Had NBN FTTN connected late last year. Paying for 50Mbps. It worked reliably at 31Mbps d/l for about 2 months. Ever since then I only get 18Mbps. Nothing changed this end.
Been through tech support multiple times. Finally told me last week there is a fault with my modem. Have new modem now and it hasn't helped my speed. Stayed exactly the same.
About 750m walking distance from node which I know is a lot but it worked at >30Mbps and very reliably for months before deciding that 18Mbps is all modem will sync at. Slow down was not gradual. Just one day 18Mbps is all I get and hasn't ever sync'd faster since.
Anyone have any suggestions?
Modem stats below:
Connection Time 00h54m36s
Link Status UP
Standard VDSL2 (G_993_2_ANNEX_ B)
Line Encoding DMT
Link encapsulation ATM (G_992_3_ANNEX_ K_ATM)
Downstream : Upstream
Actual Rate [Kbps] 18181 : 3000
Maximum Rate [Kbps] 18181 : 3000
Noise Margin [dB] 0.00 : 6.60
Attenuation [dB] 35.20 : 0.00
Power [dBm] 14.60 : 6.20
Rarely seem to get lucky and speak to anyone who has any idea how to address this problem. Just keep going over the same things (what lights are on, is there a filter, whats plugged in etc, knowing this will make no difference. It's been done to death, seriously can't express how frustrating this is), and issue doesn't get escalated. Have to explain from the start again every time I call and go over all the steps again and gets me nowhere. Then get transferred to some other department or person and explain from the start again. The amount of time to get to speak to the right person when calling Telstra is absurd and I am considering changing ISP based on this alone.
Going to try connecting directly to maddison box tomorrow but expect no difference as it is one cable and Telstra replaced plug on wall when doing install.
Thanks for any suggestions.
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Although you might only be within 750 Meters walking distance the cable might be much longer. You need to find out were your connection pillar is located and then calculate distance from your premises to connection pillar and then from pillar to node.
The link below shows a map of were your connection pillar is located.
Disregard the theoretical speeds shown on map as these assume connection pillar is next to node.
I always thought I was within 400 meters of the Node but using map I discovered my connection pillar was a additional 400 meters in the opposite direction making the total distance 800 Meters which explained my maximum line speed of 36/11.
Moving to another provider will not solve the problem. I can not explain the original 30 Mbps speed. (Perhaps NBN Co has changed pillars). If you are paying for a speed boost would request a refund for speed boost.
As @Jupiter has stated it could also be a line fault. Check the link stats would give a good idea if the link is faulty. Expect to see FEC errors but there should be few if any other errors.
The link stats are located at Advanced > Gateway Settings > Dev Info > Stats > WAN1-xDSL
Thanks for reply
Seems be a line fault between my premise and pillar / node. I have no joins at all on my property (without digging further than in the 2nd photo but think it goes to pit next door unbroken). I have confirmed this by pulling cable with a string through the wall and visually checked it all the way. I cut back about 5cm and redid the wall joint (no diff, same sync speed and parameters). https://photos.app.goo.gl/w9BYtT9iiHQhHCMl2 to https://photos.app.goo.gl/WFTRULTFWm41fcBf2 is without a join.
How would I go about getting an NBN Co tech? I've logged the fault many times with Telstra and made 2 formal complaints. No one will escalate it for me. Any other routes I can take to get it addressed within Telstra? Or should I be going to NBN Co with issue? I think that is not possible, RSP has to?
I'll call again about a fault in the mean time.
In 14 minutes would not expect to see 14 severely errored seconds. So line could still be faulty.
Below is the image of a normal link.
If you click on your premises the estimated link speed, distance to connecting pillar and path to connecting pillar is displayed.
I agree there support staff is not very good and its a pain trying to get them to fix any problems.