CrowdSupport®
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Level 2: Rookie

Shaped internet connection

Hi,

 

I have purchased a cable plan and have received a Telstra Smart Modem. When talking to the folks at the Telstra Store in Carlton, they said that the 4G sim card in my modem would provide up to a 6Mbps connection speed while I waited for the cable connection to be completed. The connection appointment is this Friday (23Nov18).

 

Until then I have been using the 4G backup and the speed I was getting was ~5Mbps. This was functional and I was able to use it for my work. 

 

HOWEVER, today, when trying to use the internet, the connection is incredibly slow. After repeated speed tests using the Telstra website and others, as well as comparing to the speeds I get on my mobile; it is clear that the 4G backup has been shaped to 0.3Mbps.

 

I phoned tech support, after confirming there are no outages in the area,they told me I have to wait until Friday... this is unacceptable as I chose this product based on the fact I would be able to use the internet while waiting for the connection to be completed. 

 

After reading posts on CrowdSupport, apparently this issue has arisen before and there is a webform that needs to be submitted in order for the shaping to be removed, however after repeatedly asking the tech support people on the phone about they, they became evasive, tried to change the subject or just said to wait. I find the lack of transparency disappointing, and it is outside what I would consider the usual, good experience I have as a telstra customer.

 

Help please.

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12 REPLIES 12
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Level 23: Superhero
Level 23: Superhero

Re: Shaped internet connection

It would appear to be shaped and the web form will need to be submitted to unshape the 4g Backup, I'd recommend calling again and requesting it be unshaped.
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.
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Level 2: Rookie

Re: Shaped internet connection

Thanks 343, always good to see a Halo fan lurking about... Does the webform have a specific name/number I can use in conversation?

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Level 23: Superhero
Level 23: Superhero

Re: Shaped internet connection

Thank you Reclaimer. Mentioning that the 4G backup has been shaped should be enough, that's I'll I'd need to know before looking into your situation and submitting the webform if I took the call.
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.
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Telstra (Retired)
Telstra (Retired)

Re: Shaped internet connection

Hi tomislav87, Just checking how you went.

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: Shaped internet connection

Its been a saga so far. As there have been issues parallel with the activation of the Cable connection. Long story short I've been trapped in the Captive Portal with a CCP0004 error. However that is a separate issue that supposedly will be resolved tomorrow.

Aside from that, I do as 343 suggested and submitted the request to have the 4G backup unshaped. This was last Thursday the 22nd of November. The 4G backup still is shaped and is practically unusable.

I spoke to the cable faults team regarding the 4G issue and after a lengthy review of the history, they found the original request, apologised for the delay and have "put a priority" on getting the issue addressed. You guessed it. Another 24-48 hours.

Talk about up the creek. Shaped 4G and a cable activation error both with extant 48 hour waits attached to them Smiley Sad
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Level 21: Augmented

Re: Shaped internet connection


@Ads wrote:

Hi tomislav87, Just checking how you went.


OMG! Another Telstra staffer improving their KPIs here... How many of you do I need to report to moderators until you start to do real work here or disappear and do not spoil good work done by us, non Telstra aligned volunteers?

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
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Level 2: Rookie

Re: Shaped internet connection

I'm at a loss as to what you mean or the context here or who your comment is directed at?
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Level 21: Augmented

Re: Shaped internet connection

@tomislav87, you need to realise that most of us here, unlike @Ads, are non Telstra employees and we can help with most of the general questions, but not with Telstra's internal affairs. Unfortunately, it appears that this crowd support site has been lately infiltrated by Telstra employees like @Ads who just post pointless responses... My guess is that they are trying to improve their KPIs (Key Performance Indicators) before the end of the year and they do it at any cost - e.g. posting one liners without even reading the question...

On the other hand, there are many things that are out of Telstra's hand, particularly when NBN gets involved and that the response times are anywhere between 24 to 72 hours... And from my own experience, Telstra is battling with NBN on several fronts...

So, keep pushing, but also, be patient...

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
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Level 2: Rookie

Re: Shaped internet connection

Gotcha... I have spent a bit of time professionally developing Performance metrics. Typical scalar measures like "number of comments posted" in line with your implication are quite poor measures, low resolution measures. Good KPIs are multivariate but formulating multivariate performance metrics is beyond a lot of departments... I digress...

Getting back to my issue... Patience is a virtue as they say Smiley Wink
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Level 21: Augmented

Re: Shaped internet connection

Haha,

few years ago, I was moved from decentralised highly specialist position to central IT. I was then "performance managed" on number of Service Desk calls solved... In my area, one service desk call could involve days or even weeks of hard work - specialised scientific equipment - while my colleagues were replacing faulty keyboards and mice... Soon, I was offered redundancy due to low performance... Funnily, I am back at the same organisation as a consultant, being paid two levels more than I was at the time I took the redundancy... That should answer it all... Smiley LOL

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Highlighted
Level 2: Rookie

Re: Shaped internet connection

At this juncture, the 4G has been reinstated. Hooray. However the actual cable service, you know... The thing I ordered... Is still not working and whenever I call I am told to wait another 48 hours, with no further explanation.
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Support Team
Support Team

Re: Shaped internet connection

Hi @tomislav87

 

I'm sorry for any ongoing concern caused by the delay with your Cable connection. 

 

If you have an order reference that looks similar to 1-XXXXXXXXXXXXX, you should be able to track the status here.


While we should be able to resolve this through our normal channels & I trust that the time frames you're being provided are correct, if you're having trouble getting this resolved or investigated, you're welcome to raise a complaint through our online form here.

 

Upon submitting, you will receive a reference number that looks similar to SR 1-XXXXXXXXXXXXX & can expect contact within 5 business days.

 

Please let me know how you go.

____________________

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