replaced with a TP-Link one. The previous router lasted a bit over 12 months let's see how long this one lasts.

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5 REPLIES 5
Moderator

Hi @anmiller67 


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

Level 3

Hi David,

 

I used the app to log the initial issue, it was able to check my internet as being OK but when I tried the speed test it would always fail.

Moderator

Hi @anmiller67 

 

I have escaleted this to our engineers to call you back ASAP within 48hrs to help resolve your phone issues.

Have you changed modems recently? If you can write down the MAC ADDRESS (written on modem sticker) and have that handy when they call it will help.

 

The NBN tests are passing for your NBN-HFC  50/20 speed at the moment, but the call back will assist you further,

 

Thanks,

 

 

Level 3

Hi David,

 

No changes at my end, the same TPG supplied router is in use.

Level 3

Resolution: Faulty Huawei router replaced with a TP-Link one. The previous router lasted a bit over 12 months let's see how long this one lasts.

View solution in original post