Thought I need to share this with the crowd.
I just started working after hours from home a month ago and noticed a slowness in my evening time download speed. I reported to Telstra and after Level 1 troubleshooting of restarting modem etc etc, it got escalated to the NBN specialists team. First escalation got closed with a reason I could not be contacted (come one people, 1 missed call does not mean I cannot be contacted ever). They should try to call again and leave a message if needed rather than just closing the ticket. Second ticket raised again with Level 1 support, after usual preliminary test it then got escalated again to NBN specialist team.
Spoke to multiple of these so-called NBN specialists regarding my drastically reduced NBN download speed during evening peak hours. They only did speed test from their end during daytime just before the called me back, and always advised that I have no issues with the line as they could see from their test i was getting full speed as expected. I told them "Why not try reading the notes of my actual concern before troubleshooting?" As my issue only happens in the evening, doing tests during the day shows how ignorant they are.
Finally got another 'specialist' doing 24 hrs speed test and not surprised when I got a call back from another specialist with the same 'no issues with your connection speed' speech, only this time with additional statement that "during peak hours, a slower speed is expected as many people try to access the internet". I asked him to provide me the speed test result of my peak hours evening speed but oddly enough he could not get the info.
I told the specialist that I am on FTTP with 100mbps speed boost (premium evening speed) and connecting my only desktop straight from NBN box via Lan Cable. According to Tesltra speed tier information I should be getting 80mbps typical speed but instead only getting 10-15mbps in most of the peak hours. I probably wont even concern if I at least continuously getting 60-70mbps during these peak hours (and that's me being generous), but under 15mbps is a joke and unacceptable. I dared him to tell me that getting under 15mbps during peak hours with my current setup is normal and 'expected', but he couldn't, and instead he escalated the ticket to level 2 specialist. Hah..nuff said, not really special, and currently still waiting for the call after 4 days since that last conversation with the level 1 'specialist'. Hope the the next NBN 'specialist' of level 2 will call me soon otherwise it will be complaints all over to Andy's office. To note this wont be my first time of complaining to Telstra regarding their service.
PS: Can any consultant here advise if getting under 15mbps evening download speed with FTTP setup, max speed boost and a desktop connected via lan cable to NBN box is normal and expected?
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I wouldn't either, hence my frustration at the lack of acknowledgement from the specialists that indeed there is something wrong with it, then try to find the cause, be it congestion or whatever else, and act on how to remedy or find the solution. There is a chance I might have already been getting this issue since years ago but went unnoticed, as only just recently during peak after-hours i need extra speed due to work requirement, and realised I'm getting very low speed during peak hours.
I'm in Melbourne and yes have speed tested different Melbourne and Sydney sites (telstra, optus, internode etc) with similar result, have also tested using different tools (telstra speedtest, ookla & mytest.net). Upload speeds never reduced, be it during peak or non-peak hours, always getting between 25-35mbps which is the expected result.
See example of last night's result below,
Thought to give some updates
Although no resolution yet, the whole escalation process of incidents/tickets leaves nothing to be desired. That Wednesday night I actually called Telstra to complain via 13 22 00 then "complaints', instead of raising a complaint, the consultant put me through the level 2 specialist team (which I have been waiting to get a call back from), so I went along with it. The whole call lasted to almost 2 hours.
To my surprise the level 2 specialist somehow think the issue could be with modem and wireless connection (OMG really????). I almost lost it but managed to calmly explained that I have been testing speeds on direct connection to NBN box via LAN/Ethernet cable in which I have mentioned countless time to other consultants who have been taking my calls regarding this issue.
To top it off, the level 2 specialist also did not know that I'm only experiencing this issue during evening peak periods, in which I had to slowly explained again for him to fully understand my issue completely. He then said based on the information I have given, this could be a congestion issue in my area. So I challenged him if this is indeed a congestion issue, why have Telstra not done anything? Info on Telstra website mentioned that they are continuously monitoring areas to prevent congestion by increasing network capacity so customers will get the speed they paid for. I told him to double check and find out when Telstra is going to increase the network capacity to my area. He came back stating my area IS NOT affected by congestion.
He then raised an escalation ticket to NBN Co (which NBN Co has 24 hrs to reply) then advised that his team will contact me soon to update any results regardless.
It has been more than 48 hours now, still no calls from the level 2 specialist team.
I could see something was done remotely by NBN Co as I lost NBN connection for a short period on Thursday arvo and when I was doing speed tests that night I noticed the IP address was changed. Unfortunately the issue still persists, and I'm just too tired to have to call Telstra consultants explaining everything again from the beginning.
@343GuiltySpark, should I raise a complain straight to Andy's office without having the SR1- number? Or his office only deals with complaint escalations?
Mind you my issue have been going on for more than a month since I noticed it, and due to this download speed issue my ability to work from home has been greatly reduced hence reducing my work performance. I think I will also need to ask compensation from Telstra regarding this as apparently the evening speed advertised is not achievable continuosly.
In your case you might want to get that check out as your line might be affected by congestion. Do as I did, a daily continuous speed test at least every 10 mins between 7pm-11pm, I used "testmy.net" as they have a browser based automated tool that you can set and forget, and get the results at the end of the test period. I'm not trying to be smart, but I am an IT professional and I know for a fact that if you are supposedly getting 80mbps but only getting 20% of that even just for few hours, something is definitely off and worth a further investigation.
In my case I have always suspected congestion, as my daily tests revealed my download speed starts to drop around 7.15pm and pick up again around 10.45pm (see below)
But who am I to argue with these so-called level 2 specialists who has double checked and assured me that, according to Telstra congestion list, my line IS NOT congested. To note, this specialists team was supposed to call me back with an update within 24 hrs but even after more than 48 hrs they didn't.
Sooooo....as I had spare time this Saturday morning, I picked up the phone again to 13 22 00 and "complaints". Told the consultant I demand an update for my case otherwise will need to raise a complaint. Got put through to the level 2 specialist team and spoke to a different team member, and whaddya know....I got a totally different information regarding my issue.
Apparently after their own test on Thursday, NBN Co rejected the escalation due to......wait for it.....CONGESTED LINE just as I suspected in the beginning. And not one single member of specialists bothered to update me with this info as promised. To make matters worse this specialist I was speaking to found out that my first ticket from a month ago (in which I was informed by one of Telstra consultant that it was closed due to no response from me, so he needed to raise a second ticket), was still open and has a same note that NBN Co rejected escalation due to congested line. WHAT GIVES????? This means that since a month ago this team of level 2 specialists already had the information needed to actually put my line under congestion list (so Telstra can start purchasing more CVC from NBN Co from a month ago), but instead due to their incompetence I had to endure a massive grief of the whole escalations process again and been waiting for more than a month just to finally get confirmation for the cause of my issue.
Hence my opinion stands, these so-called NBN specialists from overseas are mostly amateurs and still need a lot more training and coaching in how they approach and handle a reported incident.
PS: Issue still not resolved, apparently as they have only put my line on the congested list recently, it will take time for Telstra to purchase more CVC/bandwidth from NBN Co. The specialist could not give time frame and I will need to wait more. Although the specialist promised this time I will get updates more often from the team I seriously doubt it will happen. At least now I know what caused my issue and Telstra actually doing something about it, so I am content @ the moment and while waiting for the result, I will speak to billing team for a compensation of my grief (past, present and future) until the issue is completely resolved.
I understand your point of view, I'm not expecting a full speed during these peak hours period but a reliable, reasonable and continuous speed. As mentioned I would not raise concerns if I'm getting around 60mbps out of the typical 80mbps advertised. That's already 25% speed reduction I'm willing to put up with, but in real life I'm getting 75% speed reduction instead. That is a massive difference and as a customer I feel mislead not just by this issue, but also by Telstra statement to customers that they are continuously monitoring traffic congestion where they actually don't (see below from Telstra website), and instead relying on customer's issue, feedback and complaints before taking action.
I do agree with you that CVC might be expensive, but even a smaller ISP (Aussie Broadband) can purchase enough bandwidth for their customers to maintain their promised peak hour speed (I know this from a fact that a neighbour of mine on the same street have been using their 100mbps tier for a while and never experienced peak hour issue). And their pricing is not different from what I am currently paying Telstra for the same tier.
So I will have to wait and see if Telstra can actually deliver and resolve my peak hours issue as promised, and if they can I prefer to stay loyal to Telstra. Otherwise my 10+ years of loyalty will cease as I will grab the chance of getting a much better NBN experience with other ISP - now, rather than waiting for it to matures slowly with Telstra.
@Loyal_but_Angry - I'm sorry to hear about the ongoing difficulties that you have been experiencing. We do have a team that monitor congestion and organise for additional bandwidth once a trend emerges. If you have lodged a complaint regarding this, your case manager may be able to see if there is any information available for your area.
Please let us know how you go.
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With all due respect - I was told this response twice - but nothing definitive was said, no change in speeds.
We have since upgraded from NBN to ADSL.
We now get 3-5 times the peak period speeds that 6 months of NBN support could not / would not resolve.
Now, 2 people wan watch separate Netflix stream - rather than no one being able to watch any Netflix at our houshold
Yes I have had the same experience, level 2 technical specialists are a joke. Trying to do anything over the phone with these people is excruciating for all the reasons you mention. File a written complaint with the Melbourne office by mail and they will at least read it however you will get someone from from the Philippines responding and you are back in the call centre circus but the complaints manager who you will speak with has to resolve the matter. Then if no joy as they say at Tesltra .....escalate.
Ps: Ask for things in writing.