NBN Drops Out When Streaming 4K Content

[Hardy]

Back again and I'm now realising that TPG is one of the worst companies for the future of Australian Internet.

I upgraded my NBN package to 100/40 in the hopes I could stream some games on Twitch without looking like ass. I can stream on Twitch for about 5 minutes before the Internet drops out and the only way of regaining Internet connection is a hard reset to the router. So there goes streaming games.

Weeks go by and not a problem. I decided to purchase a UHD 4K TV and I connect the TV using Ethernet and start streaming 4K content (3840 × 2160) @ about 81000 kbps from Youtube and you wouldn't guess what happens..........the Internet drops out ! So I connect the TV using Wifi and stream the same video but at 2560 x 1440 and not a problem.

Looks like TPG can't handle large chunks of data streaming a once. Now keep in mind this is all being done at peak hours* and I'm the only one in the house. Everything is off besides my phone. The fault could be with the supplied Netcom router but I really don't know all I know is that I can't stream any high resolution content during peak hours*. Works fine during the day but I work a 9-5 job like a lot of people.

Sorry for the rant but when you pay top dollar for their top service you would think you would get top results. 

[Anonymous]

Hi @Hardy,

Thanks for raising this to us. I'd love to help and see what is causing the drop-out.

Have you tried running a speed test on wired connection just to see what speed you're getting on the line?

( if yes, Kindly post the screen shot of the result )

I'd also like to know if you're able to test streaming 4K video on a different streaming site and see if it also happened? (i.e Netflix, Vimeo)

I'll wait for your response.

Cheers!

[Hardy]

Yeah have run speed tests on my main computer that is using Ethernet. Sorry can't post a screen shot as I'm at work but I know at that time I get about 88 down 30 up.
I can stream all the 4k content I want on my main computer but when I connect the tv with Ethernet and load something from YouTube or Netflix it drops the internet.
The WWW. light goes out on the NetComm router and I can fix it with a hard reset.

[Anonymous]

Thanks for the additional details, @Hardy.

I'd like to arrange a call from one of our Technicians for further tests and investigation.

Kindly, Pm me your account details (username/customer ID) kindly include your best contact number and preferred time today.

Regards,

[Anonymous]

Hi @Hardy,

Thanks for sending me your details. I have arranged one of our Technicians to contact you on your preferred time. Please let me know how it will go. :

Cheers!

[Anonymous]

Hi @Hardy,

We can see that one of our Technicians has been in touch with you and the issue is now being fixed. Please let me know should you require further assistance.

Cheers!