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No speed change after NBN50 to NBN100 switch

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Level 3

Hello

 

I recently changed plans from NBN50 to NBN100 (Request: 6437392) but I am not seeing any change in speed.

 

I received the email saying it got changed over (dated: 18-Mar-2020), I have turned power off to the router several times (TP-Link Archer VR1600v), waited 30secs and restarted it. But I get no change in Speed from NBN50. I have also Factory Reset the router and that has not worked either.

 

http://tpg.speedtestcustom.com/result/62d16560-6b4f-11ea-861f-496a8aa7c534

 

Has it actually been changed over or is there something else I am supposed to do?

 

Thanks

 

 

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Level 3

A little too late to be honest.

 

FYI, my speed testing was done from a laptop, being the only thing connected to the router. I had also tuned off both Wifi networks no knew that nothing else was causing incorrect readings. And I was still only getting the same speeds as I was on NBN50.

 

It doesn't really matter anymore, as I have cancelled the account with TPG and established a new connection with a different ISP. Which mind you, in the space of 18 hrs, had me up and running on NBN100 speeds without an issue. One call to Sales to get the account established and one further call to Tech Support to check I was connected to them. And to add insult to injury, their Tech Support phone line only had a wait time of < 5mins at 6pm ACST. So I have no idea what they are doing different to TPG, but hands down a whole lot better IMO. And yet this technical issue I have had with TPG is now into the start of it's 2nd week, with no success at contacting Tech Support through phone or chat when trying everyday multiple times. And any one I did get in contact with, Billing, Plan Change always told me to speak with Tech Support.

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3 REPLIES 3
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Level 3

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Moderator

Hi @quadric,

 

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.

In the event that you experience dropouts via Wireless/Wi-Fi connection we did an article that you may find helpful see links below.

 

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

 

In your case we've seen that our Account Specialists has been in contact with with you and advised the updates. 

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, 

 

 

Highlighted
Level 3

A little too late to be honest.

 

FYI, my speed testing was done from a laptop, being the only thing connected to the router. I had also tuned off both Wifi networks no knew that nothing else was causing incorrect readings. And I was still only getting the same speeds as I was on NBN50.

 

It doesn't really matter anymore, as I have cancelled the account with TPG and established a new connection with a different ISP. Which mind you, in the space of 18 hrs, had me up and running on NBN100 speeds without an issue. One call to Sales to get the account established and one further call to Tech Support to check I was connected to them. And to add insult to injury, their Tech Support phone line only had a wait time of < 5mins at 6pm ACST. So I have no idea what they are doing different to TPG, but hands down a whole lot better IMO. And yet this technical issue I have had with TPG is now into the start of it's 2nd week, with no success at contacting Tech Support through phone or chat when trying everyday multiple times. And any one I did get in contact with, Billing, Plan Change always told me to speak with Tech Support.

View solution in original post