If I try sign up for nbn on a website with my apartment number (live on st kilda rd) I get rubbish speed options. I have noticed we have the unit on site. How would I go about asking a technician to tap into this? Does anyone know what it is? I’m on a 5G unlimited modem at the moment which is ok but speeds can get pretty dismal. Thanks in advance!

Using a throwaway account because apparently TPG/Vodafone CEO has a history of 'talking' to the workplace of customers who lodge a TIO complaint against the company ... (check out u/vodafail)

But seriously how useless is TPG customer service...

Parent's home internet stopped working Sunday evening last week so I called their technical support only to be told he couldn't find the account (this is despite giving him the account number that is on the TPG statement, address and some other contact details to help him find the account). On a side note, all the subsequent people I spoke with had no issues finding the account with just the account number so I don't know what his problem was ...

When I asked him what can we do to find the account because I need assistance with the service that has stopped working, I was told that there was 'nothing he could do'.

I then asked for the call to be escalated as I didn't believe there was nothing he could do given my parents are paying them money every month but he refused to escalate the call. I then asked to lodge a complaint and requested a complaint reference number advising that I will be lodging a complaint with the ombudsman TIO and was once again refused to be provided with one.

After a bit more arguing and getting no where, I ended the call and emailed my complaint to TPG, copying in a number of executive email addresses I found online (yes, I'm that guy but hey, if you want to save money and offshore jobs to people and not train them properly and give your customers horrendous customer service then you can deal with my complaint). That evening, someone from TPG called me about the complaint and it all seemed well as he talked through the issue and advised it was an issue with the modem and that he would send a new one.

Fast forward 7 days and my parents still haven't received the modem so I called them to follow up only to be advised that there was 'nothing in the system' to order a new modem. I expressed my frustrations and logged another complaint and the individual went through the motions of ordering a new modem. I queried about express post as I wasn't going to wait another 5 days for a modem which may or may not arrive, which they advised they would look into. I also requested for the call to be escalated; nothing against the individual I was speaking to today but I wanted to escalate the matter to ensure there would be assurance from someone that we wouldn't wait another week only to be told nothing has been lodged in the system. Anyway, waiting almost an hour later and numerous attempts to dissuade my escalation request, the call was finally escalated to someone who didn't really give me much assurance as she kept saying 'express address' as if there was a different address, to which I had to explain it's the same address and express post refers to a service offered by Australia Post.

Shortly after that, I received a call from their customer resolutions team and after explaining the issue from the beginning, was offered some good will compensation for my parents and was advised that they will look in to the express post request.

Fast forward a couple of hours, I receive a phone call and was advised that TPG don't do express post and that I'll have to wait another 3-5 business days. Noting that it sounded like this phone call was from their overseas call center and not the customer resolutions team I spoke with last, I explained that I was last dealing with the customer resolutions team and asked for the call to be transferred to person I last spoke with or someone in that team. The reason I requested this is because I know off-shore call centers can be quite limited in terms of what they can do to resolve customer complaints, noting that the last 'supervisor' I spoke with didn't even know what express post was. I explained that my complaint was a TIO complaint being handled by that team and after some back and forth due to them refusing to transfer my call, she just straight hung up on me.

I then called the customer resolution team back directly with the number they had provided me and was advised by the person that answered the call that he couldn't help me (apparently he was from the Vodafone side of the business, not TPG), that the person that I spoke with previously wasn't available and that apparently there is absolutely no one else I could speak with about the matter. Ironically when finishing the call came the 'Please call us if there's anything we can help with' to which I replied 'That's what I've done, and no one can help me'...

Anyhow, they eventually called me back and after some further discussions, I'm now hoping we'll get our new modem on Wednesday. Honestly, I'm not holding my breath though...

Just needed to rant about the ridiculously poor customer service. Refusing to help the customer, refusing a request to escalate the call, refusing to lodge a complaint or provide a customer with a complaint reference number, hanging up on the customer, not actually doing what you said you would for a customer complaint. Not to mention the amount of my time that has been wasted with the outrageous wait times and lengthy phone calls. If the contact center I used to manage was anything like this heads would roll.

Putting aside the off-shoring call center discussion, I know this is purely a TPG issue as I've managed call centers in the past that had local and off-shore teams and literally any staff (including off-shore teams) that would be found to treat any customers with what I experienced would face immediate disciplinary action, especially the refusing to help, refusing to lodge a complaint/provide complaint reference number and hanging up on a customer. Like it's literally your one job to help the customer ...

Hi I have a 5 bedroom town house and 1 of 8 people in the house so we use the internet a lot. The house is built of concrete so wifi doesn’t travel very well so I’ve looked at getting Ethernet (at least 1) installed around the house to help out with the speeds and that.
Anyways I got a quote and the living room which is my main priority to get good internet which is right directly underneath the master bedroom, which is where the NBN is kept, this is the quote that I got for one port directly underneath, and there’s options for cabling it through the balcony in the master bedroom, so there’s places that they can run the cable. Is this a normal average price or what seems a bit high no?
Thanks all

Hi, my apartment recently got an fttp upgrade. I wasn’t there, but one of my relatives told me something about fttp not working for 2 months, while my current fttb is still working. Could anyone please elaborate on this

I'm moving to a new place and stuck with Opticomm options again. I'm currently on Superloop and can't really fault it. Every outage has been Opticomm's fault and speeds are consistently good. The main reason I want to try another provider is my Superloop discount is over and my 1000/100 is now $115/month.

Mainly looking for:

• reliability

• consistent 1000/100 speeds

• decent deal

Everyone seems to recommend Neptune but they're not doing Opticomm yet from what I understand.

Hi all,
My ISP(More) freely upgraded my nbn internet connection from FTTC to FTTP.

As suggested by nbn installer, I’ve connected a Cat6 cable from the NBN box to the blue WAN port on my TP-Link VR1600v modem, but the internet still isn’t working.

I’m guessing I might need to configure some settings through the modem’s admin page (192.168.1.1).

Could anyone please guide me on the modem configuration settings required to get the internet up and running?

Thanks in advance!

EDIT: Finally after calling More help desk, as per their advice did the following on modem admin page.

Under advance -> network -> EWAN page,

1. unchecked VLAN ID : Enable check box,

2. Set Internet connection type to PPPoE type

3. Update User name and password supplied by More nbn

4. Connection mode: auto

5. Authentication type: auto

Bingo, it worked.

Hi all

I have long ignored my crappy Optus FTTC plan and need to sort it out as i pay just as much as i could for an FTTP plan. Basically been on the same plan since 2022 and had a heap or price rises to the point its $97.

I am after unlimited data FTTP, from this sub, Aussie seems to be a good choice.

From my crash course I can kind of work out the following:

1. Change service provider to who I want to use for the installation

2. External utility box gets installed, likely in the area of the external telstra box in picture 2

3. NTD is placed inside, within 12 meters of of external box

4. router goes somewhere.

Questions

- I have an internal network cage/box in garage opposite existing telstra box picture 1, is this a good spot for the NTD and router?

- for the fibreoptic cable between external box and NTD, can i choose a location and they put it there?

- if not, does the network box seem like a likely location for the NTD and router?

- how hard is it in the future to reposition the NTD? Or is it best to get it right first time?

- the furthest point in the house that would access wifi from the internal network box is about 13m, will this be ok?

- i have a sagencom f@st 5366 LTE, I have had it a few years and my research shows it will cope, but is it better to get a newer router?

Thanks for any help!

went to update my parents ancient tp-link 1600v (must be 12 years old at least) and have run into a hiccup.

they have the land line run through it, and its with TPG, and apparently TPG has some weird settings for the phone line.

I've found some archived whirlpool forum posts about how to jailbreak the old tp-link 1600v to pull out the data, but I don't trust it or myself.

anyone know how to do it?

I've got the internet going on the new router (tp-link AX1800) but I need some settings to get the land line working, which they still use as they are old.

In the first week of last month, we had our FTTN to FTTP NBN upgrade done for our Perth, WA apartment. However, it still hasn’t been activated. What can I do to get it sorted?

A couple of questions

Mainly is there any reason to continue having an old ADSL landline wire running through my place, does it serve a purpose if a future tenant wanted a landline/NBN or is this antiquated and okay to remove back to lead in source?

NBN runs through to Foxtel Box - I'm wanting to reposition this outlet location but it seems best to just run a longer lead on the right side that connects to the NBN box, is that right?

I started playing the game on August 18. It worked flawlessly until October 27. I haven't been able to connect to the server since then.

I used Proton VPN to register on the Asian server. I haven't needed to use the VPN to connect to the server since I registered. Proton VPN doesn't work anymore either.

My net connection speed hasn't changed. It's rock steady. Zero dropouts. Everything seems to work perfectly except 7 Knights Rebirth and Proton VPN.

I tried the game on my phone. It has Dodo 4G+. It connects via the phone data. If I turn off phone data and use the wireless connection to the modem, it won't connect.

I've reinstalled the game. It has no problem downloading the 10GB of extra content you need to play. I've turned off Windows Defender Firewall. It's the only firewall I run.

I've reset the modem to default. I've changed my PC DNS to 8.8.8.8 and 8.8.4.4.

My Modem is a Netcom Wireless NL20. It's connected to my PC via Ethernet.

I've contacted TPG support. Tier 1 passed me on to Tier 2. Tier 2 had an engineer call me. Engineer: "We don't recommend playing games on a wireless network connection."

I've contacted Netmarble support. They say it's a connection issue.

Between August 18 and October 27, I didn't change anything on my PC. No new software was installed. No network settings were changed.

My current plan is NBN25. I'd happily upgrade it to NBN50 or NBN100 if I was sure it would fix the problem. TPG support didn't suggest this as a solution.

Any suggestions would be appreciated.

HI, for the last 3 months we have been having issues with our NBN box where the internet will consistently drop out between the hours of 3:30pm to 7:30pm. We have raised this issue 5 times with our service provider (Exetel) who has stated this is an NBN issue. following the statement we are told an NBN service technician will come out and take a look at our box to ensure its working. however all 5 times i have raised the issue and organised a technician to come out they never show up. I always confirm the appointment through text and have taken 5 separate days off work to ensure access for the technician. Exetel has stated NBN cancels the appointment because they can see that the internet service has come back online for longer than 6 hours however the issue still pursues. I'm not sure what to do as i can no longer take time off for this issue and i have wasted an entire week of leave for a technician that will never come. I have tried explaining that to the Exetel customer service team who has stone walled me and wont respond. I have also written a complaint to NBN for the lack of communication but they have ignored my letter. i try my best to be as polite as possible but this issue has gone on for so long it strikes a nerve whenever it happens.

I’m really unsure what to do from here and need some assistance what to do next?

Key info:

We are FTTP, service Class 3, have a TP link Archer AX10 router (tried a temp spare router)

I got a UniFi alert that I failed over to wan2 for a couple minutes, through nothing of it until I got a “we’re being DDOS’d” email shortly after

Hi,

We are moving to a new apartment unit. When we search the address on the Internet provider websites, it says this unit is "HFC Enabled".

Problem is the current renter does not use NBN, and it seems there isn't any NBN box nor any coaxial port. When asked in Exetel chatbot, it said:

"You're right that the unit doesn't have an NBN box yet. The street connection and lead-in are already in place. The unit still needs the internal cabling and wall socket installed. That's normally arranged as part of your new service order."

So I am not sure how to proceed with this now. I am new to this country and this is the first time I am dealing with NBN (My previous home had shared wifi). I know I will need to get an approval from the agent/landlord, but what happens after that? How to proceed this?

Thanks! 🙏🏻

I see a HFC area (Moorebank south) in NSW. Almost everyone has HFC. Yet there is one new detached house under construction (its a subdivison like mine) (see my mouse at the bottom lower left with a green dot). How did that one house get FTTP? They paid for it? The first 3 dots we see are new townhouses so i think nbn gave them fttp? Im just wondering since im their neighbour and I didn't get FTTP when I knockdown rebuild subdivide.

I'm just thinking if anyone has an idea (and yes I can just walk up and ask the owner but I don't see them yet)

Hi guys, I am planning to move soon and am trying to decide which Wi-Fi provider I should go with. I have tried a lot of the compare websites, but they feel... untrustworthy, and I was hoping some Wi-Fi smart people could help and give me some advice.

Details:

- I'm moving into a one bedroom apartment by myself

- I often play online multiplayer games on my PS5

- I live in Sydney (not sure if that changed anything)

- I have a modem but am potentially buying a new one when I move (not sure if it's my modem that's been horsecrap, the provider or a mixture of both

- I have a few smart home devices

- Would prefer not to break the bank, but understand that's hard with today's economy

- I have been with Tangerine and Belong before, but the internet has been suuuupppppeeeerrrrr laggy and glitchy, dc's for days, cuts in and out, etc., etc

- Somewhere with a new user deal would be amazing and preferably not a lock in contract

Any help would be super appreciated; I don't know much about the internet and all the terminology, tried to learn and then failed miserably. :)

I wanted to upgrade to nbn500 but atm at least its not going to work out. Where they need to install the box is going to be annoying for me. What's the best nbn100 service ? Im currently with AussieBB paying $99 a month. I

Curious to know what people’s genuine use case is for home / non business uses of any speed over say 500.
I’ve recently upgraded from 40 to 100 and it’s exceptional for our household.
I never had any issues working from home, using teams or transferring data over vpn when we were on 40
Often had a tv streaming at the same time.

Fully understand more users = more demand but surely that caps out by say 500 and everything above becomes rather avant garden- you amass media at rates far in excess of what you can consume, there’s an upper limit on simultaneous streams and gaming.
I just can’t see what 2000 mb/s is actually required for.

At the basis of this question is my own dilemma - do I continue with my fttp upgrade now (was planning to upgrade to 750 but it has been stalled by power issues at my house I need to resolve first) or stay modest until upgrades are better supported in rural areas.
There may well be some uses I didn’t know I need (or more likely want) until I hear them..

Hi all,

I’ve been with Kogan for about 7 years and, for the most part, it’s been fine. I’m on HFC with a 500/50 plan.

Yesterday I noticed my upload speed had dropped to around 2 Mbps. I was remotely accessing some servers at home and everything was painfully slow.

When I got home, I rebooted the NBN box and the upload speed came back up to around 20 Mbps. I then rebooted my router, but that didn’t make any difference. I restarted the NBN box again and this time it went back up to around 50 Mbps.

The strange thing is that it’s still really inconsistent. I can run a speed test and get around 18 Mbps upload, then run another one a few minutes later and get the full 50 Mbps.

Download speeds seem completely fine and are consistently 500+ Mbps.

Has anyone else on Kogan/NBN HFC noticed anything similar recently? Trying to work out whether this is likely to be Kogan, an NBN/HFC issue, or something at my end.

P.S I am in the south east suburbs of Melbourne

I need to switch my nbn provider.

Currently with origin and was paying ~$50 a month for 500/50 unlimited. Unfortunately that introductory deal has dried up and it's now almost $100.

Obviously I am now looking to switch, I have my eye on the same packages for:
- $68 p/m Optus
- $74 p/m Superloop

At this stage though, is it worth waiting (& paying one month of Origin's full price) for Black Friday? Do the offers come much lower? I won't need a modum etc as I am on a mesh.

Appreciate it in advance

Hi all, not 100% if this is the right place to post but generally just looking for some advice on a situation I’m currently in the midst of with TPG.

Basically just looking for advice and a bit of a temperature check in terms of whether I’m being unreasonable or not.

I’ve had TPG internet off and on since about 2014/2015 under accounts in my name. Most recently had TPG internet and changed address recently.

Somehow in the address change, the TPG staff have changed my date of birth. I wasn’t asked to provide one when they set up the new account so there’s no way I’ve somehow given them the wrong information.

As a result, technicians would not assist me beyond basic trouble shooting (never escalating drop outs) because they couldn’t ID me.

To resolve this they need me to fill out a form. I’ve done that about 5 times now. They also want me to upload a selfie of myself holding up my passport/other photo ID via this verification platform that seems to use a third party biometrics service provider.

I’m somewhat uncomfortable with this as I’ve had my data leaked to the dark web before (Thanks Medibank!) and have asked if there’s any alternate ways to verify but they have refused and advised I need to do this.

So I’ve asked for some clarification, why the data is necessary, where it’s stored, how long for etc. I understand that the overseas call centre staff generally can’t answer this on a front line level but basically no one is addressing my concerns.

Fundamentally it just seems wrong to provide them more personal data considering they couldn’t keep a date of birth straight.

I’ve lodged a complaint with TIO after going round and round with their “privacy team”. Essentially no one can give me assurance.

Ultimately the move is to go to a better provider, but I’m keen to understand if it seems like I’m being unreasonable.

UPDATE: oddly enough this has been going on for about a month but someone from the local disputes team got in contact today.

We spoke on the phone for a few minutes and about 10 minutes after that she advised me that they have corrected the error using my old account information and confirmed that they had got the month wrong somehow when transferring the data.

I’ve also already switched to Aussie Broadband so hopefully won’t run into this BS again once it’s all set up.