North Sydney - unreliable connection

[extraspur55]

I switched from a 59 pm plan to the 89pm month plan so I could get more reliability, better speed and less drop outs. However, I still experience the same frequent "unreliable connection" issues, drop outs and frustrations that I did before. I am an English teacher and my classes are now online - so the quality of the connection is absolutely critical.

I often do speed tests and the feedback I get is that I'm not getting what I am paying for. What is the solution???

Please help ASAP ! 

[BasilDV]

Hi @extraspur55.

Welcome to the Community!

We were able to locate your account using your community details and the status of the connection seems stable.

If you are using a WiFi connection, then signal interference is causing the issue.

We've created some articles that will help you improve your home network and guide you to troubleshoot a slow speed issue.

Here are the links:

• Easy Steps to Improve Wi-Fi Connection In Your Home
• Wireless Channel on your modem - what is it and why should I change it?
• Slow speed issue

Let us know if you need further assistance.

BasilDV

[extraspur55]

I have followed your advice but I continue to have unreliable connections. I am constantly scanning to find the best channel and then resetting my modem accordingly, but the problem persists nevertheless. I have now reduced my monthly account with you to $59 from $89 - and have noticed no difference at all - what was I paying $89pm for??? I hoped a better and mor reliable service. I have called TPG and been switched from person to person this morning - one tech 'expert' there has offered me an upgrade which will mean I will have to change my bandwidth control settings. I am hopeful this might make a more reliable connection.

I have begged TPG to contact NBN to ask them about getting an engineer to come to my property to discuss a FTTP connection. I live in an apartment block where many other people are at home using the internet. I have spoken to them and they all have the same connection issues 'unreliable connection' that I have. I am now speaking to RED an nbn case manager at tpg who is trying to find more info.......  not esp happy with TPG today

[Riezl]

We sincerely apologise for the inconvenience this issue is causing you, extraspur55. We can arrange one of our senior technical specialists to contact you for further assistance, just PM us your best contact number and most convenient time to receive a call tomorrow.

With regard to the request , NBN Co. has acknowledged it and the case manager will contact you once an update becomes available.

[extraspur55]

I am waiting now to see what improvements to the reliability of my connection the changes to the bandwidth will make.

I am desperate to get a reliable connection - without it my business is badly compromised. 

[Riezl]

We understand the need for a stable and reliable connection. In case you need further assistance, feel free to send us a private message with your contact details. Thank you.

[extraspur55]

After spending a lot of time on thursday talking to various people at TPG I was told that I would get a free upgrade and I adjusted the bandwidth settings on my TPlink modem as advised when I received the notification email.

The following morning (Friday) I had a two hour Zoom meeting scheduled (like most mornings). My connection was so poor that I had to hotspot my partner's telephone so I could run this meeting. I ran a speed test and got 2.17mbps download and 1.03mbps upload.

This often happens. I switch to a hotspotted cellphone because the TPG connection is so unreliable. Some times it is fine and I start to relax after a few days without problems, but then my clients can't hear me suddenly and what I'm doing is compromised.   

[BasilDV]

Hi @extraspur55

Thanks for the update.

We've tested the line and it appears that the modem is getting a good connection speed from the NBN server.

Did you test the speed via WiFi? Have you tried to test the speed via Wired for comparison?

How far are you from the modem when you experience the issue? Aside from changing the WiFi channel, is the modem located in the middle of the house and with less interference?

The wireless signal is prone to interference which no ISP can control. 

BasilDV

[extraspur55]

My connection has got worse now. Last night and this morning people couldn't join my zoom meeting - disaster.

I am going to call now and beg for something to be done

[Riezl]

We can see that you have been in touch with one of our senior technical specialists who was able to walk you through with some troubleshooting steps to improve the connection.

We'll see how it goes and if the issue persists, please let us know so we can check further. Thank you.