Anyone else experiencing an unuseable BigPond Cable internet in Brisbane Northside, anywhere near Mitchelton 4053? We’re down to 0.24Mbps Download and 1.8Mbps Upload. The service is practically unuseable.
Had a similar problem a month ago and a service tech came out and replaced a corroded HFC cable connection in the pit across the road. Pathetic Telstra policy is an adult has to be home for the service tech to attend site. Hardly working family friendly Telstra. Nor were their Philippine call centre very well trained. Found to be very aggressive actually.
I’m hoping today’s problem is a systemwide one, rather than another fault in their own infrastructure they will refuse to check/repair until they rule out the problem being inside my house. Not looking forward to the drama Telstra will put us through again.
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The network can't tell if there is a faulty connection by itself.
The other issue is that now the HFC network in your area is owned by NBN Co, so any issues need to be escalated to them to be investigated. Telstra can't go out and do it themselves any more.
Thanks for the reply @Jupiter.
So what you are telling me is that Telstra cannot innitiate an HFC fault investigation on behalf of a customer who pays $100/month to subscribe to Telstra’s BigpondCable service? I am to ring NBN, whom i am not a customer with and bare no relationship with and lodge a fault report?
No. What I'm saying is that you lodge the fault with Telstra, Telstra then lodges it with NBN Co, but Telstra has very little control or visibility about what happens after that.
I hear ya. The problem is, that for a known, repetitive HFC fault, i cannot get past your aggressive and poorly trained Phillipines-based call center, that flat-out refuse to continue to log any fault report unless you are standing in your home whilst making the call, turning modems on and off and jumping through their ‘idiot hoops’.
Then, to add insult to injury, you are required to take a entire day off work to provide access to your house/modem, so they can be 1 hour later than the 3-4 hour window they gave you. Only to be told “i found a corroded connector in the pit across the road”.
Well, thanks for letting me know i wasted a paid work day to watch you (or likely an NBN contractor, who knows) fix your own supply network, in your own pit, which required no access to my property whatsoever to trace and fix.
Please provide a direct contact number for Telstra Bigpond Tech Support where i can re-ignite this intermittent service issue which has been going on for more than 2 months now.
The faults team will need to confirm that the basic troubleshooting has been completed if they are reescelating the issue. If the last call to the faults team was within the last month then they should have sent you an SMS or email that will organise a callback rather than needing to call again. If you do not have this then Cable faults are on 133933 or via live chat here.
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