NBN internet continually drops out and slow speeds after 9pm

[BenH]

Hi TPG Community,

My NBN internet speed has been consistently dropping out and slowing down significantly after 9pm at night till at least 12am (normally in bed well before then so I haven't checked when it comes good again). The speed is that slow that I am unable to stream even basic youtube videos or surf the web. It effectively becomes unusable between that period. This has been happening for the past week and I am unsure what the fault could be.

Anytime outside of bad period the internet is fine. I have provided a screenshot of the speeds when outside of the bad period. I will also try and grab a screenshot of the speeds during the slow speed period (I can't promise anything because it's normally that slow or drops out that the speed test will not work).

I have also changed my wireless router twice, tested the speeds on multiple devices and my main PC is hard-wired. I am on the NBN12 plan and I understand that it is the bottom of the ladder when it comes to speed, but I won't upgrade until I can at least get a consistent reliable speed from my service provider. I have also been using this plan for at least the past 12 months and have never had this issue before.

Any assistance would be greatly appreciated.

Thank you 

[Riezl]

Hi @BenH,

Welcome to TPG Community!

We appreciate your effort in taking the time to troubleshoot and we apologise for the inconvenience this issue is causing you.

We have located the account using your community details.

We have checked the status of your connection and we are not detecting any fault on the line or network at the moment, We would like to investigate what is causing the issue and check what can be done to resolve this.

Are you free to receive a call between 9pm and 11pm? Please PM us your best contact number so we can have a technical specialist contact you for assistance.

[djc5djc]

Hi @BenH,

I have the same issue you've reported, and I've been complaining to TPG regularly since early July this year. TPG have always responded to my complaints. The problem is that they respond by phone even though I have repeatedlay asked them to use email, so I have something in writing from them. However, the problem of slow speeds at night has not been fixed since I first complained 4 months ago.

Early on, at their request over the phone, I conducted numerous tests for them, none of which identified any issues with equipment at my end - just as I had told them before doing the tests. I too have changed modems, am directly wired into the modem by ethernet, so it's not a wireless issue, etc, etc.

I signed up with TPG in 2015 and their NBN service worked perfectly until about last July.

I have concluded that TPG are simply not buying enough bandwidth from NBN. As a result, I believe their service deteriorates in the evenings once everyone gets home from work and starts streaming Netflix, gaming with others over the Web or doing whatever else they do at night. Then, when most have hit the sack, the speed comes back up again, usually sometime between 10:00pm to midnight.

I pay TPG for 100Mbps download and 40Mbps upload. At night, I often get as little as just 3 to 8 Mbps download - it's abysmal and makes it impossible for me to anything productive on the Web.
I am afraid that unless and until TPG buy the bandwidth required from NBN, nothing's going to change.

Regards

[BasilDV]

Hi @djc5djc,

Welcome to TPG Community!

This is concerning to know as this is not the type of service we aim to provide. We'd like to assist in the best possible way we can. We were able to locate your account using your community details and learned that the upgrade of the NBN network was done, but it seems the issue still persisted.

I'll chase this with our Engineering team and have someone to contact you via email or phone call to further discuss this. If you have any preferred time for them to call you, please let us know.

Kind regards,

BasilDV

[djc5djc]

Hello BasilDV,

Thanks for contacting me, and thanks for offering to follow my issue up with the Engineering team.
While your intentions are no doubt well meant, I believe nothing will change for those of us who have slow NBN speeds most eveings. There are many who use TPG NBN aside from myself who are reporting this problem, on this and many other forums. In the end, I believe the issue will not be solved until/unless TPG buys more bandwidth from NBN.
However, should you or the TPG engineers wish to contact me again, then as I have requested so many times in the past, please do so by email, not by telephone.

Kind regards,

[BasilDV]

Hi @djc5djc,

This is noted. Our Engineering team is already notified of your preferred contact.

Your experience is important to us and will keep a close eye on your case and update you once available.

Kind regards,

BasilDV

[BasilDV]

Hi @djc5djc,

I understand that our Engineering team has sent you an email with the result of the investigation of your reported case.

The cause of the speed fluctuations during the times of peak hours is due to the increase of customers using the internet on the area.

Our Tier 2 Network Team are currently working on a network improvement to accommodate TPG customers but no exact ETA provided as we are also dealing with 3 rd party carriers.

You may respond to the email that they've sent you for further discussion.

Let us know should you require further assistance.

Kind regards,

BasilDV

[BenH]

Hi @djc5djc

Thanks for your response and also letting me know that I am not the only one. The funny thing is, that the day after I made my original post and until now my internet has not dropped out as frequently which has made it tolerable. Was that a coincidence? Who knows. The speed itself still isn't as fast as the ADSL package that I originally had with TPG but fast enough for 1-2 devices to stream movies online, not blistering speeds, but still ok I guess for the package I currently have.

Also thanks for letting me know that even with the higher speed package, still expect the same speeds (3-8 Mbps download and horrible upload speeds) during the peak periods. So with that in mind, I won't be upgrading my package anytime soon.

Another thing is that I don't normally complain about these types of incidents, but I have been with TPG for quite a while, who has been excellent until they started dealing with NBN and to see the drop in reliability hurts. This has nearly made me jump ship to another company but for now, I am happy to stay, well until the next it constantly plays ups.

Regards

[yunaric]

I have the same issue. It ALWAYS slows down around 1030pm.

Speed tests have also been very temperamental, some showing speed in 40s, others down to 8 or sometimes even unrecordable.

TPG tech support ALWAYS trys to blame how many devices connected to the home network, and they always says their record shows no problem with the speed. 

Such a difference when we had TPG ADSL, we never had any of these problems.

Lame so lame. I am considering fair trading and ACCC report to complain, or even a legal action.

I think a group class action may be a good way to go.

[Will]

Hi @yunaric

I'm sorry to hear about the speed issue you've been experiencing. We'd like to take a closer look at your account to better understand the reason for the slow speed. Can you send us a PM with your customer ID or username together with your service address? We tried pulling up your account using your community details, but we're unable to find an active record.

For your reference: How do I private message (PM) in the community

Regards,