CrowdSupport®
Level 2: Rookie

FTTP NBN - zero upload speed and browsing speed - Canberra

As the topic says - NBN FTTP zero upload speed and browsing speed.
The issue started just after mid night around 1230hrs of 16-March. I was doing any online course and suddenly web browser can’t access the website anymore. No alert from NIC about loss of internet connection. Telstra provided modem Technicolor TG797n V3 was showing all green lights. I thought could be any outage and decided to check in morning.
Fast track to next day evening. Spending whole day waiting for internet to start working, I started troubleshooting and could not find any hardware issue. Even did a factory reset on the modem and changed the Ethernet port on motherboard (motherboard has 2 x 1Gb Ethernet and 1x inbuilt Wireless network adaptor) but no change in speed.
Checked the NBN box and UNI-D1 was flashing amber (Yellow) and checked my Ethernet port speed which is also running at 100mbs, so decided to manually change it to 1Gb and lost connection, so changed it back to Auto (100mbs connection detected).
Did all sort of recommended tips and tricks which I can find on CrowdSupport form - static ip, disabled IPv6 on NIC, rebooted workstation n modem multiple times and checked version of modem (No change) and then finally rang Helpline and did all of the above again. Guy on the other end had enough - so he send the new ** Technicolor DJA0231 ** Version 18.1.c.0215-915-RA **

One new toy to play with and I plugged this modem thinking my third world problems will end and nothing changed, still same issue.

Back to R&D, googling the sh|t of CrowdSupport webpages. Did all the troubleshooting tips - which I can find - static IP on NIc, disabled IPv6, No wifi band steering, Disabled Mobile backup/Printer sharing/ content sharing , changed Lease time, changed DNS servers and finally factory reset on modem which is only up for couple of hours.. LoL
Sorry if I missed any troubleshooting in the above mentioned steps but you can believe me - I did it all and rang the HelpDesk to tell them - what can they do for me
Fast forward - I did everything to satisfy the Operator’s script check boxes and finally an escalation on my problem ticket to NBN Co and time finally for a human to come in person to my house to rescue me. But my joy was short lived and a beep of sms from NBN Co telling me poor you - there is nothing wrong and they checked it remotely and no one is coming to my house and NBN Co will call me to help me. So I waited and waited waited waited and more wait and no call.

I rang HelpDesk again and yes I did it again. Confirmed that all lights are green and yes modem has IP address

And to surprise me, operator told me that Serial no of new smart Modem doesnot match on their troubleshooting tool and serial number in their system is my previous modem. What is this bulls@@t, and operator can’t Assist anymore as script tells them to send a human to my place. NBN Co will be so unhappy

Anybody had this issue??

Applogies for the long read and yes I work in IT who can’t help myself ... LOL

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Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Serial number probably doesn't match because the modem can't send an inform packet back to Telstra

Did you try plugging your computer directly into the NTD?

TBH this one needs to be escalated to Telstra's Level 2/3 team to determine if it's a Telstra or NBN issue and evidence gathered. It's a non standard fault and NBN will continue to reject the ticket as no fault found unless there is specific evidence provided that the issue is their network, and that requires tools Telstra's NBN Assurance front of house don't have access to.
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Yes I did it.. when I noticed the UNI-D1 is showing amber light which means 100mbs connection and connecting the workstation directly to UNI-D1 only changed to "Green" which is 1Gb connection but no change in the browsing speed as data from the computer cant get to the www services to get a respond and I even monitored the Wireless speed connection between the workstation and Next Gen modem... PHY rate is awesome but the data packets speed is slow (below the dialup). Physical hardware issue is not the cause of this. (Unless there is big batch of faulty Next Gem modems sent to people)

 

After more than 10 refreshes on the telstra website to open the speed test webpage -- the only server it can find is Perth .. wow. 

Anyhow I have conducted speed test provided by Ookla workstation windows app. and it can only detect the download speed and Zero upload speed and test fails.

 

As mentioned in intital post - Ticket got escalted to the NBN Co and for a Tech to come home and check the connection but got rejected by NBN Co and on 2nd attempt to resolve this issue - when the ServiceDesk Operator cant see the new Serial Number, the request for the tech to check the connection is back on the cards.

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Orange lights means 1gbps. Green light is 10/100. Very counter-intuitive

The issue needs to be escalated to Telstra's L2/3 team, not NBN at this stage, as it will be guaranteed to be rejected until a more in-depth investigation is performed

I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Support Team
Support Team

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Hi @Another_IT_Tech,

Sorry to read about the issues that you're having with getting your NBN fault resolved, certainly not the experience we want for our customers. As the two other people in this thread have advised, definitely get in contact with our NBN Assurance team on 1800 834 273. If you reiterate everything you've mentioned in your original post I'm sure they'll be able to organise the NBN technician for you, it does sound like you'll need someone from NBN co to investigate this further. 

 

Let me know how you go!

 

- Coda

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Level 2: Rookie

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

I don’t know what to say but surely whatever updates level 2/3 operators are entering in my ticket aren’t good enough because NBN Co is not willing to send someone.
So far I have spoken to 2 or 3 poor souls (Level 2/3 Operators) and they can’t see the serial number of new modem and cherry on the top - On NTD box - Optical is RED.

I had mobile back working from last 12 hours but now even that is not working so rang the poor souls to check it and it was also barred. Operator unbarred it but it will take up to 24hrs for it to activate. WTH which technology/system is this?
If it didn’t work till weekend, there is no point in calling Techincal Support again n again, they can’t fix it and NBN Co not letting the field tech to come to my place.

I have to change ISP

Cheers
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Level 21: Augmented

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Changing ISP will not help. They are all victims of NBN Co!!!
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.
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Level 2: Rookie

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Changing ISP will help .. it will get me other UNI-D and a tech who will come to my place to check physical fibre before activating new connection
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Level 2: Rookie

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

Today NBN Co tech replaced the old NTD box and fibre connector. New NTD box is showing Optical Green.
I tried various websites but upload speed still zero. So rebooted the workstation couple of times and modem but didn’t help. NBN Co advised to wait for an hour and then it should be ok. According to him this is the second incident where end-user is getting download speed but zero upload speed. In the other case where there was zero upload speed changing NTD box resolved the problem.
Contacted Telstra and operator confirmed that they can see the new NTD box and new smart modem and NBN Co has also sent the update to them but Operator can’t tell the reason for zero upload speed. Operator booked me for another NBN tech visit.

Even NBN tech advised change provider because everyone is offering No contract plans.
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Level 21: Augmented

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

AFAIK, Telstra is offering no contract plans too (https://crowdsupport.telstra.com.au/t5/News-Feed/Introducing-our-new-Internet-Plans/ba-p/805112)
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.
Highlighted
Level 2: Rookie

Re: FTTP NBN - zero upload speed and browsing speed - Canberra

I never said Telstra is not offering No-Contract plans

The problem is that they don’t know what’s happening or cause of issue. Even level 2 or 3 support operators don’t know that which plans are offered but they arguing about that end user is on a cheapest or slowest speed plan which is kind of poor knowledge of product or service.
Anyways ... it’s a nothrough conversation
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