Shaping despite direct debit

[Reallyannoyed_]

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

[Reallyannoyed_]

SHAPING - sorry typing on ipad.

SHAPING wrongly applied but techs say they cant see it

[343GuiltySpark · Accepted solution]

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.

[Jupiter · Accepted solution]

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.

[Reallyannoyed_]

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_]

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