TPG Community

ulicraig · ‎30-08-2021

Hi All,

I have been on the TPG 100/40 for some time and it has been consistently performing well. However between 25/05/21 and the 21/06/21 my upload speed has dropped from around 37Mbps to about 4.5Mbps. I did get an SMS from TPG saying there would be "NBN Planned maintenance in your are 31/05..." It would appear since this maintenance my upload speeds have been affected. Download speeds have not been addected.

So I factory reset my modem (supplied by TPG) and power cycled the FTTC box a number of times over a number of days without any change in upload speeds. I have removed everything from my network (including disabling WiFi so no devices were connected that way) and plugged directly into the router with a LAN cable and still get poor upload speeds. I have tried about every combination of “ons and offs” I can think of, all with the same speed results.

I have used speedtest.com and TPG's own "custom" speed test (http://tpg.speedtestcustom.com/) at various times of the day and night. Both show a 'stable' download/upload speed, i.e. no fluctuations in speed. I have results history on my phone (but that is WiFi and they won't look at that), unfortunately I do not have the history from my LAN cable tests on my PC which showed exactly the same thing.

Can anyone give me some advice on what else to test/check? I tried to contact TPG but they said that my connection was "stable" and that the issue was on my side likely due to WiFi issues (despite doing factory resets and being plugged into their modem with nothing else connected). I was also told to call them in business hours for some reason (*shrugs*) and so it is hard to talk to anyone on their side about it.

I am thinking I may have to abandon TPG and move to another provider as they don’t seem to be interested in checking if there is a fault on their side, rather just saying the slow speed is caused by something on my side.

Ahra_G · ‎31-08-2021

Hi @ulicraig,

We appreciate you raising this concern with us

We'd like to check what can be done and investigate further for any underlying connection issue.

Please send your Customer ID or username via private message so we can assist you better.

Regards,

Ahra_G

ulicraig · ‎31-08-2021

For those interested TPG have again just said nothing is wrong.

“We can confirm that there's no fault within the NBN network and the modem/router is getting a good connection speed.”

No comment on what they have checked or explanation of what has happened. They want to troubleshoot my side *sigh*.

Had a chat to another provider and they said I should be getting the speed I expect, so will change if TPG don’t actually do something in the next few days.

david64 · ‎31-08-2021

Hi @ulicraig .What model router do you have? Are there any bandwidth control or QoS settings?

Is your computer Windows? Use Task Manager networking tab to see there is no other network traffic from Windows. Check it during speed test to compare figues; Task Manager shows Bytes per second, not bits.

Check traffic stats in router before speed test to see there is no other activity.

Can you do these tests from your ethernet computer.

ping -n 10 192.168.1.1 whatever your router LAN ip address is. Response 1 ms.

ping -n 10 www.tpg.com.au response < 10 ms.

tracert -d www.tpg.com.au

ulicraig · ‎01-09-2021

@david64 wrote:
Hi @ulicraig .What model router do you have? Are there any bandwidth control or QoS settings?
Is your computer Windows? Use Task Manager networking tab to see there is no other network traffic from Windows. Check it during speed test to compare figues; Task Manager shows Bytes per second, not bits.
Check traffic stats in router before speed test to see there is no other activity.

Can you do these tests from your ethernet computer.
ping -n 10 192.168.1.1 whatever your router LAN ip address is. Response 1 ms.
ping -n 10 www.tpg.com.au response < 10 ms.
tracert -d www.tpg.com.au

Easy done :-).

Router details (TPG supplied) - Below and attached
Firmware Version: 0.1.0 0.9.1 v5006.0 Build 200810 Rel.53181n
Hardware Version: Archer VR1600v v1 00000000

Bandwidth control - Off. See attached

Windows network usage - All quiet :-) i.e. I can also confirm Windows (or any other application) is using the network at the time. See attached with trace results.

Network trafic stats - Can not find on the router. But I again turned off WiFi and only had my laptop connected via lan cable.

Trace and Ping - See below and attached

Some recent speed results:

http://tpg.speedtestcustom.com/result/cb682600-0940-11ec-8fb7-531a598b052f

http://tpg.speedtestcustom.com/result/15dad140-0948-11ec-81eb-23208f940b59

http://tpg.speedtestcustom.com/result/c6fa4670-0ab2-11ec-b1f3-49014b72b34d

Thanks
Craig

C:\Users\craig>ping -n 10 192.168.1.1

Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.1.1:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\Users\craig>

C:\Users\craig>ping -n 10 www.tpg.com.au

Pinging www.tpg.com.au.cdn.cloudflare.net [104.18.10.61] with 32 bytes of data:
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=7ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=7ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58
Reply from 104.18.10.61: bytes=32 time=8ms TTL=58

Ping statistics for 104.18.10.61:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 8ms, Average = 7ms

C:\Users\craig>
C:\Users\craig>tracert -d www.tpg.com.au

Tracing route to www.tpg.com.au.cdn.cloudflare.net [104.18.10.61]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 4 ms 3 ms 4 ms 10.20.25.179
3 8 ms 7 ms 9 ms 60.240.23.2
4 9 ms 13 ms 14 ms 202.7.173.89
5 8 ms 8 ms 7 ms 203.29.134.18
6 14 ms 13 ms 9 ms 108.162.247.12
7 8 ms 8 ms 8 ms 104.18.10.61

Trace complete.

C:\Users\craig>

david64 · ‎01-09-2021

@ulicraig . You have the v1 router hardware with the latest firmware.

When you did the speed tests, did the graph proceed smoothly or stutter a bit?

Can you try a test with these other servers? I get consistent speeds compared to TPG on my nbn25.

Telstra

iiNet in Perth

Lightning broadband - ping response a bit higher

Spintel - as above

Skymesh

ulicraig · ‎01-09-2021

@david64 wrote:
@ulicraig . You have the v1 router hardware with the latest firmware.
When you did the speed tests, did the graph proceed smoothly or stutter a bit?
Can you try a test with these other servers? I get consistent speeds compared to TPG on my nbn25.
Telstra
iiNet in Perth
Lightning broadband - ping response a bit higher
Spintel - as above
Skymesh

Hi again :-)

Yep the speed up/down are "smooth" in each test, i.e. it does not jump around during the test, and have been throughout.

I have tried the different servers (those I could find) and got the same results accross each of the servers. I will re-run the tests and upload the result images tomorrow when I can disconnect everything from the network and not interupt the TV :-)

I have also set up a Raspberry Pi to monitor the internet so I can collect more data.

Cheers

david64 · ‎02-09-2021

@ulicraig . The second address in the tracert should match the default gateway in the router EWAN status. It is a "10" address which is not routable on the internet. It could be the router at the edge of the NBN network before it goes to TPG. There is a delay getting through the NBN network but then little delay getting to TPG. The NBN link can be tested by this:

ping -n 10 -l 29112 10.......

Lower case L for length. Gives about 20 frames up and back.

Best response time on my NBN25 was 60ms. Yours should be somewhat faster

ulicraig · ‎03-09-2021

Here is the result

Pinging 10.20.25.178 with 29122 bytes of data:
Reply from 10.20.25.178: bytes=29122 time=54ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=53ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=53ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=54ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=54ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=53ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=53ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=54ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=55ms TTL=254
Reply from 10.20.25.178: bytes=29122 time=53ms TTL=254

Ping statistics for 10.20.25.178:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 53ms, Maximum = 55ms, Average = 53ms

david64 · ‎03-09-2021

@ulicraig . Can't think of anything else to check. Looks like your connection is under-provisioned on upload.

The long ping test should have been at least two times or even three times quicker than for me.

You could make a new post for this problem with a link back to this one. Copy and paste the URL of the original thread in the new thread.

TPG Community

Upload speed reduced from 35Mbps to 5Mbps