Skip to content Skip to main navigation

Ask RiotACT

Your convenient chemist with the biggest range of Beanie Boo’s in CBR

TPG – Internet service provider

By VanH - 19 June 2012 25

I live in Canberras south and currently use TPG as my internet service provider. I have been with TPG since 2005 and have found them to be a great provider as far as speeds/quotas/pricing is concerned. My gripe is that over the past 6 or so months my ADSL2+ speeds have dramatically been slowing down and now are not much faster than dial up speeds……I am on an unlimitted download/upload plan so there is no shaping issues. I know of a another person who is on TPG who infact has even slower than dial up speeds. Is there anyone else out there that is experiencing this issue with their ISP’s or are with TPG?

I have contacted them on numerous occasions only to be told that they are looking into it and that the issue has been escalated????

What’s Your opinion?


Please login to post your comments, or connect with
25 Responses to
TPG – Internet service provider
Filter
Showing only Website comments
Order
Newest to Oldest
Oldest to Newst
VanH 2:05 pm 22 Jun 12

thatsnotme said :

VanH said :

I checked my distance from the exchange to my house and it is 1.5km direct line of sight with an estimated cable length of 2.2km and an estimated speed of 12mbps.

Downstream:
Data rate (kbps) = 6228
Noise margin (db) = 6.0
Attenuation (db) = 39.9
Output power (dbm) = 20.4

How do Ii check for Cyclic Redundency Check Errors?

Sorry, I forgot to mention that they’re often referred to CRC Errors through the router. It’s possible that your router mightn’t show them – not all do. They could also be called something like unrecoverable errors.

Are you getting frequent dropouts of your service? Does your router show you how long you’ve been connected?

There have been plenty of times that it has dropped out and on a few occasions I haven’t been able to re-connect for hours…..

I think my router does record the time you have been connected etc…..and you can save the logs too.

thatsnotme 9:44 am 22 Jun 12

VanH said :

I checked my distance from the exchange to my house and it is 1.5km direct line of sight with an estimated cable length of 2.2km and an estimated speed of 12mbps.

Downstream:
Data rate (kbps) = 6228
Noise margin (db) = 6.0
Attenuation (db) = 39.9
Output power (dbm) = 20.4

How do Ii check for Cyclic Redundency Check Errors?

Sorry, I forgot to mention that they’re often referred to CRC Errors through the router. It’s possible that your router mightn’t show them – not all do. They could also be called something like unrecoverable errors.

Are you getting frequent dropouts of your service? Does your router show you how long you’ve been connected?

VanH 8:28 am 22 Jun 12

thatsnotme said :

VanH said :

Disinformation said :

Having been involved in the provisioning, support and faultfinding of various different types of network technologies for the last twelve years or more, nobody can convince me that ADSL’s biggest problem causing issues aren’t overwhelmingly between the exchange and the customer premises equipment.
Many ISP’s are oversubscribed, but when speeds vary regularly with other than the obvious peak usage times based on geological locations, one gets very suspicious. When ADSL became available, I ditched DoV ISDN and went with it, swapping ISP’s at least four times since. Each ISP swap provided identical performance and stability with standard ADSL modulation, even while changing and testing routers. (ADSL2 provided some modest variations). So while I encourage investigation of the ISP’s regional behavior reports to give you an idea of their reliability, I would encourage you to investigate your individual connections to the exchange as much as you possibly can.

So I guess to investigate my connection to the exchange, I will need a technician of some sort to do this? I also assume that this would be done by TPG….

Possibly. There are a number of things that, depending on which router you’re using and what information it provides you, you could check to try to determine where the issue lies.

Re your drop in speed after TPG ‘reset your settings’, it sounds like they may well have put you on a different line profile from the exchange. They can adjust your settings, to make your connection more or less aggressive – ie, if you’re on a good quality line, they can use a profile that would cause errors on a dodgy line, that would generally increase speed. They may have changed you to a more conservative profile, which will reduce errors and disconnects, while also reducing your speed.

Some things you can check yourself:

1. Go to http://www.adsl2exchanges.com.au and enter your address in there. You’ll get an approximate distance from you to the exchange you’re connected to, with an estimate of what speeds you could potentially reach. Those numbers are by no means gospel – phone lines don’t follow straight lines, and any problems with the line will reduce your maximum speeds. But if, for example, your estimated speed was 15,000kb/sec and you were only getting 5,000, then you’d know that something’s seriously wrong somewhere along the way…

2. Check the stats from your router. See if you can see a number for Signal to Noise Ratio (sometimes called SNR). The lower the number (under 10 or so is getting low) the more flaky your connection can be. Line Attenuation is another measure. It’s a measure of energy loss, and a lower number is better. Mine sits at 48 receiving, on a 5.5Mbit connection – that’s fairly high. Lastly, Cyclic Redundency Check Errors. This is a measure of how many errors you’re receiving in the data that you receive. If an error is encountered, then that data needs to be resent – so if you’re getting a lot of errors, you need to have a lot of data resent, which slows everything down.

3. Hopefully TPG already got you to do some of this stuff, but make sure you try using different ADSL filters, and remove all other telephones from your line to reduce any interference from other stuff.

However, if your sync speed remains high, but your actual download speed is still poor, in the absence of lots of errors when you download, you may be looking at TPG having inadequate bandwidth from your exchange…so once a lot of people get on, you end up with a choke point. If that’s the case, TPG buying more capacity is the only thing that will fix it – or changing provider.

I checked my distance from the exchange to my house and it is 1.5km direct line of sight with an estimated cable length of 2.2km and an estimated speed of 12mbps.

Downstream:
Data rate (kbps) = 6228
Noise margin (db) = 6.0
Attenuation (db) = 39.9
Output power (dbm) = 20.4

How do Ii check for Cyclic Redundency Check Errors?

thatsnotme 6:18 pm 21 Jun 12

VanH said :

Disinformation said :

Having been involved in the provisioning, support and faultfinding of various different types of network technologies for the last twelve years or more, nobody can convince me that ADSL’s biggest problem causing issues aren’t overwhelmingly between the exchange and the customer premises equipment.
Many ISP’s are oversubscribed, but when speeds vary regularly with other than the obvious peak usage times based on geological locations, one gets very suspicious. When ADSL became available, I ditched DoV ISDN and went with it, swapping ISP’s at least four times since. Each ISP swap provided identical performance and stability with standard ADSL modulation, even while changing and testing routers. (ADSL2 provided some modest variations). So while I encourage investigation of the ISP’s regional behavior reports to give you an idea of their reliability, I would encourage you to investigate your individual connections to the exchange as much as you possibly can.

So I guess to investigate my connection to the exchange, I will need a technician of some sort to do this? I also assume that this would be done by TPG….

Possibly. There are a number of things that, depending on which router you’re using and what information it provides you, you could check to try to determine where the issue lies.

Re your drop in speed after TPG ‘reset your settings’, it sounds like they may well have put you on a different line profile from the exchange. They can adjust your settings, to make your connection more or less aggressive – ie, if you’re on a good quality line, they can use a profile that would cause errors on a dodgy line, that would generally increase speed. They may have changed you to a more conservative profile, which will reduce errors and disconnects, while also reducing your speed.

Some things you can check yourself:

1. Go to http://www.adsl2exchanges.com.au and enter your address in there. You’ll get an approximate distance from you to the exchange you’re connected to, with an estimate of what speeds you could potentially reach. Those numbers are by no means gospel – phone lines don’t follow straight lines, and any problems with the line will reduce your maximum speeds. But if, for example, your estimated speed was 15,000kb/sec and you were only getting 5,000, then you’d know that something’s seriously wrong somewhere along the way…

2. Check the stats from your router. See if you can see a number for Signal to Noise Ratio (sometimes called SNR). The lower the number (under 10 or so is getting low) the more flaky your connection can be. Line Attenuation is another measure. It’s a measure of energy loss, and a lower number is better. Mine sits at 48 receiving, on a 5.5Mbit connection – that’s fairly high. Lastly, Cyclic Redundency Check Errors. This is a measure of how many errors you’re receiving in the data that you receive. If an error is encountered, then that data needs to be resent – so if you’re getting a lot of errors, you need to have a lot of data resent, which slows everything down.

3. Hopefully TPG already got you to do some of this stuff, but make sure you try using different ADSL filters, and remove all other telephones from your line to reduce any interference from other stuff.

However, if your sync speed remains high, but your actual download speed is still poor, in the absence of lots of errors when you download, you may be looking at TPG having inadequate bandwidth from your exchange…so once a lot of people get on, you end up with a choke point. If that’s the case, TPG buying more capacity is the only thing that will fix it – or changing provider.

Can 5:13 pm 21 Jun 12

Luckily, you are not with DoDo, there is no customer service from the bloody bird at all!

Related Articles

CBR Tweets

Sign up to our newsletter

Top
Copyright © 2018 Riot ACT Holdings Pty Ltd. All rights reserved.
www.the-riotact.com | www.b2bmagazine.com.au | www.thisiscanberra.com

Search across the site