cul8r_
Level 6: Bloodhound

having problems with your internet - read this!

Starting in August last year we experience frequent drop-outs with our internet, which we attempted to resolve with Telstra Technical Support.  After several attempts to diagnose the problem (isolation tests, line tests and purchasing another modem), I was referred to Telstra faults 19/10/15. NOTE that this was over 12 months ago...

 

First of all Telstra told me there was no fault.  This is their standard line.  My advice - don't accept it.  If you are having problems, be persistent.  They have created a web of beauracracy to insulate themselves and protect themselves from evil little critters like you who just want the service your are paying for - how dare you you inconsiderate person you.  They will threaten you that if the problem is yours they will charge you - dont be put off, they say this to scare you, to make you go away.  Dont be intimidated, stick to your guns. You [the customer] have a problem with the service they charge you for, it is their job to help you.

 

When they finally do admit there is a problem with your line, they will tell you [repeatedly] that they are looking into it.  They will bounce you from one department to the next.  They will send out a technician who will suck up your day, and maybe say something like there was a faulty switch or something at the exchange.  They will then immediately mark in their system that the issue has been resolved. But it wont - its just a delay tactic. You, being the nice person you are will wait patiently, believing the system will protect you.  Telstra are your friend.  THEY'RE NOT. They are only interested in one thing - statistics.  They want feedback - my advice, give it to them  with both barrels.  Don't hold back because your'e nice.  It won't count for anything.  If you are having problems, put it in the feedback.  Its the only thing they listen to.  It doesn't matter what you say on the phone, THE ONLY WAY TO GET THEIR ATTENTION IS NEGATIVE FEEDBACK.

 

They will play a game with you for as long as they can get away with it.  Don't get sucked in.  If you're not getting what you pay for GO STRAIGHT TO THE OMBUDSMEN.  www.tio.com.au/

 

As I said at the start of this - I've been on the merry-go-round for twelve months.  I have done everything I can to prove the fault is with their line.  I have replaced modems, replaced cables, tried different computers, taken my modem to a friends house (to verify it works properly) - even re-wired my house because telstra kept insisting there was no fault, and yet here I am, twelve months later and the internet has dropped out twice while I'm typing this.

 

To add insult to injury, the NBN recently came to my neighbourhood, but guess what.  Its not available at my address because there is a fault on my line!  Go figure!  Telstra  knew this twelve months ago, and now the solution they have been waiting for is not a solution at all - just more delays for me.

 

Please, if I can warn just one person, this will all be worth it.  Don't play nice with these guys. I am sick and tired of going around in circles with Telstra. They have continually denied responsibility for more than twelve months and now (after a year of denying there is an issue) claim it is congestion at the exchange - that they own but have failed to keep up with demand, probably because the NBN is coming.   Now that NBN is available in my area, I (ironically) face further delays due “additional work required”. This additional work relates to a fault or lack of capacity in the infrastructure that Telstra have been aware of for more than twelve months yet refused to address.

 

Anyway, I'm out of here.  Lodged my complaint with the ombudsmen today and will write to every newspaper and media outlet I can think of.  Telstra - thanks for nothing.

 

Rant over!

 

WITHOUT PREJUDICE

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43 REPLIES 43
Level 21: Augmented

Re: having problems with your internet - read this!

Been with Telstra for 20+ years. Was the first in my area to be connected to ADSL, then to ADSL2+ and now to NBN. Yes, there are always teething issues, but from what I hear from my friends anf from my experience when trying to help them, it is always better to be with Telstra than with one of the othe "minor" ISPs...

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

One more thing - whenever they tell you to re-start your modem - DON'T!  They get you to do this first so that the history gets deleted so there is no evidence.  This was one little hint someone on here gave me that helped me prove to telstra there was a problem.  Before that all they said was no telstra fault detected, you're modem seems to be working fine...

 

 

Games,lies and deception...

WITHOUT PREJUDICE
Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

Most of the time "additional work required" on NBN is because NBN themselves haven't done the work right. NBN in some areas have miscalculated and left one house out of coverage from Fixed Wireless and just outside of nodes...

But people also don't realise that Telstra Wholesale and Telstra Retail are run separate, so when you speak to Telstra that is Telstra Retail, they generally have the exact same information as every other retail provider on the T Wholesale network... so they can't control what T Wholesale do....
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Who Cares?

 

I pay my bill.  I ask for help.  They give me the big middle finger!

 

Trouble is I'm too nice.  I should have done this months ago.

 

Surely any customer service person with any degree of competence would look at my file, see the 100's of calls I've made over more than a year BEGGING for something better than internet that drops out EVERY DAY, and is so UNRELIABLE it is worthless, and take some initiative to investigate further.

 

Trouble is, they are more worried about call turn-over and positive-feedback

 

Keep up the good work Telstra!  You make it easier for your competitors every day. 

WITHOUT PREJUDICE
cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

NBNCo told me today

"Unfortunately, every ready for service (RFS) area has a few individual addresses or small pockets that are not yet serviceable. In these areas, it is usually a technical fault in the network, or a shortfall of the infrastructure in that location"

 

Either way, I was telling telstra there was a fault 12 month ago.  They've done sweet fa since then - I guess they were waiting for NBNCo to fix their problem for them.

 

You might have guessed I'm a little frustrated, but its been twelve months and now its over to NBN with no date provided as to when this issue will be fixed.

 

Insult to Injury.  Good onya Telstra!

WITHOUT PREJUDICE
Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

"shortfall of the infrastructure in that location"

Which is exactly what I was saying... which is an NBN Co issue not a Telstra issue... Telstra can't change nbnco not building the network sufficiently...

If there is nothing showing on their end as a fault, which if it is shortfall then there will not be... if it is a technical fault it may or not be, depends on if the fault is on the copper network or on the nbn network...

That doesn't help you with your situation, but it is quite possible that they were not finding anything because there was no fault as such on the line but instead other factor such as congestion or noise that were causing the issue... sometimes they are not able to be resolved.... sometimes they are... the fact is that without all the details it is hard to say... this goes for all cases..
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

You are right DrQuerty90, but for one thing...

 

Telstra HAVE been given all the information and MORE than enough time to resolve.

 

I get what you're say re NBNCo, but it does seem like a bit of a coincidence that my house just happens to be one of 5 on my street NBNCo saying "additional work required" after 12 months of faults on the copper network doesn't it

 

Seems to point more to "technical fault" than "infrastructure shortfall" I would say.  But who knows.  I wonder if either party knows whats going on....  Hate to be pessimistic, I'm not usually that way inclined, but 12 months is a long time, but atleast I had a date - September 16 - it would all be over (that was the scheduled NBN rollout)  OK it ended up being 2 months late (no surprise) but now I'm on the never-never plan and telstra have just washed their hands.  Pretty disappointed it came to this.  If only telstra cared enough about its customers to actually listen to them.

WITHOUT PREJUDICE
cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

ForensicsGuru

 

Until recently I would have agreed with you. Speaking with my case manager today, he told me my options

a) continue on with crappy internet (ie do nothing), or

b) go to another ISP.

 

or more simply:- take it up the arse or leave.  either way I'm srewed.

WITHOUT PREJUDICE
Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

Sorry, I did word that badly, I was saying that us speculating is hard without the information that they have... I wasn't saying that they didn't have the information or the time to look into it sufficiently. Just that it is hard to accurately speculate sometimes.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

cul8r_
Level 6: Bloodhound

Re: Telstra's bad customer service

I COULD GO ON AND ON ABOUT THIS TOPIC...

 

wher to start....

 

I know, how about the call I had just the other day - MONDAY the 14th November for any Telstra quality assurance specialists who want to listen to the call... ref http;/say.telstra.com.au/customer/general/forms/YHMN?ci=08b2029162c628b9&ags=D828543

 

I rang up to explain (once again) I had had enough.  This time I had decided, until telstra fix the issue I have been complaining about for TWELVE MONTHS, I'm not going to pay any more bills and I want a refund/credit for services not supplied. I figured I needed to get their attention somehow...

 

I spoke with a lovely girl who answered the phone.  She honestly did her best, listened to my enquiry, put me on hold, came back, then explained there are a lot of notes on my account - hold while she reads them, came back, she needs to speak with her supervisor as she is not sure how to handle this - hold again.  And so this went on for a while (apparently her supervisor was very busy.

 

It took LITERALLY a whole HOUR of being on and off hold to talk with a supervisor.  Dont get me wrong, the girl I spoke with was very nice, genuinely did her best and was very polite and appologetic, but an hour? honestly, thats bad in any language, but wait...

 

It gets much...much...worse...! 

 

Now let me put this in perspective, I have a legitimate complaint.  I do not receive the service I pay for, have not done so for over 12 months, see full story here:https://crowdsupport.telstra.com.au/t5/Billing-Payments/having-problems-with-your-internet-read-this...

 

I have finally reached my limit - enough is enough.

 

Supervisor listens to my story, puts me on hold, comes back, offers a settlement less than half of what I am conservatively entitled to which i refuse.  i make the point that the offer doesn't even cover the cost of re-wiring my house (which i did because tesltra told me there was no fault on the line so fault must be with my equipment - didn't fix the problem BTW) let alone the twelve months of daily dropouts (read: between 3 and 19 times per day ranging from 5 minutes to 4 hours), totally unacceptable and vitually unusable service.

 

Next thing, some drongo (probably manager) comes on the line.  doesn't introduce himself, just states I have been made an offer, I have refused, he's terminating the call.  I stand there in shock.  I can't believe he hung up on me.  Of course I ring straight back.  i'm in the mood to tear this guy a new one, but I stay calm and speak with the guy who ansers the phone.  he tells me according to the notes, the last guy I spoke with was either Jason or Michael. 

 

TOTAL TIME ON THE PHONE - 1.5 hours! 

 

Go on.  listen to the call.  I know you want to.  I DARE you!

 

Telstra - you have the WORST customer service...

WITHOUT PREJUDICE
Support Team
Support Team

Re: Telstra's bad customer service

Hey cul8r_telstra,

 

Welcome to Crowd Support Smiley Happy

 

Not the experience that we like to hear of at all and I do apologise for the issues you have experienced with having this issue resolved Smiley Sad On the other thread you have linked to this thread, you have advised that there is a case manager that has been assigned to this complaint. If you are not happy with the resolution that they have offered, then the next step is to have this raised with the governing bodies, like the TIO, to see if this can be resolved further for you. I know that this is not ideal, but is the next step if you are not happy with the resolution that has been offered from your escalation with us. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 21: Augmented

Re: having problems with your internet - read this!


@cul8r_ wrote:

ForensicsGuru

 

Until recently I would have agreed with you. Speaking with my case manager today, he told me my options

a) continue on with crappy internet (ie do nothing), or

b) go to another ISP.

 

or more simply:- take it up the arse or leave.  either way I'm srewed.


Expect same if not bigger problems.

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
cul8r_
Level 6: Bloodhound

POLL: Who thinks this is reasonable?

After 13 months of absolute crap internet that Telstra have been unable to fix, they are now telling me there has been "congestion" at my exchange since August.  This doesn't explain the problem over the previous  10 months, but anyway...

 

I think there is a problem because my internet runs really slow, but thats just my opinion.  I thought I would put it out there.  Who thinks this is a reasonable level of service?  Keep in mind I live in San Remo NSW - population 4304.  Its a typical suburb, not rural or anything like that. 

 

I have logged internet speeds every other day for the last week. So lets put it to a vote.  Is this reasonable?

 

Yes or No. 

 

Recent Speed Tests:

  Date        Time     Download   Upload

7/11/16    7:28pm       0.85          0.71

10/11/16  6:31pm       1.90          0.28

14/11/16  8:21pm       0.47          0.30

17/11/16  9:25pm       2.87          0.44

22/11/16  5:01pm       0.64          0.11

WITHOUT PREJUDICE
cranky99
Level 1: Cadet

Re: having problems with your internet - read this!

well mate I feel for you and I guess we are not the only ones having the same problems let's just hope something can be done and soon

perhaps we will all have to change our servers

 

BUT telstra are in charge of the lines Smiley Sad so back to square one

 

like you my problems started when they began in my area with the NBN

cranky99
Level 1: Cadet

Re: having problems with your internet - read this!

well said
cranky99
Level 1: Cadet

Re: having problems with your internet - read this!

Hmm if this is any consolation we are all in the same boat and we are being turned around very very sad
cul8r_
Level 6: Bloodhound

Technical Fault?

Every so often, my phone will ring and I will answer it.  No-one will be on the line, just this clicking/buzzing noise.  As soon as I hang up it will ring again.  Again I will answer it and no-one will be on the other end, just this buzz.

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

so I hang up...

 

phone rings again - answer - buzzing

 

This goes on and on and on for about twenty minutes.  The really annoying thing is that if I don't answer it, it just keeps ringing.  It doesn't time out like a normal call, just keeps ringing for 20 minutes.  Theres nothing I can do to stop it. and its been doing this every so often for over a year!  I have been reporting problems like this and with my internet dropping out to Telstra on a regular basis - their response:  There is no fault on my line.  Nothing they can do.  The fault must be in my equipment.  I have replaced modems, tried different computers, even re-wired my house (all at my expense) but there seems nothing I can do about it except ring tesltra (again) and report a problem.  They've been out to my house at least 4 times to fix, but they just seem unable to find a problem.  Is this incometence?  Negligence perhaps?

 

My question is:  Does this sound like a technical fault? 

 

I don't know what else to do.  In my opinion it MUST be a technical fault with the telstra equipment, but they wont acknowledge this.  What can I do?

 

 

WITHOUT PREJUDICE
Level 20: Director

Re: POLL: Who thinks this is reasonable?

You missed an answer "HELL NO"

 

Raise a call with the TIO and watch how quick your issue will be fixed. i had a similar issues a couple of months ago, was getting 95% slower speeds than what i was paying for (Cable with Speed Boost) and in my line of work that's totally unacceptable.

 

Personally i don't think anyone should pay for a service that they are not receiving, especially since you cant control the infrastructure. In my line of work if i was to tell a client that it would take 10 months to fix their issues, im pretty sure they would be looking for a new supplier...

I also think that you should seek compensation for the last 10 months as you are not receiving the service that you were given.

Note: I am in no way affiliated with Telstra, i simply work in the IT industry and my posts are from experiences.
If you don't want my help simply disregard my post.
cul8r_
Level 6: Bloodhound

Customer Service

For over twelve months I have been struggling with an exceptionally poor internet connection - ie dropouts every day and speed which rarely is above 2.0mbps download and goes as low as 0.4mbps in peak times.

 

I have contacted telstra support no less that 13 times to enquire as to when my line will be fixed and over that time Telstra have repeatedly claimed there is no issue with my line and stated that the issue must be with my equipment.  I have replaced modems - because telstra said it must be my modem.  I have tried different computers and bought new cables, filters, etc because telstra have told me there is no fault on their end, it must be something on my end.  A few months ago they told me it was probably the wiring in my house, so I had a technician re-wire my house - all of this at my expense.  None of this fixed the problem so I reached the conclusion it cannot be my fault - it MUST be telstra.

 

Over the last six months or so, I have been wondering why am I paying for this service, and when reporting the fault ask for a credit to offset the inconvenience this has caused.  The standard line I get is that telstra cant issue a credit until the problem is resolved, which of course has not yet happened and meanwhile I keep paying my bill like a shmuck.

 

Last week I'd finally have enough and rang telstra accounts to discuss the issue and enquire WHEN I will be able to resolve the issue and WHEN I will get a credit.  I spoke with Jasmin who was very nice.  She listened to my concerns and spoke with her supervisor who informed her she needed to get information from the technical support team as to the nature of the disruption, which she did.  Meanwhile I was on hold.  Jasmin was very courteous and appologetic, coming back to me every five minutes or so to let me know she was still working on getting the info for her supervisor.  I continued to hold and watch the clock tick away. 

 

Eventually she came back to me and said she had the info and was waiting for her supervisor to become available.

 

OVER an HOUR AND FIFTENN MINUTES after I made the initial call, I eventually get to speak with the supervisor, I think his name was Michael.  I explain the situation (again) and state that I have been paying roughly $100 a month for the 12 months this problem has been going on.  I feel that I have been getting conservatively less than 50% of the service I am paying for, and that I have incurred significant costs trying to fix a problem that clearly is not mine.  I ask for a $1000 credit - 50% of $1200 service fee plus $400 for re-wiring my house.

 

Michael proceeds to negotiate with me, claiming that I have a phone and an internet.  The internet represents 50% of my bill so if I am getting 50% service on my internet that means I should only get 25% of my bill back.  He offered me $400.  I explained that this was not acceptable and proposed that this barely covers my out-of-pockets let alone the monthly bills I have been paying (on-time every-time). 

 

In total I was speaking with Michael for less than 15 minutes when another "gentleman" cuts in on the phone call.  I don't think he told me his name, but he did tell me that he and some other SME's (subject matter experts?) have been listening in on the call.  I've been made an offer which I have refused.  He has raised an complaint and is terminating the call. CLICK.

 

I was not rude.  I was very patient.  I stated my concerns clearly.  I have done nothing to desrve that sort of treatment.

 

TELSTRA - WAKE UP TO YOURSELVES!

 

THIS IS NOT GOOD ENOUGH!

 

I HAVE BEEN A CUSTOMER FOR MORE THAN 15 YEARS!

 

I HAVE A LEGITIMATE CONCERN REGARDING A SERVICE YOUR PROVIDE (more to the point DONT provide)

 

THIS HAS BEEN GOING ON FOR OVER A YEAR!

 

I ATTEMPTED TO EXERCISE MY RIGHTS AS A CUSTOMER AND YOU HANG UP ON ME?

 

YOU SHOULD BE ASHAMED OF YOURSELF!

 

For anyone interested, the call was commenced at around 8:30 am on the 16th November.  Have a listen...

 

 

WITHOUT PREJUDICE
Support Team
Support Team

Re: Customer Service

Hi cul8r_,

 

I can appreciate your frustrations for sure regarding this. As you are not satisfied with the options offered so far, I would recommend lodging this as a formal complaint via this link https://crowdsupport.telstra.com.au/t5/General-Services-KB/Lodging-a-complaint-with-Telstra/ta-p/681... where a case manager will be assigned and will be in contact with you to discuss a solution further.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

cul8r_
Level 6: Bloodhound

Australian Consumer Law

I am wondering why Telstra feel they are above the law?

 

Services must:

  • be provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage
  • be fit for the purpose or give the results that you and the business had agreed to
  • be delivered within a reasonable time when there is no agreed end date.

Please fix my internet.  I can't use it as it is and I have been telling you this for 12 months.

 

You have failed to meet your obligations under Australian Law.  You are liable.

 

BTW I'm not going away.  You will need to deal with me sooner or later.  You can run, but you can't hide.

WITHOUT PREJUDICE
cul8r_
Level 6: Bloodhound

Re: Customer Service

Hi JessicaL

I have lodged a complaint. The same day which is now more than 5 days ago. I have not received any feedback to this complaint which I believe is in breach of your policy and industry standards. Should I raise a complaint about your complaints handling?

I am at my wits end with your company.

WITHOUT PREJUDICE
cul8r_
Level 6: Bloodhound

Re: 3Mbps down & .25Mbps up on ADSL2+

I think they have invented a new term for this now.  They call it "congestion".  As stated previously I have been having the same problem for > 12 months, but just last week they informed me the problem is "congestion" and not a fault.  They have never used this new term "congestion" once in the 20+ calls I have made to and from Telstra, but I think they are getting so many complaints lately they have had to invent a new name for it so its not the same problem that they have failed to fix.

 

Funny thing is though, I went into the Telstra store on the weekend and they had no problem signing me up for a new internet service (I used my nextdoor neighbours address and phone number) so if they have "congestion" its because they have taken on too many customers.  Meanwhile, the service they provide their existing customers gets slower and slower.  They are in a world of pain, but I don't have any sympathy for them anymore.  No-one to blame but themselves.

 

My advice:

 

  1. Be prepared. Before you call, take notes of exactly what the problem is, give examples wherever possible. Provide as many details as you can describing the problem and what you want done to resolve it.  If its technical, you will probably need to research.  Go on forums and try to learn a little bit about what may be causing the problem.  This will help you in the long run – don-t rely on Telstra to tell you what the problem is, you will need to tell them.  I know that may sound strange, but believe me, it’s the only way.
  2. Be patient. The whole process will take a while.  You will probably need to speak with several people.  Allow at least an hour for your first call.  Trust me, it will take longer than you expect. They will bounce you around from one department to another, and each time you will need to re-explain the problem.  Don’t give up, think of it as peeling back one layer at a time (like an onion)
  3. Be assertive. You don’t need to be rude, but state your case thoroughly.  Don’t feel like you are being a pain – it’s their job to help you.  Remember you are the customer.
  4. Document everything.  Name of the person you are speaking with, date, time and topic.  If possible call on your mobile and record the conversation.  You may need to go back to what was said later as you will inevitable deal with more than one person and you will get conflicting information.
  5. Only do the isolation test ONCE.  They will ask you to do it time and time again.  If you've done it once, you have verified its not that.  Make them move on.
  6. Do not restart your modem.  At the start of every phone call they will ask you to re-start your modem.  DONT!  Your modem has a memory, but its not a permanent memory.  As soon as you switch it off, all the data about the fault is gone.  The tech will then log into your modem, and wont be able to find a problem.  Of course not - you just deleted it.
  7. Do not give them more than 7 days to fix the problem.  To get any sort of help, you need to "escalate" the issue as soon as possible.  Trust me, don't wait.  They wont "escalate" the problem until you ask them to.  Believe it or not, you actually need to use the word "escalate" for anything to happen, but you won't find that in their help files...
  8. After they "escalate" give them another 7 days.  Trust me, don't wait.  You think you're being nice by being patient, but being nice and patient WONT get your problem fixed.  If the problem is not fixed 7 days after you "escalate", make a "complaint"
  9. After you make a "complaint" give them another 7 days.  Again, don't trust they will fix the problem of their own accord.  Just take a look on this and other forums at the number of unhappy customers who are waiting for some miracle.  Don't become a statistic.  Take action, or you will just end up on the merry-go-round.  If after another 7 days [thats now 21 days]the problem is still not fixed go to http://tio.com.au (you might want to go there now and take a look to see what your rights are). 
  10. Check out https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees  Yes these laws apply to phone and internet.  Slow speed and dropouts that make the internet difficult to use mean the service is not fit-for-purpose.  the ACCC define fit for purpose as: "fit for any purpose that the consumer made known to the business before buying (either expressly or by implication), or the purpose for which the business said it would be fit for"  If you have a T-box, but can't watch a movie uninterupted, the service is not fit for purpose.  If you can't work from home because of lack of service, that service is not fit for purpose.

Good luck!

 

WITHOUT PREJUDICE
cul8r_
Level 6: Bloodhound

minimum service standards

Can anyone help me?  I am looking for the minimum service standards telstra offer their customers.  I can't find it.  telstra.com.au/speeds provides information on maximum internet speeds, and provides some very basic [read: vague] information saying something like they may not actually be able to deliver those speeds, but I cant find any info on what the minimum acceptable speed is...  I have aked telstra support staff this question and they don't know.  They just say the maximum is 8.0mbps but not everyone gets that.  This seems unusual don't you think?

 

If my maximum download speed is 8.0mbps, whats the minimum I should expect?

 

Reliability is another issue not covered in the critical information summaries.  I understand dropouts will occur, but how often should I expect them?.  I asked telstra support staff this question also, and they said that normally they should only happen every few months, but I am trying to work out what the minimum performance standard is.  I can't find anything on the telstra website other than very vague terms like "reliable" which don't actually give me much to work with. 

 

Are daily dropouts considered to be "reliable"?

 

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

My understanding is that 110KB/s is the minimum that is listed in the customer terms.

But since these forums are not a Telstra contact method, while you might get some replies from the support team they are generally not able to help with account issues (privacy issues and the like) so even if they reply it will most likely just be to redirect you back to Telstra support.
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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Thanks DrQ

 

I hadn't found that.  If you would be so kind as to post a link to those terms I believe I might find them very useful.

 

Also, do you feel that 110kbps (or 1.375% of the "Up-to") speed is "fit for purpose"?

 

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

I am on my phone so I don't have it on me for the exact part but it would be here. https://www.telstra.com.au/customer-terms

I think it might be under residential > bigpond > and I think part a general but I am not 100%.

It really doesn't matter what I think is fit for purpose. What I consider fit for purpose is... my opinion isn't the legal opinion and that is the one that matters. I mean It is also all dependant. The maximum is only achievable at or close to the exchange, so depending on the distance of line your maximum speed could be significantly lower.

I had an ADSL connection that had unknown issues and until the net was replaced with NBN it still had issues - somewhat luckily it got fixed wireless so didn't need the use the copper... but numerous techs who all tried and tried but couldn't actually find what was making the issue happen. In those sort of cases it can be hard too.

Also i believe it might be 110KB/s or kilobytes, which would be 880kbps or kilobits. I don't know why they list it in KB when it is normally measured in kbps instead but I seem to recall that it is KB.
(Or 0.88Mbps in standard speed test sort results)
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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Cheers.

 

I really do struggle with the whole speed thing.  I dont have a lot of exposure to the telco industry, so I don't know what all these mbps and kbps and KBps etc mean.  What I do know is that I cannot use the service for what it is intended to provide.  Simple things like syncing my email acounts can take days.  Browsing the web is a frustratingly slow experience.  I'm not talking about gaming, just checking the news, etc.  I get nervous paying bills on-line because I can never tell when its going to dropout.  A number of times this has happened while my credit card details are authorising, so I don't get confirmation of whether the bill has been paid or not.  Then I have to go through the whole process of verifying with the supplier whether they have received the payment or not.  It even happened with telstra once, and when I rang up to find out if it had gone through they said no, so I gave them the details over the phone.  Then I found out I actually paid twice!

 

I know I'm sounding like a real whinger, but what choice have I got.  Going through the normal channels has got me nowhere. twelve months really is a long time and I'm not just talking about, "Oh dear my netflix paused for 3 seconds last week".  I really have bad service.  Dropouts last anywehere from 5 minutes to 4 hours.  It has been common (say weekly) for it to dropout for 20 minutes or so.  Surely this sort of service is below industry standard, even if I am a long way from the exchange.  BTW, how is it my fault where they put the exchange?

 

I have been a telstra customer for more than 15 years.  never missed a payment and rarely had any issues, until august last year.

 

NOTE: This was nearly 12 months before they started work on the NBN in my area, so whilst I accept that some minor disruption may be expected while the infrastructure work is ongoing, I don't accept the current "congestion" issue as being the cause of my problem.

 

 

WITHOUT PREJUDICE
Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

It isn't your fault where the exchanges are, but most of the exchanges have been where they are since well well well before internet was a thing. So by that sense it wasn't something on the radar, the copper network was never intended for internet it was always intended for phones. While it has been adapted and continues to be adapted and getting more useful for internet it has certain limitations like distance, congestion and 'noise'...

Congestion has been becoming more of an issue, the demand on the network has increased and with the NBN rollout underway it has made it financially unviable often for any of the network owners to do much major works in many areas. For example, for people at a distance they can build a TopHat which is a type of sub-exchange sort setup and build it closer which means that you are then closer and can get faster speeds... but they were a fair substantial cost each, even just say it is $100,000 (I think that was roughly the cost from the info they published with the last lot around a decade ago, so likely more now but...) Telstra Wholesale then get something like $15 per month line rental per connection, say it has 500 connections on it, it would take over a decade to make that investment back but with NBN <3 years away in most areas it would result in a loss.

It doesn't help the public but the poorly conceived and bungled design of the NBN originally and the equally poorly redesigned NBN now have left the public as the losers at the hands of a typically useless government department.

The speed thing is something that throws a lot of people off, it isn't the clearest. Because when downloading you are usually being measured in MB/s or KB/s but for normal internet speeds it is Mbps or Kbps. So sometimes people will think if they take a say 100mbps NBN plan that will be how fast they will download but since most downloads are in MB that would max out at like 12MB/s. It can be confusing, even just using the wrong one by mistake can change everything.
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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Cheers!

 

Thanks for explaining this.  Still all very confusing, but you have helped me to make some sense of it all.  I think I recall there were 8 bits to a byte, so if my maths is correct...

 

A 10 Megabyte document downloading at 1.0 megabits pers second should take 80 seconds.

 

Does distance affect reliability?  A slow connection is one thing, but my biggest problem is the constant dropouts.  Modem goes red 3+ times daily.  Is this normal?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

My understanding Is that distance in itself doesn't but the more connections between tends to mean more noise on the line and noise can play havoc with stabililty. It is like the person the furthest is right in the back of a crowded room and the person at the front is trying to yell out over all of the others to talk to them... if the crowd is quiet it may be possible but the louder the crowd the less it will work.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Support Team
Support Team

Re: having problems with your internet - read this!

Hi cul8r_,

I'm sorry this is still not resolved. 

If you could share with me the case number involved I can look at how I can assist you further.

Angela 

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Level 21: Augmented

Re: having problems with your internet - read this!

@cul8r_ is this resolved yet?

 

ive tried to read your whole problem and didnt see anywhere these couple of minor things, in relation to Noise issues (it may have no effect on your connection speed).

 

1) have you replaced the phone line splitter? (may not be relavent now your supposedly on NBN) they do degrade over time and might need replacing.

 

2) how close to your modem/router is your house phone, fax machine, printer, TV, Telstra/ foxtel boxes, dvd/stereo? *

3) how close together are any of these items?

4)is your modem/router up high (like on top of a shelved TV cabinet or wardrobe) or sitting on a table or on the floor? the higher the better of course. 

 

* your probably gonna say you did an isolation test, but with any of those items next to/ near your modem without them being turned off is more than likely going to effect your test results (at least with the noise side of things) its called interference and no it doesnt actually have to be connected to it to cause interference as its the radio waves from the devices causing it.

 

Telstra customer 15+ yrs, I am not a Telstra employee and never have been

Kudos and thanks welcomed

If I have managed to outsmart myself and give a Solution please mark it as so.
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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Hi Cretsiah

 

Yes, done all of the above.  I have literally replaced every component from the lead-in - new wiring from lead-in to wall socket, new wall socket, new splitter/filter, new cables, new mode, new computer.

 

Modem is located on top shelf in the family room, at least 1m from any other electronic device.

 

Independant technician (who re-wired my house) confirms setup is top notch.

 

After chasing my tail since August last year I have done everything I can possibly do to eliminate any fault on my part.  I can only conclude that the fault has always been with Telstra as none of this made any difference.

 

Funny thing though...

 

My area went NBN RFS in October.  Before then, Telstra blamed me (or my equipment) claiming no fault on their line.  Now the local infrastructure is owned by NBNCo, Telstra have found a fault.  Somewhere between the nearest pillar and my house so I am told. But they can't fix it because its NBNCo's problem, not theirs.

 

Seems like a coincidence...?

 

And to add insult to injury, I can't connect to NBN.  Why...?  Because there is a fault on my line!

 

 

Anyway, its all been very well documented, so we will see what the TIO makes of it when they conclude their investigation next month.

 

 

WITHOUT PREJUDICE
Level 21: Augmented

Re: having problems with your internet - read this!

All I can say to that is "is that sucks".

 

Do you know if its still a copper line from the street to your house? or do you have fibre upto the house?

 

is/was it any better during say the dry months of summer as opposed to winter?

 

Because I'm beginning to think there is a hairline crack in the line, it would possibly cause the noise and defintely affect the line quality.

 

given the fighting between the Telco's and the NBN Co over fees and allowances I really dont know how long it will take to fix for you.

 

 

but other than that i can only wish you good luck.

 

Telstra customer 15+ yrs, I am not a Telstra employee and never have been

Kudos and thanks welcomed

If I have managed to outsmart myself and give a Solution please mark it as so.
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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Update...

 

Currently I have;

 

no internet...

 

no dial tone...

 

no service whatsoever...

 

NOTHING!

 

Been like this for more than a week.

 

Gone from bad to worse.

 

Advice from the specialist team is that it will be "at least a couple of months" before service can be restored!

 

After 18 months of buck passing, it seems like Telstra have just given up

 

What a joke.  This sucks.

 

The only thing my phone line is good for is to hang myself.

WITHOUT PREJUDICE
Support Team
Support Team

Re: having problems with your internet - read this!

Hi cul9r_, while we can't directly request account details or other personal information via posts on these forums for privacy reasons, I can help follow up with your case manager if you can let me know any reference numbers you've been provided in your recent contacts. These may begin with 'SR-1' or 'INT-1'. 

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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Thanks Greg

 

Appreciate your help, but she hasn't responded to my email from yesterday or my phone call today.

 

FWIW case number is SR 1-972264794388.

 

Cheers.

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Support Team
Support Team

Re: having problems with your internet - read this!

Thanks for the details - I've emailed the case manager (Chloe) and her team leader to request followup as soon as she's available next. 

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cul8r_
Level 6: Bloodhound

Re: having problems with your internet - read this!

Another Update...

 

Chloe did call me.  She asked me to stop calling as there is nothing she can do, and all I'm doing is stressing myself out!She did give me a number to call though...   1300 368 387I called it - TELSTRA RECEPTION...Now I feel like I'm being treated as a joke!Its now 20 months since I reported this issue and its just gone from bad to worse.

 

I've now had a completely dead line for going on four weeks.

 

No dial tone

 

Nothing...

 

Still got my monthly bill though...

 

 

 

WITHOUT PREJUDICE
GamerRob23
Level 1: Cadet

Re: having problems with your internet - read this!

 We are also in San Remo and suffer from internet drop-outs many times a day. We are lucky to get over 1mbps download at any time of the day. We have had the tech out who said the same thing - problem at the exchange etc we went to a diff internet provider but cant do anything about the infrastructure.

robertwaghorn
Level 1: Cadet

Re: having problems with your internet - read this!

Exactly same thing happening to me 12 months now and they just told me my maximum speed is 36 mbs and am paying for 100, We had a stage where our land line was not working so customers would ring, and no ring sound, the call would go straight message bank. We followed this up and found several people could not ring our business number, so how many others are there that we don't know about. Telstra's leading man in the Philippines wants to offer compensation for the problems; he wanted me to give him a figure straight away and suggested $100, I said no. The payment I need runs into the thousands. The Telstra man told me they knew what my maximum speed was all along, and they put me through all this **bleep**. It's a small business, so I am asking 5k. 

Level 24: Supreme Being
Level 24: Supreme Being

Re: having problems with your internet - read this!

Hey Robert, sounds like you already have a case manager working on that one for you. With the speed issues, until the line is connected on nbn there isn’t any way to know the maximum, pretty much after the connection is active you can find out - yourself through the modem or Telstra on their end, but Telstra have been proactively going through and talking to people who are currently paying for the premium evening speed (100Mbps) and offering them credits or the like to ensure their customers understand their options best. I do wish you the best of luck with getting $5k back though, maybe if you have evidence that they caused loss of business that was wholly because the phone fault... the speedboost part is likely to be only what ever charges you had paid for the boost you couldn’t use.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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