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Level 4: Private Eye

Super Fast add on woes

Answered

After posting up in this thread https://crowdsupport.telstra.com.au/t5/home-broadband/new-super-fast-add-on/m-p/903567#M98294 I thought I would start a new one just in case it helps others who may be experiencing the same.

 

So I have an existing Premium NBN account on HFC, and last week I placed an order for the superfast add on as I work from home and the extra download would come in handy. After placing the order I get the email with an NA number so all good. A day later I received the critical information summary, which I noticed was for the Premium account with no mention of the superfast add on, but didn't think that much of it. A week later I get another email saying that the order has been completed, so I do a speed test and - no change.

 

After getting hold of someone on the 24x7 app I get a confirmation that the superfast add on is shown on my account and should be active, so I get transferred to technical support and we go through the standard troubleshooting steps - restart the modem, factory reset the modem, etc. After all that I'm told that the consultant is checking some more things and to please wait, so I do.

 

7 hours later I ask for an update, and another 4 hours pass before someone else replies asking for another speed test - which yields the same result. I'm then rather curtly informed that Telstra does not offer any NBN superfast add ons or boosters at this time and that the maximum speed available is 113.28 Mbps. After pointing out that telstra.com says otherwise and quoting the original NA number I've now been referred to the specialist team.

 

So this is where I am now, on day 2 of my superfast add on adventure. If anyone else is having issues with getting this activated it might be worthwhile double checking your initial order confirmation and keeping that NA number handy.

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Level 4: Private Eye
Accepted Solution

Re: Super Fast add on woes

Thanks, looks like it did the trick.

 

About half an hour after ending the 24x7 chat I noticed the connection went offline for a few seconds and then back up.  With great trepidation I ran a speed test and.... 230Mbps!!!

 

Woot woot woot!  Didn't take that long at all.

 

Isn't it amazing what happens when you get the right support person.

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37 REPLIES 37
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Level 2: Rookie

Re: Super Fast add on woes

My account shows Superfast - NBN HFC Technology Type and below it shows

 

Speed Boost $20.00 per month

Want to increase your maximum speeds into your home?
Inactive  <----- Huh??
 
Does NBNCo have to provision their modems?
 
What gives?

 

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Level 4: Private Eye

Re: Super Fast add on woes

No idea, I thought the NBN NTD was just a dumb layer 2 thing so wouldn't need any configuration from NBN Co.

 

Still waiting on the next development from the 24x7 chat.

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Level 2: Rookie

Re: Super Fast add on woes

Perhaps it requires more channel bonding or a modulation change in the NBN modem. Can Telstra do that?

 

Anyway I'm TALKING to a person at Platinum Support so I'll see what happens...

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Level 4: Private Eye

Re: Super Fast add on woes

Wouldn't think they would need to. 

 

How did you go with PS?

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Level 2: Rookie

Re: Super Fast add on woes

Sorted, I think :-)

 

Has to be provisioned by NBN Co. Takes 24 - 48 hours.

 

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Level 3: Gumshoe

Re: Super Fast add on woes

Yes same experience here, I have been on to Telstra on that horrid app for days. No reply from anyone, each time a new person picks up the query and then disappears.

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Level 2: Rookie

Re: Super Fast add on woes

The app is lousy. Wasted all of yesterday too...

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Level 4: Private Eye

Re: Super Fast add on woes

Yep, just about to hit 48 hours on the app and gone through 5 different consultants.

 

Starting to think that these add-ons are nothing more than a pipe dream.

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Level 4: Private Eye

Re: Super Fast add on woes

Yay!

 

Consultant #6 was finally able to help me and fixed up the order - the association was incorrect apparently but it's all good now - the critical information summary has come through and it looks correct.

 

Now have to wait 24 hours for it to activate - here's hoping!

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Level 2: Rookie

Re: Super Fast add on woes

🤞🤞

Highlighted
Level 4: Private Eye
Accepted Solution

Re: Super Fast add on woes

Thanks, looks like it did the trick.

 

About half an hour after ending the 24x7 chat I noticed the connection went offline for a few seconds and then back up.  With great trepidation I ran a speed test and.... 230Mbps!!!

 

Woot woot woot!  Didn't take that long at all.

 

Isn't it amazing what happens when you get the right support person.

View solution in original post

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Level 2: Rookie

Re: Super Fast add on woes

What upload speed are you getting?

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Level 4: Private Eye

Re: Super Fast add on woes

Best so far is 27 up, most of the time its around 23-24.

 

Consistently hitting 260 down so not too bad at all.

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Level 3: Gumshoe

Re: Super Fast add on woes

No such luck here, after contacting yet another faceless representative on Telstra app, they told me after 3 hours- even though you have NBN HFC, you cannot have superfast add ons as the bandwidth does not allow. Even in HFC there are variable bandwidths. 


Apparently these add ons require NBN FTTN type of connection and not HFC. I wasted weeks on this and now I find out lol.


So end of story for me.

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Level 2: Rookie

Re: Super Fast add on woes

That's not correct. Almost all HFC can do superfast (as BrayParkUser can confirm). It's a channel bonding and/or modulation scheme thing. I'm pretty sure all NBN modems are at least DOCSIS 3.0.

 

If you are lucky enough to be in one for the DOCSIS 3.1 HFC areas you can also do ultrafast. Again it's channel bonding and/or modulation. However, DOCSIS 3.1 supports more bonded channels and more efficient modulation schemes than DOCSIS 3.0. So even though your modem might support DOCSIS 3.1 it might not be available due to head-end capability. 

 

By 'modem' I mean the NBN box.

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Level 4: Private Eye

Re: Super Fast add on woes

Yeah that's definitely not right. If you have HFC it's a high likelihood that you can get superfast.

 

I got told 2 days ago by a Telstra support rep that superfast plans weren't a thing and 100Mbps was all I could get - which was total BS. 

 

The reps seem to change every 6 or 7 hours, so just keep asking and refuse to let them close the ticket until its actually resolved.

 

Or just go somewhere else, I was very close to giving up and switching to Aussie but I got the right rep in the nick of time who got it sorted for me.

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Level 3: Gumshoe

Re: Super Fast add on woes

I was told the following by new reps:

 

As much as we would like to progres sti superfast speed, I have found out that bandwidth of HFC type is limited and not everyone under that same type can reach superfast speed, so it doesn't matter if you are on HFC.

 

But when I check on their 'check address' website, it says I am eligible.

 

I am so fed up of Telstra:-(

 

 

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Level 2: Rookie

Re: Super Fast add on woes

What premium speed are you seeing?

If it's >100 Mbps you have to be able to receive the superfast update...

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Level 3: Gumshoe

Re: Super Fast add on woes

Yes average speed I get is : 108 (download), 34 (upload).

 

The last Telstra rep. told me that they checked on an internal NBN website which is not accessible to clients. Ironically their own address check website states I can have this add on. I was also told that not all HFC addresses can support superfast addons.

 

But a part of me thinks, they are reading the notes of the previous person on the app and just cutting short their work. 

 

It is too hard dealing with this level of inefficiency.

 

 

 

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Level 2: Rookie

Re: Super Fast add on woes

Agree. The support is atrocious...

Which address check website says you can have the add on? I can't seem to find anything definitive. The address check says "Great you have HFC" or similar wording...

BTW My superfast add on is not active yet. I'll hassle platinum support tomorrow if it's not up by morning.

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Level 2: Rookie

Re: Super Fast add on woes

How long have you been waiting for activation?

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Level 4: Private Eye

Re: Super Fast add on woes

Definitely hassle them.  My activation took less than an hour, I know they say 24 hours but you've been waiting longer than that.

 

Updated some games this morning with sustained speeds >270Mbps, so pretty sweet once you get it.

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Level 3: Gumshoe

Re: Super Fast add on woes

The usual NBN telstra address check website. The interesting part is: just once a faceless telstra person on app was able to input an order to add super fast add on to my address. But then after few days someone on the backend (order tracking website) put a hold on the order.

 

When I am able to make contact on the app after million tries, they tell me differently and there is no transparency around anything. It is like hidden secrets that must be guarded Smiley Happy

 

Well at least you were able to get it requisitioned, enjoy the high speed.

 

 

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Level 2: Rookie

Re: Super Fast add on woes

Today I have gone through almost the same process.

Confirmed my account is Premium Internet  with Superfast add-on , although ist show on my account as "SpeedBoost" 

Did self install - 2 weeks ago, but never achieved any speed higher than 104 Mbps  average via "speed of me" is 97.31 Mbps

Telstra 24X7 app support chat, won't even acknowledge that  this is an issue  - has referred me to Crowd Support

Chat keeps running the line that the maximum speed is 100 Mbps 

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Level 1: Cadet

Re: Super Fast add on woes

I had simular problem, ordered "Priemum Internat" and "superfast add-on" on 30-Sept-2020. I was transitioned from HFC Cable to NBN Premium smoothly, but no "superfast".

FIXED today, rang Telstra ph 13 22 00, spoke to a person, explained the situration (3-4 times), she activated 'superfast". She said it wouls take up to 24 hrs, but took 3 mins (while I was still on the call, I saw the modem disconnect and reconnect). Now speed is 258 / 23 (speedtest).

Telstra page https://www.telstra.com.au/help/critical-information-summaries/personal/home-internet/telstra-bundle...

 

 

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Level 2: Rookie

Re: Super Fast add on woes

“Chat”. Has been escalated

Day 3:

I have checked the account, Richard . I can see you have the premium speed of 100 mbps on the connection. However you're also subscribed for a premium internet i.e NBN fast speed boost which should give you 215mbps. Clearly there has been a miscommunication here. Let me help you sort this out for you.

 

40 minutes ago.  Waiting ......

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Level 3: Gumshoe

Re: Super Fast add on woes

Just my update here:

 

after a lot of heave ho on the horrid app, I got sick of it and put in a complaint via TIO ombudsman office. No surprises, few days later a well behaved (real person) complaint officer called and explained me this:

 

NBN HFC does not "at all" guarantee superfast speeds, this is due to the substandard infrastructure put in by NBN. To guarantee superfast tier, one needs to be on FTTN.

 

After weeks of frustration, talking to dumb representatives on app, getting nowhere upon calling them, when I put in a complaint, this is what I found lol.


So no superfast speeds for me.

 

Cheers,

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Level 4: Private Eye

Re: Super Fast add on woes

So if you aren't FTTN or FTTC on HFC - what connection do you have?

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Level 3: Gumshoe

Re: Super Fast add on woes

I am on HFC. But according to assigned complaint officer, it is not enough to guarantee super fast speeds.

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Level 2: Rookie

Re: Super Fast add on woes

So in my instance - I have still not got my Superfast speed, I am getting a similar line, but have not yet filed a complaint with the TIO ombudsman office.

 

I think I have one thing in my favour - my next-door neighbour, who's lead-in comes off the same pole as mine, is with another service provider who offers up to 1 Gbps, which he has tested and says it works, but he can't justify the cost, so he has dropped back to 250Mbps. 

 

So my question would be, is it the NBN  HFC  or the Telstra POI  that dictates whether you are able to access superfast speeds?

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Level 3: Gumshoe

Re: Super Fast add on woes

So my question would be, is it the NBN  HFC  or the Telstra POI  that dictates whether you are able to access superfast speeds?


According to complaint case officer and some of very few assistants in the app told me that irrespective of what has been told/published on websites, not all HFC residents can support superfast speeds.

 

I have found no way to contact NBN on this matter to corroborate this.

 

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Level 4: Private Eye

Re: Super Fast add on woes

Yes, but your earlier post said that you 'had to be on FTTN' to get the superfast speeds - which is what the officer told you?

 

What I don't understand with that statement is that HFC would be either FTTN or FTTC if it is on NBN.  FTTC should be better than FTTN, so what they have told you doesn't make sense.  If it is neither and it's HFC all the way to the exchange then you wouldn't be on NBN?

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Level 4: Private Eye

Re: Super Fast add on woes

I would think the limiting factor is how many customers are on your segment of HFC, there are only so many channels and if it is getting close to being fully saturated then you might miss out.

 

Personally I would find out what provider your neighbor is using!  I was very close to doing the switch as well due to the run around with this.

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Level 3: Gumshoe

Re: Super Fast add on woes

I thought the same but they all insist that it does.

It has been a nightmare dealing with Telstra re this.


Cheers,

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Level 3: Gumshoe

Re: Super Fast add on woes

LOL, this got even better. Only Telstra can top above mentioned horrible experience: 

 

they are reducing my upload speed. Currently I get 100/40, from Dec 3, they are reducing it to 100/20. According to them this is the standard premium NBN speed combination.

 

Sigh..

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Level 2: Rookie

Re: Super Fast add on woes

Same problem here paid for the highest speed boost and its actually is slower now, Called them up and really had no idea how to fix it. Been this way for weeks now.I might cancel it I reckon.

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Level 3: Gumshoe

Re: Super Fast add on woes

I talked to an NBN techie today and he confirmed this:

  • not all HFC infrastructure can support superfast add-ons
  • NBN premium speed is 100/20 and not 100/40

and most interestingly, if ISP provider wanted, they could raise the speed from 100 to 150 with any HFC infrastructure. Whether they will do it is another thing.

That is the end for me for this query. It has been a very frustrating learning curve.

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