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Loyal_but_Angry
Level 2: Rookie

Telstra amateur NBN specialists are not so special in my opinion

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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22 REPLIES 22
Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

I wouldn't personally expect speeds to get that low on a direct connection. When you're running speed tests are multiple speed testing sites giving simialr results, are upload speeds also reduced?
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Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

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,

 

10mbps downlad.jpg

 

Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

I dont think its congestion and I would not think it would be allowed to get so low. I think it may be more to do with an issue with the NBN NTD as your upload is fine its only the download. From my understanding this would be something the level 2 team would need to handle. If they aren't handleing it id get that complaint started to get it sorted.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

Well as I said previously, firstly what's really needed is an acknowledgement from the 'specialists' that there is an issue with my download speed during peak hours. Then for them to investigate thoroughly, search for the cause whatever it may be, and find a solution promptly. But I don't see that they are handling this matter as they should.

Unless NBN Co did something remotely (eg configure the settings), I'm a bit sceptic to agree that this is the box/NTD fault as I'm only getting this ridiculously slow download speed issue during evening peak hours (7-11pm). Other times I'm getting full download speed mostly above 90mbps.

If this is indeed congestion, then Telstra better buy/pay more of those CVC for my area and do it quickly. I can’t find justification to have to put up with this slow evening download speed where I am paying a lot for much better and reliable speed.

At the moment I’m still waiting for the supposedly level 2 NBN specialist to call me back.
Does anyone here know the direct line# for these people? Every time I call the generic# it always put me through to some level 1 supports who know nothing about my issue and always try to troubleshoot themselves by asking me to restart/factory reset my modem etc etc, which upsets me more.

Anyway thanks @343GuiltySpark for your opinion.
Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

No worries. If you dont mind, when the issue is resolved please post the outcome here as I would be interested to know.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

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.

Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

You can raise a complaint here I generally recommend raising a complaint here first. If the complaints team isn't able to resolved the issue. If you have not luck there, I generally recommend a CEO complaint. Then if it comes to it TIO is the next step. On a side note, although you were told its not congestion, have you been able to ask any friends, family or neighbors in your area who are also with Telstra? Just to see if they are having the same issue. The typical evening speed is what most people achieve on a certain tier, essentially an average it can be more or less depending the demand at the time. So some nights I've gotten 90mbps in my fttp at 1900 and other nights I've gotten 17mpbs at 1900
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

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)

speed test.JPG

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.

Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

I know its a degree of congestion but it doesn't bother me as that's how the NBN has been designed. CVC is expensive and ISP's can't afford to by enough so that everyone can have the full speed of there tier and all use it at the same time. New NBN wholesale prices are going to be including cvc bundled in with the Tier, from memory 2.5mbps for the 100/40 tier, Overall the NBN experience is getting better and will continue to get better as it matures.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

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.

Telstra network capacity.JPG

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.

Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

Hopefully things are sorted and I would be interested in knowing the outcome. Out of curiosity,

1: Have you looked at network traffic on your computer to see if anything is happening in the background while this is happening?
2: And when you said your using the connection for work are you using any sort of VPN?
3: If you plugged your modem into the NTD, computer turned off and only a phone or tablet connected to the 5GHZ wifi, do you get any different results.
4: Were you given and SR 1- number for you complaint or any reference numbers for the escalations raised (I'd advise waiting until the issue is resolved before asking about a credit, it makes it easier to calculate the credit based on the time affected. Billing or complaints should be able to assist with that)


P.S. May have asked these questions before, I apologize in advance if I have.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Telstra (Retired)
Telstra (Retired)

Re: Telstra amateur NBN specialists are not so special in my opinion

@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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really-me
Level 6: Bloodhound

Re: Telstra amateur NBN specialists are not so special in my opinion

This duplication of diagnostic efforts, inconclusive findings and no resolution mirrors my experience.
Since Oct4, 2017, approximately 246-26 hours of support calls, 2 complaints, several level 2 support sessions, bunches of rebates, absolute inability to acknowledge details from prior calls, and then mis-labelling "speed issues" as modem problems and shipping a new modem etc.

Most Telstra support I received was, in my opinion after 30 years experience in IT operations, just to waste subscriber time, and get the ticket closed as fast as possible so the closure statics looked good and someone got a bonus.
But effective - nah, not in a dogs breakfast.

You have my sympathies.
I recommend raising an issue with the TIO (google) then if not improvement, google the "office of the CEO at Telstra", and quote your Telstra support number.
Our issue was resolved within 24 hours
really-me
Level 6: Bloodhound

Re: Telstra amateur NBN specialists are not so special in my opinion

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

really-me
Level 6: Bloodhound

Re: Telstra amateur NBN specialists are not so special in my opinion

Typo - should be 24-26 hours
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

Soooo the saga continues..

After my last update, I have been getting cold calls everyday from these level 1 NBN specialists (NOT the level 2 as promised). Every calls were the same format, went like this:

Specialist: "Hello, Im calling to check that you have been having speed issue with your connection"
ME: "Yes"
Specialist: "Has it been fixed?"
ME: "How should I know? You the Telstra specialist need to tell me. not the other way around."
Specialist: "Oh I just did a speed test from my end and your connection is stable"
ME: "Did you fully read the notes on the ticket before contacting me?"
Specialist: "Err..Yes, you reported a slow speed on your internet connection which seems fixed now"
ME: "If you actually read the notes, it states 'very slow download speed during peak hours'"
Specialist: "Yes, and now it looks okay because I just did the test"
ME: "Are you familiar with NBN peak hours time between 7pm - 11pm?"
Specialist: "Err, Yes sir"
ME: "Then why on earth you did a test @ 3pm? If you want to see the issue, do it @ 9pm"
Specialist: "Okay I will check again and try fix the issue. I will try to do some troubleshooting now..."
ME: "Err....NO you wont, coz you wont be able to fix the issue, it has been identified as congestion"
ME: "Again if you read the notes it states level 2 will provide more updates regarding this"
ME: "And if you also want to know, go talk to level 2 and call me again when it has been fixed"

You can imagine my frustrations....oohh the ignorance of these people, I understand they want to help but please do it properly, dont agitate me more with these 'dumb' questions and actions.....

Regarding your questions, which are fair - not dumb Smiley Happy:
1: I have, nothing in background
2: No VPN
3: Same results, even tried with different computers and methods
4: Have tried raising a complaint on 3rd May, but instead given another 'INC-".
And to note, this new "INC-" was raised by the complaint dept's supervisor even after I stated complaints case# should be "SR1-", he assured me I will have a case manager to sort all the problems? - go figure, I was being lied to by Telstra complaint dept. personnel.

Will elaborate more of the experience tomorrow, I got a lot more story to tell you guys
Level 23: Superhero
Level 23: Superhero

Re: Telstra amateur NBN specialists are not so special in my opinion

SR are for Telstra, INC is when an issue is raised externally, in your case this will most likely be to NBN co.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
mazzda
Level 5: Eagle Eye

Re: Telstra amateur NBN specialists are not so special in my opinion

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.

Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

@Shellock, do you think you can elaborate more how Telstra identified an emerging trend of congestion? In my case it sounds like it will only get identified if reported repeatedly by users.
As mentioned in my previous posts, on 25th April spoke to level 2 who confirmed my area was NOT in congestion list so the team will find out more and advised I should get an update in 24-48 hrs.
48 hrs went on without calls, so I managed to get a hold of level 2 again on 28th April, a different consultant who advised me that my area was just listed as CONGESTED as per 27th April. She also found out from my file that apparently my first ticket which was raised on 4th April (which was then already escalated to NBN Co) has information from NBN Co that my line was congested, but somehow was not being followed up by Telstra.
I finally managed to raise a formal complaint to Telstra on 11th May, until now still waiting to get a call from a case manager.
Instead I have been getting multiple calls from low level specialists during the day trying to do a test and troubleshoot my Telstra modem/router…… Smiley Frustrated
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

@really-me, Ditto and Kudos to you. Thanks for the support and info, I will try that soon. At the moment I’m trying to give Telstra a chance to rectify all these, as I only managed to raise a formal complaint last Friday 11th May. Will see, hopefully there will be an improvement this week.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

@GuiltySpark, unfortunately this ‘INC’ that was raised by the complaint dept supervisor was not the external type to NBN Co. I know for sure as I enquired the same to Telstra consultant when I finally managed to raise a formal complaint recently. Not to mention the cold calls I got from low level specialists regarding this new ‘INC’ number.
And I specifically mentioned on my 3rd May call to them that I wanted to raise a complaint not another incident, but instead I got another incident# and being lied to regarding “a case manager will contact you’ as there is no way Telstra will assign a case manager on an incident.
Loyal_but_Angry
Level 2: Rookie

Re: Telstra amateur NBN specialists are not so special in my opinion

@mazzda, thanks for the info. As my above posts, I’m still waiting for a call from a case manager. Will try @Really-me’s and your suggestion if I’m not getting any call back soon.
I am also preparing new life without Telstra at the moment, switching provider might be the best for me if Telstra can’t find any ways to fix my congestion issue

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