Highlighted
Level 2: Rookie

Strange Issue With Telstra Nbn connection

Good Morning all,

So ill try to explain this the best way i can.

My House is connected thru FTTN  technology and has been working great until about 8 days ago.

I found my account had been shaped due to non payment which has since been fixed.

I am still unable to access the nbn and its been 8 days now.

backup mode on my frontier has been restricted now also.

Called Customer service to confirm it wasnt restricted and was advised it has been lifted days ago.

NOW this is where it gets Hairy.

So i did a speed test thru the Telstra website and got a dead speed of 0.01mbps (download speed) to the Chatwood exchange in Sydney.

THEN i tried a speed test to Perth Western Australia. BAMMM there was the normal speed. (36.5mbps Download speed)

I believe this to be an issue of coding or incorrect settings as the line clearly works from my premesis to perth but cant communicate to the closest exchange.

Ive Tried Everything from resetting the modem to factory settings and countless resets.

Has anyone else experienced this and also what would be the fastest way to resolve this issue ? many calls to telstra with no prevail and countless failed call back times very frustrating.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
20 REPLIES 20
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

Also i can rule out the modem as faulty as i have my original modem here which worked before i received the frontier modem and has the same results.
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Strange Issue With Telstra Nbn connection

What happens in other speed test sites as fast.com, speedtest.net and what speed test site were you using? If you were to download a file or game or app on your phone does the download speed reflect your normal speed. I think one of the speed test sites has been playing up
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

i was using the Telstra speed test site but i have used ookla and speedtest.net and have the same results im baffled as to what it could be. the tests are run via pc and cabled (ethernet) and wifi turned off so there is no other devices connected at the time of tests
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Strange Issue With Telstra Nbn connection

Is there a vpn running in the background at all?
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

No there is no vpn in the processes in task manager and i dont use them.
Even when i use my smart phone via WiFi i get the exact same results thru the same webpages.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

also just to be clear the pppoe settings on the modem will work on a factory reset correct as my connection is ipoe which doesnt need a username and password to connect to the nbn?
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Strange Issue With Telstra Nbn connection

@Yasiandrie any thoughts on this one?
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

also to be even more clear no changes have been made here to hardware of software all connection ports etc have been unchanged since it last was connected and receiving full line speed. To me it seems like they have not actually lifted the restriction to the exchanges near me but I'm by no means a qualified technician. just seems to be dragging out far to long for what could be a simple fix or a flick of a switch.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

telstra are also pretty confused about the issue as they have apparently sent the network team to inspect the node but I'm quietly confident it will come back as checked and passed for any problems as it only seems to be a connection problem when trying to access the local exchanges
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Strange Issue With Telstra Nbn connection

@Yastiandrie, sorry spelt it wrong. It may be network issue, though it is rather odd. So for level 1 support this would be confusing as it would be out of there scope which is why its probably been escalated.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

It was escalated around 8 days ago and I'm still waiting on a resolve or even feedback on the findings.One would think having paid for the service they could atleast keep you in the loop as to what the action plan that is being taken.. no wonder people get frustrated with the service
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

i have had the same problem for 3 weeks now just tried to do a speed test on perth server and bam there the net any ideas to possibly change servers until they fix this 

 

Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

Out of curiosity where are you located?
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

Will be sure too post the outcome for you once i get it sorted out
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

Newcastle NSW

Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

Yeah we arent in the same area so who knows what is causing the same problem in atleast two seperate locations.
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

they need better training to sort this stuff out quicker cause sure as hell im not paying for a service i cant use lol its a joke
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

to be honest it seems like their local exchanges are failing to communicate with either my house or the node around my place or my speed is still indeed shaped.
I get a perfect connection to Perth Brisbane and Adelaide but i can bearly connect to an exchange or node less then 300 meters from my property ?? i believe that it is not the line as if it was id be getting absolutely NO connection too and from anywhere.. I refuse to do another pre-test as it is wasting my time. problem is they find no fault in my connection but yet i clearly have a fault as i am complaining .One would think they would have a tech at the node within 24hours its been days if not weeks before they even had the network team deployed. if indeed they have checked it i wouldn't know Ive had no updates.. Note if i did this at work id be on a warning or worse yet fired. disgraceful attempts of communication and even worse service. considering moving my money into another telcos pocket that actually know what they are doing.
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Strange Issue With Telstra Nbn connection

@343GuiltySpark

Look like some sort of misalignment with the un-shaping order. Seen a few of these lately whether it be a system issue or other factors
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
Highlighted
Level 2: Rookie

Re: Strange Issue With Telstra Nbn connection

well in that case how can it be resolved if the people im dealing with cant rub two brains cells together and come up with that and a fix to go with and have it fixed that day abit of a joke to be honest and they will still expect us to pay

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