Slow ADSL 2+ Speed even at 330 m from exchange

[AshishP]

Hi,

I have been using TPG for more than 1 year now. I recently came acorss the TPG network coverage page and found that I should be getting much better speed. I get an average speed of 8 Mbps. I'm about 330m (line of sight). As per the statistics I should be getting 20Mbps. Below are my modem statistics. 

Downstream	Upstream
SNR Margin (dB)	6.2	5.6
Attenuation (dB)	13	26
Output Power (dBm)	20.5	12
Attainable Rate (Kbps)	11184 kbps	572 kbps
Rate (kbps)	9824 kbps	570 kbps
K (number of bytes in DMT frame)	245	27
R (number of check bytes in RS code word)	10	10
S (RS code word size in DMT frame)	0	11
D (interleave depth)	64	2
Delay (msec)	12	5
FEC	240	65529
CRC	3	0
Total ES	2	0
Total SES	0	0
Total UAS	0	0

Today's rate is much better than every day. 

Can someone please help me know why i'm getting low speed?

Thanks

Ashish

[Anonymous]

Hi @AshishP,

Welcome to the community!

The higher sync rate the higher possible download speed you can get; however actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

I'd like to confirm if you get the sync rate details on your modem/router. I tried to use your community details to pull up the account unfortunately no match. To better understand the situation, I'd like to get your account details (Username/Customer ID together with the address on file).

In case you need a reference: How to send a PM.

Cheers!

[AshishP]

Hi @Anonymous,

Thanks for the information. I have shared my info via PM. Please help me with this.

Thanks

Ashish

[Anonymous]

Hi @AshishP,

Thanks for sending me your details. I ran initial tests and it shows the sync speed you're getting on the line is not normal on the other hand no line fault was detected. I woud like to arrange a call from one of our Technicians for further test and investigation.

PM me your best contact number and preferred time.

Cheers!

[Anonymous]

Hi @AshishP,

I've seen that you have been in contact with one of our Technicians and the connection issue has been escalated to our Engineering Team a Field Technician is scheduled to check your service on 02/12/18, 10am-2pm. Let me know should you require further assistance.

Cheers!

[AshishP]

Hi @Anonymous,

I'm now regretting posting in the community and asking for help. I wanted more speed, not reduced speed. TPG technician came and analysed the problem. He concluded that it is a problem with building cabling. He could get 20Mbps at the basement distribution box (MDF). But only 6Mbps from my router. He tried a lot to figureout where in my building there is a short in the cabling. But he couldn't. While I appreciate his efforts to find the fault in cabling, by the time he left i was only getting 3Mbps. I thought this was because it was Sunday Afternoon. Now its Monday morning 6 am and i'm still getting around 3Mbps or lower. I was not happy but atleast surviving with 6-8Mbps of speed. Now i'm doomed to get 3Mbps as TPG is not reponsible for my building cabling. My modem statistics are pasted below, along with a screenshot of speedtest results since Friday afternoon. 

	Downstream	Upstream
SNR Margin (dB)	9.3	8.7
Attenuation (dB)	21	38
Output Power (dBm)	20.5	12.5
Attainable Rate (Kbps)	5032 kbps	264 kbps
Rate (kbps)	3615 kbps	264 kbps
K (number of bytes in DMT frame)	113	38
R (number of check bytes in RS code word)	6	16
S (RS code word size in DMT frame)	0	17
D (interleave depth)	32	1
Delay (msec)	7	4
FEC	4927	262144
CRC	99	0
Total ES	84	0
Total SES	0	0
Total UAS	0	0

Thanks

Ashish

[BasilDV]

Hi @AshishP,

We've reviewed the account and learned that this case is already being handled by our Engineering team.

There was a TPG technician that visited your premises for investigation and found out that the internal wiring of your building is the one who's causing the issue. Based on the report, the technician was able to advised you about the issue and was told that you need to contact your building management for them to fix the wiring.

I will arrange a call from our Engineering team to discuss this further. Please shoot me a PM with your preferred time to be contacted today.

Kind regards,

BasilDV