getting super slow speeds of 10Mbps on a NBN100

[Anonymous]

Hi @careeroffice,

Thanks for raising this to us. Send us your account details (Username/Customer ID together with the address on file) and we'll check what causing drop outs on the service.

Regards,

Us too.

We've been having BIG trouble since 14 August.

The connection resetting up to 100 times / day and 18/18 the maximum speeds.

[careeroffice]

Thank you for picking up on our issues.

Our TPG user name is xxxxx.

See our files attached used all allowed uploads, there are more if you want them.

We have been on Business NBN50 with 500Gb plan running on HFC in Sandgate QLD central area since 8 May 2020.

Advertised speeds are something like 44 Mbps at peak times.

We run a Sonicwall TZ300 behing the Archer Modem (TPG supplied) and all our equipment behind the SW firewall.

The  S/W firewall was crashed on 16 August (never done this in years of operation) the completedisruption by appal-ling service appears to be the likely cause.

See attached print of connection records from "Usage" tab on our account portal.

Issue 2

We decided to upgrade to a NBN 100 plan & did this online today, but the indicated pricing shows our new plan is a non-business plan.

We don't want to short change you, so please check that we are on the correct business plan.

Sorry, we don't know how to pricvate message you. Let us know how we can set things up so our TPG subscription runs at close to advertised speeds with stability.

careeroffice

[Anonymous]

Thanks for the additional details.

I ran an initial test to the service it shows no line fault and dropouts reported on the service. The result shows getting a passing speed on the line.
 

I noticed that the speed test was done via Wireles Laptop, for testing purposes please perform another speed test while the laptop/desktop is connected via LAN/Ethernet cable.

Note: Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

In the event that devices connected Wi-Fi are mostly affected with the speed issue, we did an article that you may find helpful.

This will help you improve the Wireless Connection of the devices 

• Easy Steps to Improve Wi-Fi Connection In Your Home
• Wireless Channel on your modem - what is it and why should I change it?

In relation with your account inquiry, I would arrange a call from one of our Account Specialists to discuss the plans available for NBN-Business. Please confirm your best contact number and preferred time.

For reference:

How do I private message (PM) in the community

Let us know how it will go.

Thank you for picking up on our issues.

Our TPG user name is xxxxx.

See our files attached used all allowed uploads, there are more if you want them.

We have been on Business NBN50 with 500Gb plan running on HFC in Sandgate QLD central area since 8 May 2020.

Advertised speeds are something like 44 Mbps at peak times.

We run a Sonicwall TZ300 behing the Archer Modem (TPG supplied) and all our equipment behind the SW firewall.

The  S/W firewall was crashed on 16 August (never done this in years of operation) the completedisruption by appal-ling service appears to be the likely cause.

See attached print of connection records from "Usage" tab on our account portal.

Issue 2

We decided to upgrade to a NBN 100 plan & did this online today, but the indicated pricing shows our new plan is a non-business plan.

We don't want to short change you, so please check that we are on the correct business plan.

Sorry, we don't know how to pricvate message you. Let us know how we can set things up so our TPG subscription runs at close to advertised speeds with stability.

careeroffice

[careeroffice]

Hello Shane

Your instructions for sending a private message don't work. There is no box in the purple background to your name that says "send a message". It isn't there.

The point of purchasing an internet service for a business, is that you can expect service when you require it.

The sample of dropouts we sent to you from last week are a good example of non-provision of service.

If you'd like more, we can send them.

Any lack of dropouts etc on our service just now, does not diminish lack of service at the time mentioned, and without any explanation from your side, raises the issue that future dropouts and issues will come up.

If the explantion for failure on your part is that, at the time you check the failure it is no longer current, then that is a facile self-seeking response.

AS IT HAPPENS, the speed on our connection is currently limited to 20 / 20. See the attached tests and the previious file provided.

20 / 20 is not the speed we are paying for, either when we paid for NBN 50, not now that we have started paying for NBN 100.

Your notes about increasing speed of local connection are understood. Our tests show that any speed delivered to the TPG modem is not diminished when passing through the firewall. These tests are regular and were conducted rigorously during diagnosis of the issues.

When will you provide the contracted speeds?

careeroffice

[Riezl]

Hi @careeroffice , we'd like to arrange one of our senior technical specialists to contact you for further assistance. Please send us a private message with your best contact number and most convenient time to receive a call tomorrow.