TPG NBN not satisfied, can I cancel and rollback?

Leco2 on 04/09/2017 - 05:21

Hi guys,

I have been with TPG ADSL for over 15 years, I was on their $79.99 phone and internet bundle. Because I live very close to the exchange, my internet speed is typically very good, eg 13 Mbps. Recently a TPG Sales lady persuaded me over the phone to switch to their NBN package. It is a 18 month contract for the same price also phone and internet (NBN 12) bundle.

When my NBN internet was turned on yesterday, I found the internet speed was barely 3 Mbps. I checked TPG website, they said, for NBN base speed "NBN 12", the expected speed should be between 5 Mbps and 12 Mbps.

I am not happy because for the same price I am getting much worse service.

I wonder if I have the option to switch back to my old plan. Do I have any ground asking for this?

My arguments would be, I might still have the cooling-off period right (it's only 3 days), or I can say the NBN service they provide does not meet their advertised terms/value.

My lesson learnt here 1) when get sales "pushed" over the phone, you normally don't have the time to do proper research. 2) TPG NBN can be "not great" such as in my case. (To be fair and credit to TPG, my ADSL2 is quite good, and I want to stay).

Will appreciate your opinions to this.

Thanks.

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Comments

  • jimbobaus on 04/09/2017 - 06:55
    +34

    Once you switch onto nbn you can't switch back to adsl. (As per regulations regarding nbn)

    You can however get them to release you from your contract and you can go with a different nbn provider.
    TPG nbn is average due to their contention ratios. Basically they only buy so much bandwidth so that they can offer it at a low price but stil make a profit.
    Jumping on whirlpool forums you will find multiple people with the same issues you are having.
    Check out Aussie Broadband or infinity teleco their contention ratio is very good and as a result you will get much better speeds during peak times.
    The technology used for your nbn also has a bit to do with the speeds you can expect also.
    If you are on fibre to the node you won't see speeds over 25mbs but if you only want 12/1 then shop around and find a provider with good contention ratios.

    • eco2 on 04/09/2017 - 07:05

      Thanks. Will I have better luck if I bite the bullet and upgrade to their 25 Mbps plan? Or my preferred option is switch provider.
      I am also afraid that I could be stuck with TPG with my 18 months contract, what's the process to get released from my contract?

      • jimbobaus on 04/09/2017 - 08:38
        +16

        Upgrading your speed tier will make no difference with them if they don't have decent ratios. People on 25 are probably getting 3 like you are.

        If you complain they are not delivering the promised speeds you are entitled to be released from your contract. Just stand your ground.

        • DangerNoodle on 06/09/2017 - 17:56
          +1

          Depends on his contract. I just signed up with tpg and in their terms and conditions, you have to forfeit your right to consumer guarantees or they won't sign you up. Thought it was pretty crap of them.

        • Jackson on 06/09/2017 - 19:08
          +5

          @DangerNoodle: you can't be forced to forfeit your consumer guarantees. That's just T&Cs bullsh!t that telcos have been peddling for decades. Every T&Cs doc will have a note saying that this cannot interfere with your rights under Australian Consumer Law. It's not the wild west

        • dfaktz on 07/09/2017 - 04:10
          +3

          @DangerNoodle: If you get a moment and you're able to find your T&C's online, would you mind sharing a link? This is something the ACCC takes seriously and enforces strictly — I would love to read through, verify and then pass it along to someone I know. Thanks!

        • DangerNoodle on 08/09/2017 - 07:54

          @dfaktz: not sure if I can post links yet but it's at this link. (otherwise Google TPG customer guarantee, should be the top link from tpg)
          https://www.tpg.com.au/terms_conditions/tpg_voice.php

          Section 1.2 (c) fifth row down. From what I can find out the customer service guarantee is meant to protect the customer against poor service. By waiving this, you essentially forfeit your right to bail early if poor service is received and you're in an 18 month contract.

      • whodidthat on 04/09/2017 - 12:37
        +9

        If TPG won't help, go through TIO. Tell them you are not getting the service you paid for. You will end up being released from your contract.

        • fleetfeather on 06/09/2017 - 16:33

          Well, it shouldn't be hard to get them to release him from the contract regardless of TIO involvement. The issue is finding the OP a better quality of service, which he might have trouble with depending on how overloaded his closest exchange is…

        • whodidthat on 07/09/2017 - 13:30

          @fleetfeather: I doubt TPG would release him from the contract that easily, I've dealt with them before. I also had to get TIO onto them to get "the job done".

      • SubNoize on 05/09/2017 - 23:10
        +28

        remember to vote against the liberal party because they're 100% the reason the country has been (profanity) over with this sorry excuse for "internet"

        • LudusLake on 06/09/2017 - 08:07
          +26

          @SmithInOz: I would rather wait years for fast internet than to have the government waste billions on this bull crap mixed technology, which by the way had the ex-NBN CEO label the plan as a 'colossal mistake'.

          Our internet is so trash even Kenya is ranked higher in terms of internet speeds. Now we have countless people like OP who have NBN speeds slower than their previous ADSL connection, and the only way to fix the liberal party's mistakes is with more time and more money.

        • UltimateAI on 06/09/2017 - 09:58

          @LudusLake:
          Key point is the slow speeds are nothing to do with nbn technology.

          Government is failing us for not enforcing user cvc ratios.

          I knew people of 22mbps adsl2 but I personally live in Sydney metro (new area) and were on a rim. Lucky to get 4mbos download. I would have had to move, as we were not even on the rollout schedule.

          What I had with adsl was below third world.
          Commercially deploying FTTN is a quick revenue grab to fund future upgrades. A realistic fibre rollout would be more like 500 billion. Which given the developments in wireless would be an enormous risk.

          But I still want fibre, and by the time it is deployed FTTN infrastructure would have reached and of commercial life and the backbone re-used.

        • itstuan on 06/09/2017 - 10:08

          @SmithInOz: you're lucky with 4Mbps ADSL speed, I have only 0.34mbsp, which is even below your below third world. What a disgrace to Australia.

        • Zondor on 06/09/2017 - 11:28

          @SmithInOz: A half asses solution that barely keeps up with today's speeds is NOT better than fiber which is a 100 year technology.

        • kasp on 06/09/2017 - 12:07
          +4

          @SmithInOz:

          You would have had it at the same time if not later due to the fttn build. While fttp is slower to deploy it would have been completed sooner than scrapping fttp and doing fttn. Remember they said it would be done by 2016 and they hadnt even started by then.

          Then you have the fact that improvements in fttp deployment which theu were trialing out makibg it quicker and almost as fast as fttn builds which also saves money.

          Granted it wasnt an ideal deployment but nothing politically charged ever would be. However it wasnt as retarded as completely dismantling a build just as it is hitting peak scale and starting from scratch with a worse technology then wondering why the costs blew out making it more expensive than the superior build. Thats all on the liberals.

        • kasp on 06/09/2017 - 16:27
          +1

          @SmithInOz:

          Also the fibre rollout won't resume once the initial rollout is complete. Part of the renegotiation the liberals did with Telstra in order to buy the copper network off them was that they no longer had to provide working pits. Turns out Telstra allowed the state of the pits to get so bad that in order for FTTP to happen there will be another 10 or so billion added to the cost of deployment to change to FTTP.

          So whoever wants to goto a FTTP build will get slammed by the other side because of gigantic cost blowouts regardless of who was responsible.Liberals for (profanity) it over or Labor for being irresponsible with money blah blah you have seen how it has gone. So yeah FTTP is dead in the water until literally we are so far behind the entire population is begging for it and then it will be 10+ years before it will be deployed.

        • cazulu3 on 06/09/2017 - 17:41

          What? that sounds like freakin Dial Up.

        • chiefbodge on 06/09/2017 - 22:08
          +5

          Although I hate the MTM and think FTTN is a complete waste of money, this has nothing to do with labor/liberal or technology.

          This is purely due to the cost of CVC (size of the pipe the RSP purchases to a particular area). Because the NBN has to be paid for by the users of the network and not the tax payer the CVC is set to a price that will allow the network to be paid for fairly among light/heavy users.

          Unfortunately RSPs have worked out they can get away with skimping on this at the cost of peak time speeds. There are many different ways to solve the issue but they all have big downsides:

          1) Get rid of CVC and just charge a fixed fee per speed tier, con: light users will end up with very expensive plans
          2) Drop the price of CVC, con: the tax payer has to foot more of the bill
          3) Force RSPS to purchase adequate CVC, con: no more budget RSPS / unlimited plans which some customers might prefer.

          In my opinion NBN should publicly publish CVC capacity and usage graphs for every RSP then dodgey RSPs can be named and shamed in the media, this information though is considered highly confidential and RSPs would be dragged kicking and screaming into it.

          I think eventually consumers will get smarter and vote with their feet and hopefully it hits dodgey companies like optus/tpg hard.

        • nautic on 07/09/2017 - 05:53

          @SmithInOz: Lol at wireless. We can't even get proper cellular reception yet. What makes you think internet will be any better?

        • Praeto on 07/09/2017 - 14:30

          @chiefbodge:

          "Although I hate the MTM and think FTTN is a complete waste of money, this has nothing to do with labor/liberal or technology."

          If you're seeing terrible speeds during peak hour but hitting your max during offpeak, then it very well may be a CVC issue.. If you're getting 3mbit/s all day every day, it very much is a technology issue as a result of the liberals. There are people I know on my exchange (with the same provider) that are getting 3x the speed I get. That's not CVC, it's the shitty copper network that the liberal party saddled us with.

        • UltimateAI on 07/09/2017 - 23:08

          @Praeto:
          Forget the exchange are they on your node?
          Lodge a complaint with TIO, should be fixed within 2 months.
          Most ISP's will action the complaint but add minimal capacity.
          Be prepared for at least 3 upgrades, each with a 2 week delay.

          Well worth following up.

          Check you max sync speed,not your sync speed. The max is what the technology will do over your line. Anything less is either logical restriction or capacity.

          If it less than 12mbps, yes will be the copper, but NBN will rectify as required.
          NBN co actively monitor for degraded links below 12mbps and disconnections.
          They do not monitor your internet speeds as that is your isp.

        • Praeto on 07/09/2017 - 23:56

          @SmithInOz:

          In both comments of mine that you replied to I actually meant the same node. Apparently it's hard to switch terminology after 20 years. :)

      • Slippery Fish on 06/09/2017 - 10:53

        I just went with buzztelco fixed wireless and get around 20-24meg pretty constant on 25/5, costing me 49 a month unlimited and I believe i could have a Skype phone if I wished.

      • tariqsaleem on 06/09/2017 - 11:35

        I am on their 25mbps package and I normally get 22-23 Mbps down and 5mbps up. But I guess likes others have said, it would depend on how many users are in your area

    • EightImmortals on 04/09/2017 - 07:38
      +1

      "If you are on fibre to the node you won't see speeds over 25mbs…"

      Srsly?

      I get more than that on my NBN wireless connection?

      • kipps on 04/09/2017 - 08:02
        +4

        Yes, seriously. Whirlpool is littered with complaints about this.

        • EightImmortals on 04/09/2017 - 08:20
          +1

          Wow, I thought they were supposed to go to 100Mbps?
          Oh well, I wont push to be connected to the node they just installed on the corner in that case. :)

        • JimmyF on 04/09/2017 - 08:49
          +1

          @EightImmortals: They do get 100, in the middle of the night or day.

        • EightImmortals on 04/09/2017 - 09:14

          @JimmyF: Ah, so it's a congestion thing then?

        • JimmyF on 04/09/2017 - 11:19
          +5

          @EightImmortals: Yes/no…. Its a CVC thing, which is the size of the pipe the ISP buys on the NBN network. Which is too small so creates 'congestion' on that ISP.

          Its not NBN network congestion, just the ISP hasn't bought enough CVC bandwidth.

        • EightImmortals on 04/09/2017 - 11:47

          @JimmyF: Yeah…..maaayyybee….I have the same issue from about 4PM onwards and all through the weekends. So I commissioned a second ISP using a totally different backend network on the spare NTD port and bot ISP's were pretty much in sync in terms of speeds. The way I figured it was that the tower had been oversubscribed and I now have to suck it up for a couple of years until NBNco fixes it.

        • JimmyF on 04/09/2017 - 11:49
          +2

          @EightImmortals: There have been some articles on CVC lately. Most ISPs only have 3-4mbps PER USER regardless of the speed 'sold'.

          So during peak times, this is why most users are seeing these speeds. ISPs are being cheap (and users are too)

        • Zachary on 04/09/2017 - 14:15

          @JimmyF: So which ISP has enough CVC so that everyone gets their advertised speeds?

        • JimmyF on 04/09/2017 - 14:35
          +1

          @Zachary: sadly it would seem NONE! But Telstra has the 'most' or so they say, Telstra is running at 1:15 vs the 'normal' of 1:30 for the other ISPs.

          http://www.smh.com.au/technology/technology-news/nbn-congest…

        • Zachary on 04/09/2017 - 15:29

          @JimmyF: OH…..so then everyone should all go with Telstra then since they have the most? How much do these CVC cost? Can we buy one ourselves to spite ISPs? hahaha

        • JimmyF on 04/09/2017 - 15:35
          +1

          @Zachary: Start your own ISP and yes, you can buy as many CVCs as you like!

        • Zachary on 04/09/2017 - 15:40

          @JimmyF: Oh so you can't buy these by themselves? Huh…. I take it that I will need quite a bit of capital to start my own ISP…..

        • PVA on 04/09/2017 - 16:32
          +1

          @EightImmortals:
          You can get higher speeds, its dependant on the length of copper from the NBN FTTN to you, and its quality.
          Someone at whirlpool has an interactive map and gives the estimated speed for your address/ areas, some are 25 max.

        • jimbobaus on 04/09/2017 - 16:38
          +9

          @JimmyF:
          I don't know how accurate the numbers are but yeah CVC Matters a great deal.
          My friend is on Aussie who advertises 1:45 ratio. He is on 100/40 HFC and at around 7pm speeds drop to around 50mbs
          His next door neighbour on one side is on TPG HFC 100/40 and gets 2-3mbs during peaks.
          His neighbour on other side Is on bigpond hfc nbn and gets around 55-60mbs during peaks.
          So it's clearly in that case a matter or ratios.

        • JimmyF on 04/09/2017 - 21:51

          @jimbobaus: Its all about the CVC speeds of that ISP and ratios etc and when people are using it etc.

          As you have pointed out in your examples of '3' friends all getting different results, two being next door and on the same 'nbn' network, but different IPS and different CVC/ratios etc.

        • dazweeja on 05/09/2017 - 00:03
          +2

          @JimmyF:

          That article says that Telstra "predicts" that it will double it's CVC spend. It also doesn't say what Telstra's current ratio is - it may currently be below average - so the 1:15 figure is no more than a guess at what Telstra's ratio may possibly be at some future unspecified time if they do follow through on their prediction. Also note that it says that Telstra will double it's CVC spend, not CVC spend per customer.

          There is no indication that Telstra has the most at all.

        • nautic on 07/09/2017 - 06:01
          -2

          What a surprise, on Whirlpool thee pro-liberal run site.

        • Praeto on 07/09/2017 - 14:34

          @JimmyF:

          That's very much an oversimplification.. CVC plays a part, but almost everyone I know with low speeds are suffering from the same shitty speed 24/7. There are plenty of cases where it's not a peak / off peak CVC issue, it's copper line quality.

        • JimmyF on 07/09/2017 - 15:06

          @Praeto: This is ozbargain, the oversimplified version is all people get.

          If you have crap copper, then your line SYNC SPEED would be low and if you don't get the min line speed they'll fix it.

          Don't get me wrong, FTTN should die, but people with FTTP are having issues as well. ISPs went cheap!

      • ATangk on 05/09/2017 - 09:56

        Liberals NBN is what you can thank for FTTN 'technology'. The old FTTP would have been up to standards- but only just.

        • gravewax on 06/09/2017 - 08:32
          -1

          FTTN or FTTP makes no difference in these scenarios. The issue isn't the technology delivering to the front door, it is the amount of backhaul/CVC's the ISP are paying for. You could have a 10gig pipe to your door but it will make no difference if you are not with an ISP that purchases the very very expensive CVC's to provide the capacity.

        • ATangk on 06/09/2017 - 09:37
          +4

          @gravewax:

          Yes you can have 10gig line and not get anything, but if you have a 25mbps copper line, you cant pay a million bucks to get faster net.

        • Slippery Fish on 06/09/2017 - 10:58

          Lol by time it's setup it'll all be 5g anyway, what a epic waste.

        • ozbargainer88 on 06/09/2017 - 16:26
          +1

          @Slippery Fish:
          Wireless will never be better than fixed line.

        • Slippery Fish on 06/09/2017 - 16:39
          +1

          @ozbargainer88: it doesn't need to be, it just needs to be better than shit speeds being had by many atm.

      • UltimateAI on 05/09/2017 - 18:17

        That is rubbish. I am on FTTN thought it was crap for 2 months, one of the first areas. I complained to Telstra and to their credit they acknowledged congestion and scheduled a series of upgrades.
        Lots of families with teenagers they were not prepared for the demand.

        I only pay for a 50mbps plan and speedtest shows around 52mbps 24x7.

        Neighbours in the area are in different providers have a crap experience, some worse than adsl during peak.

        Never been a supported of Telstra but more than happy with FTTN.

        Have terabytes of data on the cloud, still don't like the thought of FTTN ping times are great, speed is great. Received NBN years ahead (were not even on the earlier published plans). But I still can't get rid off the negative FTTN image out of my head.

        I would move to a slower speed, however it was thrown in when I signed up.

        • Praeto on 07/09/2017 - 14:40

          Original comment was obviously hyperbole. However most people are not as lucky as you seem to have been.. I have 4 friends in my area that are on the same provider and exchange. Our average speeds range from 10mbit/s to 60mbit/s, and it comes down entirely to the copper network and how far we are from the exchange. In nearby suburbs, I don't know anyone that has received over 15mbit/s.

          Your experience doesn't match with what many are seeing.. Especially those outside cities.

        • UltimateAI on 07/09/2017 - 21:30

          @Praeto:
          Partially agree, although technically as 100% of FTTN users will have shorter copper lengths and 100% will have better connections.

          The user experience is directly linked to the isp enforced sync sped (not max sun speed) and CBC capacity.

          Remember with FTTN capacity needs to be purchased and managed right up to each node, whereas adsl and FTTP was/is up to the exchange.

          The entire business model of NBN is not a fit for FTTN.
          Again I can assure you it's not the technology, but the business model and supporting process.

        • Praeto on 08/09/2017 - 00:00

          @SmithInOz:

          As mentioned elsewhere, I actually meant node in my posts. Just used exchange out of habit. So to reiterate, we are on the same node, same ISP and have a range of at least 50Mbit/s (if not more). We also have disconnections at least 3x a day, and worse when it rains.

          You may be adamant that the copper network is not the problem here, but it is.

      • Brett308 on 06/09/2017 - 07:34

        I just got FTTN connected. My Adsl was bad at 5Mbps/0.8Mbps. FTTN is 96Mbps/36Mbps. unfortunately its all just a lottery, lucky for me i won.

      • binusam2007 on 06/09/2017 - 19:12

        I'm getting 81Mbps on FTTN

    • bonezAU on 04/09/2017 - 14:21
      +9

      If you are on fibre to the node you won't see speeds over 25mbs

      This is not true for everyone, FTTN is VDSL technology, so a similar rule applies with how far away you are from the node, just like it did with ADSL depending on how far away you were from the exchange.

      If the node is on your front door step, your modem can sync at 100Mbps or more, if the node is 700m away from you then you might only see 40Mbps. They're just examples, but flat out saying that you won't see speeds over 25Mbps on FTTN is not true.

        • samcro on 04/09/2017 - 20:07
          +2

          You have now. Getting 80-90, sometimes 70, sometimes 50-60. With MyRepublic.

        • Efendy on 05/09/2017 - 03:25
          +3

          I am on Telstra fttn and get 94/37 day and night. Node is across the street which helps!

        • YellowDieselGolf on 05/09/2017 - 15:47
          +1

          I get up to 80 with internode. I'm on the next street from my nearest node.

        • abuch47 on 05/09/2017 - 15:49

          I get similar speeds with MR FTTP. mostly pretty close to max of 95, been as low as 10 though.

      • twig on 07/09/2017 - 11:30

        VDSL tech has a higher drop-off rate over distance than ADSL2.

        Theoretically it can deliver more speed, but only if you live closer to the exchange. For people which live around 2-5km from the exchange, so their speeds will be worse than on ADSL even though it was the same wiring.

    • DemocracyManifest on 04/09/2017 - 16:15
      +5

      That's not true I'm on FTTN with Telstra and get on average 75mbps everyday and sometimes higher in the 80-90s

      • h4lcyon on 04/09/2017 - 19:14
        +1

        Agree.
        ADSL was 13mbps down / 1 up
        FTTN is 70mbps down / 40 up

        As per above everyone's situation is different, but most base plans are capped at 25mpbs.

        • DemocracyManifest on 04/09/2017 - 19:52

          I get it's a pretty shit deal and all but you have to pay the money for something decent and TPG are just cheap. At the end of the day the price differences aren't huge anyway thankfully and I get basic foxtel with mine so I'm happy, get the music channels and save on going to the pub

        • h4lcyon on 06/09/2017 - 12:16
          +1

          @RupertMurduck: Yeah - paying a bit more for something that works, is almost always better than pay 1/4 for something that doesn't!

        • DemocracyManifest on 06/09/2017 - 12:53

          @h4lcyon: Telstra's backhaul is better than Optus's, and it's the reason I went with them as well as them not charging me the $300 connection charge. I had FTTH prior with Telstra and in prime time couldn't even stream Netflix, was unbelievable, and that was 100/40.

    • StonedWizard on 05/09/2017 - 06:08
      +2

      I'm on FTN and on a 100mbs plan but still get 80mbs down and 36mbs up no matter what time of the day it is. I'm with Telstra so so could just be my area.

    • ian895 on 05/09/2017 - 08:06
      +1

      I'm sorry, but suggesting that you won't see speeds over 25Mbps on node is laughable. I am on node, and given my short distance to the node, I reach a very stable 82mbps.

      Sure, the speed tapers off the further away you are from the node, and the law of averages will see most people below about 40-50, but luck of the draw with distance (and line quality) could see a decent speed indeed.

      As for TPG, throw them in the bin. Virtually any provider offering an unlimited tier in their plans more than likely has bad contention and your speed will slow to a crawl during peak times (and probably other times too).

      Skymesh would be my pick. No fees whatsoever, no contract, competitively priced and decent contention.

      Shouldn't be hard getting out of a TPG contract….

      • ShortyX on 05/09/2017 - 20:32

        Skymesh would be my pick. No fees whatsoever, no contract, competitively priced and decent contention.

        Don't go Skymesh. They've been bought out and have reduced CVCs to reduce costs. Go with Aussie Broadband or Telstra.

    • redvaldez on 05/09/2017 - 09:38
      +2

      If you are on fibre to the node you won't see speeds over 25mbs

      Disagreed. On ADSL2 I was 6/1Mbps. I had my NBN connected within the first week of it becoming available and recorded a best of 85/38Mbps. Last time I did a speed test in peak times it was 70/35Mps. On a 100/40Mbps Internode plan.

      FTTP would still have been my choice but I'm happy with my FTTN connection.

    • SteveM on 05/09/2017 - 10:49
      +1

      "If you are on fibre to the node you won't see speeds over 25mbs"

      This is incorrect, I am on FTTN and get 60mbs at around 500 Meters from the cabinet.

    • weightless on 05/09/2017 - 11:43

      Not 100% true. It's possible but not all service providers (SP) know the process. Your SP can request NBN perform a transition reversal (Switching back to prior telecommunications service) within 5 business days of the order completing. The downside is that it does cost $250 and you will eventually need to move across to NBN anyway.

      As jimbobaus mention, your best bet is to get out of your contract (As the service fails to meet the expectations set by sales) and go with another provider.

      +1 for AussieBB, as I think they are the only company trying to make a difference

      Source: worked for 2 of the big 4, NBN Operations Manual, Page 97 (http://www1.nbnco.com.au/content/dam/nbnco2/documents/sfaa-w…) and NBN Price List, Page 18 (http://www1.nbnco.com.au/content/dam/nbnco2/documents/sfaa-w…)

    • buddylove on 05/09/2017 - 13:29
      +1

      Your comment 'If you are on fibre to the node you won't see speeds over 25mbs' is not true.
      Im on 100/40 with FTTN using AussieBroadband. My speedtests are consistently above 93/37 even during peak hours.

      I am roughly 350 meters from my node in an estate that is 15 years old so the copper wiring is still fairly new.
      I did remove about 30 meters of excess telephone cabling from my house, it now comes in from the street straight to my garage where my vdsl lives.
      I remove the excess wiring when I was still on ADSL and my syncs increased by 10% so does play a factor in my good sync speed.
      My modem uses a broadcom chipset which is apparently one of the better choices for fast/stable syncs.

    • UltimateAI on 05/09/2017 - 18:30

      If you have a decent Sync speed the issue is your ISP not NBN.
      Poor sync speed is typically (not always) your copper not the network (regardless of age).
      At a minimum disconnect any excess copper, remove adsl filters, however I recommend replacing your feed to directly to your modem. Do this and most people gain 10mbps sync. Their could be 30+ meters of old copper in your house reducing the speed.
      Many newer houses have cheaper copper than the older ones so age by itself is meaningless.

      edit checked whirlpool, it's your ISP. Bad news is their is no nbn churn process seems like a complete balls up (afterthought)

    • alxr0101 on 06/09/2017 - 07:09

      "…If you are on fibre to the node you won't see speeds over 25mbs but if you only want 12/1 then shop around and find …"

      Nonsense…you mean TPG or generally?!

      Fttn 80/33 Mbps any time of day here.(not TPG)

    • lippyskillz on 06/09/2017 - 12:10

      @jimbobaus Said Whirlpool forum link?

  • garetz on 04/09/2017 - 07:28
    +24

    You cannot switch back, you have been bamboozled successfully.

    • eco2 on 04/09/2017 - 07:47

      I am asking as consumer what rights do I have.

      • geek001 on 04/09/2017 - 08:09
        +4

        Like jimbobaus said above, there is no switching back no matter who you talk to. This is out of TPG's or any ISP's control. The only option you have is get TPG to release you from your contract and to find another NBN provider.

        Check the sync speed on your modem. If your sync speed is 3mbps, you should raise a ticket with TPG to escalate the problem to NBN Co. If it is connected at 12mbps and your actual speed when you do a speed test is 3mbps, then it doesn't matter if you switch to a higher plan, you will still get 3mbps.

        Think of it this way, imagine the data you download is water running through a pipe, if the water flow is equivalent to 3mbps, switching to a higher plan is like changing your pipes to a bigger size. It doesn't matter how big your pipe is, you will still get 3mbps worth of water flow.

        • eco2 on 04/09/2017 - 08:50

          Thanks. I hope I don't have to switch provider. Frankly if I can get 10 or 9 Mbps I will probaby accept.
          Can you please advise on how to check modem sync speed? I am not experienced in NBN technology.

        • geek001 on 04/09/2017 - 08:52
          +1

          @eco2: It is hard to say without knowing which modem you have. Basically, you need to login to your modem using your internet browser, it should tell you what it is connected at on the status page.

        • shalala on 07/09/2017 - 12:56

          @eco2: This is the sync speed screen of a TP-Link modem. That 17799 number.

          http://forum.tp-link.com/attachment.php?attachmentid=2519&d=…

      • JimmyF on 04/09/2017 - 08:50
        +3

        You have no consumer rights, even if you didn't switch NOW, you only had 18 months until you're forced to switch. There is no choice here.

        • eco2 on 04/09/2017 - 08:55

          I was thinking if TPG is promising at least 5mbps, but I am only getting 3 mbps, as per any service in general, I am entitle to complain right?
          Overall it is a shame NBN couldn't deliver, in my case at least.

        • JimmyF on 04/09/2017 - 08:59

          @eco2: You can complain, but there is no roll back to 'ADSL' and as said, if you don't move to NBN within 18 months, your ADSL internet will be cut off.

          So its only NBN and your speed issues are with TPG for not buying enough CVC access for peak times.

          Do a speedtest during the day or middle of the night. You'll get full speed.

      • PVA on 04/09/2017 - 16:33
        +1

        Ask them, they say 5-12 and you get 3 so you can break contract but go to TIO and complain as well.

        But there is no going back to adsl. You could buy wireless broadband though, it will be a lot faster.

    • theraque on 05/09/2017 - 08:02
      +2

      Upvoted for usage of the word "bamboozled".

  • chrisd262 on 04/09/2017 - 08:54
    +2

    Can I assume that when everyone is connected to the NBN there will be a large percentage
    of subscribers who will have very poor access speeds - speeds much lower than on cable, ADSL etc
    and there is nothing they can be do about it?

    • geek001 on 04/09/2017 - 09:05

      It depends on your definition of poor. I have lived in places where the average internet speed is about 4-6mbps on ADSL. NBN promised to deliver minimum 12mbps. So it would be an improvement in this case. If you live close to an exchange and is getting the upper end of ADSL connection speeds. It is highly likely that your connection will be equivalent or slower on NBN FTTN as I recently found out in my current home.

      • thord on 04/09/2017 - 09:11
        +11

        The word "poor" is too generous. It's pathetic.

        It's like we were all riding donkeys on dirt trails, and the government upgraded us to horses. Meanwhile the rest of the world got cars and roads.

    • garetz on 04/09/2017 - 09:20
      +6

      It's already happening right now, they can complain to the ombudsmen, but nbn is basically an anti competitive failure of an internet system. Its already dated before its even finished.

  • chrisd262 on 04/09/2017 - 09:45

    I currently have Optus cable internet and phone and Foxtel cable -
    will Foxtel remain the same and NBN will be via my Optus cable?

    • PossiblyARobot on 04/09/2017 - 10:37

      I'm wondering this too. I currently have cable and haven't seen a package that would deliver the speeds I see.
      I'd hate to be forced from a great service to a terrible one.

      • luffyex2010 on 04/09/2017 - 16:37

        http://www.smh.com.au/technology/technology-news/optus-threa…

        They have been using these tactics to migrate their customers to NBN ….I too was a Optus cable user with slow bandwidth during peaktime but after numerous complaints, I am now able to stream netflix, youtube, without any lag….but concern with the switch to NBN that I will be screwed again with the crappy speeds.

    • pjetson on 04/09/2017 - 15:33
      +1

      Foxtel and NBN are both delivered over the Foxtel (Telstra) cable. You will be disconnected from the Optus cable.

      • chrisd262 on 05/09/2017 - 04:00

        The Optus cable will continue to supply Fetch only?

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