1 ACCEPTED SOLUTION
Accepted Solutions
Hi there miaandjoe,
As per our PM's
I have had a look at your account and tested your NBN FTTC service and can see all looks good and see no issues.
Your speed is correct to your plan 12/1Mbps
12Mbps to your modem with a normal transfer rate loss of around 2mbps is normal 
ADSL works a bit differently to NBN ..
24mbps speed leaves the exchange going to your home , however the further you are away the more speed loss you incur
Say, you would have to be quite close for 20mbps , ADSL has no set speed it relies on the distance as to what you get at your home..
NBN has much less loss so to speak, and has set plans
12/1Mbps 50/20Mbps 100/40Mbps
With NBN you select the plan you want and the speed associated
You are currently on our base plan,
so for 12/1Mbps plan you are getting the correct speed for your plan..
If this is not quite adequate for your needs might i kindly suggest you look at our plans and upgrading to the next plan would
be at a extra $9.95 monthly and your speed would increase up to 50/20Mbps.
You can upgrade online at anytime through your account or the TPG app and i have provided a helpful link below for you if
you decide you would like to..
You can change your NBN plan online by following the steps at
https://link.tpg.com.au/StRerw
And or watch our video,
https://link.tpg.com.au/S3DXso
All the best
Kind regards
Hi there
Welcome to the community,
Could you please send me a PM (private message) with your CID (customer identication number) or your mobile phone number so can look at this service for you 
kind regards
Hi there miaandjoe,
As per our PM's
I have had a look at your account and tested your NBN FTTC service and can see all looks good and see no issues.
Your speed is correct to your plan 12/1Mbps
12Mbps to your modem with a normal transfer rate loss of around 2mbps is normal
ADSL works a bit differently to NBN ..
24mbps speed leaves the exchange going to your home , however the further you are away the more speed loss you incur
Say, you would have to be quite close for 20mbps , ADSL has no set speed it relies on the distance as to what you get at your home..
NBN has much less loss so to speak, and has set plans
12/1Mbps 50/20Mbps 100/40Mbps
With NBN you select the plan you want and the speed associated
You are currently on our base plan,
so for 12/1Mbps plan you are getting the correct speed for your plan..
If this is not quite adequate for your needs might i kindly suggest you look at our plans and upgrading to the next plan would
be at a extra $9.95 monthly and your speed would increase up to 50/20Mbps.
You can upgrade online at anytime through your account or the TPG app and i have provided a helpful link below for you if
you decide you would like to..
You can change your NBN plan online by following the steps at
https://link.tpg.com.au/StRerw
And or watch our video,
https://link.tpg.com.au/S3DXso
All the best
Kind regards