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nbn 50 upgrade to nbn100, but problem still persisted

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Level 1c

Hi TPG Support,

 

As my nbn50 keeps dropping out and I didn't receive any meaningful feedback from TPG support, I have no choice but to upgrade my nbn50 to nbn100. The plan is called nbn cable superfast. But I am disappointed that the network speed is still low.

download 38.9mbps, upload 7.3mbps  http://tpg.speedtestcustom.com/result/53b75250-6e7a-11ea-8133-099a72c7d244

download 40 mbps, upload 12.5 mbps http://tpg.speedtestcustom.com/result/d61d2080-6e7a-11ea-8133-099a72c7d244

download 38.5 mbps, upload 7.2 mbps http://tpg.speedtestcustom.com/result/01f83d20-6e7b-11ea-8133-099a72c7d244

All these test is with ethernet connection, not wi-fi. That is the speed from coming out from the router directly with ethernet cable.
What is the spec for NBN 100 evening performance? The tests are around 8:28pm and in one other case, I only have upload in kbps, less than 1mbps.
I really think you should look into the issue. I have already paid 89.99 with the upgrade.
Thanks & regards,Ka

4 REPLIES 4
Highlighted
Level 1c

Hi TPG Support,

I have no choice but to upgrade my nbn50 to nbn100. The plan is called nbn cable superfast. But I am disappointed that the network speed is still low.

download 38.9mbps, upload 7.3mbps  http://tpg.speedtestcustom.com/result/53b75250-6e7a-11ea-8133-099a72c7d244

download 40 mbps, upload 12.5 mbps http://tpg.speedtestcustom.com/result/d61d2080-6e7a-11ea-8133-099a72c7d244

download 38.5 mbps, upload 7.2 mbps http://tpg.speedtestcustom.com/result/01f83d20-6e7b-11ea-8133-099a72c7d244

All these test is with ethernet connection, not wi-fi. That is the speed from coming out from the router directly with ethernet cable.
What is the spec for NBN 100 evening performance? The tests are around 8:28pm and in one other case, I only have upload in kbps, less than 1mbps.
I really think you should look into the issue. I have already paid 89.99 with the upgrade.

Will I be able to get my refund since the performance is far from what is specified in the plan??
Thanks & regards,Ka

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Level 1c

The plan is so called NBN Cable Superfast but actually it is SuperSlow.

Is there anyway to improve it? I am already on ethernet cable.

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Level 1b

I received confirmation today that my plan had been successfully upgraded from 50 Mbps to 100 Mbps and have experienced no speed upgrade either.  I am getting similar download speeds to you, but better upload speeds.  I have restarted the NBN router but no change. When I went in to my router I found that QoS was configured and set for the old speeds.  When I refreshed the bandwidth, I then got the better speeds (~91/~38).

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Moderator

Hi @ikflc,

 

 

There are different cause of Transfer/Speed Issue that you may experience.

  1. Sync Speed Issue, this speed issue is caused by a line fault on TPG (If you're with ADSL2+ or TPG-FTTB) or NBN's network (If you're with NBN service). Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers.
     
  2. Wireless Transfer Rate Issue, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings.
     
  3. Speed/Transfer Issues, this issue is caused by possible loose modem/router connection setup. This can be fixed by re-seating Ethernet cable if the device(s) is connected via LAN, re-seating the modem/router to the wall socket or changing the phone cable used from modem/router to the socket.

    Note: You will need to test multiple speed test when you change Ethernet,Phone Cable to identify the caused of speed issue.
     
  4. Speed Degradation caused by ongoing outage in your area.

In the event that you experience dropouts via Wireless/Wi-Fi connection we did an article that you may find helpful see links below.

 

We have created this article that can guide you on How to Check for NBN Network Outage

 

In your case we've seen that the issue has been escalated and now handle by our Engineering Team. It is still under assessment usually takes 24-48hrs, updates will be provided when it becomes available via SMS or Phone call.

Regards,