Highlighted
Level 3: Gumshoe

Slow upload & download on Bigpond Cable with Speedboost

I have Telstra Bigpond Cable with SpeedBoost. Up until recently I was getting 100mbps download and 2mbps upload.

 

For over a month, my speeds have been <6 mbps down and 0.5 mbps upload.  I have called Telstra and troubleshooted eveything by there is no change.

 

Where do I stand with Telstra? I am paying for a premium service and getting speeds slower than ADSL.  Does Telstra have a Service Level Agreement? whereby I can get a refund for such services not living up to advertised standards?

 

Anyone else in Manly NSW having the same speed issues?

-------------------------------------------------------------------------------

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
9 REPLIES 9
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow upload & download on Bigpond Cable with Speedboost

Residential grade services do not have a SLA the same way business services do, they are governed by "our customer terms"  which can be found here: https://www.telstra.com.au/customer-terms/home-family

 

When it comes to speeds, they are given and advertised on an "up to" basis. ACCC guidelines do state a minimum speed required for a service to be considered broadband, but that is very very low (256 kbps download). 

 

 

 

That being said, if the speeds drop during peak hours but seem fine during the day time, that would be due to network congestion. If it seems to be constantly, can you post your modem stats please (frequencies, power levels, etc. You will find it either on the modems homepage, or in the advanced area)

 

Default modem login is 192.168.0.1 in browser

User: admin

Password: password

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 3: Gumshoe

Re: Slow upload & download on Bigpond Cable with Speedboost

The slowness is the same anytime of day. If anything it is slower during evening peak hours (4 mbps). Here are the stats on my modem:

 

Standard Specification CompliantEuroDOCSIS 3.0 and DOCSIS 3.0
Hardware Version2.02
Software Version5.5.7.mp2.V2.06.07

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel438000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Bonded Channels
Lock StatusModulationChannel IDSymbol rateFrequencyPowerSNRDOCSIS/EuroDOCSIS locked
LockedQAM256496952000 sym/sec438000000 Hz1.0 dBmV41.3 dBEuroDOCSIS
LockedQAM256506952000 sym/sec446000000 Hz1.3 dBmV40.9 dBEuroDOCSIS
LockedQAM256516952000 sym/sec454000000 Hz1.6 dBmV41.3 dBEuroDOCSIS
LockedQAM256526952000 sym/sec462000000 Hz1.1 dBmV40.8 dBEuroDOCSIS
LockedQAM256536952000 sym/sec470000000 Hz1.1 dBmV40.8 dBEuroDOCSIS
LockedQAM256546952000 sym/sec478000000 Hz0.8 dBmV40.8 dBEuroDOCSIS
LockedQAM256556952000 sym/sec486000000 Hz0.6 dBmV40.3 dBEuroDOCSIS
LockedQAM256566952000 sym/sec494000000 Hz-0.3 dBmV39.9 dBEuroDOCSIS

Upstream Bonded Channels
Lock StatusModulationChannel IDSymbol RateFrequencyPower
LockedATDMA45120 Ksym/sec61800000 Hz51.8 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
-------------------------------------------------------------------------------
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow upload & download on Bigpond Cable with Speedboost

Hmm downstream stats are close to ideal (Power -15 to +15, 0 considered perfect. 35+ SNR good, 40+ very good)

 

Upstream power is on the high side but still within spec (between 40 and 54 roughly).

 

Frequencies are all fine. All in all as far as the reported stats go there are no line issues at all

 

 

I'm not sure what Bigpond Tech Support Cable got you to run through so some of what I say/ask may overlap. Peak hour congestion does get monitored and CMTS's (cable modem termination system's) are still getting upgraded on an ongoing basis to ease congestion but that can take several months or more. That being said if you're saying that you have speed issues 24/7 its hard to say whether or not you are in a problem area, and also your line stats are all within spec

 

What model modem are you using and roughly how old is it?

 

What site are you using for your speedtests?

Are the speedtests being run over ethernet or wifi? can you post results for both ethernet and wifi

Is it the same results across multiple devices or do they vary significantly? (You can get the ookla speedtest app on both apple and android devices via the app store/playstore and run that if neccessary)

 

 

 

 

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 3: Gumshoe

Re: Slow upload & download on Bigpond Cable with Speedboost

Tech support has done thier remote diagnostics and concluded no problem with the modem. Modem is a Netgear  CG3100D-2 about 9 months old.

 

I've run speedtests on multiple machines, wired and wireless and using Telstra abd Speedtest.net all with similar results.

 

One tech support told me that the Manly exchange is congested but what I find odd is that the slow down seemed to happen overnight rather than a progressive deterioration over several months.

 

Rebooting the modem sometimes improves speeds for a few hours but then goes back to the 6 mbps.

 

 

-------------------------------------------------------------------------------
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow upload & download on Bigpond Cable with Speedboost

Their remote diagnotics would only determine if the modem is connecting to telstra ok, similiar to what we just did by posting the stats. There is a possibility that it is having issues handling local network traffic. It is a tough call if they did confirm a congested Cable Headend

 

 

If possible, and this may need to be done outside of peak times to try and avoid the congestion factor, but can you disable the wifi on the router (It should be in the wifi settings, im not sure specifically what is will be called but it could be something along the lines of wifi radio. Also there could be a wifi button on the front that will switch it off) and run a speedtest with just one device connected to it via ethernet and seeing what results you get

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 1: Cadet

Re: Slow upload & download on Bigpond Cable with Speedboost

Hi Bigchin, I'm the same as you. I was getting over 100 mbps. Tonight, Sunday 6 mbps. It's been like this for weeks.

 

What's going on. I'll be calling Telstra tomorrow. If this is a permanent situation then I'll have to switch to ADSL2 but doesn't Telstra provide the backbone?

Highlighted
Level 1: Cadet

Re: Slow upload & download on Bigpond Cable with Speedboost

Same problems here (Woolloongabba QLD exchange) and started about month ago. Just about the time when I upgraded the modem (to be able to use Telstra Air). With the old modem I wasn't as affected with the congestion as with the new one. No idea maybe it is just a coincidence.

 

The only time I can get full speeds (around 35mbit) is early in the morning. Barely getting 3mbit during peak and gets up to 10 at around 11PM. I am at work during the day so can't say what is it like during the week. But the weekends are terrible.

 

I am at the back ouf my exchange and was getting around 5-6mbit on ADSL, and now that looks like a much better option. Any idea if the area will be upgraded soon? There is lots of talk about Arris infrastructure on Whirlpool, people very happy after their areas were upgraded.

Highlighted
Level 2: Rookie

Re: Slow upload & download on Bigpond Cable with Speedboost

Telstra upload speeds are an industry joke. If you upload to the intently and sort of video, forget it. Go to iiNet or Optus. In fact, just about anyone other than Telstra. Telstra's speed boost will only get you to 2Mb if you are lucky, and they will sting you an extra $20 per month to get it!
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow upload & download on Bigpond Cable with Speedboost

Optus HFC upload speeds are the same as telstra's. Only iinet offer higher (up to 8mpbs off the top of my head) but it is only available in certain area's
I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator

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