Juzzz
Level 2: Rookie

Telstra NBN not worth the money go elsewhere!

I was contcated by your sales team to upgrade to your FTTN NBN network. They asked if i had speed issues at currecnt and that NBN would solve them all and i can do multiple things in the house like browse the net, Play an Online PC Game  and use Telstra TV at the same time.

 

Between 6pm and 11pm i only get between 3mb and 7mb down, On ADSL2+ i had a constant 12mb down minimum at all times. (I wont even start with the horrid ping at these times) 

 

I have also paid you extra for the 100mb speed boost, Off peak my speeds are great at around 92mb down (So please dont tell me its my phone line or my modem like you always do) (Its obviously exchange congestion due to over selling and no investment in upgrade)

 

http://www.speedtest.net/my-result/5633368665

 

I cant even stream Telstra TV on the above speed properly let alone multi traks like you promised. Your sales team also told me NBN promises a minimum of 25mb down at all times.

 

So if i get only get 12% of the 25mb i was promise does that mean i should only pay you 12% of the access fee?

 

I lodged an online complaint for this a few weeks ago and some person called me and said basically hi i got your complaint and a team of engineers are working on it and will fix it by the 12/9/16 so im closing the case. I asked him to leave it open until im happy with the outcome. He said no the engineers will fix it so its closed. (Stop trying to mask your issues and BS your complaint resolutions figures)

 

Have now lodged my second in line with Ombudsman request but have zero faith you have or will do anything about this.

 

I am posting this to raise awareness to other who are thinking of upgrading, Chat to your neighbours who have before you do.

 

 

Not happy at all.....

 

Kellyville NSW is where this is happening btw.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
16 REPLIES 16
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra NBN not worth the money go elsewhere!

That's one of the great fallacies about the NBN network at the moment. It still slows down a lot once everyone gets home and starts Streaming and Downloading. It sounds like Telstra need to buy more capacity from the NBN. I bleieve their latest round of improvements in this regards go into effect on the 19th September.  Fingers crossed that your area is one of them.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra NBN not worth the money go elsewhere!

I can't see CVC upgrades on the 19th (That doesn't necessarily mean they're aren't though). There's a fair few slated for the 27th but Kellyville wasn't on that list

I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

Atleast the ping is good tonight but downloads still in the 3's (Simplly horrible net), Will keep this up to date with any updates info i get or dont get.

 

http://www.speedtest.net/my-result/5641230832

 

 

Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

Formal online complaint lodged 15th Sep and its now 21st Sep and have had no contact from Telstra. Great service guys

DingoDan
Telstra (Retired)
Telstra (Retired)

Re: Telstra NBN not worth the money go elsewhere!

Hey Juzzz,

 

I am sorry that there has been a delay in this escalation having been assigned and followed through on as yet Smiley Sad Have you been provide an SR 1-xxxxxxxxxxx reference number at all for this escalation that has been made? If you were to have this confirmed, then I would be able to request contact from your case manager to be completed asap for you? 

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

Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

SR 1-919347144450

DingoDan
Telstra (Retired)
Telstra (Retired)

Re: Telstra NBN not worth the money go elsewhere!

Thanks for having that confirmed with me Smiley Happy I have requested a contact from your case manager to have this followed up on further for you. I don't have access schedules to confirm when this will be completed, but should be done as soon as this email request is received.  

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

Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

Thanks for trying but still nobody called today, at least its not just customers that Telstra provides poor service too and it seems to be internal staff receiving poor service also.

 

Thanks for trying though

MickeyCee
Community Manager Community Manager
Community Manager

Re: Telstra NBN not worth the money go elsewhere!

Hi @Juzzz,

I do apologise for the delay in the call back, but as we do not have access to the Case Manager's roster from this role. We are unable to confirm as to when this call back will be given that we have notified them less than 24 hours ago, but please rest assured that it will be as soon as they are available to initiate this.

Please do keep us posted when they've made contact with you

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || 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

Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

Yes 24 hours was wishful thinking i agree how silly of me. Has now been 120 hours since your escalation and coming up towards 2 weeks since my original complaint have a waited long enough now?

IvanS
Support Team
Support Team

Re: Telstra NBN not worth the money go elsewhere!

Hi Juzzz,

 

Disappointing to hear that you are yet to receive contact. 

I have requested follow up again for you, and the Complaint Case Manager's supervisor is included in the contact in case they are not available. 

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

Andrew_J_QLD
Level 3: Gumshoe

Re: Telstra NBN not worth the money go elsewhere!

Think that your being taken advantage of? You are
It's Telstra. We're happy to take you money and not offer you service. I've been waiting a month for a refund but they keep telling me that they gave me service - linked to someone else's email not mine.
Very disappointing
Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

NBN Magic Right Here

 

http://www.speedtest.net/my-result/5663497343

 

Just sat down for a nice few rounds of Rainbow 6 Siege after a long day at work, The kids turn netflix on and book kicked from game due to slow internet connection. Is this the multitasking i was promised i could do with NBN? 

 

 

PS. Still no contact

Renee
Support Team
Support Team

Re: Telstra NBN not worth the money go elsewhere!

Hi Juzzz,

 

I understand my colleague has requested you are contacted as soon as possible, if you could please let us know if you do not receive a call back in the next 24hrs. We'll escalate it further.

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

Juzzz
Level 2: Rookie

Re: Telstra NBN not worth the money go elsewhere!

3 Telstra staff with promised 24hr contact escalations and still no call. Lets just call it what it is and go our seperate ways? You used to love me as a customer and things just changed, it must be me? what have i done to deserve this?. You said you would never change but you did and i dont even know who you are anymore!

 

But on a serious not i have given you ample opportunity to resolve this as per ombudsman request so i will be asking to officially file the complaint/resolution request.

 

Cheers

Big_Dan
Telstra (Retired)
Telstra (Retired)

Re: Telstra NBN not worth the money go elsewhere!

Sorry to learn it has come to that Juzzz, thanks for reaching out to the community for help; please keep us updated.

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

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