Whirlpool

I just installed adsl2 on the deer park exchange, got home all excited to find really slow speeds... Slower that my internode adsl speeds (1500down/256up)

Here are the stats on ozbroadband using the tpg mirror...

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 26/08/2008 @ 08:32 PM

Mirror: TPG
Data: 15 MB
Test Time: 135.38 secs

Your line speed is 926 kbps (0.93 Mbps).
Your download speed is 116 KB/s (0.11 MB/s).

I expected that from tpg but I though Id give them a GO!

Anyway I thought it might be a problem with my link/line/modem etc. So I called customer support to resolve the issue, I waited for ~10mins and the helpdesk hang up on me... When I called back the answering machine told me that they had a high demand in calls and hang up again...

Considering this is my first experience with TPG im very dissappointed...

Any advise?

Oh, and btw here is another test run

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 26/08/2008 @ 08:56 PM

Mirror: TPG
Data: 15 MB
Test Time: 217.31 secs

Your line speed is 577 kbps (0.58 Mbps).
Your download speed is 72 KB/s (0.07 MB/s).

FYI... Im 1.6km from the exchange.

Tas Dionisakos writes...

So I called customer support to resolve the issue, I waited for ~10mins and the helpdesk hang up on me... When I called back the answering machine told me that they had a high demand in calls and hang up again...

Same with me today. 30 minutes on the call with support tech. They hang up on me when trying to resolve the issue. Then the answering machine.

I mean what it takes to call the customer back. They have got the telephone number there!

The support just sucks. iiNET at least call back.

Welcome aboard to slow land express!

I churned over to TPG ADSL2+ over a week ago on the Deer Park exchange and have had less than 100KB/s every night...always from 7pm onwards. I can name another 6 forum users that all have the same probs all on the Deer Park exchange.
I have been through customer support, exhausted all the testing options and finally had my issue raised to level 2 after TPG staff told me my speeds were unnaceptable. Heard nothing back yet but thats ok as I was told I would not know anymore until this friday.

I now wonder what the response will be regarding speed issues at night considering there isnt an issue at my end according to TPG....Either way I will be requesting a credit on my account for this month as I am not receiving the advertised speeds I signed up for.

This is just the begining Tas..........

(ps.....the speeds during the day hit around 1.5MB/s on ADSL2+....until 6-7pm that is!)

You guys aren't alone, im also on the Deer Park exchange and i am getting the same old shitty service as you all are :(

Edit:

With Proxy:

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 26/08/2008 @ 10:31 PM

Mirror: TPG
Data: 9 MB
Test Time: 140.2 secs

Your line speed is 539 kbps (0.54 Mbps).
Your download speed is 67 KB/s (0.07 MB/s).

Without Proxy:
Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 26/08/2008 @ 10:34 PM

Mirror: TPG
Data: 9 MB
Test Time: 115.85 secs

Your line speed is 652 kbps (0.65 Mbps).
Your download speed is 82 KB/s (0.08 MB/s).

Hi All,

Please do basic steps:

-A lot of speed issues are a result of a virus, antivirus software or a firewall. Initial checks would be to look for excessive dataflow on the connection by double clicking on the connection icon in the Task Bar. Make sure there are no downloads or uploads being done at this time.
-disable firewall, internet security software, anti-virus temporarily
-scan for antivirus, pop-ups, spyware
-change username formats eg: username@ppp.tpg.com.au username@L2TP.tpg.com.au or just plain "username"
-do an isolation test. Connect modem directly to phone outlet using less than 3m phone cable, no filter, double adaptor, disconnect all phones and phone devices(back to base alarm, foxtell, pabx, commander, efpos?) connected to the adsl service number except for the modem and check the speed again
-do download speedtest from www.tpg.com.au/test3.iso >> save>> check for the download rate per sec >> cancel it after about 20 sec
-try to connect modem to another phone outlet
-reset to factory defaults then reconfigure
-bridge configure modem, create pppoe via OS
-update firmware of modem
-try another pc (if possible)
-try another modem (if possible)

Regards,
EC

Ian,

I have done all of the above and has made no difference, dont try to put the blame on us, soo many ppl in here are complaining about the same thing, so maybe you should do some tests on your network..

*REMOVED* Speed test at fault.

Hi Ian,

I have complied with the basic steps you have listed. I did this whilst on the phone to tech support. I was informed that the issue is no longer with my computer or network hardware/phone lines. It now sits with TPG for further assesment.

My question is.......If TPG are at fault (which seems more and more likely)..."What are TPG going to do about it?"

Its seems most people in Deer Park are having the same problem. We all live in different houses with different hardware yet the problem is exactly the same. Does this not tell TPG anything?

Are there any plans to sort this issue out?

Hi Nick,

The tests provided is not intended to blame, it is intended to make sure that error is not from your end. What speed are you getting when you bridged the modem? What other modem have you tested?
Can you do download speedtest from www.tpg.com.au/test3.iso instead >> save>> check for the download rate per sec >> cancel it after about 20 sec

Regards,
EC

Hi soldierface,

soldierface writes...

If TPG are at fault (which seems more and more likely)..."What are TPG going to do about it?"
Sorry but what do you mean? Will fix it.

Regards,
EC

Ian C writes...

What speed are you getting when you bridged the modem? What other modem have you tested?

I still get no more than 100kb in bridged or non bridged mode, from the TPG iso.

I have tested my Dynalink RTA 1025 which i purchased from TPG and my own Netgear DG834G, in fact the Netgear syncs higher than the Dynalink..

Hi Nick Vee,

Forward your account details to forum_admin@tpg.com.au. Please include your Whirlpool username. We'll check further.

Regards,
EC

Ian C writes...

Will fix it.

Thank you Ian for getting back to me....can you please answer this then?

When will you fix it?

In the meantime, will I as a customer be compensated in terms of a discount on my monthly fee as I am not receiving the service I am paying for?

soldierface writes...

In the meantime, will I as a customer be compensated in terms of a discount on my monthly fee as I am not receiving the service I am paying for?

Now your dreaming man haha ;)

Nick Vee writes...

Now your dreaming man haha ;)

Its only fair.....If TPG give me high speed during the day and low at night isnt that considered speed capping?

How do I know if they are/are not capping speeds...TPG claim they arent but who really knows...?

Well,

Check out these results...

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 27/08/2008 @ 12:53 AM

Mirror: TPG
Data: 15 MB
Test Time: 23.08 secs

Your line speed is 5.43 Mbps (5431 kbps).
Your download speed is 679 KB/s (0.66 MB/s).

Its 1am and im getting 5.4Mbps, Its not rocket science!!!

TPG has oversold its main pipes, and this is why during peak periods we (Deer Park) are getting .72 Mbps...

This for me is unacceptable, these are the times I use the internet... I have internet at work, if I cant use it at home I might as well disconnect...

I will attempt to call customer support again tomorrow, if I cant get through (again) the next call will be placed to the telecommunications ombudsman.

Its very simple, if all Deer Park is complaining about the service then why ask stupid questions about our modem setup.... Is it possible that we ALL got it wrong, some of which have been on the phone to TPG for hours?????

It seems as though TPG's answer to these problems is simply not answering the phone, and hanging up on customers.

The funning thing is that for the past two weeks which I have been calling TPG for my connection, the SALES line is answered within seconds but now the support line doesnt get answered at all?

Looks like a smart business plan to me!!!

I'm thinking of getting the ADSL2 with TPG at the same exchange,

Are any of you any where near Fitzgerald Rd and Glengala Rd in Sunshine West?

Are you experience the same issue as above with speed?

tpg adsl 2 is really disappointing...

i was on the adsl 8000 plan before... and used to connect at just under 7000kbps...

after switching to adsl2 i'm connecting at just over 4000kbps...

is there a problem with tpg atm ? or am i going to have to live with a upgrade that seems to be worse then the old...

Hi Hrds13,

The speed will depend on your distance from the exchange and the quality of your phoneline. Do you know how far you are from the exchange?

Regards,
EC

Ian;

Why is the first approach always to blame distance and equipment?? Why not recognise the issues being mentioned and actually do something about them?

I can barely load any pages tonight and it's ridiculous.

I've never had any issues of this "continuous" nature in 5 years of Broadband until this past week...when I churned to ADSL2+ at TPG. Was happily getting 7 meg on ADSL1 without issue...

When is this widespread problem going to be resolved?

At least you guys can get adsl2 with TPG through the Deerpark exchange. I live in Caroline Springs, and have been denided adsl2 due to being connected through a Rim to the Deer Park exchange. But I keep getting emails from TPG saying they are swapping me over to ADSL2 even though they told me they cant 3 times on the phone..

I just got this email yesterday.

["Dear Valued Customer,
Recently we invited you to upgrade to TPG's ADSL2+ service. We are pleased to inform you that we will upgrade you to our ADSL2+ service free of charge and with no additional contract commitment.

Based on your current plan, we have selected to migrate you to our

ADSL2+/18GB Medium plan.This plan is $49.99 per month and is:* All Downloads: free* Throttled to 128 kbps after 18 GB downloads http://www.tpg.com.au/products_services/adsl2plus_pricing.php.

Your migration will be completed within 3-5 working days. We are not able toinform you of the exact time of migration, however you may experience ashort period (approximately around 15-30 minutes) of downtime during the change over.

Please ensure that during this period, your modem/router is powered on and connected to your nominated ADSL service number until the migration processhas been completed."]

I have no idea what TPG are doing with my internet service, I dunno if im getting adsl2 (seems unlikely), or if they are just going to give me less downloads (20GB to 18GB) a month now, at the same speed.. I have posted this up on their froum with no replies..

Though by the sounds of it im better off not having ADSL2 on the Deer Park exchange..What gives TPG??

Hi Kurgan,

kurgan writes...

I can barely load any pages tonight and it's ridiculous.

Are you having problem with your speed or just browsing? If it's a speed issue, please do a speedtest on this link. http://www.tpg.com.au/test3.iso

If it's a browsing issue please try the following steps.

1. Clear cache and cookies.
2. Ping and traceroute result (this is important, as this could be an issue with your network or others).
3. DNS (hardcode the DNS in your computer, Primary: 203.12.160.35 and Secondary: 203.12.160.36).
4. For Netcomm NB1 version1 firmware Enforce MTU by default is unticked, need to make sure to have it ticked (make sure to save the settings).
5. If it doesn't work change the MTU to 1464 or lower.
6. Check your ADSL connection.
7. If still doesn't work, set the modem to bridge mode.

Regards,
EC

Green Comet

If you have no connection/speed issue with your currently ADSL1, then I suggest not to go for ADSL2+ yet. Just wait for TPG fix the issue first and wait until it stabilize.

I was so happy when TPG has their DSLAM installed and finalised for the ADSL2+. However, since day one when my ADSL2+ kicked in with TPG. My connection is worst then my previous 8Mbit plan with aaNet (approximately 430KB/s); not only that it is even worst then my first ISP, Optus 1.5Mbit plan (approximately 150KB/s).

I live in Cairnlea and approximately 2.8km from the exchange (LOS). Yes, I do Know how the distance will affect the speed of ADSL2+. And I don't expect TPG ADSL2+ will provide me a much higher speed then the 8Mbit plan I was with aaNet. But I do expect to have the same speed, if not a few % of speed reduction with TPG compare to aaNet. Furthermore ADSL2+ suppose to be more stable then ADSL, which doesn't seem TPG can offer.

As I posted early this morning: /forum-replies.cfm?t=1001699&p=11

Has the maintenance finish yet? Currently Wednesday 27 August 2008 12:41AM

http://www.ozspeedtest.com/bandwidth/

Mirror: TPG
Data: 15 MB
Test Time: 435.31 secs

Your line speed is 288 kbps (0.29 Mbps).
Your download speed is 36 KB/s (0.04 MB/s).

I am lucky that I can even make this post on my new ADSL2+ connection with TPG.

Please, can someone from TPG fix the connection/speed issues at the Deer park exchange.

Davidoff

I technically cant get ADSL2 where I live. Caroline springs is connected through a Rim, but TPG keep sending me emails saying my plan is moving to ADSL2, which cant be right as I cant get adsl2 where I live.

They are changing me to some 18GB Medium ADSL2 plan, thats why im a bit lost, as I have talked to TPG a couple times about getting ADSL2, and they have told me that there is no way I cant get it, but im getting emails from TPG saying im getting adsl2, and that the change over should be finished in a couple days??

I just dont know what they are up to.. If I gain speed then thats cool, but If im just going to get less downloads a month and keep the same 512 speed then im changing my ISP..

Hi Davidoff,

Davidoff writes...

Your line speed is 288 kbps (0.29 Mbps).
Your download speed is 36 KB/s (0.04 MB/s).

Have you checked the Downstream Rate that you're getting on your modem status? Do an isolation test first before you check the status and check if there's a difference. Please do a download speed test on this link as well. http://www.tpg.com.au/test3.iso

Please post the results.

Regards,
EC

according to tpg coverage map...
i'm 1.6km in direct sight and and possible cable length is 3km...

regardless of my distance... why is adsl2 slower then my adsl1 plan ?
i was on adsl 8000 plan...

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 27/08/2008 @ 10:06 PM

Mirror: TPG
Data: 15 MB
Test Time: 166.98 secs

Your line speed is 751 kbps (0.75 Mbps).
Your download speed is 94 KB/s (0.09 MB/s).

what a joke...

djtsyd writes...

1. Have you checked the TPG proxy servers for overloading/misconfiguration/lack of load balancing?

2. Have you checked that you have (any) qualified engineers who know what they are doing?

3. Have you checked to see if you compensated any customers for the lack of service? ie. PAY for ADSL2+ but receive DIAL-UP. There need to be refunds.

4. Have you checked your network routers/switches for bottlenecks?

5. Have you checked TPGs domestic and international network connections for bottlenecks?

I believe these 5 questions are very relevant TPG. Please answer them and inform us all of whats taking place. How many customers have to be angry before TPG actually does something about it?

How many customers have to leave TPG for it to have an impact on the business?

If load balancing is the issue, buy another server or 10....please follow up!!!

Hi all... i think i'm one of the ones Soldierface is saying having speed issues on the deer park exchange as well.

I'm about 3.3kms away from the exchange and here are my speeds:

Test run on 27/08/2008 @ 11:26 PM

Mirror: TPG
Data: 15 MB
Test Time: 72.99 secs

Your line speed is 1.72 Mbps (1717 kbps).
Your download speed is 215 KB/s (0.21 MB/s).

Pretty poor... only slightly faster than ADSL1...

Ian C,

If you read a lot of these complaints, and in the other threads .... its at certain times ?!?!?!? so settings, antivirus, modems, computers, phones have NOTHING to do with the problems. As with me, im putting up with the slow speeds at around the 6-7pm onwards, it is like a switch is flicked in melbourne at those times.

at least i havent had the cant find pages for a while .....

f$%n great, now that TPG have upped my SNR's my sync speed is lower and i can only get a max of ~480kb.

My speeds were fine during the day, getting almost 700-780kb (fair for my exchange distance) with NO dropouts what so ever.

This is crap..

Edit:

I F$%KN HATE TPG!

Hi,
I have just churned to adsl2 on the deer park exchange and not yet seen anymore than 100kbs except on the test3.iso where I saw it reach approx 300kbs.
I am fairly far from the exchange so I didnt expect too much but I did expect to see better than my previous 1.5mb, not to mention it drops my connection alot and it only got switched over yesterday. (Here's to hoping it gets better!)

I too am on the deer park exchange (live in cairnlea) and have had really slow ADSL2+ speeds ever since i migrated to ADSL2 (about 2 weeks ago). I have done all their troubleshooting that they recommend, but the speeds still suck. The last few nights my max speed has been 1100 kbps, slower than my ADSL connection. And using their tpg speed test where you download the large iso file, the speed transfer rate is about 50 Kb/s..... thats not ADSL2+ speeds.... very dissapointed and already looking for another ISP.

I too am experiencing speed issues especially in the evening. As I am at work during the day I couldn't tell you how performance was during the day though. I actually live in Cairnlea as well about 3.5KM from the exchange and since migrating to ADSL2+ from ADSL1 both with TPG about 2 weeks ago now, the performance has been pretty Bad. Come On TPG just admit there is a problem and at least make an effort to fix the issue. Surely Loyality should count for something. To be honest if things continue the way there are I might even consider moving back to ADSL1 either with TPG or even someone else.

Cmon Guys some assistance or least set some expectations as to when all this will be fixed. Based on the forums here I think peoples nerves are starting to be tested.

Hi All,

To those having issue with their connection, please indicate if it is a speed or browsing and if its only happening during the evenings.

Please perform the tests:

1. traceroute during peak and off-peak (3 local and 3 international)
2. speedtest on a HTTP and FTP site;
ftp://mirror.aarnet.edu.au/pub/freebsd/ISO-IMAGES-i386/6.2/6.2-RELEASE-i386-disc1.iso
http://mirror.aarnet.edu.au/pub/freebsd/ISO-IMAGES-i386/6.2/6.2-RELEASE-i386-disc1.iso
3. access the following site http://stuff.daniel15.com/php/testproxy.php (make sure no proxy is specified in your browser).
4.do download speedtest from www.tpg.com.au/test3.iso >> save>> check for the download rate per sec >> cancel it after about 20 sec

Forward to forum_admin@tpg.com.au. Please include username details. We'll check further.

Regards,
EC

Hi Ian,
My issue is both surfing and download related.
What do we do if a proxy server is detected as per the link you supplied?

SkyR31 writes...

Hi Ian,
My issue is both surfing and download related.
What do we do if a proxy server is detected as per the link you supplied?

Proxy server will always be detected. TPG forces users to use proxies to cut their costs. You can specify a particular proxy in your browser preferences, but if TPG was a quality ISP you wouldn't have to fiddle (besides the manual proxy setting isn't guaranteed to resolve any problems anyway).

Hi Ian C

I haven't have a chance to carry out the tests, due to being busy at work. However I will carry out the test and post the result this weekend.

For the rest of you guys, if you are doing the isolation/speed test. Please post the result here as well. I am very interested to see and compare the results. Please also post the distance between the Deer Park exchange and your location.

Many Thanks.

Hi guys I'm new to this forum but just wanted to add my 2cents worth....

I've recently churned from ADSL (Optus) to ADSL2+ (TPG) and HAVE experienced issues after issues. These issues are EXACTLY, or in simple english term 'IDENTICAL', to that of everyone in this thread. Now my question to all fellow members is should I cancel TPG's service and go back to Optus, which I believe I'm entitled to within the cooloff period, or remain with TPG and HOPE for the best?

Ian C please don't reply back to my post and request me to do more tests. I've done ALL possible tests that you can imagine numerous times and have forwarded the results to the email address you've provided, which I'm certain you will find it in the 'Junk E-mail' folder along with the others. From the amount of replies from members that are having these issues, you don't need to be a rocket scientist to see that theres a major problem at TPG's end.......but I'm sure you already know that..right Ian C?

Thankyou...and appreciate your responses....

Hi TTriPN,

TTriPN writes...

I've done ALL possible tests that you can imagine numerous times and have forwarded the results to the email address you've provided
No one replied? Can you please email again.

Regards,
EC

[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/314939991.png[/IMG][/URL]

I am 4.4kms from the exchange.

Ian, I have sent an email to the address you provided. I look forward to a response. Keep in mind I have also done an isolation test, replaced both the phone cable and ethernet cable and also borrowed a friends ADSL2 modem. They made no difference to the poor speeds.

I am getting so tired with the speeds I get at night. I should never have left optus for this. Never been more dissapointed with ADSL2+. Telstra might charge more for ADSL2+ but at least its consistent speeds....day or night.

Look at this for ADSL2+ speeds....I am 1.7km from exchange....hitting 1.5MB/s during the day....after 7pm though...look at this...

Broadband Speed Test Results

Test run on 28/08/2008 @ 10:19 PM

Mirror: TPG
Data: 9 MB
Test Time: 159.49 secs

Your line speed is 474 kbps (0.47 Mbps).
Your download speed is 59 KB/s (0.06 MB/s).

At this speed i could run to my exchange and grab the web page and bring it back home before it hit my PC....

Well I am getting 62KB/s from the TPG iso....fantastic!!
Might try it again tommorow at 12pm and watch it come in at 1.6MB/s

Then burn it and see what it is......

yeah me too..... from the speedtest im downloading at 1280 kbps.... hardly ADSL2+ speeds....... and thats the peak, it dropped down to 800 kbps.....

and downloading their stupid iso file, the transfer rate is 55 KB/sec....... wooo hoo, I'm so glad I have ADSL2+... (yes, sarcasm intended).

soldierface writes...

At this speed i could run to my exchange and grab the web page and bring it back home before it hit my PC....

hahahahaha :)

Hi All,

To all those having the issue in Deer Park exchange please forward the tests posted and your details to our email add. Please include your Whirlpool names for us to track better. We are currently collating affected users and investigating the cause of the issue.

Thanks for your patience.

Regards,
EC

Hi ian, yes I have already done so. Just waiting from a response from you in regards to my last email. I hope you guys are able to resolve the issue.

Hi Ian,

I have sent off my details/screens to the tech engineer on Wednesday. Looking forward to resolution....for all Deer Park users.

Is anybody on TPG ADSL1 through the Deer Park exchange that is not affected?

I wasnt affected by this on adsl1 (like last week)
Ever since I switched over it drops and the speed is utter shite, at times my adsl1 would've been faster. I'm still yet to see anymore than around 300kbs on anything.

I've been following this thread (and this other one) for the past week. I'm in Cairnlea, Deer Park exchange, and according to TPG's Maps I have "Line of sight distance: 1695m. Possible cable distance: 4045m".

Prior to switching to ADSL2+ I've was with TPG, ADSL1 1.5Mbps service for around 2 years (and Internode ADSL1 before that). No problems with browsing, ping, or speeds until the day I switched to ADSL2+. Maybe because ADSL1 is essentially Telstra? Anyway. Now, when browsing web pages (eg. google.com) I get timeouts, max download of 100kB/s (all times of the day, on test3.iso it's 60kB/ps), and ping on most game servers (gamearena, internode) are all 200+. Which is a pain when you're used to playing CSS every day!

I regard myself as technically competent – never had to ring up tech support to set anything up. But this is ridiculous... a supposedly superior service with poorer reliability, slower speeds, and higher ping. Now I realise I'm far from the exchange... but shouldn't I expect at least ADSL1 performance? Surely you could have done some proper testing before making this service available to the general public, TPG. Will email test results to TPG... even though I think it's a waste of time – like many others here I'm certain the problem lies with TPG.

Does anyone know if theres any settings i should adjust to play CSS online, because it keeps disconnecting me, saying too many pings or something.

Hi Guys

i been thinking abt joining up with tpg adsl2 since it been enable recently at DP exchange, but seeing all u guys having the the same problems, it wise for me to give it a miss for the time being. If u guys havent notice the Ian C(TPG Rep) have been dickering with you guys all along, repeating the same shit and pretending it a new case each time. i pretty sure most of u guys reply him but he just denied recieving ur mail. i i'm sure this guy is not going to help u guys. if he did, we wouldnt be dicussing abt this right now.

I contacted TPG tech support via phone and spoke direct. Ian can look into it but I dont know how much he can alter what happens....I figure going direct to TPG is much better than getting Ian to look at it.
Tech support told me they would look into the speed issues I am having at night...I have not heard anything back since sending screenshots and running all their tests.

I just sent them another email asking what is happening and has my issue been resolved.....heard nothing yet.

Deer Park Exchange here Derrimut.
Recently churned from Exetel ADSL1 to TPG ADSL2. Now i get worst speeds haha, what a joke.

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 31/08/2008 @ 07:21 PM

Mirror: TPG
Data: 3 MB
Test Time: 52.98 secs

Your line speed is 462 kbps (0.46 Mbps).
Your download speed is 58 KB/s (0.06 MB/s).

Im having the same problem in Greensborough for about the last month, every night at about this time my net slows to a crawl. online games pings go through the roof to unplayable levels. I have try all the things posted in these foruns and am now posting on it for the first time and im sure it wont be the last.

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 31/08/2008 @ 07:28 PM

Mirror: TPG
Data: 3 MB
Test Time: 50.17 secs

Your line speed is 488 kbps (0.49 Mbps).
Your download speed is 61 KB/s (0.06 MB/s).

I have just run the tpg.iso download and it leveled out at about 70 kb/s i have done everything i can think of to fix it.

I noticed my snr level was about 6 db this morning so i rang tpg and spoke to a person there he slowed my sync rate from about 13000 Kbps to around 10000 kbps and it increased my snr level to a respectable 12 db i was hoping that would have fixed the problem but i think it has actually made it worse somehow.

So ian c if you have any other ideas info on how i could fix this it would be appricated.

I am about 2 ½ weeks into my new TPG plan....I wonder if i will incur a fee if I head to another ISP...?

So unreliable TPG.....your sales staff really had me excited when I asked if I can achieve ADSL2+ speeds 24 hours a day on the Deer Park exchange and they said 'Yes! you will achieve 16000kbps at all times". I should have realised that was the sync rate they were talking about and not actual download speeds.....

TPG my question still stands....

"What are you going to do about the speed issues that are affecting evening users connected to the Deer Park exchange?"

Ditto to all the problems people have been having this utterly unacceptable, I live just past the train tracks probably about 500 metres if not less away from the exchange.

Here I was all excited, heck I would have been overjoyed with getting 2mb/s but oh behold what do I come home to 60kb download? Constant delay in my dota games? And instead of my expected 1mb download i get 150ish kb which was the same as my ADSL1 plan.

When I talked to the helpdesk they informed I should be guranteed 1mb/s download, What TPG have done is oversell and congested the exchange this needs to be fixed very very fast or else i'll be calling up some other ISP's.

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 01/09/2008 @ 01:41 AM

Mirror: TPG
Data: 15 MB
Test Time: 51.69 secs

Your line speed is 2.42 Mbps (2424 kbps).
Your download speed is 303 KB/s (0.3 MB/s).

If I run it at night, I get about 300kb on that iso file they had but thats hardly ADSL2 speed is it? considering I can get to my exchange in less than 2 minutes.

It's not an issue of time for me it's the speed during the day from 3pm onwards speeds drop to about 40kb and I even struggle loading some pages.

I'm expecting a fix for this within September if there is no fix i'll more than happy to cancel and go all the way to court with this.

TPG should at least release a statement to customers informing them that they know about the speed issues and are looking into it.

The TPG users that have a flawless connection are the lucky ones.....

I'm honestly disappointed in my adsl2, I expected to see phenomenal speeds and I haven't seen anything half way decent.
(and the pings on CSS i couldnt play saturday night. shitteh)

I reckon i'm about two weeks away from leaving as well. Been with TPG for about 2 years now had no problem prior to upgrading to ADSL2+. Its just pathetic. Seem Loyality doesn't really matter. Oh well looks like I might be in the market for another ISP soon.

Any other ISPs care to offer any good deals to existing TPG customers to migrate over!!!

Hi,

Did anyone send a test results such as traceroutes, telnet, speedtest and others, as per advised by Ian C -> /forum-replies.cfm?t=1040461&p=3#r52

If none, please send as a traceroute during peak and off-peak hours (make sure to specify the time), telnet test results and a speedtest on an FTP and HTTP site (details of this test can be found here, http://www.tpg.com.au/forum/viewtopic.php?t=2188).

Send the results to forum_admin@tpg.com.au.

Regards,
Jason

Yes Jason, I have sent the requested trace routes and other data to Ian C.

Jason A writes...

Did anyone send a test results such as traceroutes, telnet, speedtest and others, as per advised by Ian C -> /forum-replies.cfm?t=1040461&p=3#r52

Hi Jason,

I have sent all the relevant info to TPG tech support as per my email request from Jayson. I have not heard back yet so not sure what is happening.

Can TPG confirm there is an issue with the Deer Park exchange after hours...eg 6pm onwards...? If there is no known problems according to TPG then I will be looking at switching ISP's. The speeds after 6pm are totally unacceptable.

This is completly unbelievable, speeds and drop out are still consistant...

I have called TPG today 4:40pm and I was told by the "Death Machine" to call back again...

This is very simple TPG,

Problem.

1. All customers from Deer Park exchance complain about speeds
2. Customers cannot get through to you by phone to complain...
3. If all customers are complaining, this mean its not a user config error.
4. If speeds are fast at offpeak and slow during peak hours this means "LOAD".

Answer.

1. Get in car and drive to the west...
2. Run tests and fix problem.
3. buy a couple more links.
4. Hire a couple more helpdesk guys.

Or.

YOU WILL LOOSE ALL YOUR CUSTOMERS

What i'm finding interesting is why TPG have not yet accepted the blame I want someone on here whether it be the rep's or someone else to admit there is a Fault!

J101 writes...

What i'm finding interesting is why TPG have not yet accepted the blame I want someone on here whether it be the rep's or someone else to admit there is a Fault!

Same here....Im about to leave TPG via TIO.....this is not acceptable. If they tell me there is no issue im going. I can do without internet for a few weeks until i find a good provider.

Well ... I'm really not a fan of TPG as an ISP, but as much as it pains me to say it, this problem really isn't limited exclusively to them.

We're connected with Internode, and even though we're only on a 1536/256 connection, we've started noticing a lot of problems in the evenings as well.

Luckily we've got all sorts of monitoring setup on our connection though, so it makes it really easy to see exactly when/where things go wrong.

Here's a few examples from the last couple of days:

Australian Latency – Friday – 29/08/2008

Australian Latency – Monday – 01/09/2008 [Tonight]

It's also having an obvious impact on browsing speeds as well. These graphs measure how long it actually takes to load the abc.net.au website.

ABC load time – Friday – 29/08/2008

ABC load time – Monday – 01/09/2008 [Tonight]

Taking that into consideration, it looks like the problem is more likely that backhaul from the Deer Park exchange, back to the main aggregation point in Melbourne, has simply run out of bandwidth since TPG enabled ADSL2+ at the exchange.

Obviously I've got no idea what TPG's arrangements are for backhaul out of Deer Park, but if they're still relying on Telstra provided bandwidth, then that would make a lot of sense giving the problems that everybody is experiencing.

Unfortunately ... if the available backhaul is actually saturated, then that means the solution isn't as simple as just saying 'provision more bandwidth', because until the link actually gets ugraded – and more bandwidth becomes available – there simply isn't any more bandwidth to be had!

There is SOME hope though!

I've just tried checking the Telstra Wholsale advisory page, and there are actually a couple notices posted for 'maintenance' affecting the Deer Park area in the next couple of weeks.

Hopefully ... cross your fingers and toes ... that's going to include some work that will [hopefully] alleviate some of the problems that we're all having at the moment!

Outage Start Wednesday, 10 September 2008 1:00AM EST
Outage End Wednesday, 10 September 2008 6:00AM EST
Impact All customers
Planned Event Yes
Description Due to scheduled maintenance, customers in the areas of Box Hill, Carrum Downs, Clayton, Dandenong, Doncaster, Dromana, Deer Park, Kings Park, Wheelers Hill (VIC) may experience difficulties connecting to the internet for up to 1 x 30 Minutes during the service disruption period. We recommend customers power off and on their computer and modem before attempting to reconnect. We apologise for any inconvenience
Ref # P498000

Outage Start Wednesday, 10 September 2008 1:00AM EST
Outage End Wednesday, 10 September 2008 6:00AM EST
Impact All customers
Planned Event Yes
Description Due to scheduled maintenance, customers in the areas of Archies Creek, Bairnsdale, Ballan, Bayles, Bendigo, Boronia, Brighton, Cheltenham, Churchill, Cockatoo, Coldstream, Corinella, Cranbourne, Deer Park, Emerald, Ferntree Gully, Footscray, Frankston, Garfield, Hallam, Hamilton, Harcourt, Hazelwood North, Heyfield, Keysborough, Korumburra, Lakes Entrance, Lonsdale, Maffra, Mcmahons Creek, Mirboo North, Moe, Mount Martha, Neerim South, Poowong, Rosedale, Rye, San Remo, Sandringham, Shoreham, Springvale, The Gurdies, Trafalgar, Traralgon, Werribee, Yallourn North, Yarram (VIC) may experience difficulties connecting to the internet for up to 1 x 30 Minutes during the service disruption period. We recommend customers power off and on their computer and modem before attempting to reconnect. We apologise for any inconvenience
Ref # P497992

We'll just have to wait and see I guess ...

What exactLy is backhaul and how does it impact bandwidth?

So based on this would all the ISPs need to work with telstra to resolve?

I've got the same problem. I'm about 2.8 km from exchange. Here is my result.
Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 01/09/2008 @ 08:21 PM

Mirror: TPG
Data: 3 MB
Test Time: 60.2 secs

Your line speed is 407 kbps (0.41 Mbps).
Your download speed is 51 KB/s (0.05 MB/s).

What astounds me is why TPG tell us to check our hardware, modem setup, config etc etc when we tell them our speeds are fantastic during the day. Now if speeds are brilliant during the day there is not a config problem.

So when speeds drop after 6pm until late surely TPG know why....They can see our speeds are good during the day. How can it be config related after 6pm when its not config related before that.....???

My phone line does not switch off from 6pm onwards nor does my setup change from what i have during the day...!

soldierface writes...

So when speeds drop after 6pm until late surely TPG know why

Connection issues on a specific time, have many factors to check. Hence, basic troubleshooting are still needed to further prove the issue and that may resolve the problem.

Regards,
Jason

at least you guys get good speed during the day...
i dont' even get that :P
i was downloading that tpg iso crap at 55kb/s

Always Young writes...

I've just tried checking the Telstra Wholsale advisory page, and there are actually a couple notices posted for 'maintenance' affecting the Deer Park area in the next couple of weeks.

How does this impact TPG? They don't use Telstra Wholesale DSLAMs.

slmtelstra writes...

How does this impact TPG? They don't use Telstra Wholesale DSLAMs.

It might, it depends on the maintenance that they will do. Just remember that our DSLAMs are installed on Telstra's exchanges.

Regards,
Jason

Jason A writes...

It might, it depends on the maintenance that they will do. Just remember that our DSLAMs are installed on Telstra's exchanges.

wow... thats almost admitting there is a problem!

JeffRack writes...

wow... thats almost admitting there is a problem!

You may check Telstra's service status, as what the following user did -> /forum-replies.cfm?t=1040461&p=4#r93

To chec Telstra's service status you may login at
http://www.telstra.com/ServiceStatus/wholesale/default.asp?SMSESSION=NO

Regards,
Jason

Tas Dionisakos writes...

I just installed adsl2 on the deer park exchange, got home all excited to find really slow speeds... Slower that my internode adsl speeds (1500down/256up)

three words to remember:

'Telecommunications Industry Ombudsman'

they might not do much now but i'm sure they will react once the complaints starts rolling in....

Jason A writes...

To chec Telstra's service status you may login at

Sorry Jason I am confused...

Are you saying that having signed up with TPG all of the problems these users are experiencing are down to Telstra problems?

JeffRack writes...

Are you saying that having signed up with TPG all of the problems these users are experiencing are down to Telstra problems?

No, like I said it depends. Reason why we ask customers to do basic troubleshooting and to conduct some test such traceroutes, telnet and others to further investigate it and to determine if it is related to any Telstra service status (if any).

Regards,
Jason

TPG support is terrible. Ive been hung up heaps of times. And also been on hold for an hour. And i rung back and try to get into in touch with the guy who forgot about me and they couldnt find him, he must of went home. I even ask for a specific person and they just ignore you and try help u themselves when the person has no back history of the problem u have had.

Also there internet is crap for me anyway. I constantly get dissconnected when i play world of warcraft and i lag so much i cannot play. They just said to me today that victorians who are on telestra lines have been experiencing problems. I think thats just Bull%#&*

Anyone in vic with TPG experiencing latency problems? Or anyone thats on a ISP with using telestra lines?

Hi Jason;

A source I have is employed by Telstra wholesale and did some checking for me about the Deer Park exchange.

Surprise Surprise, it turns out that TPG haven't even bothered reporting these aired grievances by users.

and IF this is true that TPG haven't bothered reporting almost a month of users concerns, can you also advise why? Seems like a logical step to me...

Thanks
Kurgan.

If we contact TIO how do we make a complaint. Maybe TPG is waiting for the TIO to give them a kick in the bum.

kurgan writes...

Surprise Surprise, it turns out that TPG haven't even bothered reporting these aired grievances by users.

If this is true it is bad play TPG...your not being fair to your customers. All this time you have expected customers to perform the troubleshooting you require and once this is done you still dont act on it. I would be very suprised if TPG have not acted on the complaints of Deer Park customers.

Can someone please list how to make a formal complaint to the TIO against TPG for not acting on users complaints.

My stats have now changed;

ADSL Link Downstream / Upstream
Connection Speed 14082 kbps / 1017 kbps
Line Attenuation 32.0 db / 14.9 db
Noise Margin 8.9 db / 13.1 db

My noise margin used to be much lower...so these stats are slightly better...although downstream has dropped from 15800 to 14082

This has not improved my download speeds though. At 8am I was pulling 60KB/s from the TPG iso...

This is ridiculous....

kurgan writes...

Surprise Surprise, it turns out that TPG haven't even bothered reporting these aired grievances by users.

and IF this is true that TPG haven't bothered reporting almost a month of users concerns, can you also advise why?

Please read Jason A's post.

It depends on what kind of maintenance that Telstra would do, if its a hardware or software upgrade. Again, we ask for troubleshooting steps and test results to so that we'll be able to investigate it further.

Regards,
Dan

Hi Dan;

Thanks for yet another TPG non-committal response, starting to see a clear picture here..."head in sand" or "ignore and it'll go away": either works as TPG's choice

Answer this for me: How will we ever know what the issue is if Telstra aren't aware of the problem because they haven't been told and therefore not gone out to the exchange to check.

Rather than constantly blaming user set-ups which all worked fine until switching to TPG how about doing something about the problem. Either that or let us leave our contracts (without penalty) to go to providers who actually deliver.

Just wondering if the TPG reps would like to answer the question about why Telstra haven't been notified of the issues users on the DP exchange are having.

As of today (09/09/08), Telstra have still not been advised. My source at Telstra wholesale has confirmed this again.

I would think that 3 weeks of complaints from users to TPG (on Whirlpool, internet and phone) as well as technicians coming to houses warrants further investigation or at the very least an actual response from TPG.

Hi kurgan,

Do you have an existing fault? Can you forward your username to forum_admin@tpg.com.au. We have collated users from Deer Park who are experiencing the issue.

Regards,
EC

Hi ive just been activated on monday, just got as quick question what speeds should i be expecting. On the TPG iso file the fastest ive seen is about 200kb and that was at 9am this morning im about 1.5km from the exchange. My modem is a netgear 834G is there something that i can do in the router setup to make this a bit faster?

WOW... i've noticed a big difference in my speeds, especially to AUD sites, anyone else notice any difference??????!?!?!?!?!?

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 10/09/2008 @ 05:49 AM

Mirror: TPG
Data: 15 MB
Test Time: 15.55 secs

Your line speed is 8.06 Mbps (8061 kbps).
Your download speed is 1008 KB/s (0.98 MB/s).

I'm in Homebush exchange and these are my results and was downloading other things at 200kbps on the background.

I was getting half of that speed when I was with iiNet.

I think there must be something wrong with your exchange box...

Sorry hoonaberry, I meant specifically for the Deer Park exchange

SYCOphant writes...

WOW... i've noticed a big difference in my speeds, especially to AUD sites, anyone else notice any difference??????!?!?!?!?!?

Not yet.....I still only get 60KB/s from the TPG iso....which is not good.
I hope today after 6pm the speeds stay the same....lets see how we go.

my speed is only 70kB with the TPG iso i might have to give support a ring

[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/321056964.png[/IMG][/URL]
This is getting silly.. my speed tests are all like that one ^ for the last few days.

How lucky am l...l applied for ADSL2+ and was told like others that l cant be connected because l was on the rim. l'm in Burnside. After reading all the comments l DEFINATELY wont be applying for ADSL2+ in the near future.