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Speed Change hasnt taken effect

MurrayAllen
Level 2

I recently updated from the 100mbps plan to the superfast plan.

 

I have received the email noting that

"Your request to change your TPG NBN plan has been completed.

Your new plan is NBN Broadband Unlimited Superfast."

 

I have power cycled my modem 3 times in the time since i received this email.

I have power cycled the NBN box.

I have switched from wifi to direct cable connection.

 

All results in 93-94mbps which is the same as what i was getting on my 100mbps plan.

 

The guidance when switching plans was that it would be in effect immediately after receiving the change completion email.

 

Is there something else i need to be doing for this to take effect?


Thanks

5 REPLIES 5
MurrayAllen
Level 2
Angeli
Moderator

Hi @MurrayAllen,

 

Welcome to TPG Community and thanks for bringing this matter to our attention.

 

I have retrieved your TPG account using your community details and I'll need to send an escalation to our Accounts Team for manual closure of the recent plan change to the NBN Superfast. This may have been the reason as to why you are not achieving the maximum speed offered by your chosen plan. I will be in touch again for updates. Our sincerest apologies for the inconvenience.

 

Regards,

Angeli

MurrayAllen
Level 2

Turns out this was user/configuration error after all.

 

My router and all cabling are capable of gigabit WAN however the surge protected ethernet ports in my UPS are only 100mbps and caused the bottleneck.

Shane
Moderator

Hi @MurrayAllen,

 

I can see that the issue affecting the speed of the service has been raised to our Engineering Team, based on the latest log they tried to contact you yesterday and today but no avail.

 

Please confirm your best contact number and preferred time.

 

Regards,

 

 

Turns out this was user/configuration error after all.

 

My router and all cabling are capable of gigabit WAN however the surge protected ethernet ports in my UPS are only 100mbps and caused the bottleneck.

david64
Level 12

@Shane . Looks like user has figured it out himself. A "user error" as he says.