CrowdSupport®
Highlighted
Rau
Level 2: Rookie

Your Service has been Slowed

Answered

I recently hit the usage cap on a bigpond cable service, many days prior to the end of the billing cycle.   The service speed was slowed to 256kbps.    I chose to upgrade the plan, which became effective at mid-night.

 

However - the service remains slowed (several hours after the upgrade was effective).     [The Usage Meter states that the service is "slowed", and speed tests confim it.

 

Why is the service still slowed?    How do I get it the service speed restored to normal?   [Depowering / repowering the cable modem did not help.    Customer Service were unable to resolve the problem, and propose to "send a technician - in 4 days time!.....]

1 ACCEPTED SOLUTION

Accepted Solutions
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Your Service has been Slowed

Hi Rau,

Thanks for the update, great to hear this has been resolved for you Smiley Happy

We have had some customers experiencing this when upgrading to a higher plan and our IT team is investigating this for those that are still being shaped due to a change of plan.

What should be happening in this case is the service will be upgraded by midnight that night providing you request this before 6pm the same day and your speed will go back to normal speed for the remainder of the billing period.

Apologies for the run around but good to hear its all sorted!

 





 

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

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
4 REPLIES 4
Telstra (Retired)
Telstra (Retired)

Re: Your Service has been Slowed

Hi Rau,

Thanks for your post.

How did you upgrade the plan? was this done online, via Live chat or over the phone? 

Thanks

 

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

Rau
Level 2: Rookie

Re: Your Service has been Slowed

The problem has been resolved, but needed 2 calls to Customer Support.

I upgraded the Plan online via My Account, late one evening. The site indicated that it would become effective from midnight, and that indeed was the case - except that the info online continued to state that "Your Service has been slowed". I confirmed the fact of that with speed tests.

Several hours later, I called Customer Support to advise my situation online. The CSR examined the situation, noted the plan upgrade was done, and that I was again within the cap. She then made a booking for a Service Technician. I suggested that that was probably not necessary, but she felt it was.

Thinking about this a few hours later, ( in particular the fact that the earliest available slot for a technician was 4 days later!) I decided to call Customer Support again and advise that a 4-day (minimum) resolution time was unacceptable. This CSR advised that the plan change would not really be in effect until the end of the billing cycle (several days away), meaning that the service would remain "slowed" till then, but that she could manually fix the problem by granting me a further usage allowance till the end of the month. She involved a billing specialist, had me power down and up my modem, and the problem was resolved.

Things to note:
1). Both CSRs were very polite and attentive, but one knew how to fix the problem and the other did not;
2). I still don't know whether the online plan upgrade I did should have unshaped my service (hence restoring normal speed) prior to the end of the billing period. I could not find this explicitly documented anywhere. It should be stated on the upgrade plan screens, so the user knows whether or not such action will resolve a "slowed" service immediately, or not.
3). After the Plan Upgrade I did online, the Usage Meter for the internet service shows usage as within the cap, yet notes the service is "slowed". Is that a true state of affairs? Is it a 'valid' state of affairs?
4). Telstra has ample opportunity to save money in Customer Service.
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Your Service has been Slowed

Hi Rau,

Thanks for the update, great to hear this has been resolved for you Smiley Happy

We have had some customers experiencing this when upgrading to a higher plan and our IT team is investigating this for those that are still being shaped due to a change of plan.

What should be happening in this case is the service will be upgraded by midnight that night providing you request this before 6pm the same day and your speed will go back to normal speed for the remainder of the billing period.

Apologies for the run around but good to hear its all sorted!

 





 

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

Rau
Level 2: Rookie

Re: Your Service has been Slowed

Ok, thanks for the info. Note that I initiated the upgrade well after 6pm, but before midnight. But come midnight, the upgrade appeared to have occurred (except for the fact that the speed remained slowed).

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit
Find out more about the Telstra 24x7 App and direct debit ×

Avoid queueing up and never worry about late fees againSet up direct debit
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Find out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now