Hi @emilyzhang77 ,
Thanks for raising this to us, we're sad to know that you're having connection issues with the service. Please perform a speed test using a desktop/laptop connected via LAN/Ethernet cable, in the event that desktop/laptop is not available you may use the Smartphone connected via Wi-Fi. and post a screenshot of the test result on this thread.
Once test is made, reboot the modem/router for 3-5mins and re-run another speed test using the same device and see if there is an improvement with the speed, this should fix the buffering the of video streaming online.
Let us know how it will go.
Recently a few days, my NBN watch stream very slow. Netflix no move at all. YouTube, ondemond all are very slow. Always a circle in the middle of the screen.
My plan is $69.99 a month.
My address is Albanvale.
Looking forward to some answers.
Thank you so much for your reply and advices!
I answer the questions one by one.
1. All the devices in my house link the internet by wifi, no cable at all. So did one screenshot on my laptop, and some more screenshots on my mobile.
2. Sorry I don't know what modern is, but I think the white box with some green lights on should be. So took photos of the front and the back of it. I attached the photos, could you please check it for me and tell me how to restart it.
3. I used the speed test on TPG website, found my internet speed it quite unstable. Tonight when the stream couldn't run, 9pm to 9.30pm, the speed was from 19 to 50 area, changed a lot.
I attached all the screenshots and photos. Sorry for give you these troubles. Just want to solve this problem.
Looking forward to your reply. Thank you!
Hi @emilyzhang77, thanks for sending these. We have located the account using your community details and we'd like to arrange one of our senior technical specialists to contact you for further assistance.
Please send us a private message with your best contact number and most convenient time to receive a call tomorrow. To send a PM, please refer to this link: How do I private message (PM) in the community