It is impossible to describe how poor Telstra support really is.....If you have a problem they have established systems that lead you around from robots to real people in India who try to solve your problem in Oz......as if!
You are also offered a way to solve things online which ultimately end up with the phone number that takes you back to India. In any event, the nice people in India admitted that they couldn't solve the problem so they made an appointment for a technician to visit in 3 days time......well he didn't show up so nothing is fixed.
This is NBN, F to the Node......so it probably will never be fixed by Telstra but likely by NBN.....anyhow I'm stumped....anybody know a number to contact about getting things fixed by real people?
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The guest networks should have different network keys to prevent guests from accessing your home network and gaining access to personal documents on your devices. For security people connected to the guest network only have access to the internet and can't see devices on your home network.
It looks like you have the Arcadyan version of the Gen 2 Smart modem. On the Technicolor version off the modem the Advanced > Broadband > DSL Link status is similar to image below.
There have been a few report of the Arcadyan modem connected to FTTN or ADSL achieving good speed result when first installed but after the first firmware update the drop outs are fixed but speed drops back. Is this the problem you have at first speed was good but now it is poor, or do you get intermittent periods of good speed followed by periods of low speed?
Brilliant isn't it?
You have a contractual agreement with Telstra under which they charge you for providing certain services and when they don't provide them they simply say "Not our problem, you need to contact NBNCo."
The fact that you have no contractual agreement with NBNCo just gets laughed off.
It's a huge rort and unfortunately typical of anything that Canberra gets its hand on.
Those stats definitely indicate the speed problem is with the NBN link or the modem and not Telstra's network. The maximum link speed depends on the physical properties of the link and the capabilities of the port you are connected to in the Node and the modem.
Judging by the attenuation of the link the maximum speed should be about 40 Mbps down and 15 up. It would be interesting to see if the line stats vary with time this would indicate a faulty termination that is causing an intermittent fault. The advanced > broadband > DSL diagnostics would also indicate if there might be a problem with the line.
No. That is a connection pit. The Node is normally a green cabinet (about 1.2m wide, 60cm deep, 1.2-1.5m tall).
Thanks Jupiter..........but we have no other connections on the phone line.
Appreciate your description of the node........I'll have look for it next time I take a walk.
If you scroll down on the diagnostics page there is s list of error stats that will indicate if there is a line fault. The speed has varied which is a good indication off a intermittent line fault. You were getting 30 Mbps before so I don't agree with @Jupiter that it is house wiring.
NBN co should send out a Technician to investigate as your link speed is well below there guaranteed minimum.
Thanks for all the feedback, I really appreciate all that you have suggested but I called 'faults' again and after a lot of testing they have decided that the modem is faulty and should be replaced.
A new modem is coming and hopefully should do the job. Makes sense cos things were going pretty well until recently which suggests something had deteriorated.
.....and so it goes
Not that this will help you at all...
My only complaint about Telstra is their ridiculous excuse for technical support call centers.
How they can get away with people who barely speak or understand English supporting an Australian core service is completely beyond me.
Your real problem is you have fiber to the node which is by far the worst version of NBN so if you want to be angry at anyone, be angry at Tony Abbot and his communications minister Malcolm Turncoat (Turnbull) as they are the people who broke Australia NBN.
When my local minister was trying to convince me to vote liberals i told him his party broke my internet and i will never forgive them and he couldn't come up with anything to say after that.
FTTN is not the worst type of NBN. People have Fixed radio NBN would be very happy to have a FTTN service and Fixed Radio was part of the NBN plan under labour.
I hope the new modem fixes your problem but it is more likely to a line fault. A line fault can also gradually develop over a period of time. At least Telstra has admitted there is a problem and if the modem doesn’t fix the speed issue will be able to convince NBN to send a Technician.
Seriously, things were going well here until this recent upset;(
We have had some warnings about Telstra making improvements during the night but nothing seemed to change. Then we hit a wall and things started to crawl.
I thought the overseas faults people were good and really happy to chat......there are a lot of opportunities while tests are in progress.
I'm envious of you FTTP install.......but i'm hopeful we will get back on track!
My complaint is related to the difficulty in getting the 'repair' process started.....there is nothing worse than that insulting, idiotic Robot lady at the start!
Not yet.....I will see how the new modem goes and then follow up about the condition of the line.
The biggest problem I encountered was cracking through a form of defensive barrier to talk to a real person in order to get a repair solution.
Well nothing yet.....but I guess I am being naive to expect the promised quick service!
..........playing with 'deadslow' NBN, landline not available & dropping out, no internet at all at times.
.....all this moves me towards other smaller & more efficient, to say nothing about cheaper, providers.