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.
Thanks for sending me your account details. We ran initial test on your service and it shows connected for 17h 53m and getting a passing speed on line. As you mentioned on your Private Message you only get 7-8mbps while the sync rate on the 17000-18000kbps.
We'd like to confirm on which device(s) you experience this speed issue. Have you tried to run a speed test (www.speedtest.net) using a desktop/laptop connected via LAN/Ethernet cable? If so, please post a screen shot of the test result on this thread.
We'll wait for your post. Cheers!
The issues seem to be on all of our devices, phones, laptops, chromecast etc. We have tried disconnecting various things and testing each device one at a time.
We also get the same speeds over ethernet. Here's a screenshot of a speed test using an ethernet cable
Hi @mackiejd, we'd like to have a technical specialist contact you for troubleshooting. Please PM us your best contact number and most convenient time to receive a call for troubleshooting.
To send a PM, please refer to this link: How do I private message (PM) in the community - TPG Community
Hi @mackiejd, thanks for sending the contact details via PM.
We have already arranged a technical specialist to contact you between 6pm and 7pm Victoria time tomorrow.
Should you need further assistance, feel free to drop us a message. Thank you.
Hope this message finds you well. We've been notified that our Technical Team has been in touch and discussed the details of your speed concern.
We are seeing that your line is up and running with good speed. Should your require any further assistance, feel free to send us a message.
Have a great week ahead. =)
I live approximately 350m from the exchange and the connection details are as follows: SNR Margin 6.0db Line Attenuation 12.5db Attainable Rate 19220 kbps Rate 17238 kbps
The sync rate is good almost 20Mbps
Looks like the issue is coming from local network.
What you can do to further isolate the cause is disconnect one device at a time while doing a speedtest each time you disconnect a device.
This way you can figure out if one of your device is using almost all of that 19Mbps Sync Rate.