5G Home Broadband keeps dropping off all day today and service has been unstable for a week now

[sanahameed]

Hi,
I have been using the 5G home broadband for over a month now but I have noticed for the last couple of weeks the speed has been relatively slow and very unstable. The downloading speeds drop to 10 or 12 Mbps and sometimes it is like 90 or above and sometimes it loses connection. But today was annoying and frustrating because the service kept getting disconnected and very disruptive, my Sagemcom Fast 5866T Modem keeps rebooting by itself and the downloading speed was sometimes less than 20Mbps and sometimes really high around 96Mbps and it kept fluctuating throughout the day. Please note that I signed up for the Premium package that should provide up to 100MBPS off-peak and it should not be less than 50mbps during peak hour. I have tried to fix the issue but have had no luck. I called the helpline but had to disconnect due to long waiting. I work from home and it is quite embarrassing when my video is not clear and keep getting disconnectede and can't get the done. If it doesn't get resolved then I might switch to another provider.
Thank you

[sanahameed]

I have just read some product reviews now regarding the TPG 5G home broadband service and I think I will be saying Good Bye to you guys forever as I am experiencing similar issues and looks like these can’t be resolved. https://www.productreview.com.au/listings/tpg-broadband-5g-home-broadband

We initially wanted to sign up for the NBN plan but we found out that this will also involve the most annoying NBN Co New Development one-off fees of $300, which of course the owner doesn’t want to pay. I am renting so I don’t think I should be held responsible to pay this fee as I am not the property owner but the Australian Government has not implemented any laws that clarify who should be paying this one-off new development fee of $300/-. I spoke with the NBN and they said the telecom companies can waive these charges if they want to however when I asked the TPG rep. he said ‘no’ immediately as this fee will go into NBN’s pocket, not TPG’s (which makes sense). I believe the NBN should charge this fee to the property owners at the beginning when the NBN is being installed.

[Angeli]

Hi @sanahameed, 

The actual speeds may vary due to factors such as the time and place you are using your data, the number of devices connected to the modem and subject to network traffic priority. You mentioned that the modem is playing up as to which we can conduct further troubleshooting so as to determine if it is causing the slow speed. Send me a PM of your TPG account details along with your preferred callback number and time today; I'll have a tech specialist to ring you for assistance. 

How do I private message (PM) in the community

Regards, 

Angeli

[sanahameed]

Hi Angeli,

Thanks for replying, I have just PM’d you.

Kind regarda
Sana