TPG Community

whipray · ‎20-03-2019

After being on NBN12 for the last 18 months I decided to increase to NBN100 so that I can backup some data to a cloud service.

On 2019-03-11 I received the confirmation email that the change was in effect (Subject: "NBN Plan Change Completed (3739745)"). Excited, I logged in and confirmed that my plan was now "NBN Cable Superfast", so I ran a speed test (https://www.speedtest.net/result/8103090241):

Awesome. I was briefly very satisfied. However, after a few days I noticed that my large uploads were taking much longer than I expected. So, I ran a number of speed tests at different times of the day between 2019-03-15 and 2019-03-20 and the results have been consistently showing a connection limited to 25/5.

The first result (taken 2019-03-11 16:00:00) clearly shows that my connection and equipment are capable of acheiving 100/40, but something has gone terribly wrong since then.

Nothing has changed on my side since the plan change was put in effect.

What is wrong with my connection? When can I expect to get back the 100/40 that I am paying for?

Thanks,

whipray

whipray · ‎23-03-2019

Thanks @BasilDV Just ran a speed test to confirm:

speedtest result: 94.35 Mbps down, 37.35 Mbps up

Nice! I am, very happy

Thanks very much.

View solution in original post

BasilDV · ‎22-03-2019

Hi @whipray,

Welcome to TPG Community!

We were able to locate your account using your community details and have reviewed the account.

It seems that the account is not fully marked off after upgrading to the NBN100/40 speed tier.

We've raised this with our Accounts team and will provide you with the update once available.

We apologise for the inconvenience.

Kind regards,

BasilDV

whipray · ‎22-03-2019

Thanks @BasilDV that sounds promising.

I'm looking forward to hearing the update.

Cheers,