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Level 1: Cadet

BigPond Cable not stable since 7 January 2015

My BigOnd cable Broad band has been working intermittently since January 7th. I have been told from different people that the problem is in the building (this was checked) my cabling and modem have been checked and then there was a problem in the NSW 2011 post code - which according to the BigPond website has been resolved but as of today i still have nmot boradband. I ahve asked for a temporary fix eg i have asked for Telstra to suipply me with a 4g modem while this is sorted but I have been told that they no longer do this. Any suggestions on 1. getting this fixed? or 2. Getting Telstras attention or 3. anther service provider? Help - any suggestions appriecated.

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3 REPLIES 3
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Level 1: Cadet

Re: BigPond Cable not stable since 7 January 2015

I have the same problem. (P/C 2068). I've been trying since January 5 to get Telstra to fix the problem, but they just don't care. I've got a case manager, spent around 5 hours on the phone, had numerous technicans come out - they just can't figure out what's wrong. I've been averaging about 12-15% packet loss, today is is at 25% making the internet pretty much unusable.

 

They'll spew the usual crap like "Are you using wifi?" (I'm not), "Have you reset the modem?" (More times than you've had hot dinners), "Tried another computer?" (I have 5. It's not a computer problem). Isolation tests, voodoo dance rituals - everything has been tried, except Telstra won't actually inspect the condition of the cable itself.

 

The quality of the field technicians is truly woeful. The last one suggested a defrag of the hard drive, powercycled the modem, then called it a day. Guess he didn't want me to keep him from his smoko break.

 

I too am at wits end and have no idea what to do to actually get Telstra to fix the problem. They're happy to take my money but don't actually provide any service whatsoever.

 

This is typical of the quality connection I'm getting these days:

2015-01-28 11:58:33 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:34 AEDT: Request timed out
2015-01-28 11:58:34 AEDT: Request timed out
2015-01-28 11:58:35 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:36 AEDT: Request timed out
2015-01-28 11:58:36 AEDT: Reply from 58.160.15.4 bytes=32 time=22ms
2015-01-28 11:58:37 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:37 AEDT: Reply from 58.160.15.4 bytes=32 time=15ms
2015-01-28 11:58:38 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:38 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:39 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:39 AEDT: Request timed out
2015-01-28 11:58:40 AEDT: Reply from 58.160.15.4 bytes=32 time=9ms
2015-01-28 11:58:41 AEDT: Request timed out
2015-01-28 11:58:41 AEDT: Request timed out
2015-01-28 11:58:42 AEDT: Request timed out
2015-01-28 11:58:43 AEDT: Reply from 58.160.15.4 bytes=32 time=8ms

 

Thanks Telstra, this sure is worth $120 a month! Smiley Happy

Highlighted
Level 3: Gumshoe

Re: BigPond Cable not stable since 7 January 2015

Same problem existing in Castle Hill 2154 for last 2 weeks. Telstra have absolutely no idea of the root cause and no idea when the problem will be resolved. Download and upload speeds both less than 1mb/sec absolutely un-usable.
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: BigPond Cable not stable since 7 January 2015

Hi BrianElizabeth,

 

There is an investigation for performance on the BigPond Cable network in your area.  Given the intermittent nature of the issue, it can take while for the network team to narrow down the source of the interference.

 

http://servicestatus.telstra.com/servicestatus/goc.do?q=postcode_2011.html

 

ldickerson & Pniel, 

 

There are no outages currently listed for BigPond in the postcodes that you have provided. 

 

- Shelly

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