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My apologies for the poor experience, it certainly isn't the level of service we want to be providing for our customers. Where you able to get this sorted out yesterday?
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Yes, that's my experience too with Telstra Support
21 hours and counting on tech support calls sice Oct 4, 2017 when we moved to this house and NBN was 'provided'.
We used to suffer the typical congestion issues - good spped in the morning, mediocre but usable around midday, then stuffed after 4pm - email would work, but browsing and netflix etc are unwatchable.
This pattern has got worse, to the point that the speedtest.telstra.com site will not complete a test. While we, intermittently, do get usable speed, there is no consistency or reliability.
Two tech visits - never arrived!
We have variously been told by Telstra this is due to
- Congestion, no resolution date planned
- Its NBN's problem
- faulty Telstra modem (although the replacement box didn't make any difference....)
- We need to provide more speedtest results. Yet - when the speedtest fails while on-line with them, these details are never recorded
- the NBN modem has poor signal (yet there are 3 out of 3 signal strength lights on, in the Fixed Wireless modem)
And about 3 permuations on the above "reasons"
The disappointing thing is that probably, almost certainly, the issue is congestion so all the other 'causes' and promises of tech visits and call backs were lies, told on behalf of Telstra's so-called support team.