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Nbn Line sync speed has dropped by roughly 10-15 Mbps

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Level 3

Hi im on a NBN 50plan with a FTTN connection: this morning i had to restart my modem to get my internet connection working again. I logged into my modem and noticed my maximum downstream line rate has dropped from roughly 55000 kbit/s to now only 40065 kbit/s 

Im on a nbn 50 plan and have always been able to reach almost the maximum speed. Modem is connected directly to the wall and is the only connection coming in from the street. 

I conducuted a speed test today using your speed test tool with my modem connected directly to my computer and have noticed the loss of 10-15 Mbps. 

http://tpg.speedtestcustom.com/result/165cfce0-245e-11ea-b7dc-29e2eb13bd6c

 

Any help on outages or if my connection needs resetting would be greatly appreciated. 

 

Thanks in advance. 

 

15 REPLIES 15
Moderator

Hi @rojtel,

Welcome to TPG Community!

We'd like to check what is causing the issue and help with the resolution.

Please PM us your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link:How do I private message (PM) in the community

Level 3

Hi, PM sent with all info.

 

Thanks in advance. Speeds still slower today. 

Moderator

Thanks for the details, @rojtel. We'd like to arrange one of our senior technical specialists to contact you to address the concerns raised. Can you PM us your best contact number and most convenient time to receive a call for troubleshooting?

Level 3
Yep sure I'll send through some details.
Moderator

Thank you, @rojtel.

 

We'll arrange a call from our Tech team between 6:30PM - 7:30PM today.

 

BasilDV

Level 3
Ok thanks you i have my phone ready.
Moderator

Hi @rojtel
 

We understand that our Tech team has been in touch and the connection is under monitoring.

 

Should you require further assistance, please let us know.

 

BasilDV

Level 3
Hi @BasilDV thanks to the tech team calling through. A reset did not make the line speed better, while it is within the acceptable range it's disappointing that it has dropped so much. I will try to see if I still have a screenshot of the line sync data from when I first moved in. I think I might purchase a new modem after Christmas to see if it gets better.
Do you guys have a list of FTTN recommended modems at all?
Level 3

Ok so the file attached in this message is a screen grab of my modem sync from when I moved in in 2017 around the month of May. The downstream line rate was only 28101 kbit/s as I was on a 25 Mbit plan at the time but you can see that the maximum downstream rate (sync speed with node) is 54779 kbit/s and maximum upstream rate is 21599 kbit/s
The second photo taken this morning after speaking with tech support on the phone last night and resetting the modem shows the maximum downstream line rate at 39878 kbit/s and maximum upstream rate at 9329 kbit/s which is significantly lower. 

Can you please review the images as a point of reference please?