NBN Slow Speed

[fchen63]

Hello, 

I had nbn installed at my house today and everything seemed to be properly connected. To test the internet, I connected an ethernet cable between my desktop and TPG-supplied Archer VR1600v modem. I eventually had internet connection after a short moment of waiting. However the connection speed is subpar to what it should be (i.e. 44.5Mbps) with download peak speed of 1.4MB/s (according to Steam). Below I have also attached an image of a Speed Test result (Download speed of 11.11Mbps). These speeds are more or less the same as ADSL2+ we had with TPG prior to this. Also, I am concerned the DSL light is off on the modem (don't have a clear understanding of what this indicates). I am in Melbourne.

Kind regards, 

Frank Chen

[Anonymous]

Hi @fchen63,

Welcome to the community!

I was able to locate your account using your community details. The speed test you're getting is passing based on your NBN Plan , NBN12 with 12Mbps download speed and 1Mbps upload speed. If you wish to have a faster speed and upgrade your NBN Plan I would love to arrange one of our Account Specialists to assist you.

We also did an article that will help you choose on what NBN Plan is best for you, please check the link below. Guide to choosing the best TPG NBN Plan for you

Let me know should you require further assistance.

Cheers!

[fchen63]

Hey Shane, when I was on the phone with the TPG employee talking about signing up for NBN, I specifically gave my consent to the $69 bundle, to which I asked at least twice to clarify that it was in fact the $69 with $10 Oztalk add-on. If I am not wrong, The $69 NBN bundle provides speeds up to 44.5Mbps, which is what I was anticipating. I am not sure how I ended up with the 12Mbps bundle instead... I can't even check the plan specifics on my TPG account, it doesn't even show the price I'm paying each month. But nevertheless, can I please get a clarification of any mistakes that have occured or how much I am currently paying? Thanks 

[Anonymous]

Hi @fchen63,

I apologise for the inconvenience it seems that the NBN Plan that was applied to your account was NBN12 for $59.99 + the Oz talk for additional $10.00 at the moment your current monthly fee is $69.99. I would like to arrange one of our Account Specialists to call you to upgrade your plan for free.

Kindly PM me your best contact number and preferred time today.

Cheers!

[Ahra_G]

Good day, fchen63! 

If you still have queries pertaining to your account, I'd be glad to organise a contact to be made from our Accounts Team. You may also try logging in to our website under 'My Account' (https://www.tpg.com.au/home/myaccount) so you can see the specifics of your current plan. 

Thank you! 

[fchen63]

Hey Ahra, sure thing. I will message you privately. Cheers.

[Anonymous]

Hi @fchen63,

One of our Account Specialists tried to call you to provide details of upgrading your account's NBN Plan unfortunately no avail.

If you have time you can call their hotline here. 1300 920 158. Let me know how it will go.

Cheers!