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No connection

Mniroula
Level 1a
Level 1a
‎27-03-2020 08:53 PM
I have been having slow to no speed every night for a month now. I had enough of this rubbish service.
I want to cancel this provider if you can’t provide the service.
You can’t charge me for service that you can’t provide. I’m going to complain at Nsw Telecommunication Industry Ombudsman.
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Shane
Moderator Moderator
Moderator
‎03-04-2020 10:57 PM

Hi @Mniroula,

 

Welcome to the community!

 

There are different cause of Transfer/Speed Issue that you may experience.

  1. Sync Speed Issue, this speed issue is caused by a line fault on TPG (If you're with ADSL2+ or TPG-FTTB) or NBN's network (If you're with NBN service). Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.
     
  2. Wireless Transfer Rate Issue, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.
     
  3. Speed/Transfer Issues, this issue is caused by possible loose modem/router connection setup. This can be fixed by re-seating Ethernet cable if the device(s) is connected via LAN, re-seating the modem/router to the wall socket or changing the phone cable used from modem/router to the socket.

    Note: You will need to test multiple speed test when you change Ethernet,Phone Cable to identify the caused of speed issue.
     
  4. Speed Degradation caused by ongoing outage in your area.

 

We have created this article that can guide you on How to Check for NBN Network Outage

 

In this particular case, we ran an initial test to the service it shows getting a passing speed on the link, We did an article that you may find helpful, this will guide you on how to improve the wireless connection at home. See links below.


Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/  and we'd be glad to assist you.

Regards,

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