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.
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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.
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?
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.
To conduct a trace route,
On your command prompt, type "tracert <URL of 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.
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.