CrowdSupport®
Level 2: Rookie

home fixed broadband speed

Please help.  I live on the fringe of Melbourne metro; there is no schedule for NBN to reach our suburb as far as I am aware.  Our home broadband is pitiful - 0.8 - 2.6 Mbps upload.  Its getting more erratic by the day which means the wireless is becoming a (not funny) joke.  Telstra recently informed me that our exchange only provides 3.2 Mbps and, because I live about 6 km from the exchange, I should be pleased to get more than 2 Mbps.  I am seriously hoping I was just unlucky enough to encounter an untarined Telstra service agent.  Surely in Australia in 2017 we do not have exchanges offering a max of 3.2 Mbps?  The situation is now so bad I am considering moving my home business offsite as it's becoming unworkable.  Please help!

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Level 2: Rookie

home fixed broadband speed

hello Telstra

Please help.  I live on the fringe of Melbourne metro; there is no schedule for NBN to reach our suburb as far as I am aware.  Our home broadband is pitiful - 0.8 - 2.6 Mbps upload.  Its getting more erratic by the day which means the wireless is becoming a (not funny) joke.  Telstra recently informed me that our exchange only provides 3.2 Mbps and, because I live about 6 km from the exchange, I should be pleased to get more than 2 Mbps.  I am seriously hoping I was just unlucky enough to encounter an untarined Telstra service agent.  Surely in Australia in 2017 we do not have exchanges offering a max of 3.2 Mbps?  The situation is now so bad I am considering moving my home business offsite as it's becoming unworkable.  Please help!

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Level 21: Augmented
Level 21: Augmented

Re: home fixed broadband speed

What area is your postcode?

Can you copy/paste your full modem stats?
Someone keeps putting vegetables in my beer crisper
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Level 21: Augmented

Re: home fixed broadband speed

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Level 24: Supreme Being
Level 24: Supreme Being

Re: home fixed broadband speed

Post your modem stats:

On a Telstra Gateway, you can find them via http://10.0.0.138/ or http://192.168.0.1/ > Advanced > Broadband or Advanced > Gateway Settings > Device Info > General > xDSL (At the bottom of the General page). You're looking for line rates, power levels, attenuation etc

default password is generally 'admin'

Are the tests being run over Ethernet or WiFi?

 

It could well be very possible that you can only get 3.2mbps, as DSL (Both ADSL and VDSL/NBN FTTN) speeds are largely dependant on copper distance from the DSLAM/Node

I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: home fixed broadband speed

postcode 3793 - ping 39; 1.5 Mbps download and 0.7 up. I've never seen anything like 3.2 Mbps. The Telstra customer service person told me that's what the exchange offers. But surely it can't be true?
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Level 2: Rookie

Re: home fixed broadband speed

thanks, but no service at my address. It's like 3793 is a blackspot in the world of telecommunications Smiley Sad
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Level 21: Augmented

Re: home fixed broadband speed

Unfortunately, ADSL technology is not Telstra's invention and Telstra cannot do anything about it's technical limitations... At 6km from the exchange, you could theoretically get better download speeds (I was getting close to 5mbps), but it heavily depends on the quality of the cooper... I'm sorry, but there is not much that can be done here...
DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
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Level 21: Augmented
Level 21: Augmented

Re: home fixed broadband speed


@carb wrote:
postcode 3793 - ping 39; 1.5 Mbps download and 0.7 up. I've never seen anything like 3.2 Mbps. The Telstra customer service person told me that's what the exchange offers. But surely it can't be true?

Need more like all this....

DSL Status: Up
DSL Uptime: 5days 8hours 58min 45sec
DSL Type: VDSL2
DSL Mode: Fast
Maximum Line rate: 19.21 Mbps  46.44 Mbps
Line Rate: 6.4 Mbps  28 Mbps
Data Transferred: 1253.49 MBytes  2858.23 MBytes
Output Power: 2.8 dBm  12 dBm
Line Attenuation: 5.8, 33.6, 53.3 dB  15.8, 43.2, 65.9 dB
Noise Margin: 18 dB  16.1 dB
 
Someone keeps putting vegetables in my beer crisper
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Telstra (Retired)
Telstra (Retired)

Re: home fixed broadband speed

When the consultant advised you that the exchange is only providing 3.2 Mbps, I suspect what they were talking about is the Maximum Line rate, like what Ozmoz shared in their last post. This is the speed that your modem is capable of when communicating with the exchange, not the speed being provided from the exchange. 

 

Cable length, Line Attenuation and Noise Margin also play a part in the stability and speed that your service can achieve - which can be significantly lower than the Maximum Line rate. 

 

 

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Level 2: Rookie

Re: home fixed broadband speed

is this what you need?   I can't see anything about maximum line rate?

 

Status
IPv4 connected
IPv6 disconnected
Uptime
13:09:02
Data Transfered
105.48 MB(Sent)
1.62 GB(Received)
2.4G Wi-Fi Status: On
2.4G Wi-Fi Link Speed: 26 Mbps
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Level 2: Rookie

Re: home fixed broadband speed

thanks! I feel like I am being charged for a plan that Telstra knows I can't access though. Thoughts?
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Level 2: Rookie

Re: home fixed broadband speed

hi, sorry for the delay. Finally found them

DSL Status Up
DSL Uptime 13hours 18min 35sec
DSL Type ADSL_2plus
DSL Mode Interleaved
Maximum Line rate 0.78 Mbps 3.74 Mbps
Line Rate 0.79 Mbps 3.1 Mbps
Data Transferred 106.5 MBytes 1667.58 MBytes
Output Power 12.2 dBm 19 dBm
Line Attenuation 32.3 dB 56.5 dB
Noise Margin 6.3 dB 6.4 dB
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Level 2: Rookie

Re: home fixed broadband speed

how should I interpret this data? How do I know if I am paying for an appropriate plan? ie not overpaying for data/speed Telstra cannot deliver me?
DSL Status Up
DSL Uptime 13hours 18min 35sec
DSL Type ADSL_2plus
DSL Mode Interleaved
Maximum Line rate 0.78 Mbps 3.74 Mbps
Line Rate 0.79 Mbps 3.1 Mbps
Data Transferred 106.5 MBytes 1667.58 MBytes
Output Power 12.2 dBm 19 dBm
Line Attenuation 32.3 dB 56.5 dB
Noise Margin 6.3 dB 6.4 dB
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Level 21: Augmented

Re: home fixed broadband speed

Hi @carb,

the data you provided say that your connection technically/physically support up to 3.74 Mbps down and 0.78 Mbps up. In reality you are getting 3.1 Mbps down and 0.79 Mbps up… Some of the other data say more about the quality of the wires going between your premises and exchange – I used to know all about this about 40 years ago when I was initially trained as a phone technician… To sum it up, it seems you don’t get anything better until NBN arrives… Sorry to say that, but that’s all we “crowd support” people can do. And actually, no one else can do much more about it – as I said previously, it is technological/physical limitation of the technology…

I personally used to be 6km from the exchange and was getting double of your speed, but the wires were relatively new... If you are in the area where the wires were laid eons ago, there is degradation etc...
Hopefully someone with recent tables for attenuation and margin can tell you more than me, but I am affraid, this is what ou are stuck with until NBN.

Cheers

FG
DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: home fixed broadband speed

Everything about those stats looks within spec for the distance to the DSLAM. 56.5 attenuation roughly equates to 4.1km cable length and the sync speed is on par with what you would expect at that distance.

Telstra's plans are data based, not speed, and you can't purchase speed boosts on ADSL
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 2: Rookie

Re: home fixed broadband speed

thanks Forensics Guru!! Great to have a knowledgeable perspective . . . .sadly we are not on the NBN radar yet either . . . . patience, sigh . . . . .
Thanks for taking the time to provide me with your analysis, Carb
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Level 21: Augmented
Level 21: Augmented

Re: home fixed broadband speed


@carb wrote:
how should I interpret this data? How do I know if I am paying for an appropriate plan? ie not overpaying for data/speed Telstra cannot deliver me?

Maximum Line rate 0.78 Mbps 3.74 Mbps
Line Attenuation 32.3 dB 56.5 dB
Noise Margin 6.3 dB 6.4 dB 

One of the websites I use for easy calculations is Fremnet 

 

Your actually not too bad even with the "Noise Margin". The lower that goes the more likely you would have drop-outs. So you line quality is pretty good for your long distance.

 

I did see the road map for your area has started on the NBN. Being outside that they might end up using wireless technology? 

 

I know ADSL is a pain. But still better than dialup that I had years ago (Even ran a BBS on it with a C64 and D9090 hard drives). If I ever move broadband will be in my top priority. I even saw the other day that you have to be careful with some of these new estates that have FTTH. A number of them are private, and your limited on who you can go with for the NBN. Many of them are dealing with speeds like you because of small ISP's not buying enough CVC. Telstra/Optus not having anything to do with these estates either.

Someone keeps putting vegetables in my beer crisper

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