Discuss-ed
Level 3: Gumshoe

Support for nbn problems

My nbn has failed it shows a very low download speed of .01mbps but upload is 18.6 mbps. I havecraised this with telstra buand after begging for support finally an nbn guys showed up tested every peice of hardware and cabling but fault persisted and he left saying it had to be a telstra config /software issue. After re raiding it with telstra they simply revert to reboot modem try thisvtry that but never escalating what should I do now? I think i would rather go to another supplier as telstra just wont address the issue. I have raised a case with the tio but in the meantime I just seem to have no avenue of getting a response from telstra.

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22 REPLIES 22
Level 24: Supreme Being
Level 24: Supreme Being

Re: Support for nbn problems

Which model modem do you have?

Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Current model is dja0230, but the nbn guy also left a newer model dja0231 which displays the identical problem. The nbn guy checked and replaced the nbn box, ran a cable from that box to the pit outside in the street to prove it was not internal wiring. I explained this to Telstra support on the phone at least six times, but the just want to repeat basic diags ie power box on /off etc.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Support for nbn problems

I assume you have FTTC NBN were the NBN box plugs into the phone line and the Telstra Modem's WAN port connects to the NBN box.

 

If this is the case it does sound like a Telstra network configuration problem. One thing you could try is to plug a laptop into the NBN box bypassing the Telstra modem.

Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Yep did that already same issue, but seeing as we replace every bit of hardware and wiring i am convinced it is a Telstra  config issue BUT they will not address it they just revert to reboot modem etc ..... very frustrating and also very dissapointing. Always been a Telstra  supporter but not anymore. Any suggestions welcome....

Level 24: Supreme Being
Level 24: Supreme Being

Re: Support for nbn problems

You have already raised a complaint with the TIO so I can't see any other option than to wait for TIO to resolve the problem.

Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Yes so that means 3 weeks to resolve a Telstra config issue, not acceptable. I will wait for an escalation managervto call then it gets binary, either fix issue or remove & discontinue account and go to iinet tpg etc. Had enough, telstra should advertise that faults take 3 to infinite weeks to fix.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Support for nbn problems

Telstra has up to three weeks to resolve the problem but might get fixed earlier

 

Did the Technician replace the unit in the street? It sounds more like a hardware problem than a configuration problem. If it was a config problem would expect the fault to effect speed in both directions.

Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

The nbn tech did not replace the unit in the street but said that they had connectivity to the mac address of the telstra modem but there was no mention of speed test to any specific device. What concerns me is I am sans network and Telstra who is the vendor will not take ownership of the issue. 

Support Team
Support Team

Re: Support for nbn problems

I'm sorry that the tech hasn't been able to have this resolved for you and would recommend having this raised as an official complaint allowing us to have a specialised case manager assigned for this to be resolved further. This can be completed via our secure form at 

 

https://tel.st/r5v6q

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Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Already done but no action from Telstra  sonfar , only 10 dayscso far.....


@DingoDan wrote:

I'm sorry that the tech hasn't been able to have this resolved for you and would recommend having this raised as an official complaint allowing us to have a specialised case manager assigned for this to be resolved further. This can be completed via our secure form at 

 

https://tel.st/r5v6q


 

Support Team
Support Team

Re: Support for nbn problems

Ok thank you. I apologise for the delay, what was your complaint reference number? I will use this to contact complaints and request a case manager be assigned to call you as soon as possible.

Thank you.
- Ryan

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Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

I have 2 plus a tio complaint is now in effect,

 

Sr1-2079390417251 

 

&

 

Sr1-2086147909511

 

The first was placed by telstra first level tech support for me and the second today by me today as I have heard nothing from telstra at all.

 

Btw I have now pulled the yellow plug from the nbn gateway and am working on gsm backup so do not know if this is an issue or has any bearing on the fault.

Support Team
Support Team

Re: Support for nbn problems

Ok thank you. I have contacted your case manager to call you as soon as possible. Please let me know when you hear back.
- Ryan

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Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Ok thankyou for your assistance,  I await a call.

 

 

Support Team
Support Team

Re: Support for nbn problems

Happy to help where we can, it could take 1-2 business days, if you haven't heard in this time please let us know & we'll get back onto them -Angela 

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Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Well thanks, but since I have been down since 10th June, and an nbn guy already attended and indicated a telstra issue i am unimpressed by the response from my supplier so far, and 1 to 2 days for me, frankly, sucks. In any other business I would have cancelled the service and walked not because of a fault but the response from telstra is indicative of a dont care,  its only one customer we have lots more.

 

So I thank you for any help but you can see how i feel.

Support Team
Support Team

Re: Support for nbn problems

I'm hearing you. If I could have someone call you right now, I would. Sadly it's not up to me & in this case I'm just the middle man. They may call in the next 30 minutes, that of course would be wonderful, but I can't promise that as I'm not in the same area & I don't know their movements or caseload. That is why I am obliged to quote a more realistic time frame. 

Please do let us know when you hear.

Angela 

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Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Ok, I understand, and I appreciate  that you and the others have tried to help. For what its worth it has made me feel someone in telstra  cares. But really it should not down to you guys to bail me out. 

Anyway again thanks and I will keep you posted.

Support Team
Support Team

Re: Support for nbn problems

I agree with what you're saying, at the end of the day, we're real people too & have experienced similar things ourselves with business's we personally deal with. (also I'm on ADSL 1 at home lol)

I'm glad we're here to help even if it's not always as much as we'd like to be able to, we may not have systems & tech access etc but we can be a wealth of knowledge that can help. 

Angela 

 

 

 

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kerryn20101
Level 4: Private Eye

Re: Support for nbn problems

Can i suggest something out of left field.

If you use the cloud to store photos, movies, music ect turn it off.

Also if you do regular backups to the cloud turn them off.

It seems logical to me that if you have a download speed of 18m then the line & hardware are most certainly fine.

The way the cloud handles these situations is to keep the content on the cloud synced to your computer. The way it may be doing this is to upload complete copies of your data to the cloud. 

If you have many gigabytes of data, it will take a long time and if it interrupts it may have to restart, so your poor computer is continuously uploading to the cloud.

Every time you go on the web you will be slowing this sync and adding to the upload data load.

With a download speed of 18m I would expect the upload speed to be ~4meg. 

 If you have several devices (phones, tablets, smart TV etc) and they are all syncing there goes all your upload bandwidth.

If you are running remote accounting or other business packages then they may be the culprit.

This also goes for anyone connected with Telstra Air on your modem, though you have no control over that.

 

Turn off the wifi at the modem.

Connect one computer with no cloud or application software on it and test the speed using speedtest. (if you can use a computer with Windows XP. It has no "extras" that upload to the microsoft, google or Facebook services unless you specifically install them. Windows 10 IOS, Android all upload data out of you control and regardless of your privacy settings.)

 

For instance, if you run "photos" on an android phone, the images are kept on a google server (their own cloud) and constantly being synced to your phone.

 

EDIT: spelling mistakeSmiley Sad

EDIT: just realized its your download speed that is your problem. The same thing may still apply. I hope you have a virus scanner (not the inbuilt microsoft offering, its not that good). If not go to Bitdefender or Kaspersky labs for their free one, though you probably need to do it at maccas or a library to get it downloaded. Make sure that you don't have one of the "proxy" malawares in your browser that promise faster speeds.

Nope not interested
Highlighted
Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

Thanks for the input, but since the system was running fine at 40 plus mbps until monday 10th June cannot see that the cloud is a problem plus I dont have that much data to upload and the download is the issue.

 

Still waiting for my case manager.......

Discuss-ed
Level 3: Gumshoe

Re: Support for nbn problems

So an update on Thusday I called telstra complaints again and after frank discussion later that day I got a case manager. 

He organised a nbn re check of the net for me and they said that all was well as far as theyv were concerned, so he arranged for a Telstra eng to arrived on Monday next 24th June. All good.

No change in internet status Friday.

So Here I am Saturday morning and suddenly it is all working again, absolutely no changes at my end no cable changes no ki changes but suddenly everything is back to normal. No notification by anyone I just found itvworking......wtf?

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