Welcome to the Community!
We are unable to locate your account using your community details.
Please send us a private message with your customer ID or username so we can take a look at your account and check the status of the service.
We will wait for your message. Thank you.
Hi @cabbageyee, thank you for providing the account details via PM.
We have checked the status of your connection and we are not detecting any issues with the line at the moment. However, the account has exceeded all the data allotted for the peak hours, which is the reason why the connection is slow.
If you exceed your monthly quota, your connection speed will be slowed down. The slowing down of your connection speed is called 'shaping'. Your connection speed may be shaped to 4Mbps, 2Mbps, 1Mbps, 256Kbps, 128Kbps or 64Kbps depending on the plan you are subscribed to.
Shaping applies only to the time in which the monthly quota has been exceeded (peak and/or off-peak). Please see the product page to check your plan's shaping speed. You may also refer to this link for more information: https://www.tpg.com.au/support/quota_shaping_broadband_offnet.php.
In addition, you can check your data usage by logging in to TPG's My Account:https://www.tpg.com.au/home/myaccount.
Nonetheless, you have an option to upgrade or change your plan as it appears that your current plan is no longer enough for your data needs.
We can have one of our account specialists contact you to further discuss the matter. Please send us a private message with your best contact number and available time to receive a call.