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Level 1: Cadet

Telstra lies about 4g speed on their smart modem

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4g WiFi speeds on smart modem? Is 10x slower than actual 4g on both my telstra phones on different accounts considered 4g?

Don't lie to your customers and false advertise your products. It seems as though you've limited the 4g data speeds on the sim you provided unless the smart modem really does just have a terrible antenna.

Anyone else get told that it would be 4g speed when you receive it during black outs or as you wait for the connection to be set up?
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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra lies about 4g speed on their smart modem

It is clearly mentioned that the 4G backup speed is limited to 6/1 Mbps under things you need to know at the bottom of this page.
https://www.telstra.com.au/internet/extras/modem

It is also mentioned on the smart modem faq link on the plan details page
https://www.telstra.com.au/internet

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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Telstra lies about 4g speed on their smart modem

Your 4G may have been shaped to 256kbps if it has been active too long (it has a GB limit).
If you call 1800 834 273 and ask the consultant to submit the webform to get it unshaped, then it should be back up and running again fairly quickly.

It's got the limit in place to stop people from abusing the 4G connection (eg if they try to use it like a mobile broadband device and take it with them while travelling).
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 23: Superhero
Level 23: Superhero

Re: Telstra lies about 4g speed on their smart modem

The backup speed is shapped to 6/1
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

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Highlighted
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra lies about 4g speed on their smart modem

It is clearly mentioned that the 4G backup speed is limited to 6/1 Mbps under things you need to know at the bottom of this page.
https://www.telstra.com.au/internet/extras/modem

It is also mentioned on the smart modem faq link on the plan details page
https://www.telstra.com.au/internet

View solution in original post

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Level 1: Cadet

Re: Telstra lies about 4g speed on their smart modem

I don't know what speed it is because it's so slow it wont even complete a speed test. What's the point of it if the service is unusable? I agree with you. Rubbish

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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Telstra lies about 4g speed on their smart modem

Your 4G may have been shaped to 256kbps if it has been active too long (it has a GB limit).
If you call 1800 834 273 and ask the consultant to submit the webform to get it unshaped, then it should be back up and running again fairly quickly.

It's got the limit in place to stop people from abusing the 4G connection (eg if they try to use it like a mobile broadband device and take it with them while travelling).
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

View solution in original post

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