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Level 2: Rookie

Telstra Support: DSL Speed Troubleshooting Procedure

Telstra is able to remotely monitor their customers’ DSL speed. I received a legit email from Telstra recently, stating that they had been monitoring my internet speed, along with what the maximum achieved speed was, and offering to put me on a cheaper plan. Presumably, they are monitoring the modem sync speed.

 

Checking the modem sync speed should always be the starting point when troubleshooting slow DSL speeds. Why is it then, that when I call Telstra Support about my slow internet connection, they don’t just go ahead and remotely check my modem sync speed? Why do they instead insist that I perform speed tests using a single device connected via ethernet? Many customers won’t be able to do this, either due to lack of knowledge or lack of equipment (e.g. many wouldn’t even own a device with ethernet anymore).

 

Is this just dysfunction of their process? Or is it a deliberate attempt to use their customers’ wifi and/or number of devices connected, as a scapegoat for slow internet speeds?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Support: DSL Speed Troubleshooting Procedure

It could be the support people in the call center don'y have access to the sync speed. Sync speed is also not the only factor effecting speed. There could be a network fault causing congestion that is causing the slow speed or any number of reasons that could cause the slow speed.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Support: DSL Speed Troubleshooting Procedure

@Ann0yed

There are test tools available that will display Sync speeds for the service that Front of House consultants are able to see (Both for ADSL and NBN).

They still need to determine if the actual speeds you are getting are within spec for what would be expected based on that sync speed (TCP overheads and such basically mean that the Sync speed will never be achievable in 'real world' tests). Also having a low sync speed itself may not be indicative of a fault (As that can be due to distance from the exchange/roadside cabinet)

They ask to do it on a device connected via Ethernet because it will give the most accurate result.

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
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Support: DSL Speed Troubleshooting Procedure

@Yastiandrie
Do front line consultants have tools to test for electrical faults on NBN DSL such as low resistance to earth on one, lower or higher than expected impedance on the line.

In the Telephone exchanges there used to be a sultan that periodically tested each line for electrical faults. Do they have the same thing in Nodes.

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Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Support: DSL Speed Troubleshooting Procedure

The NBN NCO can see a lot of information about the connection and line state for the node to premises link (some of it requires a test tone to be injected by a technician though). Don't know if Telstra gets access to that (TPG can see what the modem sees).
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Support: DSL Speed Troubleshooting Procedure

@cf4

In theory yes. FoH consultants can potentially run Metallic Line Tests which will display voltage, resistance, and capacitance on the line

 

 

Sultan's also still used for PSTN Smiley Happy

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

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