ElDaffy
Level 2: Rookie

Slow evening internet since plan changed to unlimited without my approval

I've been on the 1000GB plan ($99/m) with paying extra for speed boost (+$20/m) to 50Mb/s down 25Mb/s up for past 3 years no issues

as I'm fibre to the premises (i.e. best possible)

Now since 17th November 2017 my plan is showing i have unlimited DOWNLOAD

 

Problem is that NOW in the evening now my bandwidth has halved to less than 20Mb/s

 

With 3 kids online 2 of them trying to play fast paced first person shooters and wife on netflix, everyone is complaining  that NOTHING WORKS properly

 

Wish was back to 1TB per month instead of unlimited

 

obviously they're throttling the speed in the evening

 

i did not request or accept this change of plan to unlimited if throttling is the result

 

Im paying extra per month for speed boost and now no longer receiving what I'm paying for

THIS IS A DIRECT BREACH OF CONTRACT BY TELSTRA

i Have already put complaint to Telecommunication Industry Ombudsman and i recommend anyone else have speed issues in the evening since they've gone to unlimited do the same

Im paying $120 per month for a $60 per month service

Telstra was supposed to be the best.

I AM ON Fibre to the Premises

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7 REPLIES 7
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Slow evening internet since plan changed to unlimited without my approval

You aren't being throttled, but what will be happening is that now that the data usage limits have been removed, everyone has stopped being cautious with their usage and gone all out on doing whatever they want (which is how it should be).

 

This however, causes congestion in the system and Telstra now need to play catchup and order more CVC for the areas that can't cope with the extra data. This can take a few weeks to come into effect.

 

If you are concerned about the drop in speed, call 1800 834 273 and report the issue so that it can be noted and actioned more quickly (going straight to the TIO and bypassing Telstra is actually going to take longer in this case)

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Ork304
Level 2: Rookie

Re: Slow evening internet since plan changed to unlimited without my approval

Man I would be happy to have your reduced speeds. I am on the $99/month plan also and getting an average of 1.1-1.3mbs downloads. I cant even pay extra to pick up speed and unless you fall below 1mbs its not considered a fault with Telstra.

 

I do however feel your pain. Kids cannot even scroll facebook or watch you tube without freezing everyone else out. 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow evening internet since plan changed to unlimited without my approval

@Ork304 it is considered a speed fault if your SQ/Attenuation results are significantly lower then expected sync speeds and you're not on a Congested DSLAM and don't have DLM in play

 

The 'under 1mpbs' was phased out a long time ago

 

 

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
ElDaffy
Level 2: Rookie

Re: Slow evening internet since plan changed to unlimited without my approval

finally an answer that sounds feasible understandable 

you are a supreme. Wish Telstra would admit to ANYTHING.

still gonna call faults everyday till its fixed though as the wife and kids are pestering me daily.

ElDaffy
Level 2: Rookie

Re: Slow evening internet since plan changed to unlimited without my approval

MAYBE THIS IS THEIR WAY OF SAYING SOMETHING IS WRONG

 

https://outages.telstra.com/#

 

Yes, there's an outage at this location.
It is affecting your internet service.
We're sorry for the interruption. We're working on getting your service returned as fast as possible.
NBN internet
NBN internet
Service is disruptedService is disrupted
 

Services should be restored:

To be confirmed

Cause:A technical issue in Telstra's networkA technical issue in Telstra's network

ElDaffy
Level 2: Rookie

Re: Slow evening internet since plan changed to unlimited without my approval

@Yaslandrie

correct me if I'm wrong but isn't DLM is ADSL speak
i.e.......
Telstra has commenced a phased roll-out of Dynamic Line Management (DLM) to all Alcatel ISAMs. DLM will assess each port’s ADSL performance daily and will change the port profile options to maintain a stable ADSL service.

Please be aware that DLM can change the DSLAM port configuration without updating OATS. This could mean ADSL RVOP results may be misleading. To ensure that DLM changes don’t confuse fault diagnosis with OATS, the “XDM Rebuild Tool” can be used to clear the DLM history and reset the DSLAM port options back to the XDM default.
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow evening internet since plan changed to unlimited without my approval

Correct @ElDaffy. i was assuming ork304 was using ADSL That being said I did hear NBN was going to use their own version of DLM at some point for FTTN/B

In terms of your situation, I do agree with Jupiter's assessment. CVC s monitored and updated on a weekly basis. While you can report the issue to faults, it is the capacity planners that ultimately monitor and make the adjustment. I can guarantee that they do monitor CVC capacity

TBH pestering faults daily, if you've already reported the speed issue, is ultimately going to be a waste of your and their time. Raising a complaint however, may speed up the process
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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