NBN FTTN latency issues and poor speeds on 100/40 plan

[pseudosphere]

After a pretty poor experience joining NBN network about a year ago. I've had a pretty rock solid connection since. Two issues are still spoiling the NBN experience.

First one is latency. I'm an infrequent online gamer but last 6 months or so, I am unable to have a stable connection to play anything. Ping will jump from 100 to 10000 and eventually timeout. I am connected directly to router using lan cable and never had this problem with my previous ADSL2+. provider (iiNET). I can restart router and sometimes get 20 minutes or so before problem starts again. Streaming services like netflix don't appear to be impacted by this problem and dsl isn't dropping out.

This is current errror rate after uptime of 1 hour:

Upstream Downstream

Current Rate (kbps)	10711	43574
Max Rate (kbps)	10802	45967
SNR Margin (dB)	5.7	6.9
Line Attenuation (dB)	41.1	20.9
Errors (pkts)	0	35457

After 18 hours of uptime:

  Upstream Downstream

Current Rate (kbps)	10862	42672
Max Rate (kbps)	10862	43148
SNR Margin (dB)	6.1	6.1
Line Attenuation (dB)	41.7	21.1
Errors (pkts)	15	769620

Edit 28/4/19:  TPG have contacted me and are monitoring connection. I think they have altered my connection settings as they are now a bit slower but errors have all but gone. Last 24 hours:

  Upstream Downstream

Current Rate (kbps)	9056	39674
Max Rate (kbps)	9011	41469
SNR Margin (dB)	6.5	6.8
Line Attenuation (dB)	41.3	20.8
Errors (pkts)	61	26

I have successfully played a few online games and all the previous issues I was having appear to be resolved.

Removing speed related comments as my major gripe was latency and appearantly I fall within the min 30 mps for speed issues on a 100/40 plan. I'll lower my plan once contract is up to 50/20 as  100/40 is not possible at my distance from node.

[Anonymous]

Hi @pseudosphere,

Welcome to TPG Community!

We're sorry to know that you're considering changing provider and we apologise for the inconvenience this issue is causing you.

We value you as our customer and we'd like to help get to the bottom of this.

We have located the account using your community details.

We have checked the status of your connection and we can see an indication that it is dropping out.

We are suspecting a possible line issue affecting the connection stability and the speed.

We have escalated this to our Engineering Team for further investigation and a case engineer will contact you before 3PM NSW time today to discuss the progression of the case.

If there's a need to send a technician, you will be advised.

Should you have a preferred contact number and time, please send it via PM. Thank you.
 

[orbistat]

Hi @pseudosphere It's very clear by your line stats that you have a very poor quality and noisy line. Changing providers won't change that situation, unfortunately it really is up to NBN to resolve that.

[pseudosphere]

Agreed. When we were previously on ADSL, line quality was very poor at times. Telstra was out every few years to repair - usually after poor weather. Now that we are on NBN, I don't know of anyway to test line quality. Also, co-existence mode, will speeds improve once suburb is no longer supporting old network?

[orbistat]

Hi @pseudosphere yes it's virtualy guaranteed that your line will improve once normal transmit levels are in place once ADSL is no longer on adjacent cables, your noise floor should improve and increase stability, the sooner everyone bites the bullet and dumps ADSL the sooner NBN technology can have a chance of meeting expectations.

[Anonymous]

Hi @pseudosphere, our Engineering Team is still monitoring your case and they have tried to contact you yesterday, but to no avail.

Please PM us your best contact number and most convenient time to receive a call so we can have a specialist contact you. Thank you.