Lester99
Level 5: Eagle Eye

Poor poor service. Any suggestions?

Hi guys.

 

I've come to this forum in desperation.

 

Ive had an ADSL connection with telstra for the past 3 months but the service I have to say has been poor to utterly rubbish.

I am paying 90$ a month? for a download speed of 6.5Mbps? this IS expensive having just come from the UK where we got 20 Mbps for 1/2 that price.

 

Oh well, suck it up - unfortunatley I rarely get 6.5. I live just north of Grafton in NSW, about 6 miles away from the server and the ping varies enormously. I am a gamer. THAT is what i like to do. Unstable ping is ruining my gaming experience to the point where i want to rip the modem off my desk and through it thou the nearest window. You can game on hish-ish ping IF the ping is stable - lag spikes tend to get me killed. The conection is irregularly irregular. The call centre cannot explain why. There is NO consistency to the quality of the connection throughout the time of day and frankly, its not remotley worth the money.

 

This service is piss poor.

 

Repeated phone calls to the telstra help desk put me through to very polite and helpful customer service people who always call me by my first name but never reach the route of the problem

 

I conprehend that the theoritical 8Mbps I won;t ever get because of my distance from the server - but Id be happy with a STABLE 6.5.

 

Does anyone have any suggestions?

 

I connect two desktops from the new modem via a solid cable. My partner browses webpages but thats all, and both PCs are reasonably new - past 18 months new. We are not downloading anything in the background.

 

HELP

 

Lester99

 

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27 REPLIES 27
Brodie_Telstra
Telstra (Retired)
Telstra (Retired)

Re: Poor poor service. Any suggestions?

Hey Lester99,

 

Unfortunately we're going to come to a bit of a gray area with this. Ping is not a deciding factor in faults. As long as your speeds are within acceptable ranges then there is limited amount of what we can do. Varied Ping can sometimes happen with faulty services, but sometimes are the result of older lines and equipment. Also, as you're already aware, distance can be a deciding factor in any ADSL service. 

 

The problem is that we don't/can't guarantee a certain ping range as there are so many factors that are involved. That being said, if the speeds are extremely sporadic then there are some line profiles that may help, have you tried any of those? you can find more info about profiles here: https://go.telstra.com.au/helpandsupport/-/adsl-line-profiles

 

Brodie

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Thank you Brodie at least for being honest.

 

I'll investigate your link.

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

well,

 

I am calling Telstra pretty much every other day.

 

Friday I talked to a guy who investigated my line and asked me to monitor my speed for 24 hours - it never went above 4. it was hanging around 3.

 

Pityful. He emailed me to organise a call back and esculated my case to another rep a 'broadband' specialist who said she would be running scripts on my line to investigate the drop outs. Why drop outs, its the utter irregularity in the speed thats the issue. The drop outs are NOT the problem. its the inconcsistent speed RUINING my in game ping.

 

She in turn asked me to monitor the problem and in 24 hours my ping has not gotten above 4. According to this specialist 4mbps is a good speed for adsl. Sorry i beg to differ. I'd settle for 6mbps thanks!

 

No one wants to seem to ownership of the issue tbh. The call centre can all see I call telstra repeatedly but no one seems able to to get to the nub of the problem. Why not????

 

can ANYONE help me?

 

is there anyone in this company that take ownership of this problem?

 

regards

 

Lester

 

 

 

 

 

Shellock
Telstra (Retired)
Telstra (Retired)

Re: Poor poor service. Any suggestions?

Hi Lester,
 
Given the size of Australia, any upgrades to the network is going to take time to reach everyone. NBN Co are the company rolling out the new broadband network across the country and you can find out more about them here: http://nbnco.com.au/
 
Until NBN is rolled out to your area, there are some limitations to the ADSL network as you are aware. These include the cable distance between your premises and the DSLAM as well as the age and type of network that your service is connected through. Whirlpool have a good knowledge base that explains this in further detail and you can find it here: http://whirlpool.net.au/wiki/dslam_speeds
 
As per the tables on the following link [http://go.telstra.com.au/helpandsupport/-/broadband-speed-test-table] the expected speeds for ADSL2+ services is 110 KB - 2500 KB or approximately 1 mbps - 20 mbps.
 
However, there are some steps and checks that customers can perform to make sure that they are achieving the best speed possible which are covered off in this Knowledge Base: http://crowdsupport.telstra.com.au/t5/Home-Broadband-KB/Testing-your-broadband-speed/ta-p/278139
 
- Shelly
 

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Hi Shelley

 

Thank you for your reply.

 

I will work thou your suggestions but in all honesty the cabling into the house has been replaced in the past 3 months by an engineer - it had been chewed.

I have tried removing the filter and the phone does nothing for the signal strengh

There is nothing running in the background - no d/ls, no updaters, no windows update/firewall, nothing.

 

Overweekend the speed has dropped from around 4-3 to 3-2.

 

The phone line is in my wife's name but I pay the bill. I spoke with a Telstra representative today who performed some magic on my line and instantly the line speed went up to 5.95 and he was surprised I was getting somewhere around 7. LOL as if. Its never been over 6.5

 

So i was asked to monitor my connection over the next 24 hours, again but it is slowly grinding to a halt - from a high at 1600 of 5.95 it has dropped off to below 3 and frquently below 1. I rnag Telstra tonight but this time the customer service representative took 15 minutes to work thou that my name is not the same as my wife's, despite the fact that i have discussed with MANY of her previous colleagues and the last one said he would note on my file our different surnames. I do pay the dam bill after all, and thats easy to check. She then told me i had a fault on my line but wouldn't elaborate because im not my wife. She's gone to bed with a cold.

 

I am now pretty much unable to run my game. I have been playing with high ping but as long as its stable its fine. I will jump in a game and the pingwill bounce and bounce and then i wind up losing. It is frustrating in the extreme and i come away angry and annoyed that my ISP can't deliver with any consistency.

 

Shelley am i being unreasonable wanting a 6mps d/l speed? really? the BB specialist suggested to me I lived only 1.7km from a booster and he didn;t understand why my speeds where so variable, but then every person i speak to gives me a different answer.

 

Lester

 

 

 

 

Shellock
Telstra (Retired)
Telstra (Retired)

Re: Poor poor service. Any suggestions?

Hi Lester,

 

Who pays the bill is not as important as if your name is on the account as an authorised representative. We will need to speak with your wife to add your details as an auth rep if you aren't already.

 

Bearing in mind that I have no idea of the age or location of your home, can you confirm that the modem is connected into the first socket into the premises? I ask this as internal telephone cabling can also become faulty and cause issues. This is typically the telephone point closest to where the telephone cable comes into the premises.

 

Can you check the line attenuation from within your modem and compare it with that from the Whirlpool link that I provided in my last response? Does the line attenuation fluctuate or remain the same?

 

As you have two computers connected via LAN to your modem, have you tried disabling the WiFi on the modem? If you have a Technicolor modem then this is done by pressing the ECO button which will then turn blue.

 

- Shelly

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

GRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

 

Everyone warned me telstra had shockiung customer service.

 

I run the read test and it gives me over 6mbps and then right in the middle of a tank battle i have a monster lag spike and gets me killed. CONSISTENCY - thats all i want?!!

 

SO, do i have to go on the phone to telstra AGAIN.

 

YES im using a filter, YES i can reboot the modem AND the pc, YES im using a hard cable to connect 2 desktops, NO one is turned off.

 

Sound familiar? same old conversation with telstra customer service every single time. They run some magic on their end that clears the clutter on the line for 20 mins and then its back to 2 hours stable, 3 hours unstable.

 

what are we paying 90$ a month for?

 

 

 

 

 

 

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

CAN i have ONE HOUR in a day where the speed doesn't jump between 6 and 2 mbps???

 

JUST ONE DAY

zhishen219023
Level 1: Cadet

Re: Poor poor service. Any suggestions?

Hi dude. 

 

I am having the issue just like you, I just cant believe How can telstra is the biggest ISP within Australia. I cant not even get 3Mps, which is likely thta you are better than me.  I am so dumb to sign up with Telstra, if i can have another chance to choose a ISP  I would never pick Telstra, I will tell My gernaration  to get a way from telstra. I am a gamer too. 1000ping is just like the normal thing that happened in every game.  

 

I am so SAAAAADDDD

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Hi m8,

 

yea - I feel your pain.

 

I am forced to dial into a European server to play world of tanks because Wargaming havn't instituted a roaming accounts yet. That is to come or so the forums go.

 

BUT the game is perfectly playable with 300 ping. No doubt a european player has a slight edge on me by a fraction of a second but i can hold my own and do reasonably well. As LONG as the connection remains stable.........frequently the connection will lag so that my ping stretches out to 500+ and the game becomes unplayble. Then i get blown up or I drive off a cliff and that is frankly utterly annoying and frustrating.

 

It seems the mooment anyone turns on a toaster between my house and the server it makes the coonection yo-yo. Really Telstra - INVEST some of your profits in better infrastruture and simply, provide a better service.

 

Sorry to say I've seen all this before. Back in England about 15 years ago we had British Telecom with a similiar stranglehold over providing 'broadband' services. They similiarly proved to be a terrible ISP with a history of terrible customer service and using call centers from India because they where cheaper. The communication issues made them highly unpopular with the British public. BT had a reputation of being greedy and incompetant, and my personal experience of this bares this out. Thankfully the siutation improved in the last 10 years and  the number of ISPs jumped.

 

Telstra is responsive to my calls and the Philipino's in the call centres at least can understand my deep voice on the phone but the connection falls down every day. THAT is unacceptable. I am troubleshot to a degree, but i am not a Broadband engineer and no-one seems to want to take any ownership of this customers issue. I must have called telstra every 3 or 4th day to fix the connection.....

 

Lester

 

 

 

 

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

And the samt hing just happened

 

Someone turns on a toaster or a hairdryer between me and the server and i get a huge lag spike and get blown up.

 

TELSTRA  - ITS ANNOYING!!!!!!!!!!!!!!!!!!!!!!!!!!

 

 

 

 

 

 

Cas-Ra
Support Team
Support Team

Re: Poor poor service. Any suggestions?

I understand your frustrations but the thing is speed is never 100% consistent, it  varies constantly because of the multitude of external factors that affect ADSL technology which are out of our control. In a perfect world our service would operate in a vacuum and we'd have total control, regrettably this is not the case. However you may like to try adjusting your ADSL Line Profile to see if you can find a setting that provides some improvement, here's some info that will help you with that:

 

All you need to know about ADSL line configuration / profiles

 

Change your ADSL Line profile

 

I hope this helps Smiley Happy 

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Ok -

 

It has been unplayble last night and even at 6 am this morning its unplayable.

Sigh.

 

I will try and chnage my line profile as you suggest.

 

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

I read the line profiles page

 

 

You're seriously suggesting I instigate some extra filter on the line to reduce the noise level/maybe give it more stability, and slow it down even more!!!!!!!

 

Utterly priceless.

 

Its been slow now for over 24 hours.

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

 

The line remains utterly unpredictable.

 

So i ring telstra again - and the customer service person loves to call me by my first name without asking me first. We chat, we goes through his checklist.....

 

connected via cable not wifi,

yes there's a spliter for the phone,

yes i can disconnect  if needed; no i have done that today and it made no difference

I can see there is a problem on your line -

I will run some tests.

On hold for three minutes

I will refer you to a broadband specialist....on hold for another 2 minutes

 

I will run some tests and call you back in 10 mins. She doesn't. Thats the 3rd or 4th broadband specialist who hasn;t called me back btw in the time they said they would. I can;t sit by the phone with young children that need supervising thats all the same. I call hr back 2 hours later only to be told she gone home for the night.

 

I run the speed test - wow. 5.8, with good ping, I fire up my game, first game perfect, 2nd game it drops out 1/2 way thou and my ping rolls in at 999.  My tank drives around in circles until someone comes along and blows it up whilst the restof my team are asking me to pull my weight.................

 

can you see whay i can so cranky?

 

 

 

 

 

 

Cas-Ra
Support Team
Support Team

Re: Poor poor service. Any suggestions?

You asked for suggestions, you wanted something outside the standard troubleshooting, you asked for more stability. I gave you one, did you try it before shooting it down? 

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Hi Cas

 

I'll try not be such a grumpy arse.

 

I tried to put one of the filters on my connection but it wouldn't allow me to it online. So i rang Telstra again; the guy who answered the phone started again with the  -

 

'Whats your name? we don't have you as one of the named accounts holders..'

 

I explain to him this has been an issue, he speaks to a supervisor after i give him all the correct info, puts me on hold for 7 minutes until suddenly Im speaking to a woman.  She instigates a Noise profile number 2 as you suggested. reboot the modem, fine, its stable fine, and the speed is a whooping 1.29Mbps. Ahh, this takes me back to the speed of old dial up. Heck its stable but now web pages are loading a 10th at a time.......guys are you KIDDING me?

 

So later that afternoon I'm online again. it hasn't improved. Its bang on 1.29Mbps. I call tesltra again, and Noise profile number one is added instead which gives a consistent speed of 2.4Mbps.  It IS a very steady connection - buts its not what we're paying for, its SLOW.

 

I need to emphasis this. This is SLOW.

 

If this is left in place, my supposed 8Mbps connection is reduced to something under 2.5? No, I am a gamer. I can slum it with 6Mbps, i can't do ANYTHING with 2Mbps.

 

Its taken months of sluggish yo-yoing speeds and literally 40-50 phone calls? (probably more), one engineers visit to replace cabling and a lot of frustration on my part, swearing at the computer and anger at my ISP. So, both profiles have been taken off and but speed hasn't changed now since Saturday night. Speed test run at 20.34 - 2.12Mbps. I get the impression the Customer service people have no idea why its so slow. They have sceduled an engineer to come out to see me now in two days time. The bill is paid btw, it was due in 4 days time and the missus paid it this morning so I havn't been cut off.

 

Tell me I'm being unreasonable?

 

 

 

 

 

 

 

 

 

 

Shellock
Telstra (Retired)
Telstra (Retired)

Re: Poor poor service. Any suggestions?

Hey Lester99,

 

Being a gamer doesn't mean that someone is entitled to better speed than a neighbour who may be a work from home mum or a uni student. 

 

Given that much of ADSL services run on an aging network that was originally never designed for internet use, the government have begun to build a new network called the NBN. The roll out of this new network is determined by a number of factors as outlined here: http://nbnco.com.au/when-do-i-get-it/about-the-rollout/how-we-choose.html

 

From what you advised regarding your experiences on the different line profiles, this points to you being on older ADSL equipment such as a CMUX or NEC.

 

Whirlpool have a good articles about:

- relationship of attenuation and distance to speed on the ADSL Network. http://whirlpool.net.au/wiki/dslam_speeds

- ADSL Theory http://whirlpool.net.au/wiki/ADSL_Theory

- The different DSLAMs http://whirlpool.net.au/wiki/RIM_and_Pair_Gain_FAQ

 

If you are unsatisfied with the speeds that you are receiving, which seems to be the best that the network is capable of providing (given the infrastructure you are connected through) then I would suggest the only course of action from here is to lodge a formal complaint.

This can be done via any of the methods listed here: http://www.telstra.com.au/help/contact-us/complaints/

 

- Shelly

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Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

So, in the past week the internet has ground to such a complete halt, twice, that we can barely load even web pages. Playing has been impossible, oh, and doesn't this crap happen on my days of.And now on my weekend off.....

Thats just wonderful.

 

We had the engineer come out and he tested the noise on the line - none, we discussed the issues on the line. he then took me to his truck and pulled out a strand of thick cabling, and then selecting one tiny wire from the thick bundle wires and waved it in my face, almost triumphantalist and laughing at me - 

'you got no hope m8, this is what the whole Grafton uses for your internet'

and he scoffed at my wish for a level playing field. He had no explanation of the yo-yoing of the quality of the connection.

 

So, Ive contacted customer service at Telstra - she noticed all the congestion on my line and reset it, and it did nothing for the quality. It remains inconsistent.

 

I get very little leisure time guys, inbetween commuting, shift work and being a father.  What I do on the internet is irrelevant - but as a gamer, a reasonable level of speed and 'consistency' is vital. Its that word again CONSISTENCY. I can play on slow - I cannot play on an elastic connection. If your network barely fit for purpose then don't sell it as such and certainly don't charge me 90$ a month for it.

 

Rant over.

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

So now, the connection has been yo-yoing now worse than ever for 2 days straight. I can fire up a game and the connection will change within 30 seconds of me getting a fast reading on the speed test.

 

driving round in circles in my game is about as annoying as it gets.

 

Asking me to complain is hardly a solution. This is supposed to be a forum aimed at delivering customer service?

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

So, its the weekend again and the 'broadband' connection grinds to a crawl again.

 

nothing faster than 3.5mbps since mid morning.


Does anyone have any ideas or suggestions?

Simo_85
Level 1: Cadet

Re: Poor poor service. Any suggestions?

I got this asa reply from wargaming today. Don't know if it will help with your problems but at the moment I, myself am having 100% packet loss across 3 telstra nodes that connect me to WG servers.

Dear B********3:


Thank you for contacting World of Tanks support team.

After we checked your pingplotter log, we found your package began to lost since hop4, hop5 and hop 7 which they were from Telstra.
We had acknowledged that they are working on it with recent package loss incident.
You may refer to this thread if they have any updates:
http://forum.worldoftanks.asia/index.php?/topic/41056-packet-loss-for-australian-players/


We are still trying to optimize your route back from our side but our efforts are limited. For better optimization, you could also contact your ISP with your pingplotter log, asking them reroute those hops from your location to our server.

We will put your ticket on hold and keep monitoring your issue,
If there's any updates or improvement, please also update us.


Thank you.



Best regards,
Shin Asuka

World of Tanks ASIA Service
https://asia.wargaming.net/support

Lester99
Level 5: Eagle Eye

Re: Poor poor service. Any suggestions?

Hey Simo

 

Thanks for the reference.

 

Well, its 2pm on a Friday and as per usual, World of Tanks starts all the weekend offers of extra experince and extra credits for certain wins, annnnnnd my internet grinds to its usual weekend crawl.

 

What an utterly rubbish service.

 

I'll run ping plotter on my conection - I think there will most definitley be some issues as well as just the overloaded line. OOOPS telstra, someone turned on a toaster between me and the server and it knocked out my connection!

 

thanks for the link. It least identifying the problem can be part way to solving it.

 

Lester

Lester99
Level 5: Eagle Eye

One day

Telstra

 

an i have ONE DAY. JUST ONE DAY when my connection doesn't start yo-yoing wildly even within a 10 minute period?

 

Just one?

Lester99
Level 5: Eagle Eye

Re: One day

Telstra -

 

Could you do something.

 

anything.

 

So that my 'broadband' internet doesn't come to a grinding halt every *<removed word due to language>* weekend during waking hours??????

These are the time i might actually want it to work you know? without it feeling like Im back on dial up loading a line at a time on a webpage.

 

God forbid I might actually want to play an online game........

 

tezzanet
Level 2: Rookie

Re: Poor poor service. Any suggestions?

Thanks for that link brodie..

 

As a networking person myself the fact that you can now self serve different profiles to fine tune your service is a GREAT improvement.

i can now change to a slower but more reliable profile for confrences, and back to a faster one when doing general surfing.

DingoDan
Telstra (Retired)
Telstra (Retired)

Re: Poor poor service. Any suggestions?

Hey tezzanet,

 

Thanks for the feedback and glad that the profiles are working for you Smiley Happy

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