Slow Internet TPG FTTB for over a week

[Abbacarter]

My TPG FTTB has now been at a max speed of about 29Mbps when I'm on a 100Mbps plan for over a week now.

I've tried restarting the router and checked on multiple devices. It's also not a router issue - I've had the same router for quite a while and previously always got 85-95Mbps consistently.

I don't want to phone TPG and stay on hold for however long just to have a tech ask me about my router etc, when that's clearly not the issue as it has always worked fine.

[BasilDV]

Hi @Abbacarter 

Welcome to the Community!

We were able to locate your account using your community details and have noticed that the modem/router is getting a low connection speed from the server.

This has been raised to our Engineering team for further investigation and updates will be given within 24 to 48 hours via SMS or phone call as soon as it becomes available.

BasilDV

[Abbacarter]

Thanks for this. I was away for the last week, basically out of mobile coverage - so missed quite a few calls to organise the tech to come out.

Funnily enough, after being investigated, my speed has gone back to 85Mbps down, and 31Mbps up - so it seems that the issue has been fixed on TPG's end...

This exact same thing happened around a year or so ago, when I noticed my speed had dropped, raised it with the TPG (after staying on hold forever), and before they even organised sending out an engineer it miraculously rectified itself. It would be ideal if I didn't have to raise this with TPG before they fixed the issue - esp as from TPG's end you can see the low connection speed. It comes across as TPG throttling users where possible, and then unthrottling those who raise it - very suspect in my eyes.

[Anonymous]

Hi @Abbacarter,

We're glad to know that the issue has been fixed. In the event that you experience the same issue, feel free to create a new thread here in our community. 

Cheers!

Thanks for this. I was away for the last week, basically out of mobile coverage - so missed quite a few calls to organise the tech to come out.

Funnily enough, after being investigated, my speed has gone back to 85Mbps down, and 31Mbps up - so it seems that the issue has been fixed on TPG's end...

This exact same thing happened around a year or so ago, when I noticed my speed had dropped, raised it with the TPG (after staying on hold forever), and before they even organised sending out an engineer it miraculously rectified itself. It would be ideal if I didn't have to raise this with TPG before they fixed the issue - esp as from TPG's end you can see the low connection speed. It comes across as TPG throttling users where possible, and then unthrottling those who raise it - very suspect in my eyes.

[Abbacarter]

My internet is back to a slow crawl. 16mpbs down, with a ping of 47; when just a week ago this was 92mbps and a ping of 14.

I've changed nothing on my side, and have freshly restarted the router. This has happened on and off now for months, and every time I complain TPG offer to send a tech out, bombard me with calls (I've been away just after the last few times) and it miraculously fixes itself after I report (without a tech having to come out).

I believe it's something on TPG's end, and would like it looked at ASAP. It's becoming ridiculous that I have to keep requesting TPG provide what I pay for - esp as it was admitted TPG "have noticed that the modem/router is getting a low connection speed from the server.", so it's obviously soemthing they can see is happening on their end.

[Riezl]

We are sorry to know that you are still having issues with the service, @Abbacarter. We'd like to look into this further and arrange one of our Senior Technical Specialists to contact you for assistance.

Please PM us your best contact number and most convenient time to receive a call this afternoon or evening. To send a PM, please refer to this link: How do I private message (PM) in the community