What's Wrong with My Tangerine nbn?

moneytomyway on 09/10/2023 - 19:31
Last edited 10/10/2023 - 08:31 by 3 other users

Hi all, not the most tech savvy person so hoping to find some possible solution here.

Recently signed up with a 100/20 plan, found out the speed has been very inconsistent. But most of time, I can't even stream a 720p video on YouTube, took me 10 mins to update a 100mb app on my phone, and I was suffering in 480p video call.

The weird thing is, I'm getting at least 70mbps on speed test. I had my Activity Monitoring on, I was getting around 100kbps on everything I do, even with 4k stream buffering (which never get to play) but when running Speedtest I'm getting 15mbps.

Factory reset the nbn box and my router (which I have been using for a while with no issue) didn't help, nor does my ISP Tangerine can provide any valuable suggestions.

EDIT: The speed is back to normal at 8:30am, getting 85mbps at https://speed.cloudflare.com/ let's see if it remains.

Internet Broadband nbn

Comments

  • AustriaBargain on 09/10/2023 - 19:38

    Dunno, but always worth trying Google DNS.

    • HeWhoKnows on 10/10/2023 - 07:35
      +1

      DNS
      Do Not Speed ???

  • deme on 09/10/2023 - 19:55

    Activity Monitoring on

    What is this?

    Run this: https://speed.cloudflare.com/

    What ISP?

    Are you having issues on both your computer and phone?

    • moneytomyway on 09/10/2023 - 20:16

      It's an app on Mac, something like Resource Monitor on Windows.

      I am getting 1.2mbps on the test you shared.

      It is Tangerine, and the slowness is happening to everything; laptops, phones, tablet and TV.

      • Twix on 09/10/2023 - 20:35

        Use Launtel's $0 week trial. Cancel Tangerine and you will get a refund if it's been within 14 days. This will tell you if it's a Tangerine problem.

      • deme on 09/10/2023 - 21:17

        With HFC the blackbox you have there reports back what speed it connects at.
        Tangerine should know this.

        Are you able to plug your computer directly into that nbn blackbox

        • moneytomyway on 09/10/2023 - 22:20

          The only device I got with Ethernet is Ps5 but I'm having issue getting online plug directly to nbn box

  • hasher22 on 09/10/2023 - 19:58
    +1

    Without knowing too much about your post,

    try changing your DNS to 1.1.1.1, this is what I use and connecting to webpages and such is so fast. Works better than the Google DNS.

    • moneytomyway on 09/10/2023 - 20:25

      Thanks, tried 1.1.1.1 and 192.168.1.1 and none seems to be helping..

  • simplystu on 09/10/2023 - 20:02

    d/l a file at roughly 1.5 mbits speed when on a 100mbit plan == obviously something not right.
    And this is from multiple places - just not limited to domain … correct ???

    keep pushing back on your ISP … hope they are one of the more reputable ones … ultimately, they are probably going to be the ones that will help get this fixed.

    did your ISP ask to you to post them your line stats from modem ???
    could even be something to do with line in from street being damaged?

    What NBN tech are you on?
    Guessing you are on FTTN or FTTC ??? or HFC? … If you go to NBN website - you can plug your address in to find out.

    Once you've done that …
    as said, keep pushing back on ISP + submit a fault with them (once deficient modem line stats determined) … they will then send a tech out to check.

    • moneytomyway on 09/10/2023 - 20:26

      It's HFC.
      Was on a call with the L1 rep, and went through some typical troubleshooting like resetting modem and router etc… but none seems to be working. I was told it has to do with my router which I highly doubt it as everything works fine with my prior ISP and worked with this ISP when I was with them
      Will give them another call to talk to a L2 rep.

      • freefall101 on 09/10/2023 - 21:08

        It can happen, my router crapped itself a couple of days after switching to a new ISP. A couple of attempts at resetting and the router eventually bricked itself, confirming it was the problem (or AussieBB managed to nuke it from space). How old is your router, what model is it and who was your previous provider/connection speed? And can you get your hands on another router to test?

        Might just be easier to churn back as well. I stopped bothering with the churning game once I had a couple of terrible providers.

        • moneytomyway on 09/10/2023 - 21:11

          Ya my router is rather old probably got it 5 years ago.
          I might get a new router to see if that makes a difference

          • Twix on 09/10/2023 - 21:27

            @moneytomyway: I bet that Tangerine (Vocus) is congested in your area. Swap ISP.

      • Massive Flog on 10/10/2023 - 12:42

        @moneytomyway

        Very interesting. I connected with Tangerine last week, and I'm experiencing the exact same issues as you. Speed test shows good results, but real-world speeds are erratic, at best (occasionally drops down to dial-up speed, more or less).

        I bypassed my modem altogether, and the speeds are still the same. I asked technical support if they shape traffic at all; they told me they don't.

        • moneytomyway on 10/10/2023 - 12:49

          Did you manage to find the solution?

          I am 99% certain it has something to do with Tangerine. The speed I am having today has been great, if things change I will give them a call and asked an escalation or I will switch to another provider.

          • Massive Flog on 10/10/2023 - 13:49

            @moneytomyway: I think you're right, it's Tangerine.

            I'm using an old modem, like you. It was working perfectly at my previous address.

            Today's speeds have been better for me, too. Yesterday and Sunday were horrible.

            Might be time to switch to another company.

            • moneytomyway on 10/10/2023 - 14:04

              @Massive Flog: Lol what are the odds.
              We use the same ISP, the same old router and all suffered from bad speed, all the sudden the speed seems to be working fine.

              But ya, if I am getting another shit day I will be calling to switch.

  • JimmyF on 09/10/2023 - 20:07

    Recently signed up with a 100/20 plan, found out the speed has been very inconsistent

    Ok. So you're running a https://www.speedtest.net/ to confirm or just assuming because you can't get your youtube to stream its crap?

    Who else is in the house? What are they doing/downloading?

    • deme on 09/10/2023 - 20:11
      +1

      What are they doing/downloading?

      Linux ISOs

    • moneytomyway on 09/10/2023 - 20:21

      Yes I used speedtest.net.
      It's not just YouTube, everything is way too slow for a 100/20 plan.

  • Muzeeb on 09/10/2023 - 20:22
    +1

    Not sure which NBN service type you have but can you connect a laptop directly to the NBN device with an Ethernet cable and perform another speed test?

    Ie. Bypass your potentially stuffed router.

    Edit: I see above you just mentioned HFC. Try the above and see how you go (assuming you have a laptop or similar with Ethernet port)

    • moneytomyway on 09/10/2023 - 20:37

      The only device with Ethernet I got is my PS5, got an error message (Can't obtain an IP address within time limit) connecting it directly with my NBN box.

  • localhost on 09/10/2023 - 20:45

    Try downloading some ISO files from here for example - http://mirror.internode.on.net/pub/ubuntu/releases/

    If it's the same slow speed, don't blame the router, change the ISP.

    • moneytomyway on 09/10/2023 - 20:53

      It literally took minutes to even load the page….

  • USER DC on 09/10/2023 - 20:46

    Move over to 5G/4G home broadband if possible

    Otherwise try changing ISP for NBN

    • moneytomyway on 09/10/2023 - 21:46

      I would if 5G is available here…

      • USER DC on 09/10/2023 - 22:15

        if your NBN (various different ISP's tried) is so bad then may be jump over to 4G could at least get 25 Mbps with that 😂 😂 😂

      • USER DC on 09/10/2023 - 23:14
        +1

        Just saw the recent title change - "Tangerine nbn"

        explains clearly what is wrong dude. Get of that ISP try another one

  • yippy on 09/10/2023 - 21:21

    Does it get any faster during off peak times?

    • moneytomyway on 09/10/2023 - 21:29

      It's pretty inconsistent, at times I can watch 4k streaming with no buffering then at most times I can't even stream 720p

  • garetz on 09/10/2023 - 21:26
    +1

    You need to do an isolation test, the only way to do this is to go from your router to your computer using ethernet.

    If you do not have ethernet, then get a usb to ethernet adapter.
    something like that https://www.msy.com.au/product/rotanium-usb3-0-gigabit-rj45-…

    If you still get same issues then you know the problem is on the isps end, if not then its your router.

    • moneytomyway on 09/10/2023 - 21:27

      Tried connecting my PS5 with ethernet, and kept getting error message about "Can't obtain an IP address within time limit"https://www.ozbargain.com.au/api/notification/goto/211620610

      • garetz on 09/10/2023 - 21:39

        what has that got to do with anything ?

        Could be your ethernet on your ps5 is dead. Its irrelevant for the purposes of testing out your internet issues.

        • moneytomyway on 09/10/2023 - 21:45

          I couldn't get Ethernet to work directly with my PS5 coz I kept getting the same error message.

          And sadly this is the only device that has a ethernet plug for me to test..

  • 7ekn00 on 09/10/2023 - 21:34
    +1

    Crappy RSP company?
    Just because you are connected at 70Mbps, doesn't mean the company can supply anywhere near that when contention ratios are considered :/

  • vince088 on 09/10/2023 - 23:59

    I had problems with my 100Mbps Telstra connection when I enabled Internet Optimiser (https://www.telstra.com.au/internet/internet-optimiser).

    turned it off and had good bandwidth again

    ps. i get 110Mbps on speed tests lol (over my plan speed)

  • A-mak on 10/10/2023 - 09:07

    You can't plug a device directly into the NBNco box, your nbnco box goes directly to your modem/router. https://www.youtube.com/watch?v=7ZUTxfG-Xtc

    You are saying you have no device with ethernet outside of a console? You don't have a laptop? Ask someone to bring over their laptop so you can test.

    When changing DNS it is a good idea to open cmd and type ipconfig /flushdns (on a computer not a ps5).

    What type of modem do you have? Is it from your ISP? If not, is it definitely NBN/FTTP compatible?

    Can you ask a friend/relative/neighbour for help who is more tech-savvy? Maybe they could bring over a modem and laptop to test.

    • moneytomyway on 10/10/2023 - 09:12

      That's correct, none of our laptop has an ethernet plug (thanks Apple)
      I tried plug it directly with the router, and the speed was so bad I think like 70kbps.

      The modem is from my previous ISP and definitely works with Tangerine (was their customer in my previous address)

      The speed in the morning so far has been great, no buffering for 1080p, a sec or two for 1440p and 5 sec or less for 4k.
      If it reduces later the day I can then 99% sure it has something to do with Tangerine.

      • DoctorCalculon on 10/10/2023 - 19:23

        That's correct, none of our laptop has an ethernet plug (thanks Apple)

        Also, on the Apple ecosystem. You need to order a Thunderbolt-to-Ethernet adapter.

  • Cheaplikethebird on 10/10/2023 - 09:16
    +2

    I'm pretty sure some providers have some sort of shaping going on, then prioritize traffic to speedtest servers. I had the same issue on Mate, was struggling to get over 10Mbps on FTP downloads but speedtests would always come back at 100Mbps. Switched to AussieBroadband and the issue disappeared.

  • Geoff01 on 13/10/2023 - 00:08

    Had tangerine on fttn 50/20 and got that day and night. Now with more which is the parent company and still get the same result. I bought a new router initially but can't complain. Never had to contact them.

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