CrowdSupport®
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Level 1: Cadet

Line Congestion??

So this all started a couple of months ago when Telstra decided to upgrade their exchange or something. And our internet speed had dropped to the point where bigpond emails weren't being received. After numerous calls to telstra they had a technician come to our place and check our lines and every was fine. The technician said that he had these popping up all over town and that there was a problem with congestion at the exchange. It has now been 2-3 months and the speed was good sometimes and bad most of the time. I called telstra today and they now tell me that I am on a congested line and that there is no set time that it will be fixed in. The level 2 telstra person said that some of them can take years to be fixed. I don't think that I should be paying full price on something that only works some of the time. Is there anyway to get this fixed sooner or get a discount on my service??

 

Thanks Shane

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3 REPLIES 3
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Level 21: Augmented

Re: Line Congestion??

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Telstra (Retired)
Telstra (Retired)

Re: Line Congestion??

Hey Shane15,

 

I am sorry to hear of the issues you are experiencing with the unsatisfactory speed (with what I can assume) is your ADSL connection. ADSL, as a technology, has limitations as to the speeds that it is capable of provisioning. The speeds achieved are dependent on a number of factors, but the largest one is the cable distance from your premises to the ADSL equipment. More info about speeds can be found here:https://crowdsupport.telstra.com.au/t5/General-Internet-KB/Broadband-Speeds-ADSL-Cable-NBN-and-Veloc...

You can follow the information at the following link which may assist you in troubleshooting the speed issues you are experiencing: https://crowdsupport.telstra.com.au/t5/Home-Broadband-KB/How-To-Troubleshoot-Speed-Issues/ta-p/27813...

Alternatively, a line profile can reduce packet loss which in turn will improve the performance of your service. This can sometimes translate into greater speed. The following link provides more detail and instructions on how customers can manage these settings themselves:https://crowdsupport.telstra.com.au/t5/General-Internet-KB/How-To-Change-your-ADSL-Line-Profile/ta-p...

If you feel there may be an issue with your line, please try troubleshooting with our Telstra Troubleshooting Tool: https://crowdsupport.telstra.com.au/t5/Home-Phones-Services-KB/The-Telstra-Troubleshooting-Tool/ta-p... and if this does not provide any relief, please call our Tech Team on 133 933.

 

I can assure you we are dedicated to expanding and maintaining our networks, which includes upgrades to existing infrastructure. You can see plans for upcoming upgrades for ADSL on Telstra Wholesales website here:
http://telstrawholesale.com.au/products/broadband/adsl/adsl-reports-plans/index.htm I do need to stress that upgrades are focused on areas of most need first. This means areas that currently have no ADSL, have strong demand but a lack of ports or capacity difficulties. I cannot tell you when a specific area is due for an upgrade, the full extent of my knowledge is contained on the link above.

 

Please let me know if there is anything else I can do to further assist you.

-Georgie

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Level 1: Cadet

Re: Line Congestion??

I live very close to the exchange (less than 1km) so I should be getting around 20Mbps. The router says that the line speed is at 20 also but most of the time it doesn't reach 5Mbps. This is apparently because of a congested line that has been congested for months. Is there a way to get moved to a different line that isn't congested because I use the internet for work and sometimes it is so slow that my Bigpond emails don't download. I really need this fixed ASAP!!!

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