Hi @keats55,    Please provide us with your Customer ID or username via private message so we can chase the update with our Privacy team.    Thanks!  Ahra_G ... View more

Hi, @keats55.   Welcome to TPG Community! If you are having trouble connecting or having connection dropouts, we can arrange a technical callback for your account. Just send us a PM with your contact details and we'll call you to assist.   As for the modem, you have an option to buy a 3rd party modem. You are free to buy a modem outside of TPG. Should you wish to purchase a new modem from us, it will cost $99.95 with $10 shipping fee. Let us know how you wish to proceed, thank you.     Regards,  ... View more

Hi @keats55 ,   Thanks for raising this to us. Based on your given information, the speed issue is caused by Wireless interference. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable and the distance of the device(s) from the router is also one of the factor can cause speed issues.   If you wish to get the actual speed of the service, I recommend to perform a speed test using a laptop while it's connected via LAN/Ethernet cable if you do not have an available device for testing purposes, we did an article that you may find helpful. These articles will guide you on how to improve the wireless connection at home. Please see links below.   Easy Steps to Improve Wi-Fi Connection In Your Home  Wireless Channel on your modem - what is it and why should I change it?  In the event that you wish to maximize the actual speed of the service your desktop, the only way is to get a long Ethernet/LAN cable that will reach the computer from where the modem / router is located.   Let us know should you require further assistance.   Regards,         ... View more