TPG oh TPG

joannatan on 02/04/2012 - 16:39
Last edited 02/04/2012 - 20:29

I was happy with my tpg internet speed, it was faster since i joined their bundle, but all the sudden the speed drop 30%, then I complaint to their tech support, they send technician to check the cable. couple days later got feed back said all line are good, just got interference from AM frequency. I ask to their tech support, how can be the line got interference from AM frequency? then she told me that the AM cable also installed under ground, same as the copper line that transmitted my signal. this is already dodgy answer and she try to convince me that my line only capable to get that current speed. Then I told her why I got higher speed previously and this is not the first time i got this issue, as every time tech come check the cable then line back to normal.
then i gave her the map from tpg website that show my current address what my neighbour get the connection speed and then i show her as well the speed of my neighbour that 1 number different that got higher speed, then she argue that my neighbour got better cable. what? she is telling me the issue on the off street cable, now telling me on site cable? liar liar liar.

then she transfer my call to her spv as she can't handle or telling bs to me anymore. then the supervisor just told me that i need to consider different provider.

what a tragic. a looser

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Comments

    • hm on 07/04/2012 - 03:22

      have you read what you just posted

      Telstra tech came to his house and no issues, and then it was fixed without a house call
      but there was "nothing" wrong in the first place according to the telstra tech

      • samfisher5986 on 07/04/2012 - 03:24
        +4

        Can you go troll somewhere else?

        What exactly do you not understand?

        Kinda hard for me to be wrong when I was there ;)

        • hm on 07/04/2012 - 03:28

          i dont understand how the tech couldnt find anything wrong but his internet increases?

        • samfisher5986 on 07/04/2012 - 03:30

          1. First Telstra tech did a house visit and found nothing wrong.

          2. Second Telstra tech didn't do a house visit and fixed it.

          I'm guessing he was more experienced and actually checked and did the right things as the first tech just assumed it was nothing to do with Telstra and left. It did indeed end up being to do with Telstra.

        • hm on 07/04/2012 - 03:40

          it still makes no sense

          telstra own the whole infrastructure and it still does not address tpg throttling his connection

          if there was no connection your friend would have no internet, seeing as there was a constant connection there shouldnt have been any speed issue in the first place

        • samfisher5986 on 07/04/2012 - 03:50
          +1

          I'm not so sure this is the place for me to teach you how ADSL works, but whatever…

          joannatan never mentioned TPG was throttling his connection, I understand he's a little hard to understand but its very clear he never said this.

          joannatan is talking about his sync speed, its lower then it used to be and he wants it back to normal.

          When you turn on your ADSL modem, it "trains"

          This means it looks at the quality of the phone line and chooses a speed based on this, particularly dodgy phone lines need the help of a custom stability profile which your ISP can activate for you.

          The stability profile basically tells your modem to choose a slower speed that has more room for phone line issues before it disconnects or stops responding.

          My friend had an issue with the connectivity between somewhere outside his house and the Telstra exchange which was causing the modem to disconnect regularly.

          While my friend was waiting for Telstra to come out, they put him on an extreme stability profile so he could use the Internet.

        • hm on 07/04/2012 - 04:00
          -1

          you can only get as much speed as what is allocated to you via the exchange in your area and that is controlled by your isp

          there is no connectivity issue, either you are connected or you are not

        • samfisher5986 on 07/04/2012 - 04:02

          hm, no that's not how ADSL works.

        • hm on 07/04/2012 - 09:32

          that is how the whole internet works

        • joannatan on 07/04/2012 - 10:19

          Sam, u wrong if u are saying isp cant cap ur speed, the tech tpg has comfirm with me in the past by changing the setting in their side. How many time i have to tell u that this is not the first incident? All up sonce i joined tpg till now, they have sending 3 technician to my place for line testing and none of them found fault on my internal wiring. Never mind if u cant find basic information as some people has some problem with basic comprehension.

        • joannatan on 07/04/2012 - 11:05
          -6

          Sam, what is ur degree and skill that allow u teach other people about adsl? Are an adsl expert? Dont being a smart a**** in here

  • japik on 07/04/2012 - 06:08

    I asked to be put on the fast profile of snr margin of 3db which made my sync speeds go up to over 7900kbps from 7100kbps but unfortunately it wasn't stable with some random disconnections every few hours.

    My problem was after I asked to be put back on 6db profile I immediately noticed the slower sync rate below 6300kbps as few days before I had 7100kbps. Since then I changed modems and cables and filters and keep informing Tpg about this issue and no resolution or explanation of how the change of profile made it worse.

    I can't rule out that attenuation or degrading line might be the problem but other neighbors which have other providers like big pond get higher sync rate than me up to 1000kbps more. So after this I am bit confused why a neighbour next door gets better rates.

    Apart from that I am not totally unhappy as I still get a stable connection and unlimited downloads but just wish my connection speed went back to when I first had it. But will wait for nbn and then all problems are solved or will it? Hehe I'm sure there will be a problem someone else will have and we will be all fighting all over again.
    Peace out.

    • joannatan on 07/04/2012 - 10:26

      Same case with me, my next door neighbour got higher speed than me, same street name just 1 street number different
      No way telstra will have different off street cable.

      2 years ago i have issue with their iptv, they said nothing has been changed. After 1 month it works and their senior tech that called me told me that some one changed the setting in their dslam and cause this issue.

    • samfisher5986 on 07/04/2012 - 11:30
      +1

      6db is the normal snr margain for most people to be stable on the assumption that your line is stable.

      joannatan, do you not even understand basic english???

      As japik did, he told them what SNR margin he wanted, YOU CAN DO THIS TOO!

      6db is what a stable connection needs, if your connection isn't stable at 6db then there is something wrong with your line!

      I can't believe you can't understand basic information I'm trying to tell you. No wonder you have issues with your Internet.

      • joannatan on 07/04/2012 - 16:11
        -1

        what basic english that u are referring to?
        did you read my other post before?
        before I switch to their bundle plan, my snr was 9 and speed between 4600-4900.
        once the bundle activate, my snr drop to 6 and speed increase between 5600-5900.
        So SNR doesn't relevant with the speed. if you are an adsl expert, explain to me, how the drop of snr can increase the speed?
        and when I exceed my download allowance, they just shaped my speed without increasing or decreasing my SNR.
        Are you really an expert on adsl? or pretending being an expert of adsl on this post?

        you have lack of probing/analyzing skills, please don't cover it like a dog chasing his own tail in here. sorry mod, feel free to remove this comment as well as i am sick with people that pretend being smart in fact this person just a smart a***

        u don't give me the logic answer, just similar like the engineer that talked to me over the phone last week, telling me that my line only capable on this speed. but never try to find out why before this customer got higher speed and why now the speed reduce where the next door neighbour still got the higher speed.

        • samfisher5986 on 07/04/2012 - 16:41
          +3

          You just explained EXACTLY how SNR works.

          For example if you asked to be put on SNR 12, it might drop to 4300

        • joannatan on 07/04/2012 - 20:29
          -3

          omg. it explain your expertise on this topic. now, i know who u are, no need further troll in here. BIG LOL hahahahaa

        • andy19363 on 07/04/2012 - 20:37
          +3

          no need further troll in here

          This whole thread reads like one big one…..

          well done….

        • hm on 07/04/2012 - 20:41
          -1

          is that your 2c or do you actually have something constructive to add instead of merely trolling

        • andy19363 on 07/04/2012 - 20:44

          is that your 2c or do you actually have something constructive to add instead of merely trolling

          Keep trying….. you'll get there eventually…. don't give up

        • hm on 07/04/2012 - 20:46

          thats now 4c

  • joannatan on 07/04/2012 - 12:33
    -2

    who said tpg and other provider can't shaped your speed?
    if you are with tpg non bundle 50,150 and 500gb or tpg bundle 20,100,500 gb, if you are exceed your speed, your speed will be shaped.
    The fact is tpg able to shape your speed, with the same SNR level.

    "http://www.tpg.com.au/products_services/home-phone-bundle
    Monthly Usage Quota and Speed Shaping

    1Consists of peak (9am-1am) and off peak (1am-9am) monthly usage quota. Speed will be shaped to 1Mbps/1Mbps for the period in which the monthly usage quota has been exceeded (peak and/or off peak). Uploads not counted.

    2Consists of peak (9am-1am) and off peak (1am-9am) monthly usage quota. Speed will be shaped to 256K/256K for the period in which the monthly usage quota has been exceeded (peak and/or off peak). Uploads not counted."

    Before i joined their bundle in dec 2012, my snr was 9 with speed below 5000kbps, then when the bundle start that month, snr was drop to 6 and the speed increase to 5600-5900. so requesting to them to increase my snr doesn't change the speed limit, and based on my previous experience if my speed get shaped, the snr are the same.

    I don't have any issue with SNR. I have issue with speed limit.

    honestly, your probing skills is very bad, luckily you are not working with them, otherwise many customer with get mad with your company. you don't listen your customer issue carefully, same as the tpg engineer that talk to me previously, on her mind only 1 thing, no issue and customer should accept this condition, without probing further what is the real issue, why the customer got higher speed before and all the sudden the speed dropping.

  • hm on 07/04/2012 - 18:55
    -2

    FFS

    • cwongtech on 08/04/2012 - 01:13

      you can only get as much speed as what is allocated to you via the exchange in your area and that is controlled by your isp
      there is no connectivity issue, either you are connected or you are not

      ADSL is by copper wire, speed drops with distance. That's why there's so many DSLAMs set around cities, otherwise one major one would have been enough to service the entire country.
      Unless you're very rich and you're on optic fibre.

  • Ughhh on 09/04/2012 - 13:08
    +9

    What an interesting thread. Makes one wonder, why bother contributing and helping others.

  • Peepers on 09/04/2012 - 19:08
    +9

    The best part was when the OP negged every single person who every remotely disagreed with him.

    • joannatan on 09/04/2012 - 19:17
      -7

      how do u know it is me?

  • Magnate on 11/04/2012 - 14:42
    +14

    I'll try and explain SNR in simple terms. You have a certain amount of usable bandwidth on your cable. This will fluctuate a little over the course of the day due to many reasons (including weather conditions, moisture ingress to cables/joints, changes in signals being propogated down parallel cables, movement of cables in pits, radio interference etc). If sync at 100% of your bandwidth and then the bandwidth decreases for any reason your line will drop out. Therefore you leave a margin (SNR) to allow for fluctuations. A bigger margin means there is more room for the bandwidth to decrease before you start having connection issues. It's a trade off between speed and stability.
    Summary:
    —>Bigger SNR gives you a lower sync speed and better stability.
    —>Smaller SNR gives you higher sync speed and worse stability.
    This is an overly simplistic point of view, but hopefully it explains the basic concept in a way you can (maybe) understand.

    Your comments on using the same cable as your neighbour are wrong, plain and simple. Each house has it's own unique twisted pair (2 wires running back to the exchange). This is isolated from other houses twisted pair. This will likely go back to a pit somewhere and be terminated in a junction box into a multi-core cable (containing numerous twisted pairs) which runs back to the exchange where it is again terminated.
    Degredation of one of the pairs in this cable does not imply that the next pair will also have degraded. And it can be expected that most issues with your 'twisted pair' will be in terminations (crimp terminations as mentioned by someone earlier), which will be random. So your neighbour may not have issues because the tech did a better job of crimping his connections than yours. Or an old connection might have been bumped by someone / something which has made the joint worse.
    If there was a serious issue in a multi-core cable then you would have no phone line. Generally the cable itself will not cause small issues, these are all in the joints/terminations.

    Technical Source - I'm a qualified electrical engineer. Don't expect a bibliography, you're not worth my time.

    About your attitude joannatan. You've had half a dozen people here trying to help you mate. No-one is trying to confuse you, the whole world is not against you. Could you at least show some appreciation for their time and efforts rather than abusing them?

    You my friend are the dumb one that doesn't get it, not those trying to explain it to you!

    Your comments on VOIP prove you clearly know bugger all about IT and networking. Yet you clearly think the sun shines out your arse. Good work buddy. With a self-entitled attitude like you have I'm surprised you haven't had your nose flattened yet! I suspect your attitude would be somewhat different if you were not hiding behind a computer screen.

    • peco on 11/04/2012 - 15:20

      Was meant to + vote this one. Accidently - voted it instead :(

    • kumak on 11/04/2012 - 15:30

      Would you be able to tell us what is the ideal SNR margin and Line Attenuation (for both upstream and downstream)?
      I just want to check if my line is good/bad.
      Thanks

      • cwongtech on 11/04/2012 - 16:03
        +1

        I've seen 6-7 SNR to be the norm… I'll post mine as well

        SNR Margin (0.1 dB) Downstream 59 Upstream 115
        Attenuation (0.1 dB) Downstream 400 Upstream 210

        Attainable Rate (Kbps) Downstream 9488 Upstream 1192
        Rate (Kbps) Downstream 8908 Upstream 1020

        This is with a Billion 7800NL.
        I can tweak it [SNR tweaking function within the 7800NL itself] to make it have its max rate (Attainable Rate) but what use would that be if it becomes unreliable? :)

        TBH, anyone who claims "I have an IT Degree" and sits there on their high horse can go kiss my ***. I know an "uncle" who has that and cannot fix jack crap, yet charges insane amounts for the work he's done. "Fixing" a pentium 4 laptop costs $300, all he did was uninstall some stuff, then install Office 2007. The friend who I helped out ended up buying a Lenovo E520 to replace it. $300 down the drain.

      • Magnate on 11/04/2012 - 16:12

        I'm not an ADSL expert but a quick google search gives plenty of information.

        http://forums.whirlpool.net.au/forum-replies.cfm?t=433293#r1…
        or
        http://forums.whirlpool.net.au/archive/444783

        QUOTE
        " Noise Margin (AKA Signal to Noise Margin or Signal to Noise Ratio)
        Relative strength of the DSL signal to Noise ratio. The higher the number the better for this measurement. In some instances interleaving can help raise the noise margin to an acceptable level.

        6dB or below is bad and will experience no synch or intermittent synch problems
        7dB-10dB is fair but does not leave much room for variances in conditions
        11dB-20dB is good with little or no synch problems* (but see note below)
        20dB-28dB is excellent
        29dB or above is outstanding

        • Note that there may be short term bursts of noise that may drop the margin, but due to the sampling time of the management utility in your modem, will not show up in the figures.

        Line Attenuation
        Measure of how much the signal has degraded between the DSLAM and the modem. This is largely a function of the distance from the exchange. The lower the dB the better for this measurement.

        20dB and below is outstanding
        20dB-30dB is excellent
        30dB-40dB is very good
        40dB-50dB is good
        50dB-60dB is poor and may experience connectivity issues
        60dB or above is bad and will experience connectivity issues "
        END QUOTE

        • samfisher5986 on 11/04/2012 - 17:18
          +1

          This is slightly incorrect and also strangely worded, the higher your SNR margin the worse your situation is.

          SNR Margin of 6db is perfect, even if it dips to 5.9 occasionally its still perfect. (me and cwongtech for example appear to have this perfection)

          When you go below this however, you will get the dropouts etc you mentioned.

          The only reason you would EVER want higher then 6db is if your line is not perfect, and plenty of people don't have perfect lines.

          (I'll also like to point out that everyone could have perfect lines if Telstra actually cared about fixing their street cabling)

          For example if you have 12db and its 100% stable at 12db 24/7, you should be asking your ISP to reduce it to get extra speed.

          Also just to explain further.

          Lets say your on 6db, however occasionally you get some static/interference on the line that makes it spike to 3db.

          This means that every time you get this static the modem will either barely give you Internet (bad for gaming) for a few seconds or disconnect.

          Now if you had 9db SNR Margin then it would only spike to 6db which is perfect.

          Unfortunately some people have crazy lines that spike all over the place, this means that 12db and 16db is not unusual to prevent small interruptions which is a huge problem if you are a gamer.

    • joannatan on 11/04/2012 - 20:29
      -5

      sam said using voip all is free, in fact to get the DID you still have to pay, either monthly or yearly. so overall still cost right? and i don't like buying extra modem just to have extra voip service again.

      i know when nbn activate then all copper wire will be the end, that time i have no choice, but that time most likely the market already competitive and bundle already included phone line etc.

      TPG said that Telstra said to them that the main issue is off street cable that got interference by AM radio frequency, how can be on the one street only my place got effected? hallooooo, if the radio frequency interference my cable only, and doesn't effect my next door neighbour, is it logic?
      Remember all these twisted cable will go to one exchange, to go to this exchange, the cable are passing the same street. how can be only 1 cable get interference and the next cable doesn't get interference?

  • hm on 11/04/2012 - 17:35
    -3

    sill going

  • twodollah on 12/04/2012 - 20:39
    +7

    Sam, Cobalt and Magnate - kudos to you. Your persistence is admirable. I would've given up a long time ago.

    • Cobalt_ on 13/04/2012 - 16:23
      +3

      In retrospect I probably shouldn't have bothered. Next time I will just post this helpful link:
      http://www.haveacry.com/

      Sam put in a valiant effort, it's just a pity that his input wasn't properly appreciated by others in this thread.

      • samfisher5986 on 13/04/2012 - 16:43
        +2

        Yup, I tried… ah well.

        • Magnate on 15/04/2012 - 22:06
          +5

          I only posted twice, yet somehow get included in the same sentence as Sam and Cobalt. Winning!!!!

  • hm on 13/04/2012 - 01:04
    -3

    your isp either throttles your area or they dont

  • hm on 13/04/2012 - 19:23
    -2

    we all cant be experts

  • hippocrit on 13/04/2012 - 21:02
    +11

    If you can read this:

    Achievement unlocked - I don't want to live on this planet anymore: Read "TPG oh TPG" thread from start to finish.

  • hm on 13/04/2012 - 21:57
    -3

    i know plenty of people without degrees, they are worthless now because nowadays you can just simply jump on google and your an instant expert in whatever field you wish to be

  • ozAzn on 14/04/2012 - 20:13

    I wonder (truthful curiosity) what the TPG building at Macquarie Park (Ryde) NSW, is for…

    • joannatan on 15/04/2012 - 14:24

      Sending modem and other admin stuff

  • y8friv on 19/04/2012 - 13:21

    Yes "hm" the TPG CEO decided he didn't like him so they are stuffing around with his connection, hahaha.

  • bargrin on 21/04/2012 - 13:24

    Hey this is sort off topic to conpiracy theory discussion and a question most likely for Sam,

    I been reading the thread as trying to decide between tpg and amnet.

    Conspiracy theory aside, is it correct in saying that both tpg and amnet will provide the same internet quality/infrastructure beacuse both will use the same telstra infrastructure?

    Therefore if i have an issue with interent quality at my place and its to do with telstra infrasturcture then regardless of isp i would always have that issue. The only diffrence is i would likely have that issue resolved faster by amnet service than tpg service?

    So in the end regardless of data plan, both amnet and tpg can provide me same internet quality but amnet will provide me with better service so any cost of amnet above tpg is the value of better service and not better infrastructure?

    • samfisher5986 on 21/04/2012 - 13:43

      Once you get past the exchange/sync speeds its completely different.

      TPG have a huge amount of infrastructure and a lot of funding for additional infrastructure, amnet do not.

      Having said that because amnet is a small ISP I've never used I couldn't say how good their network is.

      I would personally go with TPG, small ISP's are susceptible to issues due to lack of funding.

      This is why ISP's like Internode have faster International speeds and better pings, once you get past the telstra exchange you are using ISP infrastruture which can be good or bad.

      Internode likely have the highest quality infrastructure available, this is the main reason they are expensive.

      • bargrin on 21/04/2012 - 20:10

        Cool thanks for info, i wanted to support local small isp amnet but the plans on tpg are just so tempting from a $ point of view

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