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Poor network availability

Mullers83
Level 2
Why is it that our router cannot stream shows? It’s forever catching up and it’s so frustrating to the point I’m going to close this account. I only came across to you as my daughter had a good experience with your company but that is not the case in our location. Please let me know how this can be resolved or I will find another provider.
1 REPLY 1
Shane
Moderator

Sad to learn that you're having issues with the service particularlly streaming videos.

This might be caused of a slow connection, There are different types of speed issues that you may experience:

 

1. Speed issues caused by a line fault on TPG or NBN's network. 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 Speed 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 issues caused by ongoing outage in your area. 

 

I've managed to run remote test on your connection and have detected that your session is working for more than a month now which means the line is stable. 

 

It's possible that the trouble you may be having could be WIFI-related (signal interference, distance, weak signal) if you're using a WIFI connection only. 

 

We recommend having a read on the following articles:

 

• Troubleshooting a Slow Internet Connection

• Easy Steps to Improve Wi-Fi Connection In Your Home

• Wireless Channel on your modem - what is it and why should I change it

 

Let us know how it will go.

 


@Mullers83 wrote:
Why is it that our router cannot stream shows? It’s forever catching up and it’s so frustrating to the point I’m going to close this account. I only came across to you as my daughter had a good experience with your company but that is not the case in our location. Please let me know how this can be resolved or I will find another provider.