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Slow speed issue

Manuel
Community Manager Community Manager
Community Manager
‎29-10-2017 11:46 AM

This article provides you with our recommended steps when you experience slow Internet.

 

Before you begin, it is important that you switch off or disconnect all devices in your home that are connected to the Internet including mobile phones, computers, gaming consoles and smart TV. Make sure that these devices remain switched off or disconnected throughout the steps in this article.

 

 

Steps to Follow

 

1. First, we need to know what speed you are getting. Do a TPG speed test on a computer or mobile device and make a note of the download speed from the test result.

(If you're using Wi-Fi, please stand next to the modem/router to do the test).

 

 

It’s important that you make note of the download speed just like this example:

 image.png

 

 

2. Now we need to understand what TPG plan you’re on. If you’re unsure, check the email you received from TPG at the time your service was activated.

(Just search for TPG service active in your email inbox to find this email)

 

 

3. Select the plan you’re on from the table below, and then compare it with your speed test result and see if it’s above or below the Minimum Acceptable Speed.

 

Guideline for Minimum Acceptable Speed of TPG plans

image.png

 

 

  • If your speed is below the Minimum Acceptable Speed, click here.

 

 

  • If your speed is above the Minimum Acceptable Speed, click here.

 

 

 

 

→ You've Determined: Your speed is below the Minimum Acceptable Speed

 

Your speed issue could be caused by the Wi-Fi network. We want to eliminate this possibility by connecting directly to your modem/router. Please follow the steps below.

 

1. Connect your device directly to your modem/router using an Ethernet cable. The Ethernet cable looks like the image below, there is one included with TPG supplied modems/routers.

 

 image.png

 

 

 

2. Run the TPG Speed Test again:

  • If your speed is still below the Minimum Acceptable Speed, there is no use to troubleshoot further. Call TPG Technical Support at 13 14 23 (option 2) so that we can investigate any issue with your connection.
  • If your speed is now above the Minimum Acceptable Speed, click here.

 

 

 

 

→ You've Determined: Your speed is above the Minimum Acceptable Speed

 

It’s good that your speed is above the Minimum Acceptable Speed. Now, we need to check if your speed is within the Acceptable Speed Range.

 

Select the plan you’re on from the table below, and then compare it with your speed test result and see if it’s within the Acceptable Speed Range.

 

Guideline for Acceptable Speed Range of TPG plans 

image.png

 

  • If your speed is within the Acceptable Speed Range, click here.

 

 

  • If your speed is above the Acceptable Speed Range, click here.

 

 

 

 

→ You've Determined: Your speed is within the Acceptable Speed Range

 

If your speed falls within the acceptable speed range of your plan, then there should not be any major issue with your Internet connection.

 

Your speed issue could be caused by the Wi-Fi network. We want to eliminate this possibility by connecting directly to your modem/router. Please follow the steps below.

 

1. Connect your device directly to your modem/router using an Ethernet cable. The Ethernet cable looks like the image below, there is one included with TPG supplied modems/routers.

 

 image.png

 

 

2. Run the TPG Speed Test again:

 

If your speed has not improved, please contact us at helpdesk@tpg.com.au and include a screenshot of your speed test result.

 

If your speed is now better, it means there could be a problem with the Wi-Fi signal in your home, please try the following:

  • Place your modem/router in a central position in your home, with clear line of sight to where you use the Internet.
  • If this is not possible, you can purchase a 3rd party device to boost your Wi-Fi signal such as Wi-Fi extender (create a second Wi-Fi in your home – typically cost less than $100), and Wi-Fi mesh (create a seamless, continuous Wi-Fi across your home – typically cost over $200).
  • Alternatively, you can purchase a Power over Ethernet (PoE) adaptor so that you can move your modem/router close to where you use the Internet.

 

 

 

 

→ You've Determined: Your speed is above the Acceptable Speed Range

 

This means your speed meets the Typical Evening Speed of your TPG plan. Typical Evening Speed is a good measure of your connection speed as evening times (7pm to 11pm) are the peak period where most customers are home and using the internet.

 

If your speed is the same or more than the Typical Evening Speed of your plan, then there is no issue with your Internet speed.

 

Typical Evening Speed of TPG plans image.png

 

If you’re still experiencing speed issue, consider the following:

 

1. Try accessing a different website or content. For example, if you are having issue watching Netflix, try loading a video from YouTube instead. If a content from another provider loads faster, it means there is currently an issue with the content provider you’re trying to access. Please contact the content provider to resolve the issue.

 

2. If you have NBN and you’re not satisfied with your speed, consider upgrading to a higher speed plan by clicking here.