Darrenwc
Level 1: Cadet

Packet loss, Frequent disconnects and Poor customer service

Hi

I have been experiencing problems with my internet connection for about 3-4 weeks now. The issues are:
*packet loss
*frequent disconnects while gaming
*intermittently reduced video quality

I have called Tech Support (call centre in the Philippines) a few times. They did not know what was happening. Each person gave different information, even though I gave the same reference number for each call. One person on the phone even told me their end showed my internet status as inactive at the time I was online.

 

I have had 2 scheduled technician house calls. The first technician never turned up, and we were not told of the cancellation. I called Telstra about the no show and I was told that the technician did not turn up because he saw that there was an outage in our area the day before (protocol is to cancel the house call). We found this really frustrating because my wife stayed home for nothing. We expected to get a call for a cancellation.

 

The second techinician turned up. He said he found rusty cables and replaced them. However, we are still getting the same problems.

 

After 4-5 calls with clueless Technical Support and first tech not even showing up or calling us, is there anyway this can be escalated? We are very disapointed with the service we have received from Telstra this time.

 

http://www.pingtest.net/result/140085077.png

 140085077.png

 

Also tried pathping to Blizzard servers:


Tracing route to 103.4.114.233 over a maximum of 30 hops

0 Admin-PC [192.168.0.10]
1 192.168.0.1
2 10.243.0.1
3 CPE-58-160-249-1.wa.bigpond.net.au [58.160.249.1]
4 bundle-ether4.chw-edge901.sydney.telstra.net [203.50.12.108]
5 bundle-ether13.chw-core10.sydney.telstra.net [203.50.11.98]
6 10gigabitethernet7-1.chw45.sydney.telstra.net [203.50.20.183]
7 equini3.lnk.telstra.net [139.130.117.214]
8 xe-0-0-0.gw101.sy1.ap.equinix.com [27.111.240.142]
9 xe-1-0-1.gw101.sy3.ap.equinix.com [27.111.240.145]
10 27.111.251.110
11 * * *
Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Admin-PC [192.168.0.10]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
3/ 100 = 3% |
2 --- 100/ 100 =100% 97/ 100 = 97% 10.243.0.1
0/ 100 = 0% |
3 15ms 3/ 100 = 3% 0/ 100 = 0% CPE-58-160-249-1.wa.bigpond.net.au [58.160.249.1]
1/ 100 = 1% |
4 17ms 4/ 100 = 4% 0/ 100 = 0% bundle-ether4.chw-edge901.sydney.telstra.net [203.50.12.108]
0/ 100 = 0% |
5 14ms 7/ 100 = 7% 3/ 100 = 3% bundle-ether13.chw-core10.sydney.telstra.net [203.50.11.98]
0/ 100 = 0% |
6 11ms 4/ 100 = 4% 0/ 100 = 0% 10gigabitethernet7-1.chw45.sydney.telstra.net [203.50.20.183]
0/ 100 = 0% |
7 13ms 5/ 100 = 5% 1/ 100 = 1% equini3.lnk.telstra.net [139.130.117.214]
0/ 100 = 0% |
8 12ms 4/ 100 = 4% 0/ 100 = 0% xe-0-0-0.gw101.sy1.ap.equinix.com [27.111.240.142]
0/ 100 = 0% |
9 13ms 4/ 100 = 4% 0/ 100 = 0% xe-1-0-1.gw101.sy3.ap.equinix.com [27.111.240.145]
0/ 100 = 0% |
10 13ms 4/ 100 = 4% 0/ 100 = 0% 27.111.251.110

Trace complete.

 

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
2 REPLIES 2
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Packet loss, Frequent disconnects and Poor customer service

The next step would be to lodge a complaint:
http://telstra.com/complaints

The complaints team should be able to coordinate things, however they may just need to keep sending techs to keep eliminating things until they find the root causes... rusted cables for example would be a very obvious cause of issues... so eliminate it first... 

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.

Darrenwc
Level 1: Cadet

Re: Packet loss, Frequent disconnects and Poor customer service

Received an email on 19th Feb asking if my issue was resolved. Responded that it was not resovled and requested a call back. Never receved a callback for this.

 

Raised a complaint via http://telstra.com/complaints on the 22nd Feb and still have not heard anything from Telstra.

 

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