Hi, I have TPG NBN FTTN. I set up my lifelong friend's family with the same TPG broadband but they connect lower to save a few dollars. I am free tech support for their house.
Recently their old router's wireless died but prior to that they have had dropouts. TPG has sent out a new HUAWEI HG659 router same model as mine. Their firmware is an older V100R001C216B111. My firmware is the newer V100R001C216B112. My connection is rock solid with rare dropouts. We are about 500 meters of copper from BOTH our houses to the FTTN hub down the road.
I took a screen shot of my routers statistics and theirs to see if there was noise on the copper line between our houses and the Hub and got some weird numbers. I have circled in red the differences. Can someone advise if their connection needs line work. I have to ring on their behalf TPG tech support and want to have some info before the call.
Any help is appreciated.
Welcome to TPG Community!
We have also received your private message and we'd like to look into this further.
Please send us a private message with your neighbor's customer ID or username so we can take a look at the account.
We'll wait for your PM. Thank you.
Hi @spotts, thanks for providing your account details via private message.
At the moment, we are not detecting any fault on the line or network and your connection shows stable based on our initial tests.
As mentioned in your private message, you are also having issues with the speed and decided to downgrade your plan as you are not receiving what you are paying for.
TPG notes the ACCC’s acceptance of TPG’s Enforceable Undertaking relating to the advertising of broadband speeds. We apologise to the NBN customers that have been confused about broadband speeds, the total number of which represents less than 3.5% of our total nbn subscriber base.
TPG has recently implemented the new ACCC guidelines which includes promoting Typical Evening Speeds as well as confirming FTTN/B speeds after activation. We hope that the risks of such confusion will diminish.
We have been contacting affected customers to explain the remediation options available to them.
We have also received your email regarding this matter and this has been forwarded to our Escalations Team. We will make a follow up to ensure that an update will be provided as soon as possible.
We have also checked the status of your friend's connection and we were unable to identify any issues with the line with the modem currently connected, @spotts.
If the issue persists, it would be best for your friend to directly contact us or message us for assistance.
Let us know should you have further queries. Thank you.
Thanks for checking it. My friend has arranged for a replacement router that will fix his problem.
Yeah I downgraded to 50mbps plan as that is all I was connecting anyway. I am very thankful for that speed to tell you the truth. I had 5km of copper to the exchange and had a 1mbps connection which was around 300k download speed. I have around 6mb now so I was one of the winners with NBN.
The government really should have done FTTP and gotten rid of all the copper but oh well. Be thankful for what you got.
I was contacted today about the refund for the slower connection by TPG
Hi @spotts, thanks for getting back to us.
We'll have a specialist contact you to check what can be done to improve the speed you are getting at the moment. Can we give you a ring on the mobile number we have on file? Can you provide us your most convenient time to receive a call for troubleshooting?