Highlighted
Level 2: Rookie

fixing NBN speed

I have new NBN, speed is between 6 to 20MBS download speed. NBN guy checked it out as said new house wiring is fine, problem is that node to too far from my copper connection. When I phoned Telstra I was just told same, but would take unknown time to have extra node located. Telstra said to expect 24MBS when they sold me their package, depending on load, but I have NEVER got anywhere near that. All Tesltra told me was to wait for closer node, but as extra customers connect, the slower it will get. Is there an independent ombudsman or complaints line, as Telstra has simply sold me a product that is misleading and not possible for them to deliver. If I was private enterprise I would get either a substantial discount or have problem remedied as this is misleading going onto fraudulent sales tactics and Tesltra would be sued/fined by the ACCC for misleading and false advertising.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
11 REPLIES 11
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

As more customers connect the speed will not get slower.  The speed only gets slower if the slow speed is due to congestion. If slow speed is due to distance from node it will not decrease as more customers connect. In fact there might be a increase in speed once all customers have connected to NBN and there is nolonger any inteference from ADSL.

 

Telstra and other ISPs have no control over the NBN infrustracture and can't force NBN co to install another node closer to your premisses. If Telstra promisdd you a certain speed and you are not getting that speed you can cancel your contract and go to another provider but you will still get the same speed.

Highlighted
Level 2: Rookie

Re: fixing NBN speed

Typical reply, go elsewhere and get no better.  But you are absolutely correct, as more customers connect the speed will decrease. You diverted the question, distance from the node is absolutely the problem, even though I will get slower speed as more connect, it is still node distance that is the core root problem.  Will Telstra discontinue its false and misleading advertising, have NBN co to remedy, or will Telstra step up and have more nodes installed or just kick this can down the path. Your misrepresentations must be either remedied or revoked.

Highlighted
Level 2: Rookie

Re: fixing NBN speed

I never accepted solution from your 

Level 24: Supreme Being,
 
 Please leave comment open and unresolved
 
 
 
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

AS more customers connect the speed will not decrease. Speed only decreases as more customers are connected when customers share the same physical link as in the case of fixed radio or if there is network congestion in Telstra network or the link from the node to the server. With FTTN each customer has there own copper pair and the speed of the link between the node and the modem will remain the same irrespective of how many customers are connected to the node.

 

If Telstra owned the infrastructure they could build more nodes but the NBN infrastructure is not owned by Telstra. This is what happens when one company NBN Co owns the infrastructure and other companies sell an internet service that operates over this infrastructure. If any one is to blame it is the Rudd government who created this model of a government company owning the infrastructure and having other companies then selling internet services on this infrastructure.

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

My apologies I must have accidentally tapped on the accepted link 

Highlighted
Level 2: Rookie

Re: fixing NBN speed

to blame as per your quote 

 

If any one is to blame it is the Rudd government who created this model of a government company.

 

That is kicking the can down the roar. You are selling a product that is neither fit for purpose and/or misrepresenting your ability to meet your sales claims.

 

No OTHER company would ever blame their supplier for their inability to meet their product quality or sales claims.

 

 

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

I don't work for Telstra. What I post here are my own opinions.

 

Telstra can't force NBN to install more Nodes so I don't know what you expect them to do, apart from offering you the option of cancelling your contract. If you read the key fact sheet you would be aware that Telstra can't guarantee your speed.

 

https://www.telstra.com.au/content/dam/tcom/personal/help/pdf/cis-personal/nbn-key-facts/key-fact-sh...

 

"Your nbn service can never go faster than the maximum line
speed available at your home. We’ll run speed tests to
confirm your maximum line speed when your service is
working and tell you if a higher speed tier will benefit you.
If your line isn’t capable of supporting the speed tier you’re
on, we’ll send you an email with your speed results and
options, including:
• switch to a lower-priced plan without charge; or
• cancel your plan without charge."

Highlighted
Level 2: Rookie

Re: fixing NBN speed

For crowd support sorry I assumed you worked for Telstra as you’re answering was firstly related to Telstra and NBN related issues, if you’re not related to either companies then your specialist response as an independent co-crowd sopping is suspicious to say the least. Anyway Telstra Crowd Support is biased and not actually a crowd, but a Telstra vehicle to suck people into thinking this an open and clean public forum. Next question is do or have you any prior or present financial, personal or permeable interest in the immediate organizations or associated groups given your almost immediate and in-depth response to my crowd support help reaching out. Please have this public posted and have OFFICIALLY responded by an official and authorized Telstra required representative
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: fixing NBN speed

@cf4has answered your speed questions in detail. Crowd Support isn't biased, you've been given factual answers by a member of the crowd who dedicates alot of there time helping others on Crowd Support. They do not need to provide you with any of there personal or financial details to be publically posted on this forum.

 

If you are unhappy with your speeds you are able to raise a complaint to Telstra or the TIO. But if you're speeds are due to NBN Co's network design as you have been advised then a complaint won't result in your speeds being increased. If you want higher speeds then you will have to wait for NBN to upgrade the network in your area or move to another internet service of your choosing such as mobile broadband if you want higher speeds.  

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

I am a Telstra NBN customer and was employed by Telstra as a Technician 20 years ago. I do have a financial benefit as I own some Telstra shares along with shares in other Australian companies through my supper. If you have supper you will probably also be receiving a financial benefit from Telstra shares.

 

There are plenty of posts on this sites critical of the Telstra. Some of my own posts have advocated contacting the TIO were in my opinion Telstra is not doing the right thing by its customer.

 

If your low speed was due to a cable fault and Telstra did nothing to try to get it fixed then I would recommend you first make a complaint to Telstra and if that didn't get the fault fixed contact the TIO. The fact that your speed fluctuates from 6 Mbps to 20 Mbps  does seem to suggest that there might be a fault or network congestion. If you also experience frequent internet dropouts this would also indicate a fault.

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: fixing NBN speed

In all honesty, your best bet to try and get a closer node faster is to speak to your local member. nbnco will not speak to the public directly, and will only answer requests from the providers regarding faults and not equipment requests. The exception is in the event you wanna pay nbnco thousands of dollars directly to upgrade to FTTP. Where as your local member could try lobby for you from the top of the pyramid. Likely, it will make no substantial difference but more possibility of help then anything else. 

Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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