TPG Support

Troubleshooting Your Connection Speeds


Problems with my connection speeds


This page contains useful troubleshooting tips if you are having issues with your connection speeds.

Before attempting the troubleshooting steps, TPG recommends that you:

  • Check our Service Status at http://www.tpg.com.au/servicestatus for outages

  • Connect your computer directly to your TPG supplied NBN modem using an Ethernet cable to eliminate wireless networking problems

  • Turn your TPG NBN modem off and then wait 1 minute before turning it back on again.

Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG

If you are still experiencing issues with your connection speeds, please proceed with the troubleshooting below.

1. Go to speedtest.tpg.com.au to test your connection speeds.

2. There are a few things you can try if you are experiencing slow speeds.

  1. 1. Connect your modem directly to your phone wall socket, and disconnect all other devices (e.g. telephone, fax, etc) from your phone line. Note that you may have more than one phone wall socket in your home.

  2. 2. If your computer is connected to your modem through a standalone router, please remove the router and connect your computer directly to your modem.

  3. 3. If you are connecting your computer via a wireless network, try to connect your computer directly to your modem using an Ethernet cable to see if your speed improves. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

  4. 4. Slow speed can also be caused by applications, processes or programs running on your computer. Here are a few things you can check on your computer to resolve your speed issue:

    • Make sure that the anti-virus or security software on your computer is up to date
    • Ensure that you close other programs on your computer that may be using the connection such as peer to peer file sharing (Bit-torrent), Dropbox or iCloud
    • Run a full anti-virus scan on your computer. Computer virus and other malicious software you may have downloaded unknowingly can cause browsing issues.
    • As a last resort, disable your anti-virus and firewall software temporarily. Some anti-virus and firewall software can cause your Internet connection to behave abnormally
    • Please note that TPG is not responsible for any third party software installed on your computer.
    • We suggest you contact the software vendor if you require assistance with any of your third party software.

  5. 5. Avoid placing your modem/router near other electronic equipment (e.g. speakers, TV, external hard drive, etc) as these devices can cause electromagnetic interference.

If you are still experiencing slow speeds, please call our Technical Support team on 13 14 23 (option 2 + 2) and indicate which of the troubleshooting steps above you have attempted.