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Very slow internet- bad wi fi

Level 1
Since we moved to TPG on a nbn plan we are not happy at all. The speed is ridiculously slow, wi fi modem (Huawei )that was provided by Tpg is bad, dropping very often and signal is very bad. Called Tpg many times but as always everything is fine. Customer service is very bad. Got upgraded from 25 mbps to 50 mbps and the speed is the same. Called customer service about that and the answer was we can move you back to 25mbps plan again. How arrogant.
4 REPLIES
Level 4

I am curious, where are you located, and what kind of NBN are you on, and what kind of download speeds are you getting?

I am connected to the NBN over HFC  at 12Mbps(HFC is not my first choice, although from what I have read, bandwdith on HFC can exceed gbps) and I have noticed download speeds exceeding 1Mbytes per second, which is very close to the theoretical 12Mbps. Overall I am very happy with my connection, my only concern being how adversely will the speed be affected when all the households in the neighbourhood connects to the HFC?!

Regards,

Robert

Moderator

Good day @jasenka1.

 

Welcome to TPG Community!

 

We were able to locate your account using your community details and have run some remote test with your NBN FTTN service. We are unable to detect any fault on the network and it seems that the speed is good.

 

There are ways to improve the WiFi connection at home. You may refer to this link.

 

We will arrange a call from our Senior technician to look into the speed issue. Please shoot me a private message of your preferred time and best number to be contacted.

 

Kind regards,

Level 1a

You guys are complaining about how you're getting bad 25mbps and upgrading and stuff. Whereas im the one stuck on a 3 mbps MAX download speed. Yes, MAXIMUM. I can't go any higher but i can go lower. I've never experienced anything higher than 4mbps. I actually never knew you could go up to 25mbps which amazes me which, all the more makes me fustrated and upset at TPG. What on earth is my wifi then? NetGear N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700v2 (No NBN). TPG username: maxxxxx

3 mpbs, let me just emphasize that. My friend showed me he was running at 50 mbps, his internet provider was Optus. And i know NBN makes a difference. However i still doubt that. I have 2 routers at different locations and one of them has NBN.

Moderator

Hi @winston181,

 

Welcome to the community!

 

I edited your post for security purposes.

 

I was able to locate your account and ran initial tests.

 

Test result shows your service is currently connected for 6d 21h 36m and getting a passing speed on the line.

 

ADSL2+ connection speed is based on the copper line distance going to the exchange and your service location is 3885m away from the exchange ( This can be seen by visiting this link http://tpg.com.au/maps/ ).

 

Getting 3Mbps download speed on your location is considered passing based on your location.

 

 

In case the speed is not enough for your daily internet activities I would recommend to upgrade your service to NBN service if it is available in your area. I would love to help and have one of our Account Specialists check it out for you.
 

Pm me your best contact number and preferred time.

 

In case you need a reference: How do I private message (PM) in the community

 

Regards,