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Level 3: Gumshoe

Very Slow Cable Internet Speeds since June 2015 (Daily)

Answered

Since June 2015 my cable internet speed has been dropping to an average of 2-4mbit every night, I was hoping that others may be able to advise if they have had similar issue.

 

Hardware: Telstra Gateway MAX Modem

Connection: Fixed (LAN Cable)

Location: South Australia

Date problem occured: June 2015

 

* Speed boster enabled

* Not shapped

 

The speed drop is very consistant, high peak time around 8pm it drops as low as 2mbit, and increases in speed around 11:45pm returning to 120mbit.

 

Here is my checklist of whats happened so far.

 

  • 3x technicans given the house the all clear
  • 3x case managers - both have closed the issues off with no resolutions in the notes
  • $2,730 in credit with another $500 today because they said they can't fix the problem since they dont actually know what it is - case manager #3
  • Telstra 4G modem (USB) 150gb Data (given for free via case manager) in an attempt to shut me up
  • I haven't paid a single bill since June 2015, which just goes to show how poorly this has been managed

Its beyond ridicolous, I specifically told my last case manager today not to close my issue off, since the previous 2 had done so, and yeah... he did just that. It seems I've been given promise after promise with esclations and nothing has actually been done.  I've rang compliants department to get an onshore person and they were good, but I was pointed back to offshore support.  We can't use our internet off a night due to the speeds and spikes.

 

Here are my speedtest results...

 

graph.JPG

 

slow speed results 2.jpg

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 2: Rookie
Accepted Solution

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Mi1amber , i have been suffering from the same issues as you for the last 5days now. but i stumbled on a forum post which suggested changing the modem frequency . changing the frequency to 438000000 has fixed my issue. 1/ Log in to the unit (192.168.0.1) 2/ Then click on MTA status and enter in 438000000 in the box next to starting frequency. 3/ Once you have done that, click save and restart the device. If you have the Netgear CG3100D-2 unit, follow this guide below. 1/ Log into your unit (192.168.0.1) and go to connections in the list. 2/ Unscrew the coaxial cable at the back of the modem for 30 seconds and then continuously click on connections tab and witness the 1st frequency to see when it shows 359000000. 3/ When you see 359000000, screw back in the coaxial cable and in the meantime it will change to 438000000. 4/ Check to see if the 1st frequency has changed to 438000000. If not, repeat until you see the frequency 438000000.

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Mi1amber

I'm sorry that your service hasn't been performing as well as it should be.

It sounds like what you're dealing with is Network Congestion - this typically occurs at night from 5pm until midnight, and will happen every night. 

Unfortunately there isn't a simple resolution, congestion occurs through the affected area, due to how many people in the area are connected and using the service in peak times. The only way it can be resolved is if the network in the area is upgraded, which isn't a process that can be completed quickly. 

Have the Technical Support teams discussed congestion being an issue with you?
 

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Steph

 

They did mention it and advised that there was no solution, if this was infact the problem.

 

I can't use my internet at all with these speeds, problem is Telstra are charging people premium dollar and its meant to be a Tier 1 company.  Ethically they shouldn’t be welcoming new people on board if there is congestion, but I guess the $$ talks.

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Level 2: Rookie
Accepted Solution

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Mi1amber , i have been suffering from the same issues as you for the last 5days now. but i stumbled on a forum post which suggested changing the modem frequency . changing the frequency to 438000000 has fixed my issue. 1/ Log in to the unit (192.168.0.1) 2/ Then click on MTA status and enter in 438000000 in the box next to starting frequency. 3/ Once you have done that, click save and restart the device. If you have the Netgear CG3100D-2 unit, follow this guide below. 1/ Log into your unit (192.168.0.1) and go to connections in the list. 2/ Unscrew the coaxial cable at the back of the modem for 30 seconds and then continuously click on connections tab and witness the 1st frequency to see when it shows 359000000. 3/ When you see 359000000, screw back in the coaxial cable and in the meantime it will change to 438000000. 4/ Check to see if the 1st frequency has changed to 438000000. If not, repeat until you see the frequency 438000000.

View solution in original post

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hello EreN

 

This evening I reverted back to my old Netgear CG3100D-2 to see if that would fixz the issue and it didn't!

 

I will put my Telstra Max back on tonight and reactivated my account with it and do as you suggested.  Have you had much success with the fix you mentioned?

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Yo Mi1amber , changing the frequency has worked for me 100% . the old frequency @ 4pm to 11.30pm (roughly) i would get speeds about 4mbit / 10mbit . i complained to telstra many times and yet they say everything is good on my end. i did some researching and found a forum post about this. it suggested changing frequency and i was amazed how it gave me my old speeds back 113mbit down 2.30 up. i hope this works for you , i know that frustrating feeling ! goodluck!
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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Please can you help me find MTA Status? Its not listed under advanced on my modem?

 

I am using Telstra Gateway Max

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Mi1amber,

 

Can I ask why you are wanting to change back to the old modem? 

 

If an order is stuck in provisioning, it needs to be escalated to a specialist team to resolve and it can take several days depending on their workload. The best team to speak with about this issue is Accounts on 13 22 00 or via Live Chat http://tel.st/hsc3

 

- Shelly

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

The Telstra person suggested we try the old modem because my speeds were no greater than 2mbit.


The issue is the exchange, I got a call today from an engineer and he advised that there is massive noise on the lines from Edwardstown exchange and its too congested. Whirlpool is flooded with the same issues across QLD, NSW and SA.  It seems your company is taking the cash, but not providing the service since the Telstra Technicians and Engineers have all told me the same thing.  It costs too much to upgrade.

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

I have no information about congestion on Cable networks, so I would have to defer to the technicians diagnosis on this. Noise on the network can affect performance and I would expect the technician to have raised an issue so that the network can be investigated further. 

 

Noise within the HFC network could affect a number of services. 

 

Have you returned to using the new Cable modem as it appears that using the old one will not make any change?

 

- Shelly

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Shelly

 

Thanks for the reply, yes I have returned to the Telstra Gateway Max and it is now activated, the speeds will unfortuntely drop again anytime within the next hour to 4mbit until midnight which has been happening every day now for the past 3 months.

 

The technican said that Telstra are aware of the noise issue, but conjestion is a bigger issue.

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

As that is what you have been advised, I can only recommend that you submit a formal complaint via any method listed here: https://www.telstra.com.au/contact-us/feedback-complaints

 

- Shelly

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Eren mate you are a legend. My internet is back!
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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Evanos,

 

Thanks for the update and glad to hear that a change to the frequency has resolved the issue for you as well Smiley Happy 

 

If you are happy with the response that Eren has provided then please remember to provide Kudos for the post Smiley Happy 

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

I have exactly the same problem - cable ultimate, 100+ Mb/s down normally. Now 1-6 Mb/s during peak hours!!! Outside of peak hours back to 100+ Mb/s speed.  Have gone through the turn off/on modem 10 times with support staff, but its clear that the issue is not on my end if I get the normal speed during off-peak hours.

 

In addition, I am getting 500+ ms pings so my internet is unusable for anyting that requires a low ping connection.

 

speedtest.jpg

 

I am extremely disappointed with this service, given that I am paying for the highest broadband package that telstra offers.

 

I have contacted technical support and the issue is being looked at but nothing has been done since.

 

 

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi CableUser101

 

So that we can get the best information for you, I'm flagging your post with our Social Media Tech Team, who will make contact with you later today to investigate this further. 

 

Regards 

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi CableUser101,

 

If your issue is identical to that of Mi1amber then I would suggest that you follow the suggestions that they were provided and submit a formal complaint if you continue to experience difficulties.

 

- Shelly

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi eRen,

Tried your solotion and second time frequency is showing 470000000 versus 438000000, guess this is better.

 

full modem details as below:

Telstra Modem Settings.jpg

 

 

 

 

 

Getting average download of 35-36  mps at around 1am.

 

Any further suggestions with this solution to optimise above results?

 

Thanks,

 

Dazler

 

 

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

hi Shelly,

 

i have submitted an official complaint. After a month of analysis, dozens of calls, 3 technician visits, fixes at the exchange telstra finally admitted that the network is congested and they can do nothing about it.

 

Basically we are getting ADSL1 speed for  premium internet price.  A lower download speed (not single digit) wouldn't bother me that much but the insane ping just too much to bear.

 

This is a ping test to www.telstra.com.au at 9:30pm.

 

telstra pingtest.jpg

 

And here is the matching speedtest.

 

http://www.speedtest.net/my-result/4728042811

 

Many people are experiencing this

 

http://forums.whirlpool.net.au/archive/2436572

http://forums.whirlpool.net.au/archive/2453699

http://forums.whirlpool.net.au/forum-replies.cfm?t=2245961&p=42

 

It's time Telstra did something about this. 

 

 

 

 

 

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi CableUser101, 

 

Is the complaint that you submitted still open?  At the end of the investigation they will usually provide you with a letter or email detailing what has been discovered in the investigation, what actions we have taken and what options you have if you would like to follow this up further.  Did you get one of these?

 

- Ben D

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

I haven't received any email about the case. The problem still exists. 

The answer is simple - the netwrok is overloaded and telstra doesn't want to spend any money on this because they sold or selling their HFC network to NBN. In the mean time, Telstra's plan is to get on as many customers as possible, no need to guarantee any service quality, no need to fix anything.

Very disappointing.

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Cableuser,

 

I can assure you that isn't the case. If you have any references handy I can follow up the case for you.

 

Brodie

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

CableUser101 100% agree with you. I am experiencing the exact same issue as you mate and have been trying to fix it for 5 months to no solution (3 case managers, 4 technicians, probably 100 phone calls), I am just about to give up, getting absolute bent over by Telstra $$$$ talks for them not what is right for the paying customers of premium internet.

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi all,

 

Unfortunately i am now in the same boat as you all!!

 

I am in the boat where telstra says that all of sudden your intenet speed is down due to congestion.

 

That in the past 3 to 4 months there have been so many people join up with telstra that my cable internet speed went from a little over 100mbps to under 4mbps.

 

I complained to telstra a month ago and got a so called case manager assigned to me who basically was the middle person between tech support and me.

 

A tech came to my house and changed every bit of old hardware in and out of my house, even in the pit across the road....after all that the speeds were still low.

He advises me to esculate it to a level 2 tech.

I informed my so called case manager of this outcome several days later as she did not call me back after his visit, and mind you she had no idea of what the tech did at my house, what a joke, and she said she will get back to me.

2 days later she calls me again at about 7pm and tells me a bigpond tech want to talk to me. So i start to speak to him and discover he has no knowledge of the tech coming out to my house and what he has done. He puts me on hold.....comes back 3 mins later and tells me that my complaint has been closed. What the!!!! We just spoke to the case manager together not more than 5mins ago when she introduced us.....he said there was nothing he could do. What the!!! I then get a call back from the case manager an hour late and she asks how did i go with the bigpond tech? What the!!!! She had no idea of our conversation......she said she would get back to me.

Tonight  she calls me and informs me there is nothing she can do.....check!

The techs have closed your case as they have done everything.....check!

And basically due to congestion im screwd.

Congestion that blew in from no mans land several months ago.

I said to her in a frustrated manner that do you think its fair that a. You have no resoution and b. Should i be paying $100 a month for 4mbs.

She had no answer and said she would get back to me. Pathetic and not good enough.

I told her that i would complain to the ceo - theody - is he still around or gone walkabout with my 96mbps.

I guess we are back to the dial up age of yesteryear. I feel sorry for the young kids who have to go through the trauma of a mouse running on a wheel to produce internet speed.

 

What a pathetic and sad company telstra is and not to mention the poor fools who have shares in this pathetic excuse for a conpany.

Speedy gonzales got out just in time with money in his pockets they could have used for the upgrades...not!

Wait to hear back from my complaints drainer......

 

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi 

 

If you can let us know your Complaint reference number, we can chase your Case Manager up and get her to make contact with you. 

 

Regards 

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Lindy,
Did you read my online spill above or just see complaints and then handball back to the person who couldn't help me, my case manager.
Your comment at 6.30am this morning makes no sense.
But hey as my internet speed is about to slow because people will be waking up soon and you know what that means, CONGESTION!!
Maybe the chemist has something for that, CONGESTION!!

My complaints reference numbers are as follows -
SR1-605146455301.
SR1-627531590100.

To my fellow ship mates, i need a laugh after dealing with telstra, i will let you know how, Lindy the moderator does....
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

I understand your frustration, however some Customers assume that the issue is congestion and that nothing can be done, so we always check to make sure that it has been confirmed as congestion. 

 

It would be crazy for you to continue on paying for a service that is not up to the standard that you want, and assuming it is congestion, but then someone investigates and finds it is an issue that we can actually resolve and could have some time ago. 

 

I have requested that your Case Manager contact you with an update to your concerns. and you should be hearing from them sometime today. 

 

Have a great day Smiley Happy 

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Do you proof read what you type before you press send.
Fact TELSTRA informed me it was congestion.
Fact TELSTRA closed my complaint.
Fact TELSTRA case manager informed me there is nothing more she can do.
So is TELSTRA wrong or incompetent by not exhausting every possible solution? ?
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Telstradud,

 

We still have open and active complaints with you. I just checked and we have a callback scheduled with you today. Hopefully you get some resolution with them today.

 

Brodie

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Brodie,

 

It is 10.20pm and no one called me today.

What now?

And how do you have open complaints for me, when my case manager closed them yesterday?

This is exactly my point with Telstra, you have no idea what is going on in your company.

Then you wonder why people get frustrated and angry, dealing with such stupidity.

 

On a seperate issue with Telstra...i have a banner across my My Account Page, that says i owe Telstra money and i have never owed Telstra anything and they admit they made an error but that Telstra put it there over a year and still to this day, this very day on Nov 19, i recieved another text from Telstra saying they are still trying to remove it.

 

Telstra needs to review its procedures and IT software to make it more productive and effiecent.

 

It is 10.30pm and i am still waiting for that call from my case manager......

Highlighted
Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Brodie,

It's 9.06pm and still nothing from my case manager.
Nothing all day.
What should i do now???
Highlighted
Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hey Brodie, where are you???
It is Monday 23rd and still nothing from my Case Manager.
Do you i keep waiting? ??
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Telstradud00

 

I've passed on your comments to your case manager. I've also requested that they follow up on this and contact you with an update.

 

Ben

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi All,
After having Lindy, Brody and Ben supposedly look into my problem of having Telstra dial up speed on my internet of 4mbps in 2015, i received a call from my case manager who repeated exactly what she said to me last week, that Bigpond Tech Support has done what they can (having 1 tech come to my house must be all they can do) and she can't help as she is billing.
Her solution today was to give me $20 off permonth.
She seems to think that $20 permonth is adequate solution for paying $110 per month (the $10 on top of the $100 is for.....wait for it.......SPEED BOOST.....TO GET FASTER SPEED. SO IF I AM GETTING 4MBPS NOW WITH SPEED BOOST, WITHOUT IT I WOULD GET 1 MAYBE 2MBPS) and having to live with snail like internet speed every night for me and my family......WE BOTH WORK AND OUR KIDS ARE IN SCHOOL!!!
Is this a joke or what! !!
So Lindy, Brody and Ben, where to from here?
I eagerly await your response......
Highlighted
Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Also further to my previous comment....my case manager told me she was going to close my case under UNSATISFIED as i didn't jump for joy and accept her $20 permonth discount offer, but most importantly, TELSTRA ALL OF SUDDEN HAVING INTERNET SPEEDS OF 20 YEARS AGO!!
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Telstradud00,
 
I'm sorry to hear that you and your case manager were unable to agree on a resolution. A letter has been sent to you advising of the resolutions offered by your case manager and that the next escalation point regarding your service is the TIO.
 
Nick

 

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Nick,

 

You are now the 4th person from Telstra to comment on this Telstra Crowd Support Website....and this is exactly my point with Telstra.....you are too big for one Telstra rep/person to start and finish with me until my problem is resolved.

 

Anyway, back to your response to my last comment.

There wer no resoultions offered by my case manager. Just a slap in the face!!

So you feel that $20 per month discount on a $100 plan for 100mbps is sufficent compensation???!!!

Do you understand that the excuse all of a sudden of congestion, is pathetic from Telstra!

Do you understand how hard it is to function with 4 people on the internet at night on 4mbps!!!

Do you understand how pathetic your response is, to take my massive problem to the next level, the TIO!!!

How is the TIO going to rectify my slow internet speed if you, Telstra, cant or won't rectify the problem.

 

If Telstra is unwilling to rectify my problem until the NBN is rolled out in my area, which starts in 2017, then i should be paying no more than $20 per month to have to live with poor pathetic internet speeds of 4mbps.

So not $100 permonth. Not even $80 per month with my case managers pathetic offer.....$20 per month in total.

Do the math....$100 per month for $100mbps. So that is $1 per mbps. Therefore i am getiing roughly 4mbps....so fair would be $20 per month.

 

Take that to my case manager....

 

Highlighted
Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

HEY LINDY, BRODIE, BEN AND NICK!!!!

 

WHAT HAS HAPPENED WITH MY PROBLEM??

 

I HAVE NOT HEARD FROM EITHER OF YOU FOR DAYS.

 

WHERE TO NOW??

 

HOW DO I SOLVE MY PROBLEM??

 

STILL HAVE NOT RECIEVED ANYTHING FROM TELSTRA, NICK!

 

WHAT A COMPLETE LOAD OF BS FROM THE 4 OF YOU......

WE CAN FIX YOUR PROBLEM!.....

LEAVE IT TO US, WE WILL LOOK INTO IT FOR YOU!

 

THE 4 OF YOU HAVE DONE NOTHING BUT MADE IT WORSE. WHY DO YOU ACTUALLY GET ON THIS FORUM AND SLING BS ABOUT BEING ABLE TO FIX PEOPLES PROBLEMS.

 

PATHETIC!!!!

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Sorry you feel that way Telstradud00. As advised by Nick there isn't much we can do unfortunately. You should receive a letter soon outlining the options available to you from here.

 

Brodie

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi There,

 

I am keen to try this solution, however I apparently need a login to the modem. How would I get access to the name and password for that? 

 

Im not so tech savy, I have recently moved house and have moved my cable package with me - the move went fine - but the speeds i am getting just a few streets away is apalling.

 

I am lucky to get 5mps and sometimes less than that. Drop outs and issues occur - and it seems to be anytime of day - not just those that you would think are high useage times.....

 

Anyway - I hope that there is a simple way to access my modem - so I can try the solution you have posted.

 

Cheers

 

Fricster

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Fricster1,

 

The web interface for the CG3100D-2 is similar to the CG31000 version 1. 

 

To access the modem user interface, type 192.168.0.1 in the address field of the browser. If this doesn't work try 192.168.100.1

A login screen popup appears (as per other Netgear routers). The default login settings are User ID: admin Password: password

 

Gateway status

 

Nick

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

I feel for the Telstra staff / moderators here and see they are not personally responsible for the dead dog cable service.

 

My connection speed graph is similar to that of a person having a heart attack ... occasional speeds matching the sales advice.  Perth is a part of Australia and I somehow get faster connections using a VPN than without.

 

I am tired of trying to understand poor English from support staff - not a bigot, just have trouble communicating.  No doubt they feel frustrated too.

 

Connecting with Telstra cable is similar to a roulette wheel when it comes to getting close to what I paid for.  Resetting everything has become a source of major frustration: I paid for a fast top quality cable service and real world results confirm it is a unicorn.  A unicorn would be worth a fortune ... so I guess I have a geriatric gerbil with a plaster cast lugging the cable service as best as possible.

 

Here is the thing ... excuses from terrified support staff begin to generate misplaced anger.  Deliver the fast cable service that I paid for OR fix the damn problem.  It rains and my cable connection speed to Brisbane can drop to 2 mbs.  I live in Brisbane!

 

I like(d) watching SBS Ondemand and iView but the wobbly wheel of unstable connection speeds (downloads) has suck the life out of this little joy.  I have a 1 tb cloud account and have never once ever been able to complete a single secured (Acronis) system backup since early this year.  

 

When I can't back up my PC - I am beginning to become increasingly angry over what used to be a great service.

 

The problem is not personal (ie Telstra staff / phone support).  And I am not upset with anyone trying to help me.

 

Eventually, excuses become boring then frustrating then ..... psych ward admissions increase Smiley Happy

 

Pray for those poor Telstra cable customers who huddle around a fireplace to hear tales of 50 mbs download speeds.  I witnessed such a thing and it was good.  Now I am just one more of the walking dead (Telstra cable users) who have developed RSI from trying different incantations and supplications to the Internet God.

 

Must be ISIL

It was like this when I got here!
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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi McCullett2

 

So that we can get the best advice for you, I'll be forwarding your concerns to our Social Media Tech team so that they can touch base with you once they return to work on Monday

 

Regards 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 3: Gumshoe

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi folks

 

I see that the dreadfully slow (like old people %%%%) download speeds have been solved.  Huzzah!!

 

But wait, there's more ... the solution is on the right track (a good try) but my service is the worst it's been in 10 years on Bigpond cable.  I live in Brisbane and my PING (Telstra server) is > 400 and download > a fragile 5 mbs.

 

To everyone who shares the problem of slow download speeds, might I suggest we work the problem and not insult people who are trying to help.  I'm frustrated too.  But I see no point in misplacing my frustration on Telstra staff or other contributors.  It helps no-one and causes these poor buggers a lot of stress.  Bad manners etc.

 

I hope I get some help that resolves my slow download service.  I have a flaky modem, went to a Telstra shop and was told to call support for a new faster modem compatible with AIR.  No disrespect to the call centre folk but I admit it's difficult to understand their accent and they might feel the same with mine: so not communicating well.

 

In my situation, the environment (hardware / software) hasn't changed significantly except for the addition of Acronis Clowd 2016.  I've never managed to backup my PC (not everything) once.  I can backup to my NAS in a flash.  My motherboard is highend with the latest drivers for everything.

 

I have some problematic mobility issues so tinkering with stuff (physically) is not really an option for me.  I really do rely on my cable internet service to help connect me with the world.  When it fails to work reliably, then I become unecessisarily isolated.

 

BTW Telstra gods ... I think there might be a scripting error on CrowSupport pages because I keep getting new survey tabs opening at regular intervals.  It's fantastic to know that you invite my opinions but I might have to start charging if I answered them all Smiley Happy

 

I have noticed that whenever it rains heavily in my area, the internet speed crashes 100% of the time.  Perhaps there is water in one of those copper wire thinggys?

 

Thanks for your help.  Fingers crossed that we might stumble onto a solution.

 

Mike

It was like this when I got here!
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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi mcullet2,

 

i agree you cant blame the support staff at telstra, but with all the complaining on this site from frustrated customers why is there no solution given by telstra.

 

BASICALLY TELSTRA DOES NOT CARE ABOUT ITS CUSTOMER ANYMORE!!!

 

i heard the same BS from Lindy, the moderator, who responded to your complaint and after several weeks and several more responders on this site, got a huge $20 off my account, from a $100 a month account....big bloody deal!!

 

TELSTRA BELIEVES THAT $20 DISCOUNT IS ACCEPTABLE FOR 4MBPS (AND CURRENTLY WITH THE HOLIDAYS, EVEN SLOWER SPEEDS)......I AM STILL WAITING FOR A LETTER FROM TELSTRA WITH MY APPARENT NEXT COURSE OF ACTION....WHICH I BELIEVE IS GOING TO TIO.

 

PATHETIC!!!

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Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hello Telstradud00,

 

I can see that you have mentioned that you still have not recieved your letter from your case manager. 

As advised a letter should have been sent when the complaint was closed as unsatisfied. I have raised this to have the letter sent again to you.

 

- Nick

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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Level 2: Rookie

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Nick!

 

Feburary 5th, 2016 and i have yet to recieve anything from Telstra.

Maybe emailing it would be a better option.

 

What do i do now to help stop my frustration of rediculously slow internet cable speed.

 

I await your response.....

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi,

I am havingf same issue. Can you please send me the link for the forum as I have tried every thing and 3 telstra techs have visited my place already.

 

The spped becomes ok after midnight on week days and stays fine till afternoon which is 113MBPS down / 2.4 MBPS UP

but in peak times it becomes 2-5 MBPS DOWN / 2  MBPS UP and we can't even stream youtube videos in HD Smiley Sad

 

 

Best regards,

Osman Ajmal

 

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Level 1: Cadet

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi,

I am having same issue. Can you please send me the link for the forum as I have tried every thing and 3 telstra techs have visited my place already.

 

The spped becomes ok after midnight on week days and stays fine till afternoon which is 113MBPS down / 2.4 MBPS UP

but in peak times it becomes 2-5 MBPS DOWN / 2  MBPS UP and we can't even stream youtube videos in HD Smiley Sad

 

 

Best regards,

Osman Ajmal

 

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Very Slow Cable Internet Speeds since June 2015 (Daily)

Hi Osman, 

 

If you've had 3 Telstra Techs out and your service still hasn't improved then this will need to be escalated for further investigation. Our tech team can do this for you, 133 933, or you can lodge a complaint.

 

 https://crowdsupport.telstra.com.au/t5/General-Services-KB/Lodging-a-complaint-with-Telstra/ta-p/681...

 

Ben

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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