Welcome to TPG Community!
We have located the account using your community details.
We can see that the connection is dropping out and this is possibly causing the speed issue.
We have arranged a technical specialist to contact you between 12PM and 3PM NSW time today for assistance.
Should you have a preferred contact number and time, please send it via PM.
To send a PM, please refer to this link:
Yes definetly get the TPG Tech to test out the Download speed. Did you ever get over 1MB up since moving to 50/20? When I first whent from 12/1 to 50/20 I was getting crap uploads. Ended up finding out there was a setting in the TPG router that was limiting uploads to 1MB. Unticked that and it fixed the problem. Just one thing to check when the tech guy is looking. Keep pushing them until they get your speeds up.
I ended up moving off TPG and going to On The Net. Now getting speeds of 48.5/18.5 on my 50/20 plan which I am very happy with (you never get the full speed )
Hi @Njanda, we can see that our Technical Team has been in touch and discussed the concerns raised.
As advised, the connection is dropping out and it is possibly caused by the modem, thus a factory reset is needed.
Let us know how it goes and if you need further assistance. Thank you.
It was nice to have a technician call me this morning about this issue with his request for me to hard reset the TPG supplied Modem due to him being able to see that it had dropped off and thatthe NBN box has remained online for 4 days.
However I find it VERY, VERY odd that there he confirmed that there is no way to back up my configuration on the TPG supplied modem (TP-Link) ! This is unheard of !
I have over a dozen IP devices, some of which are used for home automation and security useage, for which I have always reserved their IP addresses based on their MAC addresses ! This data will be lost on a hard reset and what will this test prove ?
If I hard reset the box and it drops again = I'm back at square one.
If I hard reset the box and it keeps running for longer than 3 days ... does it mean I cannot reserve MAC addresses ?
If I don't Hard reset the box and it keeps working = all good
I can't help thinking that - why I should make changes at my end when clearly "something" occured this morning AFTER I logged this fault which restored the data rate. "Something" was done remotely to fix the connection.
We are glad to know that the speed has improved, but we'd like to also make sure that your connection will remain stable, @Njanda.
We are suspecting a possible modem issue, thus you were advised to perform a hard reset. We know that this is not convenient for you as you will need to reconfigure the settings, thus we'll request a modem replacement instead.
Please PM us the shipping address so we can send the request.
We'll wait for the details. Thank you.