Slow internet

[giuseppe1981]

Hi,

My customer ID xxxxxxx.

I just moved the service (ADSL2+) from an apartment to another one.

At the old apartment the speed was good (around 16mb/s) but right now at the new one I’m experiencing very slow connection, the maximum speed in download is 6.20mb/s.

This is unacceptable, I work from home 3 days per week as IT System Administrator and need a decent speed for that. At the moment I can’t work from my place, I’m driving every day to a library or friends house to get a decent internet.

This is causing me so many problems with my job, also the connection would have been up on the 5th of December and it ended up on the 11th after 3 appointments (on the first two no one showed up), so I’ve been 7 more days without internet.

Please do your best to fix the issue as soon as possible. 

Thank you

[Riezl]

Hi @giuseppe1981, we're sorry to know that you're having issues with the speed and we apologise for the inconvenience this is causing you.

As you may be aware, the actual speeds for ADSL2+ services will vary due to many factors including distance from the local telephone exchange, the quality of the customer's copper phone line, cabling and equipment. Other factors include, the type/source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

Considering the factors mentioned above, we're expecting you to get around 4Mbps download and 475Kbps upload speed at this address. Should you wish to get a higher speed, you can consider upgrading to TPG NBN.

NBN is progressively being rolled out in your area and initial checks suggest that your address will be NBN ready on 01 of May 2019.

We can submit an NBN Pre-order application for you now that we will monitor and lodge the same day that your address becomes NBN serviceable. This will get you connected in the fastest possible time frame.

Let us know should you have further queries. Thank you.

[giuseppe1981]

Hi @Riezl,

Basically you're saying there's nothing to do, right?

[Riezl]

Hi @giuseppe1981, we can see that you have been in touch with our Technical Team via email and a callback has been organised to assist you with this concern.

The assigned technical specialist tried to contact you, but to no avail. Please provide us your next availability so we can advise the Team to process a callback. Thank you.

[giuseppe1981]

@Riezl 6pm today would be great. 

But if there's no way to increase the speed, what the technical team will tell me? Unplug the phone cable and plug it again?

[Riezl]

We'll advise our Technical Team and they will check what can be done to improve the speed you are getting at the moment, @giuseppe1981.

Please expect to receive their call between 6PM and 7PM NSW Time.

[giuseppe1981]

Thank you

[giuseppe1981]

Hi @Riezl,

The technical team called me, as expected it was useless. When I asked if they could do something to improve the speed because I work from home and really need more bandwith, they just told me that 6mb/s is the maximum I can get.

I really don't understand how it can be possible in 2019.

Great!!!

[BasilDV]

Hi @giuseppe1981,

There are many factors outside of our control which affect the services, such as the performance of third party suppliers and equipment, force majeure events and quality of the network used by our wholesale provider.

The speed of the ADSL2+ service depends on the quality and distance of the copper cable to the nearest exchange from your premises. The longer the copper cable being used, the slower the speed will be.

In your case, you are about 3.09 Km away from the nearest exchange in which your modem is syncing with a good speed of 7.67 Mbps Downstream and 1.02 Mbps Upstream.

We checked your address and learned that the NBN HFC technology is planned to be available from April - June 2019 (still subject to change). On an NBN service, you have an option to choose from 3 different speed tier. We have our basic NBN12 with a typical evening speed of 10.9 Mbps, standard plus NBN50 with a typical evening speed of 44.5 Mbps and premium NBN100 with a typical evening speed of 78.8 Mbps.

You may refer to our TPG NBN website for more information.

Kind regards,

BasilDV

[giuseppe1981]

@BasilDV you're all giving me this information about the NBN, which is good but not yet available, so it's not useful at the moment.

The matter is, you're selling the ADSL in different areas, I understand that some areas can get slower connection due to the distance from the exchange (in this case almost 4km is too much, you or telstra should build another exchange), but first: dropping from 20 to 7.6 is not acceptable; second: it's not fair that I pay the same money as someone that gets a full speed ADSL. Do you agree?