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NChar
Level 3: Gumshoe

Slow ADSL2+ connection, advice kindly requested.

Answered

Hi all,

I've been with Telstra Bigpond for quite a few years now, and have never had any major issues with their internet or their customer service.

 

On speedtest.net (I know, perhaps not the most reliable site), my average download rate varies between 8-10 Mbps, with an occasional peak at about 12-15 Mbps, which was more than acceptable.

 

However, in late August there was some scheduled work by Telstra in my area, and I received an email warning me that there may be occasional service dropouts (of which there were many, but resolved themselves). Once the work was finished (start of September), my download speed averages between 1.5 and 4.0 Mbps (http://www.speedtest.net/result/2205116737.png), which is a bit frustrating. In addition, connections to webpages regularly timeout, and I’m stuck hitting refresh until the page decides to load.

 

I spent some time on the phone with their technical support, who were very understanding and somewhat helpful. Though they indicated that there was an apparent drop in speed, since the download rate was still within "acceptable limits", there was nothing they could do, aside from do an isolation test on the phone line, replace my modem and filter/splitter, and hope for the best. I’m not over my download limit (18% used at the time of writing, with about 7 days left in the cycle).

 

I replaced the modem and filter/splitter, and did the isolation test (a few times now). There is some intermittent noise on the line, and goes from a barely noticeable crackling to a rather noticeable crackling. On this alone I know that I should log a line fault with Telstra, but as the noise is intermittent, I worry that a technician will be sent out, the noise won’t be present, and I’ll be stuck with a hefty fee.

 

In short, I’m looking for advice on this issue, whether there be something on my end that I’ve missed which is causing this issue, or whether there may be something wrong on the exchange/Telstra side of the equation. And in the case of the latter, how should I proceed and what should I say?

 

Thanking you for your time,

 

NChar

 

 

Details:

Distance from local exchange: (Cecil Hills, NSW, 2171) Line of sight distance: 3210m. Possible cable distance: 3758m.

Current Plan: BigPond Elite Liberty (200GB) – ADSL 2+

Modem: Technicolor TG797n v3

Filter/splitter: Telstra C10245M ADSL2+ in-line filter/splitter

Link Information:
Uptime:         1 day, 2:09:00

DSL Type:     ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 510 / 4,032

Data Transferred (Sent/Received) [MB/GB]:        85.62 / 1.07

Output Power (Up/Down) [dBm]:    12.2 / 21.3

Line Attenuation (Up/Down) [dB]:   16.0 / 31.0

SN Margin (Up/Down) [dB]: 22.0 / 28.1

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / GSPN

Loss of Framing (Local/Remote):    0 / 0

Loss of Signal (Local/Remote):       0 / 0

Loss of Power (Local/Remote):       0 / 0

Loss of Link (Remote):        -

Error Seconds (Local/Remote):       0 / 0

FEC Errors (Up/Down):        1,298 / 436

CRC Errors (Up/Down):       368 / 0

HEC Errors (Up/Down):       156 / 0

 

If there is any more information people would like, just let me know.

 

2 ACCEPTED SOLUTIONS

Accepted Solutions
NChar
Level 3: Gumshoe
Accepted Solution

Re: Slow ADSL2+ connection, advice kindly requested.

Update:

 

Spoke with Michelle from Telstra yesterday, and it appears that the issue was congestion at the local exchange a stability profile on my account. She was very helpful and explained that the issue would be looked into, and by this morning, my download rate has jumped from about 3Mbps to 13.98Mbps (back to what I was getting previously).

 

Thanks to all who replied and offered their advice, and thanks to Telstra for helping sort this out.

 

Cheers,

NChar

View solution in original post

Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Slow ADSL2+ connection, advice kindly requested.

NChar,

 

A colleague found that a stability profile had been affecting the speed on your service. This has been changed and as a result, the speed has increased.

 

So shout out goes to our Back of House support team for picking up on this and getting it fixed.

 

Glad to hear your service is working well again for you.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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View solution in original post

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29 REPLIES 29
Ben_F
Community Alumni (Retired)

Re: Slow ADSL2+ connection, advice kindly requested.

If you have line noise, report it and don't delay. Does the noise exist when you have the phone in isolation?

 

B.

----------------------------


New Users - Click Here!

Level 22: Superhuman

Re: Slow ADSL2+ connection, advice kindly requested.

Also, your Signal to Noise ratio looks way to high IMHO. I'm down at 6.7

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

Hi, and thanks for the reply!

 

I did the isolation test again. When the phone (landline) is the only device on the line, there is a slight, but noticeable, hissing (on a scale of 0-10, it's about a 1.5 or 2.0).

 

There crackling seems to have disappeared, which is good. That being said, it makes me still wary of reporting a line fault and risking a fee (silly, I know). I'm going to give Bigpond a ring first, and see what they say about the Signal-to-Noise ratio. If they don't have any advice or solutions, I'll ring Telstra and go from there.

 

Thanks again,

NChar

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

Yeah, it doesn't seem great. I did the phone/line isolation test again, which revealed that there is little noise on the line at the moment (a very slight hissing, but no crackling). I also turned the modem off overnight, and checked the connection statistics again this morning.

 

Details:

Uptime:0 days, 0:07:59
DSL Type:ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]:510 / 4,032
Data Transferred (Sent/Received) [MB/MB]:5.84 / 14.20
Output Power (Up/Down) [dBm]:12.2 / 21.3
Line Attenuation (Up/Down) [dB]:16.1 / 31.0
SN Margin (Up/Down) [dB]:22.5 / 28.4
System Vendor ID (Local/Remote):TMMB / ----
Chipset Vendor ID (Local/Remote):BDCM / GSPN
Loss of Framing (Local/Remote):9 / 0
Loss of Signal (Local/Remote):2 / 0
Loss of Power (Local/Remote):0 / 0
Loss of Link (Remote):-
Error Seconds (Local/Remote):18 / 0
FEC Errors (Up/Down):6 / 0
CRC Errors (Up/Down):0 / 0
HEC Errors (Up/Down):0 / 0

 

 

I'm going to give Bigpond a call in a few minutes, and see what they have to say. I've been told by a couple of mates that work in IT that the SNR should be between 6 and 8, or between 10 and 12 at the most.

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

An update:

 

Just got off the phone with Bigpond technical support. The gentleman I spoke to was rather helpful, and noted that the SN margin was significantly high, though didn't indicate any possible solution.

 

In terms of the slow internet speed, he indicated that there may have been some change to my plan, which dropped my download rate from a maximum of 20 Mbps to 4 Mbps, which was surprising. We've been on the same plan for a few years now. 

 

At any rate, the person I spoke to indicated that the issue (may) be escalated, and transferred me to the billing department to discuss compensation (not necessary, but ok).

 

So now I have a reference number, and the issue may have been escalated to the next tier of technical support. I'll monitor my connection over the coming days, and will call them back if nothing has improved by, say, Wednesday.

 

Fingers crossed!

pam
Level 3: Gumshoe

Re: Faulty T-Hub and very slow ADSL

In June of this year, we phoned Telstra to cancel our home phone as we were moving to another area and did not want a home line. A very nice employee of Telstra convinced us that a Home line bundle would be the way to go instead of receiving a bill for Foxtell, a prepaid (Vodaphone) mobile broadband and a home phone - wrong move! From that moment on, it all went down hill. Firstly, we were told there was a phone line to this property and we were given a phone number. Secondly we are told, there was Foxtel cabling to the property. Two days later someone phoned to say there was no phone line nor a Foxtel line! Therefore a change of phone number was required - why?? We moved into this property approx 7/8 days later and 2 days later the Foxtel technician turned up. We were not advised. We were informed that he wooud need to put a dish on the side of the building. This is a block of units! As a Property Manager, I am fully aware that a Body Corporate has to be advised! Another problem. No one mentioned that a dish is now required and not cabling. How do occupants of high rise buildings get a dish from each unit - DONT! Being a small block I just told the tech to go ahead. A few days later the handsfree phone, modem and T-Hub arrived (why do we need 2 phones??). The T-Hub worked for a few days and after that I spent a lot of time on the phone to Telstra, going from department to department trying to solve the issues. Why do we have to talk to someone in the Phillipines? 2 weeks ago the T-Hub failed permanently except for being able to use it for phone calls only. We do not need a home phone as we have 2 mobiles and make a total of 6 calls per week, 4 of those are to Telstra! BigPond is also a great disappointment as it closes down on an average of 3 times per day especially after 4 pm?? It is so very slow, and after having it once before approx 4 years ago, I vowed I would not again. I do not begrudge the fellow who advised us that the bundle was a better option, nor his commission, but we do not want it. The T-Hub has gone off to T-Hub hospital for replacement and we are now back to using one of our many handsets. I am very happy with this arrangement. I would also like to go back to using my Vodaphone WiFi mobile broadband which was a little slow, but nothing like BigPond! We have been with Telstra from day one and prior to that, with Telecom. What so we get from them - Zilch! Anything for loyalty - No! Regards Pam
Level 22: Superhuman

Re: Slow ADSL2+ connection, advice kindly requested.

@NChar,

 

I had a similar problem, years ago now.  I found second level support knew what I was talkiing about, and yes, I got told that if they sent out a tech, and it was a problem on MY equipment, then the cost would be mine, added to my next bill.

 

When the tech called me to say when he would arrive, he said he would just go and check the connection at the junction.

 

He did so, and found the problem and fixed it, then called me.

 

My guess is that if there was work done locally, and your issue started AFTER the work, any technician would just go and check the lines first.

 

BTW, I've always found the Telstra linesmen to be simply amazing.

 

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


Level 22: Superhuman

Re: Faulty T-Hub and very slow ADSL

@Pam, G'day and welcome to Crowd Support.

 

You got a run-around, certainly.

 

The T-hub always comes with at least one handset. Some of them came with 2 additional handsets.

 

You are probably aware the T-Hub 2 is out, and it's far better technology, although I still use my T-Hub 1 and handsets.

 

I hope a Telstra rep can come in here and see your post.  However, I assume you can actually get to the net, so you could connect with Live Chat and see if you can get a resolution/help.

 

 

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

@ Wanglese,

 

Thanks again. I'm going to monitor the connection and see if there is an improvement in the next 3-4 days. If nothing seems to have improved, I'll call Bigpond back again, and see if I can work out what they're looking at on their end.

 

Worst case, I'll contact Telstra and see if they can send out a tech. In truth, if there's nothing wrong I can just take the fee on the chin and deal with it. 

 

With luck, I can get this resolved. 

Level 17: Bureau Chief

Re: Slow ADSL2+ connection, advice kindly requested.


@NChar wrote:

Yeah, it doesn't seem great. I did the phone/line isolation test again, which revealed that there is little noise on the line at the moment (a very slight hissing, but no crackling). I also turned the modem off overnight, and checked the connection statistics again this morning.


You mention that you've isolated the phone/line. Have you isolated the modem and just had that connected by itself and checked the modem statistics?

 

My guess is, with the noise on the phone, that will be causing the issue most probably.

Ben_F
Community Alumni (Retired)

Re: Faulty T-Hub and very slow ADSL

Hi Pam, Can you please try using this LiveChat Link to speak to one of the Specialist teams within Telstra. If you aren't satisfied, the survey at the end will give you the option to go through to a higher level to make a complaint.

 

To quote one of the Managers, if you ask to escalate the issue (via LIveChat) a Manager will review and advise what they can do.

 

B.

----------------------------


New Users - Click Here!

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

@Juzman

 

In terms of the isolation test, there are two phone jacks/outlets in the house. One that has a filter/splitter and goes to the phone and modem, and the second that goes to foxtel (with filter). For the isolation test I used a landline phone, and checked for noise on the line by progressively removing foxtel and the modem, and checking both outlets (every combination of items on the line was checked).

 

I haven't checked the modem's statistics when it is the only thing present on the line. I'll check that in a little bit, and report if there are any changes.

 

As a sidenote, after replacing the filter/splitter about a week back (third time's the charm), the noise on the line has effectively stopped, aside from a very slight hissing.

Level 22: Superhuman

Re: Slow ADSL2+ connection, advice kindly requested.

I've had a filter actually die on me after about 3 years.

 

Most people don't realise filters can degrade over time.

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.


@Wanglese wrote:

I've had a filter actually die on me after about 3 years.

 

Most people don't realise filters can degrade over time.


Indeed. I tend to replace them about once every 18 months as a matter of course (just in case, and since they're not particularly expensive).

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.


@Wanglese wrote:

Also, your Signal to Noise ratio looks way to high IMHO. I'm down at 6.7


Just to check one thing Wanglese, before I give Telstra another call tomorrow. I've been reading up on the SN margin and what constitutes a good or bad SN margin. I'm a bit confused, as some sources have indicated a good SN margin is around 6-8 dB, others have indicated that a higher SN margin (>25 dB) is better.

 

I'm sure I've misread something, so I just wanted to check what an "acceptable" SN margin is.

 

Thanks for your previous replies,

NChar

 

Highlighted
Level 17: Bureau Chief

Re: Slow ADSL2+ connection, advice kindly requested.


@Wanglese wrote:

I've had a filter actually die on me after about 3 years.

 

Most people don't realise filters can degrade over time.


I'm glad I don't have to worry about this. I don't have a home phone, so modem -> socket. :-)

 

Only issue is the young fella seeing flashing lights on modem, so switches it off every now and then. Haha.

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.


@Juzman wrote:

@Wanglese wrote:

I've had a filter actually die on me after about 3 years.

 

Most people don't realise filters can degrade over time.


I'm glad I don't have to worry about this. I don't have a home phone, so modem -> socket. :-)

 

Only issue is the young fella seeing flashing lights on modem, so switches it off every now and then. Haha.


Ah, lucky. Having a landline is less and less necessary nowadays, but I still like having one, just in case. In case of what? No idea...

pam
Level 3: Gumshoe

Re: Faulty T-Hub and very slow ADSL

Hi all

i have just received a text to say that I have used "over 145% of my 256MB data limit".  Charges apply from 100%.  I cannot even use the stupid BigPond!!!!!  Today for example - opened and closed Firefox 3 times and it took 7 minutes, 10.45 am.  Tried Internet Explorer - 7 attempts to open. It opened with a blank screen and it went off at 10.47 am.  Tried G/Chrome

3 attempts. Facebok opened for 4 seconds - closed 10.58 am. etc etc etc.  I have been keeping diary notes since the first week in September and i am really over BigPond. They had better not charge charge me for EXTRA data...........

Please do not quote me technical jargon re this, as know very little about the workings of a computer.

pam
Level 3: Gumshoe

Re: Faulty T-Hub and very slow ADSL

I have T-Hub 2 and one handset (well, I did, but it has been returned for replacement.)   I was perfectly happy with my own handset and the Vodaphone mobile WIFI.  I have my iphone as a back up.  A man from the Phillipines phoned me re this problem and said he would ring back last Saturday to advise me I could expect a new one.  Still waiting.........

pam
Level 3: Gumshoe

Re: Faulty T-Hub and very slow ADSL

Thanks. I have been on the phone and filled out the complaint form on the internet.
Telstra (Retired)
Telstra (Retired)

Re: Slow ADSL2+ connection, advice kindly requested.

Hey Nchar,

 

As a rule of thumb, if you have one socket, with only a modem and no filters connected to it, the fault will most likely be in our network. 

 

Our techies usually know where to look for intermittent noise issues within the network, so we should be able to get this addressed.

 

I can take a look into your service and do some tests with your before sending a technician out if you would feel more comfortable with that.

 

Send me a PM if you would like me to assist you further.

 

 

 

 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

NChar
Level 3: Gumshoe

Re: Slow ADSL2+ connection, advice kindly requested.

Hi MichelleP,

 

Thanks for the reply. My house has two phone sockets (a bit hard to describe, so a very rough image is included below).

 

phoneline connection NChar.png

 

As I mentioned in a previous post, I've done a line isolation test with a landline phone, and checked both sockets, with and without the modem, foxtel and rating box present on the line (no significant/noticeable noise).

 

I'll send you a PM in a moment.

 

Cheers,

Nathan

NChar
Level 3: Gumshoe
Accepted Solution

Re: Slow ADSL2+ connection, advice kindly requested.

Update:

 

Spoke with Michelle from Telstra yesterday, and it appears that the issue was congestion at the local exchange a stability profile on my account. She was very helpful and explained that the issue would be looked into, and by this morning, my download rate has jumped from about 3Mbps to 13.98Mbps (back to what I was getting previously).

 

Thanks to all who replied and offered their advice, and thanks to Telstra for helping sort this out.

 

Cheers,

NChar

View solution in original post

Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Slow ADSL2+ connection, advice kindly requested.

NChar,

 

A colleague found that a stability profile had been affecting the speed on your service. This has been changed and as a result, the speed has increased.

 

So shout out goes to our Back of House support team for picking up on this and getting it fixed.

 

Glad to hear your service is working well again for you.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

View solution in original post

pam
Level 3: Gumshoe

Re: Faulty T-Hub and very slow ADSL

Tried that - waited on the phone for 6/7 minutes and quit. Phoned instead. Outcome - return the box again......
Gh0ztr3con
Level 1: Cadet

Re: Slow ADSL2+ connection, advice kindly requested.

i am on the same adsl2+ plan as you here in Roxburgh Park and we are plagued with poor download speeds of upto 400kbps max. I have the latest top qualitty netgear wireless router and modem both which are compatible with adsl2+, the same splitter as you and am on the fast setting for the configuration/ profile with interleaving off, ive tried normal and fast presets as i am a gamer and require the usual fast downloads and low ping, i am currently receiving over 400ms ping consistantly and it is getting to be unbarable, i am in the exact same situation as you and only live a maximum of 1.4 km to the exchange. Do you or anyone have any suggestions on how to fix this.

Level 22: Superhuman

Re: Slow ADSL2+ connection, advice kindly requested.

Not sure if this helps. Have a look here This was a discussion that helped out  a gamer.

 

I'm not sure you have the same issue or symptoms, but it won't hurt to look.

 

http://crowdsupport.telstra.com.au/t5/Home-Broadband/DNS-server-not-responding-Telstra-Technical-Sup...

 

Try the last half of this page:

http://www.thewindowsclub.com/fix-dns-server-not-responding-on-windows-7

 

Or look here:

http://answers.microsoft.com/en-us/windows/forum/windows_7-networking/dns-server-not-responding-rec....

 

wierd stuff.

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


Gh0ztr3con
Level 1: Cadet

Re: Slow ADSL2+ connection, advice kindly requested.

thank you for your help, unfortunately i have already tried this, i have tried everything including every single clickable option in my router and modem settings, ive tried isolation testing, line configuration profiles/stability profiles and even filters on every phone line in the house, unfortunately i have tried everything to no avail. the next step which i took today was phoning telstra for the hundredth time and asking them to seriously check the exchange/ports, i also cut to the chase and practically told them "don't give me the have you tried this crap," instead i let them know everything possible has been done with customer support, everything in my power has been done and even a couple technicians have taken a jab and still not a single difference has been made to my connection, il see how this goes, best thing i can do is harass them with constant requests and complaints until something is done, that's sad but it worked for a couple of my mates who were in the same situation, it seems to be the only way to get through their grueling customer support. It seems to be a massive congestion issue.

Telstra (Retired)
Telstra (Retired)

Re: Slow ADSL2+ connection, advice kindly requested.

Hi Gh0ztr3con,

 

I can understand that you are frustrated with the lack of resolution to your issues.

You should have a private message from me which has a link that you can use to securely provide your details to me.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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