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Level 1: Cadet

Downgraded my broadband speed to standard without asking me

Hey Telstra, I'm out of contract on my adsl2 plus fast small bundle and you've downgraded me to standard speed, for the same price, without asking me? Wtf! My internet is useless for the last month. I cannot even send a 115kb email without it taking 1.5 hours. Your ruining my business and reputation. Pls explain why I am expected to pay for a useless connection? Pls explain why you changed from fast to standard without notifying me leaving me crippled with no internet.

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3 REPLIES 3
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Level 1: Cadet

Re: Downgraded my broadband speed to standard without asking me

And by the way, I am moving in a month so no, I cannot sign up to another plan. I need something that works for me now.
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Level 23: Superhero

Re: Downgraded my broadband speed to standard without asking me

Have you contacted tech support (133933) to run through troubleshooting to see what may be the cause of the slower than expected speeds?

As an ADSL connection I'd also suggest performing an isolation test prior to calling.
http://crowdsupport.telstra.com.au/t5/General-Internet-KB/How-to-perform-an-Isolation-Test/ta-p/5501...
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Downgraded my broadband speed to standard without asking me

Fast = Standard (20 down/1 up). There are no speed tiers on ADSL (with the exception of technology types E.g ADSL1 and ADSl2+), and definitely no speed 'boosts'

 

The name change was to bring everything in line with ACCC guidelines

 

as @Kalak has said, contact ADSL tech support so they can investigate the speed problem

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

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