Reallyannoyed_
Level 1: Cadet

Shaping despite direct debit

Answered

My adsl internet is very slow 2.Mbps or less on speed test over WIFI (DSL stats say max recent speed 3.52 Mbps) Telstra troubleshooting says account sahping applied for a billing issue but I pay by direct debit. I have noticed no metering recorded on my account (shows 0% data used). Telstra techs have given 3 different answers but no actual solutions. I would like tomspeak to Telstra account manager in Australia. Any suggestions?

 

I have done all the usual troubleshooting steps. It is not my equipment. It is Telstray

2 ACCEPTED SOLUTIONS

Accepted Solutions
343GuiltySpark
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Shaping despite direct debit

You'll need to get in touch with the credit management team so that they can unshape your service. Id recommend calling billing on 13 22 00 tomorrow or contact the billing team via the chat option within the telstra app and they can get you in touch with credit management.

I work for Telstra, but my opinions are my own and not that of Telstras

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Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Shaping despite direct debit

It doesn't sounds like shaping. Shaping on an ADSL service would give you much slower speeds than that. It is more likely a line fault if you used to get faster speeds.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

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5 REPLIES 5
Reallyannoyed_
Level 1: Cadet

Re: Shaping despite direct debit

SHAPING - sorry typing on ipad.

 

SHAPING wrongly applied but techs say they cant see it

343GuiltySpark
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Shaping despite direct debit

You'll need to get in touch with the credit management team so that they can unshape your service. Id recommend calling billing on 13 22 00 tomorrow or contact the billing team via the chat option within the telstra app and they can get you in touch with credit management.

I work for Telstra, but my opinions are my own and not that of Telstras

View solution in original post

Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Shaping despite direct debit

It doesn't sounds like shaping. Shaping on an ADSL service would give you much slower speeds than that. It is more likely a line fault if you used to get faster speeds.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

Reallyannoyed_
Level 1: Cadet

Re: Shaping despite direct debit

Thanks for your help - I had trouble getting through to billing but in the end tech came out and determined internal line is degrading so moved modem to the first telephone connection and it is much improved. Now getting 6-7 mbps with less stutter

Reallyannoyed_
Level 1: Cadet

Re: Shaping despite direct debit

Thanks for your help - you are quite right - in the end tech came out and determined internal line is degrading so moved modem to the first telephone connection and it is much improved. Now getting 6-7 mbps with less stutter

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