Increased NBN speed

[Synodontis]

Hi all,

 

A few NBN threads in this section so figured this would be the right spot.

Not sure if how we fixed our situation could help anyone but worth a shot if your 100% sure the problem is not in your home wiring.

A little back ground.

We have FTTP so when first connected I think the plan we had something like "speeds up to 50/20" in reality what we had in real world was 20/10. The modem is hooked to the box inside with a 2M cable, & sits on the same stand with all game consuls / PC, so very close. I have Xbox OneS, Xbox 360, PC, Fetch TV, Yamaha CX-A5100, Yamaha BD-A1060, Sony UBPX800 & A Samsung TV. There are also- 4 iPad's, 2 phones, Playstation3  & a PC monitoring the fish tank. Not so scared of using bandwidth in our place 

I called to complain about the speeds we were getting, I got the usual run around from Optus, restart your modem, check all connections & the biggest one to get up my left nostril was the "speeds up to 50/20" depending on traffic & high usage times.

Decided to up the plan to unlimited & 100/40, real wold speeds went to 40/20. Back on the phone & was given a repeat performance about restart your modem, check all connections & "speeds up to 100/40" depending on traffic & high usage times. I was starting to get grumpy. Had a think & decided to attack from the rear.

As soon as they brought up the "speeds up to 100/40" I explained that I understood the "up to" part, then asked what the minimum speeds were for the 100/40 plan? They couldn't answer that one! They had no idea what the minimum was or should be. I then explained that with the 40/20 or below we were getting it was less then the much cheaper 50/20 plan they had at the time. "So in reality your advertising / selling a product you can never supply at an inflated price?"  This kinda threw a spanner in the works for any reply & was then passed on to a supervisor. They still couldn't find an answer so we were given a discount back to the cheaper 50/20 plan.

For 3 months I speed checked & kept a record of what speeds we were getting at least once a day. Each month I would call Optus giving them the same "So in reality your advertising / selling a product you can never supply at an inflated price?" & each month we would get the discount.

Guess what happened in the 4th month

All of a sudden we started getting 80/35 without any warning. Continued checking that month & at times we were getting 98/38. I couldn't call for the discount anymore Since then we have never been under 75/30 & average 90/35 give or take.

Hope it might help someone

 

[davewantsmoore]

10 hours ago, Synodontis said:

Hope it might help someone

Absolutely!  If your ISP is not delivering the "advertised speed", then the best thing to do is complain, and move ISPs if that doesn't work!

 

FWIW, this is not "NBN" advice, as it's nothing specifically to do with the NBN.   It's to do with ISPs who choose to deliver less to the customer, than the channel they buy from their wholesale provider(s) is capable of.

 

 

On the NBN.   All services are capable of operating up to very close to their rated maximum speeds  (if the ISP chooses to allocate enough resources).   Except for FTTN, which the speed depends on the condition of your "telephone" network (in your house and in your neighbourhood), and only below 25mbps performance is a "problem".

 

Satellite and fixed-wireless.... it depends on where you live.   In some areas, the network is oversubscribed - and switching ISPs will not help.    A good ISP should be able to investigate and explain that clearly to you.

 

[davewantsmoore]

10 hours ago, Synodontis said:

Hope it might help someone

... but it does go to show that a lot of the "NBN issues" people have are not issues per se with the NBN itself .....  but with their ISP (the way their ISP purchase wholesale internet, and provides technical support)

 

 

Lots of people want us to believe "the NBN is sh!t" ... and we should "sell it to someone else who can do it better"....    If that happens, then NBN network may very well be run just like the ISPs who purchase services from it.   

 

This won't be a good situation, as it will be difficult to tell who is at fault, the ISP or NBN ... and if the NBN is at fault, what can you do?.... complain to your ISP (they are NBNs customer) .... but what if that doesn't work?   Change ISPs?  Won't help.

 

... and when the "privatised" NBN gets intentionally run into the ground (for profit) .... what will we do?  Bail them out.    This will be a bigger and better excuse for corporations to deliver less service for more $.

[Dolphy]

FWIW: This applies to all Telcos. If you raise an issue and they are unable to resolve, it is important to allow them time to resolve.

 

When the time has lapses or no solution is provided. Politely tell the CSR that you will call the TIO (Telecommunications Industry Ombudsman) and that you will raise a complaint. This typically gets their attention and they should refer you to someone to assist further.

 

You willneed to provide: issue, number of times called and any reference IDs that have been raised to investigate the issue. The Telco automatically gets fined and they are required to provide a reponse within a set time period (it might be two weeks).

 

[Synodontis]

7 hours ago, davewantsmoore said:

FWIW, this is not "NBN" advice, as it's nothing specifically to do with the NBN.   It's to do with ISPs who choose to deliver less to the customer, than the channel they buy from their wholesale provider(s) is capable of.

Good point Dave,  I should have been more specific as it is a ISP problem. I think because we don't have access to the NBN directly, ISP's have become generic for the NBN for complaints.

 

7 hours ago, davewantsmoore said:

Lots of people want us to believe "the NBN is sh!t" ... and we should "sell it to someone else who can do it better"....    If that happens, then NBN network may very well be run just like the ISPs who purchase services from it.   

 

I'm one that believes there is a lot of potential for the NBN here, once ISP's stop throttling back available speeds. I have heard in parts of the world 1G download speeds over NBN. To get that here you would need a bonded connection which I did look at through one ISP. The costs involved just weren't justifiable in the end. That was through a dedicated gaming ISP.

 

7 hours ago, davewantsmoore said:

This won't be a good situation, as it will be difficult to tell who is at fault, the ISP or NBN ... and if the NBN is at fault, what can you do?.... complain to your ISP (they are NBNs customer) .... but what if that doesn't work?   Change ISPs?  Won't help.

So very true, ISP's are the problem & changing wont fix anything. Just keep annoying them polity but firmly. 

 

5 hours ago, dolphy said:

When the time has lapses or no solution is provided. Politely tell the CSR that you will call the TIO (Telecommunications Industry Ombudsman) and that you will raise a complaint. This typically gets their attention and they should refer you to someone to assist further.

This was going to be the last resort option & worked well with AGL. Always keep this option open when dealing with any large multi national company. Their #1 priority is bottom line, customer service & problem solving is not really a concern, it's a department they have to have so the ACCC is happy The longer you keep them on the phone in a single call the better it works for you. They get questioned from above because not getting through enough calls lol.

 

[davewantsmoore]

50 minutes ago, Synodontis said:

Good point Dave,  I should have been more specific as it is a ISP problem. I think because we don't have access to the NBN directly, ISP's have become generic for the NBN for complaints.

 

I'm one that believes there is a lot of potential for the NBN here, once ISP's stop throttling back available speeds. I have heard in parts of the world 1G download speeds over NBN.

1Gbps connections (400mbps upload) over the NBN have been available since 2014 to everyone connected with FTTP.... they don't require any type of "bonded connection".

 

My ISP charges per day, and let me change my plan daily (even to "no plan" if I don't need the internet connected for a day or three).   It's $9.50 per day for 1000mbps down / 400mbps up.    I currently have 50/20 .... but I could have 1000/400 within an hour or two if I want.

 

Most ISPs do not advertise a plan to residential users which is this fast.   Some ISPs will provide the service if you ask.   Others are not interested in that market.

 

50 minutes ago, Synodontis said:

which I did look at through one ISP. The costs involved just weren't justifiable in the end.

By the time people really want (and will make use of) 1gbps-ish connections .... They will be available to everyone (~67% of us) with a connection delivered with FTTP, FTTC, FTTB, or HFC

 

~29% have FTTN .... and the rest have wireless, which and these have an unclear upgrade path, but could all be capable of > 1gbps if the right strings are pulled.

 

50 minutes ago, Synodontis said:

So very true, ISP's are the problem & changing wont fix anything

Sometimes changing ISPs is a very very good move.....  but it's important to know what the real issue is first (sometimes changing ISPs won't change anything).

 

I'm honestly surprised you got it "fixed" with Optus, unless there was some sort of fault which was corrected without you being informed.....  but like you say - complaining loud and strong (and threatening to leave) is a good first step.

 

50 minutes ago, Synodontis said:

They get questioned from above because not getting through enough calls

Really?

 

I used to run (well before the NBN) the tech support division of an ISP.    The TIO did not have this metric as far as I am aware.