NBN slow speeds and really high ping

[lreston03]

NBN 100 connection experiencing extremely slow connection and has pings upwards of 500ms to sydney from the gold coast. Sync speeds on the modem itself indicate it is syncing at the full 100mbits but speed tests do not reflect this and after countless restarts, factory resets and trying different modems the problem still persists.

[BasilDV]

Hi @lreston03 

Welcome to TPG Community!

We were able to locate your account using your community details and understand that you've been in contact with our Tech team.

The case was lodged with our Engineering team for further investigation and an update will be given via SMS or phone call within 24 to 48 hours.

In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.

Regards,

BasilDV

[lreston03]

The same problem has reared its head today. Woke up to really high ping again and about a quarter of the speeds we usually receive.

http://tpg.speedtestcustom.com/result/13a3da50-4b00-11ea-95f3-770207d183bb

[BasilDV]

Hi @lreston03,

We've tested the line and was not able to detect any fault within the NBN network.

The modem is getting a good sync speed with a Downstream rate of 107.77 Mbps and Upstream rate of 42.99 Mbps.

Did you test the speed via Wired or Wireless connection? Aside from turning off and on the modem, what are the troubleshooting that you've already performed?

BasilDV

[lreston03]

Performed with a direct wired connection with the wifi turned off on the modem itself. Have just factory reset the modem just waiting for it to come back online. However this is the second time this has happened and no troubleshooting steps fixed it last time and I even tried another mldem

[lreston03]

Have tried another modem once again and am still having the same issue. 

[BasilDV]

Thank you for the update @lreston03

To make it easier for us to identify the exact nature of the problem, we'd be asking you to conduct a series of tests with your network.

Please run these test twice for comparison, one in the morning and another in the evening.

Please take your time into conducting these tests and just send them to this email so we could forward it to our Network Engineers.

I. CONTINUOUS PING:

    To conduct a continuous ping, ensure that none of your other PCs are doing internet activity.
        Open up the command prompt of one of your PCs.
        Then kindly conduct ping tests to the following:
         
            Modem Gateway (depending on the make&model of the modem, example: 192.168.1.1)
            Command: ping 192.168.1.1 -n 1000
            TPG website: tpg.com.au
            Command: ping tpg.com.au -n 1000

Wait for the test to finish and for the PING STATISTICS, found at the end, to show up.

II. TRACEROUTE

    To conduct a trace route,
        On your command prompt, type "tracert <URL of website>".
            TPG website
            Command: tracert tpg.com.au

Wait for the traceroute to finish and take a screenshot of the results.

III. SPEED TESTS:

    For speed tests, please run the speed tests at the TPG website, found here:  http://www.tpg.com.au/support/speed_test.php
    Please just get a screenshot after the test is complete.
    Please don't forget to indicate the timestamps for these tests.

Just send the screenshot or copy of the ping statistics to me via PM.

BasilDV

[lreston03]

Have just sent the screenshots via pm

[BasilDV]

Hi @lreston03

We've escalated the case to our Engineering team for further investigation.

We've responded to your PM. Please forward the screenshots to the email address that we've provided.

Further updates will be given via SMS or phone call using the phone number that we have on file.

BasilDV