Trent97
Level 1: Cadet

ADSL2 joke.

so i've been with telstra for about a year now, and might i add they have been nothing but absolutely useless. i live within a km of the telstra exchange and i've been promised 6-8mpbs download speeds since i signed up, i don't think i've ever hit more than 5. my internet on a daily basis is lucky to hit 1mbps download and under 1000 ping. pretty much unusable.

 

i can't even count how many times i've been through the useless call centres only to be promised a technician but never receiving one. apparently the issue in my area is congestion but i don't see how it can be that way for a year. i pay top dollar for my internet services and have unlimited package. i can pretty much not even use it most the time and if there's two people connected well you can forget about it. i just don't understand how they get away with it and they make it so hard to go through the right channels.

 

Every time i call them to complain and ask what is going on how has it not been fixed they go through the same bull**bleep** steps of doing line tests, lodging complains etc etc yet nothing is ever done. i just wonder if i take this to the internet ombudsman if i will get my money back as this service is beyond shocking. i'm looking to signup with tpg soon but i hear they're not much better. i can't deal with the atrocious internet speeds anymore i'm paying $100 a month for nothing practically. 

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8 REPLIES 8
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: ADSL2 joke.

Please post your modem stats so we can have a look and see whats going on:
On a Premium Home Network Gateway, T-Gateway, Gateway Max, or Gateway Max 2
(TG587, TG797, TG799, TG800):
http://10.0.0.138/ > Advanced > Broadband

On a Telstra Gateway
(Sagemcom F@st 5355):
http://10.0.0.138/ > Advanced > Gateway Settings > Device Info > General > xDSL (Bottom of Page)

On a Frontier Gateway or Smart Modem
(DJN2130 & DJA0230 😞
http://192.168.0.1/ > Advanced > Broadband

Default password is generally 'admin'
You're looking for line rates, power levels, attenuation etc

Are the tests being run over Ethernet or WiFi?
Are they being run during peak times (3PM-12AM)? Changing provider doest really do much when it comes to line distance
I work for Telstra, but my opinions are my own and not that of Telstras
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: ADSL2 joke.


@Trent97 wrote:

so i've been with telstra for about a year now, and might i add they have been nothing but absolutely useless. i live within a km of the telstra exchange and i've been promised 6-8mpbs download speeds since i signed up, i don't think i've ever hit more than 5. my internet on a daily basis is lucky to hit 1mbps download and under 1000 ping. pretty much unusable.

 


@Trent97 We need to see what @343GuiltySpark has requested (I need to copy that helpful info). But keep in mind, just because you live 1KM from the exchange doesn't mean the phone cable goes in a direct line. 

 

And changing providers won't help either. It will not alter your attenuation (dB).

Footnote: I dont work for Telstra, I just try to help out fellow Telstra customers.
Trent97
Level 1: Cadet

Re: ADSL2 joke.

Thank you for the quick response guys.
Modem is a Telstra gateway, was free with the internet package, seems to run ok. Although I was thinking about upgrading so I could tweak the setttings to maximise my pc for gaming if that would even help.
Tests are being run over wifi but close to the modem have run the tests on Ethernet and hardly any noticeable differences and yeah peak hour times as I work most the day and only use the wifi at night. It’s a bit faster on the weekends but only for a few hours in the morning then it can be worse. Can’t figure out how to post this screenshot but the modem figures are saying my maximum line rate is 1.18mbps upload and 14.46mbps download.
It is saying line rate is 1mbps upload and 13.85download which I’ve never got close to on my own speed tests before (laptop and phone tests) Telstra have also picked up several tests below 1mbps download. Might be because it’s 5:30am but I’m sure if I had time to run a speed test on my pc it would be much worse.
Db is 16.3upload and 29.5download
Output power is 12dbn and 21dbn let me know if you need anything else, and I’ll grab it after work. Thank you for the help.
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: ADSL2 joke.

With the line being capable of 14.46mbps and your tests being around the 5mbps mark on both WiFi and Ethernet. Does look like congestion. Can you run a speed test on speedtest.telstra.com, speedtest.net and fast.com all on Ethernet, with WiFi disabled.
I work for Telstra, but my opinions are my own and not that of Telstras
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ADSL2 joke.

If you know which DSLAM you're connected to you can check the backhaul relief spreadsheet found on the wholesale site: https://www.telstrawholesale.com.au/products/broadband/adsl-reports-plans.html
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
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: ADSL2 joke.


@Trent97 wrote:

Output power is 12dbn and 21dbn let me know if you need anything else, and I’ll grab it after work. Thank you for the help.

Can you also just post your Noise Margin Stats?

Footnote: I dont work for Telstra, I just try to help out fellow Telstra customers.
thedylan
Telstra (Retired)
Telstra (Retired)

Re: ADSL2 joke.

Hi @Trent97,

I've flagged this post so our Tech Support Team can have a look when they are in tomorrow.

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

Kenobi
Telstra (Retired)
Telstra (Retired)

Re: ADSL2 joke.

Hi Trent97,

 

You mentioned in your original post that the issue is congestion. Is this what the technical support team advised?  

 

If so, please be aware that Telstra is committed to upgrading ADSL exchanges and, as Yastiandrie has mentioned, if you know which DSLAM your connected to you can check the following web page as it has a list of DSLAMs with planned upgrades and it is updated regularly as the DSLAMs are added to the list or the work completed.  You may need  to contact our tech team (133 933) to find out which DSLAM you are connected to though.

adsl-reports-plans

 

If you find your DSLAM is congested with no estimated date for relief, you can lodge a complaint via any method in the below link. A case manager will be assigned to this issue unto you come to a resolution.

complaints 

 

 

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

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