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NBN50 to NBN100 no speed change

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Level 3

Hello

 

I have made a plan change from 50 to 100 but I am not seeing any change of speed. I have turned off/on both the NBN box & the TGP supplied router after reciving the completed email. I have also logged into the VR1600V & done an internal reboot.

 

Speed test on Wifi is D26.3 U37.8

http://tpg.speedtestcustom.com/result/55803d20-f776-11e9-a021-bd3fb34d63c6

 

Speed test on LAN (PS4 is the only device I have with a LAN port) D46.4 U33.3

 

Both speeds are within the normal fluctuations of our 50 plan.

 

Could you please check & see if the change over has actually happened or if I need to do something else on my end?

 

Thanks

 

Jake

1 ACCEPTED SOLUTION

Accepted Solutions
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Moderator

Hi @JakeRichards

 

I'm glad that the speeds are back up now. I'll advise our Technical Team to close the ticket from their end.

 

On the other hand, your modem already has the latest firmware version.

 

Regards,

Will

View solution in original post

10 REPLIES 10
Highlighted
Level 3
Anyone able to help?

Thanks

Jake
Moderator

Hi @JakeRichards 

 

Thanks for raising this with us.

 

We checked the account and it appears that the upgrade to NBN100 has been successful.

 

We've reset your NBN connection remotely to refresh your service. Please check the speed if it's still giving you an NBN50 range of speed or if it improves.

 

Regards,

BasilDV

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Level 3

Hello

 

Sorry for the late response.

 

Still no better unfortunately, please see links below.

 

Today on lan.

http://tpg.speedtestcustom.com/result/e3be68d0-035d-11ea-9e2c-814a4cc1205d

Today on wifi5

http://tpg.speedtestcustom.com/result/ec4acbd0-0360-11ea-9e2c-814a4cc1205d

Today on wifi2.4

http://tpg.speedtestcustom.com/result/91e868e0-0361-11ea-9e2c-814a4cc1205d

 

Wifi distance or device makes no difference.

Lan cable, port,device or connection speed 100 & 1000 makes no difference.

 

If the connection is ok could we be looking at a router (VR1600V) or setting issues? 

 

Thanks

 

Jake

Highlighted
Moderator

Hi @JakeRichards

 

Thanks for providing all the speedtest result. 

 

I have organised a contact to be made tomorrow, 11 November between 5PM-6PM QLD from our Technical team to perform troubleshooting along with you and to determine any underlying cause of the connection issue. 

 

Should you have another preferred time, feel free to let us know so we can inform their team. 

 

Thank you. 

Highlighted
Level 3
Hello

As of this morning both wifi & lan speeds are back up to 90+.

Maybe hold off on the call and i will monitor the speed over the next couple of days.

Could you please check / update the routers firmware if required?

Thanks

Jake
Highlighted
Moderator

Hi @JakeRichards

 

I'm glad that the speeds are back up now. I'll advise our Technical Team to close the ticket from their end.

 

On the other hand, your modem already has the latest firmware version.

 

Regards,

Will

View solution in original post

Highlighted
Level 3
Hello

Thankyou for checking the firmware. I will monitor the speed for now.

Thanks

Jake
Highlighted
Moderator

You're welcome, @JakeRichards

 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support
 

Cheers! 

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Level 1b

I have changed my plan to the highest speed of 100mps but I am getting only 16.50mps which is redicoulous