Level 1: Cadet

Broadband Shaping Speeds

I recently upgraded to an unlimited broadband plan, after exceeding my 200 GB data for the month and exhausting the three free top ups. I upgraded on Friday 7 June.
It is now Tuesday 11 June. I am not able to connect; modem is working perfectly fine and numerous tests conducted by Telstra representatives (both via chat and over the phone) are showing no issues.
I suspect that it may be a shaping issue, based on some similar stories I’ve seen in the crowd support forum.
How can I get this addressed when no one from Telstra is identifying that as the issue or even considering it when I bring it up? I have 9 days left on the billing cycle and I would like to have internet access during that time, rather than have it magically reinstated once the new cycle starts.
Thanks for any help or insight.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
Level 22: Superhuman
Level 22: Superhuman

Re: Broadband Shaping Speeds

What speed are you currently getting?
For Official Support start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

Support Team
Support Team

Re: Broadband Shaping Speeds

Hi @Julie-Incognita


Just checking back in to see how you went and if you need any further help or support?


- Stef

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

Telstra 24x7®

Keep tabs on your estimated usage with the Telstra 24x7® App

Find out more
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Find out more
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now