youngblood
Level 7: Deputy Inspector

Foxtel/internet

Answered
Internet and foxtel in westmead 2145 is seriously a major problem again.. spoke to tech support 4 days ago both foxtel & internet tech and now this problem is worse.. constant pixalating, no on demand foxtel unless you have 3 days to download a movie internet speed 3.2 download 3.3 upload...have taken pictures of the screen pixalating and mmessage lost signal accross the screen, have done speed tests, it is a total disaster.. i have a full service with telsta cable internet, telstra foxtel & telstra tv plus mobile phone service.. i pay my bills and this is what iam getting from my expensive service.. even after i have told telstra this is what is going on.. every month there is some issue, either billing charging for what you did not use, spending hours on the phone to o/s call people who almost call you a liar if you debate the cost of your bill when you know what the cost is & should be.. DISGRACE from telstra, now i have to spend more time again on the phone going back to the original foxtel/internet issue.. god help us if this is all they have to offer us
1 ACCEPTED SOLUTION

Accepted Solutions
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Foxtel/internet

I can see that there was an outage listed for cable services in Westmead 2145 around the time that you made this post.  Regarding the ongoing issues with your service and the bills, if you are unable to get this resolved via normal channels, please lodge a formal complaint via this form so that a complaint case manager can be assigned to review the history of this issue and work with you towards a resolution.

 

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18 REPLIES 18
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Foxtel/internet

I can see that there was an outage listed for cable services in Westmead 2145 around the time that you made this post.  Regarding the ongoing issues with your service and the bills, if you are unable to get this resolved via normal channels, please lodge a formal complaint via this form so that a complaint case manager can be assigned to review the history of this issue and work with you towards a resolution.

 

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youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

thank you so much Shellock for your reply and link...cheers

Support Team
Support Team

Re: Foxtel/internet

Happy to help any way we can, youngblood. Please keep us in the loop. I'd like to know this has been appropriately addressed. - Matthew.

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youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

good morning Matthew, again thank you for your reply...I checked the internet speed this morning on both Telstra  speed test and my Telstra mobile dashboard and both seem to be consistent speed so that issue looks ok at he moment but the pixalating is still going on but not  to the degree of complete screen like the last 4 to 6 weeks, its been really horrible...I would be happy to not have it at all if you know what I mean but calling tech or billing support is worse than  you can possibly imagine....they really have no idea, there solution was turn off unplug wait 5 mins turn on again, I am really am over it....I do that anyway before I even call Telstra...I explained last week to tech and billing  ref # TT1-183428 and ref # INT1-1837182414013 that my modem was a few years old and my Foxtel box was also old  but has been ok  so where the problem is I have no clue...the tech that contacted me on Friday from Foxtel on my mobile well I sent him the photos of the screen pixelating also across the screen written NO SIGNAL, so they could see the issue but its still happening to a lesser degree..my patience is truly spent...I pay my bills onetime and even in credit sometimes and I have no problem paying for my Telstra Foxtel / Telstra cable & Telstra  mobile service if it works well but I can no longer  keep paying and staying with Telstra if I am not getting a credit or a decent service for the last few weeks... its really not fair....when we had storms before xmas my internet had a spike so they tell me and ate 103 gig of my data and then I get a notice that half my allowance is gone when It was not even me using it but o/s tech and billing treat you like you are lying so I explained & told them go back and look at my history, I don't ever use more than 25 gig a month and once they saw that they believed me  but it takes hours on the phone talking to these people, it's just not worth it anymore...I see the frustration from others with issues on crowd support and its painful as I know what it feels like...telstra has lost its way and the right hand does not know what the left hand is doing.....over the years I have loved my bigpond and have been a loyal customer but its really doing me a dis-service nowadays and I am paying a premium......no point complaining anymore especially when you see people making complaints about the complaints department you have to ask what the heck has happened.......matthew thank you again for your support but yes its still pixalating to a degree.....cheers my friend

Telstra (Retired)
Telstra (Retired)

Re: Foxtel/internet

As your internet service is now working consistently and the Foxtel is still pixelating but to a lesser degree, you will need to contact Foxtel Tech Support on 131 999 so that they can talk you through their specific troubleshooting steps and organise for a tech to attend if required. 

 

My suggestion would be to try the Foxtel box connected, with the modem and the splitter removed to see if this helps to resolve the issue. The process of removing and reconnecting cables can clean any corrosion on the connectors and the splitters can also become faulty, so this would help to identify if removing it helps. 

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youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

hi again Matthew, I pretty much do that with the cables etc but not the splitter but will give it a go, I looked at it after your post and it seemed clean as Ido look after my stuff....again thank you for your advice but I won't be calling Foxtel, I am done...good customer service should b calling me back to see if its resolved so I don't have to waste hours doing what I am doing....thanks again.  best wishes

youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

once again guys tonight 9.01 pm 2nd jan 19..iam running an internet speed of 6.79 download / 5.11 upload..I thought this fault with internet was over but once again cable internet is so slow and Foxtel pixalating still persisting... whats the excuse tonight...total disaster again....I have taken photos again of both Telstra speed test 

Telstra (Retired)
Telstra (Retired)

Re: Foxtel/internet

I'm not seeing any outages currently listed for your area. When you perform the speed tests, are you doing so when you only have the one device/computer connected to the modem and all other gaming consoles, smart TVs, streaming devices, tablets and mobiles etc are disconnected or turned off?

 

Doing this makes sure that you are getting the most accurate picture of the speed available to the whole of your service and not just the speed available to that specific device at that time while other devices are utilising some of the bandwidth.

 

If the speed tests improves while you test the modem with only one device connected, but still experience pixelation, then please contact Foxtel (131 999)so that they can assist you further this this. Alternatively, if the speeds do not improve, you should contact Tech Support by calling 133 933 or using Live Chat  https://tel.st/7bw56 where they can securely access your service details, perform further testing and organise for a technician to attend if required.

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youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

shellock hi.....no disrespect intended and I am certainly not very tech minded but I am not stupid either...of course I am using 1 device when I test internet speed and that is my laptop with the app as I was told to use that  by tech support last week when they were also testing speed while on my laptop also they told me to download the app for my Mac so they could test from that device as well while I was on the phone to them...also last week when there was an outage there  was no info available anywhere from Telstra to tell you so, you just get to know after awhile from experience...last night the pixelating was more frequent but not today so far. but the day is young...I stated in my last post hat iam not calling  tech support anymore, I am done with it...same old same old...iam doing exactly  what tech support does and I don't have to spend endless time repeating myself over and over and over again besides its usually turning everything off, unplug waiting 10 mins turn back again...forget it...iam in the process of now looking elsewhere for a better service even if it means no longer having Foxtel unless I go Foxtel direct...its too much anymore to be paying for a service that does not work effectively and I can't tell you how disappointed  I am...iam wasting my money..thank you for your post

youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

shellack I forgot to mention also with my Telstra mobile phone  with the  Telstra dashboard app (no other device) 16 hours ago  my download speed was 13.00 Mbps and upload was 3.5.. regards

youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

issue not resolved....3.04pm today...internet speed...download 4.35 upload 5.25....so glad I have the photos  &  copies of everything for future reference...no one would believe it but its true... its seriously bad

Support Team
Support Team

Re: Foxtel/internet

Hey Youngblood,

 

Thanks for the update and I am sorry to hear that you are continuing to experience issues with this connection at the present time Smiley Sad 

 

The next level of escalation for these issues and to see if there would be any costs for cancelling the service is via an official complaint. This will allow us to have a specialised case manager assigned to have this investigated and resolved further for you. This can be raised via our secure form at 

 

https://tel.st/qqsl3

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youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

thanks for your post dingo dog but I am already very informed about my legal rights and have the details for the ombudsman of telecommunications.. i won't be paying any  costs  for opting out especially with the evidence I have if you read my previous posts...I have been with Telstra a very long time and the service now is not what I signed up...cheers

iraleksandrova
Level 1: Cadet

Re: Foxtel/internet

As your internet service is now working consistently and the Foxtel is still pixelating but to a lesser degree, you will need to contact Foxtel Tech Support on 131 999 so that they can talk you through their specific troubleshooting steps and organise for a tech to attend if required.



My suggestion would be to try the Foxtel box connected, with the modem and the splitter removed to see if this helps to resolve the issue. The process of removing and reconnecting cables can clean any corrosion on the connectors and the splitters can also become faulty, so this would help to identify if removing it helps.
Highlighted
youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

thank you for your response but as I have said in all my previous posts if you read them I have done all...unplugged, undo replug, turn off, restart etc...I have sent a formal complaint to Telstra  head office and going to write to the ombudsmen for telco for formal complaint...support and tech tell me the same old story so  don't call them anymore.....my internet speed this morning is 4.40 download and 3.02 upload with server over the wire...I also stated I am looking at other options...again thank you

youngblood
Level 7: Deputy Inspector

Re: Foxtel/internet

oh yes for the record I have pics of all the speed tests with dates and pics of the pixelated tv screen and and copy of that msg from the Foxtel tech & phone number to the Foxtel tech when he msg me the other day and I also sent them some of the pics of the above...foxtel demand still takes ages to download and ineffective and took pics of that also....I have had weeks of this....
Lynnemaree
Level 1: Cadet

Re: Foxtel/internet

4 weeks and still NO NBN connected. Several phone calls and job escalated on several occasions. Hours on the phone. Time to look else where.
Telstra (Retired)
Telstra (Retired)

Re: Foxtel/internet

Hi Lynnemaree

 

The faults team will be able to escalate to NBN but they may require further information or other testing to be done at times which can delay the network visit. Hopefully NBN will be out to restore the connection soon for you.

 

- AlistairQWA

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