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Re: 5G Home Broadband explained | What you need to know

Yesno — Thu, 25 Feb 2021 22:29:01 GMT

I'd check if they are still taking payment from your account if on direct debit and not cancelled. I've had this happen with them before also, this is why I don't like direct debits of any kind!

Re: 5G Home Internet explained | What you need to know

fenlie — Thu, 25 Feb 2021 13:06:56 GMT

I’ve had 5G Internet for a few months now but definitely, do your due diligence and research when deciding to transition, this one article I found: https://www.efax.com.au/blog/complete-guide-buisness-nbn-5g-internet#5G-vs-NBN-Conclusion provided some light on 5G/NBN have a read to Gain a better understanding of 5G.

Re: Nokia Beacon mesh System

stevemck — Wed, 24 Feb 2021 23:58:35 GMT

Thanks for that. I'll have a look.

Re: Nokia Beacon mesh System

AndS — Wed, 24 Feb 2021 23:11:39 GMT

Try the following to see if it helps:

https://forums.whirlpool.net.au/search?q=Nokia+Beacon

Nokia Beacon mesh System

stevemck — Tue, 23 Feb 2021 23:29:37 GMT

Looking to extend in-home wifi coverage from my Fastmile 5G Gateway with a Nokia mesh system. Seems the Beacon 3 is no longer available and the Beacon 6 hasn't yet been released. Can anyone comment on their experience with the Beacon 1 system, which appears to be the only one available. Thanks.

Re: Netflix Throttled

Vin_YC — Tue, 23 Feb 2021 12:44:26 GMT

Hi , thanks for reaching out to us here. Sorry to hear you're having some troubles with streaming Netflix on your 5G home broadband service. Just to confirm, we don't have throttle streaming in Netflix as personally I use the 5G home broadband to watch 4K Netflix without any issues.

Just to confirm, have you tried using Netflix on another device connected to your 5G home broadband service to see if the same problem occurs? If possible, please also try connecting a laptop via ethernet cable to the modem and trying to watch Netflix on that to see if there's any improvement.

May I suggest trying the troubleshooting steps on 5G Home Internet troubleshooting: Poor or no signal to see if they improve your upload speeds?

I'd also recommend following the steps on setting up the Optus 5G Wireless Modem just to be sure your modem is placed in the ideal location/position.

Give the above a shot and let us know how you go.

Netflix Throttled

Phealey — Tue, 23 Feb 2021 11:36:04 GMT

I have recently moved to the 5G unlimited Home plan from NBN with another Telco.

It was immediately obvious that Netflix is throttled on Optus 5G. I have reviewed previous answers here and some people noted that this could be adjusted in Optus account settings however there is no such option in my account.

Can anyone confirm how this can be rectified? My streaming speed on Netflix is 0.58Mbps but all other streaming services appear to be operating correctly and streaming 4K or UHD with no issues.

I’m syncing at the max speed of 100Mbps so I have plenty of speed available, it is just Netflix.

Re: Note20 Ultra droping calls

Tina_YC — Tue, 23 Feb 2021 04:22:39 GMT

Hey , thanks for getting in touch with us. We're sorry you're having issues with your 5G mobile. Optus was tracking reports of dropped calls on Samsung S20 devices connected to the 5G network over the last couple of months but this has been resolved with the latest Android OS update.

Since you're still experiencing issues, please send a private message to the official Optus Facebook page or Twitter page and we will give you a hand there. Tina.

Note20 Ultra droping calls

Strider1974 — Tue, 23 Feb 2021 03:50:03 GMT

My keeps dropping calls.

I have reset network access, confirmed signal strength, rebooted phone and updated all apps and software

When I reached out through the Optus app for support I was advised that the Note 20, Note 20 Ultra, Z Fold, Z Fold 2, Note 10, Note 10+, S10, S10+ & S10 Lite are all having this issue.

To say I unhappy that my flagship phone for which I paid a massive premium is constantly dropping calls is understatement. I really want to know what Optus is doing to get this resolved because as it stands my phone is not fit for purpose and I am getting to the point where I will want to return the phone and have the contract cancelled

Re: 5G home internet rollout

AndS — Mon, 22 Feb 2021 21:55:18 GMT

This thread has details that are relevant for you to check if Optus has started the process of rolling o0ut 5G in your area and also links to an app that you can check to see where the nearest Optus tower is near you.

Re: Nokia Fastmile 5g firmware version?

flying_squid — Mon, 22 Feb 2021 20:54:38 GMT

Im unable to edit my previous post but i forgot to mention the signal strength lights were green / improved after the update. Before that they were yellow unless RSRP was les than 85. Now even up to 100 odd its still green.

Re: Nokia Fastmile 5g firmware version?

flying_squid — Mon, 22 Feb 2021 18:50:56 GMT

That looks like the original firmware.
The modem should eventually update to BAD52 automatically. With those signal strengths your recieving those lights should be green on the Modem. My modem is green with similar signal strength. You will find your 5G signal light will turn on and off from time to time as its being used as mine does but it still works fine. Previously on my old firmware i only got a green signal if i was under 85 RSRP.

Re: Nokia 5G Modem PS4 Port Forwarding

flying_squid — Mon, 22 Feb 2021 18:05:38 GMT

No good. That needs to be changed in future. I nearly went to an NBN service because of that. You guys have a good product let down by too many restrictions.

Re: 5G home internet rollout

briseth — Mon, 22 Feb 2021 11:18:44 GMT

https://www.optus.com.au/for-you/broadband-nbn/5g-home-broadband/5g-home-broadband-plan

Search your address then register your interest was best I could find,.

Re: 5G home internet rollout

petergdownload — Mon, 22 Feb 2021 11:04:02 GMT

Optus won't provide any information on 5G rollout timelines. All you can do is punch your address in and if your number comes up then you've won.

Re: 5G home internet rollout

Jono_YC — Mon, 22 Feb 2021 09:11:00 GMT

Hi thanks for reaching out.

If you'd like to keep up with the latest news regarding the availability of 5G in your area, please visit our dedicated 5G website for more information.

5G home internet rollout

Camglass1 — Mon, 22 Feb 2021 08:59:16 GMT

Can you provide an estimation on when 5G home internet will be available in Bedford, WA 6052

Re: 5G Rollout in St Kilda East

tj_hudson — Sun, 21 Feb 2021 03:46:32 GMT

I just did a quick speed test on my 4G modem and it gave an average of 74.4mbps download 30mbps upload and 26ms ping. I was surprised how much difference there was by simply moving the modem up stairs near a window. Might just have to stick with this for now until we hear otherwise

Re: 5G Rollout in St Kilda East

AndS — Sun, 21 Feb 2021 03:42:13 GMT

Depends on allot of things, but in your case the biggest one is that Optus's system says it's not available, so they will not sell it to you at that address.

When it is (probably never) then if there are any buildings, trees or other obstacles between you and the tower then you will have issues. I do not know what the line of site distance is.

Re: 5G Rollout in St Kilda East

tj_hudson — Sun, 21 Feb 2021 03:08:02 GMT

So I used that app Aus Phone Towers and there’s a 5G mast less than 600m away in two directions. How close do you have to be to connect to it?

Re: 5G Rollout in St Kilda East

AndS — Sun, 21 Feb 2021 02:20:56 GMT

On your mobile download an app called "AUS Phone Towers" and see where the towers are near you and if closest tower has 5G then you are IMHO out of luck. If the closest tower to you does not have 5G then you will have to wait for Optus to install 5G and then allow people to use it.

Where I am Optus installed 5G in July last year, but I still cannot get 5G.....

You can check the towers near you to see what they currently have installed from the following page:

https://www.rfnsa.com.au/?first=1

Optus so far have not given any ETA to requests that I have seen. They also will not confirm 5G is on a tower if they have not enabled people to connect to it (in my case 99% of the response is "it's not available and have no ETA when it will be ..." and the other 1% I got a someone who told the trush and said that they do not have access to when 5G will be enabled until it is")

Re: 5G Rollout in St Kilda East

Steven_YC — Sun, 21 Feb 2021 02:14:23 GMT

Hey - Thanks for sharing this with the interest of 5G. I've just removed your address as we're an open forum and this is accessible by anyone.

Our team are working to have the network rolled out as soon as possible right across Australia. We're yet to have an exact ETA of when 5G will be at your address however, we regularly update our 5G offering through this link and I'd recommend checking this out every so often for the latest news.

5G Rollout in St Kilda East

tj_hudson — Sun, 21 Feb 2021 02:12:43 GMT

Do we have an ETA on how long it will be until 5G is available at X XXXXXX Road? Most of 3183 has 5G, but I’m sat slightly in an area that isn’t covered

Re: Optus Home 5G - No advance notice of 4G/5G tower switched of for upgrade. Now no reliable servi

sysAdmin — Fri, 19 Feb 2021 22:14:52 GMT

I do not have a social media account. I will contact the messaging team like you suggested earlier. Cheers.

Re: Optus Home 5G - No advance notice of 4G/5G tower switched of for upgrade. Now no reliable servi

Sarah_YC — Fri, 19 Feb 2021 13:24:32 GMT

Thanks for sharing further details around what has happened, @sysAdmin.

We do apologise for the run around you've experienced when looking for assistance about your 5G Home Broadband issues.

If you have a social media account, please then send a Private Message to Optus on Facebook or a Direct Message on Twitter with the details for further assistance along with this Yes Crowd post.

Re: Optus Home 5G - No advance notice of 4G/5G tower switched of for upgrade. Now no reliable servi

sysAdmin — Fri, 19 Feb 2021 12:18:53 GMT

Thank you Tina,
I have checked my email address registered with Optus and there are no emails advising of the outage. Optus Home 5G service subscribed my mobile number to an SMS alerting system on 17 Feb after I complained of the outage and again this evening.
They uses the mobile number on file. So I now have two SMS in my inbox about fault 113564 promising 24 hour updates. So far no update received via SMS or email. I did try contacting the messaging team and they said they could not assist with Optus Home 5G service issues and the sympathetic fellow suggested he connect me to the NBN sales team to purchase an NBN connection or for me call Optus Home 5G on the number which lead to my previous post.

Re: Optus Home 5G - No advance notice of 4G/5G tower switched of for upgrade. Now no reliable servi

Tina_YC — Fri, 19 Feb 2021 10:31:48 GMT

Hi , thanks for getting in touch with us and bringing this to our attention. We're really sorry to hear about your frustrating experience. This is certainly not the level of service we strive to achieve and I have tagged your comment as feedback for review by the relevant teams to better improve our customer service.

Generally speaking, We'll keep you updated via My Optus app, SMS and email about upcoming upgrades and maintenance work, as well as when they are finished. If you would like us to check if we have your correct contact details, we recommend messaging us via the My Optus app. Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible.

The Messenger team could also raise a complaint on your behalf and escalate it to a Senior Resolution Expert. Tina.

Optus Home 5G - No advance notice of 4G/5G tower switched of for upgrade. Now no reliable service.

sysAdmin — Fri, 19 Feb 2021 09:57:24 GMT

Hello to all you people considering Optus Home 5G and using Optus. Something to be wary of:

With no warning the Optus 4G / 5G tower nearest to me was switched off two days ago without anyone contacting me to provide advance notice of the outage.
There is no other Optus 4G tower in range that can provide me with a reliable 4G backup signal. I do not have line of sight to the next nearest Optus tower as it is located through several thick concrete walls, numerous apartment buildings and a massive water reservoir.
After two people in my house were unable to use the service for a day, I called Optus Home 5G. They advised me of the network outage and would not tell me the duration of the outage. They only committed to adding me to their sms list to receive updates on the progress of the work .
I received an SMS from Optus promising an update on the fault in 24 hours. I received no update.
I visited the Optus website two days after the outage and learnt the cell tower outage was offline for a planned upgrade and it was to last a further 14 days.
By this point in time I had spent $45 on 4G data for a Telstra tower, so I called Optus Home 5G and after waiting on hold for 40 minutes I tried to explain that I could not be without internet for two weeks, I didn’t want to pay Telstra $200 -$300 for 4G for the next 14 days, and could they please do me a solid favour to provide some other working Optus service.

I suggested to my Optus service representative that they could contact Optus Sales to reactivate the existing and still plugged in NBN NTD in my house for the duration of the outage, refund my monthly Optus Home 5G fee or pay for my Telstra 4G costs, or disconnect my Optus Home 5G service without penalty because they could not provide their “Optus 50 Mbps Satisfaction Guarantee”.

The Optus representative would not commit to any of these options and said it would take longer than two weeks to connect the NBN. They only promised to note my thoughts on file and send me further updates on the tower upgrade. I don’t understand how that helps me. Anybody know how to coax the Optus call centre people to provide a better solution?

Hello Optus Yes Crowd Moderators,

Since Optus Home 5G support provides me no way to communicate in writing and my next letter will be to the Ombudsmen, here is an open letter in the hope that some lovelly Optus staffer will action the following feedback for the benefit of retaining their customers when undertaking future upgrade works:

While upgrades in technology are to be expected, planning a two-week outage to upgrade a tower without providing advance notice to customers is not professional or kind.
Not providing the 50 Mbps Guarantee or reliable 4G backup service is problematic from a contractual perspective.
The combination of these two failures in service has restricted the ability of two customers to earn income for a day while they stuffed around on hold to Optus multiple times, wasted hours moving a white Nokia modem all around the house trying to find a 4G signal, and then giving up and having to purchase and set up a router with a 4G connection to a Telstra tower.
Australian Consumer law entitles customers to compensation for a reasonably foreseeable loss or damage from a failure in the service.
Any reasonable person would agree that taking a 4G-5G tower offline for planned maintenance during the COVID work from home era without providing advance notification, would risk disrupting the customer’s business activities and causing loss of time and income.
Similarly, since Optus know where their customers live and where all their 4G and 5G cell towers are, Optus can calculate in advance when switching off whatever services they decided to switch off that they risk not providing the promised 4G backup / 50 Mbps service to their customer.
A reasonable and kind business would give their customers a call - weeks in advance - to say something like, “Hey customer, we’ve got a tricky situation to solve with a tower upgrade near your house in two weeks’ time. We just wanted to let you know the internet might be off for two weeks without a reliable 4G backup or 50 Mbps speeds - probably something closer to 1 Mbps most of the time - and wanted to give you the opportunity to connect to our NBN service for free during the upgrade or the chance to make other plans so your internet use and/or work from home is not disrupted”.
Therefore, Optus’s lack of kind consideration is the sole reason for my predicament of the last two days and my continued frustration at spending more than I need to for internet.
I like Optus Home 5G when it works and I would like to maintain a service with you but I do not like:
1. disappointing my clients at work like I did this week when you switched off my internet without warning.
2. losing money from the thoughtless actions of others.
3. wasting time writing to OPtus after getting nowhere with them after waiting for a long time on hold on the phone
4. working on weekends in the city office away from my young children to catch up on work
5. seeing the frustration and exhaution of my wife who has health issues and needs to work from home after COVID killed her office and is stuck using 30GB a day on Telstra 4G at prepaid rates because Optus doesn't have its act together.
I’m sure you would feel the same if your internet service provider did the same to you.
What will you do for me now and to make sure this doesn’t happen again?

Nokia Fastmile 5g firmware version?

shawian — Fri, 19 Feb 2021 04:30:07 GMT

Hi, received my new Nokia 5g Fastmile modem (replacement for one that didn't work at all).

Device status:

Device Name	5G-24W-A
Serial Number	EB194011679
Hardware Version	3TG00076AAAA
Software Version	3TG00118CBAB08
Device Running Time	1 day 4 hours 19 minutes 29 seconds
LTE Link Status	Connected (RSRP: -99 dbm)
5G Link Status	Connected (RSRP: -88 dbm)

So far it is mostly behaving itself, not rebooting. However can't get better than orange on the 4g light and orange on the 5g symbol, with the 5g symbol often not showing at all.

Is this the latest firmware? I've seen other posts referring to ...BAD52

Re: 5G

petergdownload — Thu, 18 Feb 2021 23:34:31 GMT

"Telstra shows 5G home broadband being available at my home address in Coogee, NSW. "

The 5G network will take around a decade to build. Different companies are building in different areas. Next suburb over might have Optus 5G and no Telstra 5G. All you can do is wait (or get in touch with Telstra?) and eventually the gaps will all be filled in.

Re: Nokia 5G Modem PS4 Port Forwarding

George_YC — Thu, 18 Feb 2021 22:22:11 GMT

Hi , with our 5G Home Broadband device, you're unable to Port Forward. However, if you're having issues with dropouts, have you visited our 5G Home Internet troubleshooting page to try to fix the issues you're experiencing?

If you're still needing a hand, you can contact our 5G Home Broadband team on 1300 101 693. They are available between Monday - Friday, 8am to 8pm or Saturdays, 9am to 5pm. George

Nokia 5G Modem PS4 Port Forwarding

flying_squid — Thu, 18 Feb 2021 21:53:03 GMT

Hi guys,
Can anyone guide me to port forward for my PS4 ? The constant drop out of games is becomming annoying. This may be an answer.
Signal is good and speeds are good so im running out of options. Im not sure what to do on the modem settings. Im a very basic guy.

Re: 5G

AndS — Thu, 18 Feb 2021 07:45:35 GMT

Optus will not give you a proper answer here as yescrowd has Optus support staff who deal with support issues, not Optus commercial issues as to where to roll out 5G to or when to do it.

I am not aware of any way of finding out a valid answer to your question, unless you know someone who is high up in Optus.

Re: 5G

Casey_YC — Thu, 18 Feb 2021 05:27:47 GMT

Hey there, @Brian898.

The 5G rollout is certainly a work in progress and I get that you are keen to utilise the network.

The 5G Internet service is only available in selected areas on the Optus 5G Network with the modem supplied by Optus. There may be technical or other reasons that affect your ability to access the service at your address. The service qualification check is an indication that you are within 5G coverage, it does not guarantee that your address is 5G serviceable.

We recommend keeping an eye on our Optus 5G Page for updates as they become available.

5G

Brian98 — Thu, 18 Feb 2021 05:13:31 GMT

Telstra shows 5G home broadband being available at my home address in Coogee, NSW. Why am I still waiting for Optus to supply this facility? I have been an Optus wireless customer for over 3 years!

Re: Does 5G require a new SIM card?

ultrablue — Thu, 18 Feb 2021 01:37:03 GMT

Taken from a much more helpful Gizmodo article that finally pointed me in the right direction when I was having a problem with a new 5G phone not using 5G:

"If this is your first 5G phone, though, there’s a good chance your Sim hasn’t been set up for 5G yet.

The good news is that it’s a pretty simple process:

Download the My Optus app, or update it to the latest version if you’ve already got it.
Log in with your account details
Go to “Service”
Tap on “Settings”
Select “5G Network”
Flick the switch to “Activate 5G”
Wait between 15 minutes and 4 hours for the change to come into effect.

Note: This will only work on a 5G phone, so you can’t get it set up beforehand."

Source: https://www.gizmodo.com.au/2020/10/how-to-activate-optus-5g-on-the-iphone-12/

Hopefully helpful for anyone else who wanders past this post and wonders what they're missing with Optus' mediocre tech support articles.

Re: 5g prepaid service

Casey_YC — Wed, 17 Feb 2021 08:56:30 GMT

Hi ,

Once 5G is available on prepaid, our site will be updated accordingly.

Re: 5g prepaid service

prepaiduser — Wed, 17 Feb 2021 08:31:07 GMT

I can't see anywhere on the Optus 5G page that prepaid services are not currently supported.

Re: Prepaid access to 5G mobile

Casey_YC — Wed, 17 Feb 2021 07:55:51 GMT

Hi there,

The Optus Prepaid Network is unable to currently support prepaid services and so we suggest keeping an eye on our Optus 5G page for any updates as they are available.

Re: 5g prepaid service

Casey_YC — Wed, 17 Feb 2021 07:55:10 GMT

Hi there,

While Optus Prepaid Network is unable to currently support prepaid services, we suggest keeping an eye on our Optus 5G page for any updates as they are available.

Prepaid access to 5G mobile

prepaiduser — Wed, 17 Feb 2021 07:14:27 GMT

I am a prepaid customer with a 5G compatible phone. When will Optus allow me on to the 5G network? It's disappointing that I cannot find anywhere on the Optus website that prepaid customers are not allowed access to 5G. Why isn't it the same for all Optus mobile customers.

Re: 5g prepaid service

prepaiduser — Wed, 17 Feb 2021 07:10:39 GMT

Re: 5G capped speeds to original customers

petergdownload — Tue, 16 Feb 2021 22:45:01 GMT

I doubt Optus will flag any such changes. Technically you are either on a 24 month contract or a month to month contract. Either way when that time limit runs out (24 months or 1 month) then Optus are free to require you to join the new plans (and pricing).

In the past though existing plans are usually grandfathered so as long as you don't go somewhere the pricing and plan will remain the same.

5G capped speeds to original customers

flying_squid — Tue, 16 Feb 2021 18:47:47 GMT

Hi there
Im an original customer on the Optus 5G $70 a month unlimited plan. Is Optus planning on forcing capped speeds to us further down or increasing the prices ? More a curiosity question than a problem at the moment. This is a $90 equalivalent plan now to new customers.

Re: Tower work Katoomba

ccol — Tue, 16 Feb 2021 12:26:27 GMT

Trouble is it offline all the time, well as good as. Just did a speed test Ping 306ms, Download 0.19Mbps, Upload 2.80Mbps. So do you think that this is acceptable performance. This is what I have been getting the last two days ever since work has commenced and there is another two weeks of this!!!!

Re: Tower work Katoomba

Tina_YC — Tue, 16 Feb 2021 11:37:44 GMT

I can see this situation has caused you some frustrations, . To complete the work, sometimes we need to take the tower offline temporarily at certain times during the day. We're sorry for any inconvenience this may cause.

As mentioned earlier, your service shouldn't be affected for the entire duration of the work. Tina.

Re: Tower work Katoomba

ccol — Tue, 16 Feb 2021 10:23:53 GMT

Today is the 16th. The 1st March is another 2 weeks away. So are you telling me i can't get 5g Home or hot spot on my mobile. This is totally unacceptable

Re: Tower work Katoomba

Tina_YC — Tue, 16 Feb 2021 10:13:36 GMT

This is certainly not the level of service we strive to achieve and we want to make it right, . The work (for Mobile/Mobile Broadband) is expected to be completed by 01/03/2021. While we're working on it, there may be some service interruptions, but we'll do our best to minimise this. Your service also shouldn't be affected for the entire duration of the work.

If you'd like, you can also contact our Support team on 133 937 (Mon - Fri: 8am - 8pm,
Sat: 9am - 5pm). Tina.

Re: Tower work Katoomba

ccol — Tue, 16 Feb 2021 09:35:43 GMT

i spent more than two hours today using "messaging" It is such a useless means of communicating

Re: Tower work Katoomba

Tina_YC — Tue, 16 Feb 2021 08:53:05 GMT

We're sorry for the troubles you've had with us so far, . If you'll like us to look into look into this matter, we recommend messaging us via the My Optus app.

Re: Tower work Katoomba

ccol — Tue, 16 Feb 2021 08:10:07 GMT

Don't use fARSEbook or twatter.

It has taken Optus two and half days to finally admit there is a fault in there system. this is going to go on until 1st March!!!! Why do we have to put up with this CRAP!!!

Can't even use phone as hotstop as 4G phone network has same problem.

Now where are my two tin cans and string

Re: 5G Mobile Coverage Map

ozboypete — Tue, 16 Feb 2021 04:46:42 GMT

Thanks Tina,

I have already done this, but it would be good if you can provide an ETA. 😊

Peter

Re: 5G Mobile Coverage Map

Tina_YC — Tue, 16 Feb 2021 04:42:47 GMT

Hi , it's great to see that you're interested in 5G. I'm afraid we're unable to give you an exact time frame but you can lodge your expression of interest and we will notify you in the future. You can do it by typing your address here . Tina.

Re: Slow NBN Broadband Speed

petergdownload — Tue, 16 Feb 2021 03:59:56 GMT

"Before I sign up with Optus I checked with the online team and instore staff both confirm is cover by 5G. Pretty much is false advertising"

What postcode are you in?

Optus staff can confirm you are in a coverage area but they can't confirm your specific house will have any reception. That's why there's a guarantee that if you get home and get no (or bad) 5G then you just have to send back the equipment and walk away. You will be refunded any money you've paid. Can't get much fairer than that IMO.

Re: Slow NBN Broadband Speed

AndS — Tue, 16 Feb 2021 03:49:53 GMT

I think you need to start your own post.

Re: 5G Mobile Coverage Map

ozboypete — Tue, 16 Feb 2021 03:42:13 GMT

Hi Optus

I believe you are installing a new 5G tower on the corner of Pittwater Road and Princess Street Boronia Park NSW 2111. I'd appreciate it if you can let me know when the tower will be commissioned. Thanks..

Peter

*****

Re: Slow NBN Broadband Speed

lionandpiggy — Tue, 16 Feb 2021 03:37:30 GMT

I don't agree with you, the POINT is I'm never receiving 5G signal at all.
Before I sign up with Optus I checked with the online team and instore staff both confirm is cover by 5G. Pretty much is false advertising, I'm paying for something not I want. If I have ever received 5G signal with a slow speed I won't complain about it.

Feel free to see all comments for the Optus 5G ads on Facebook, most is negative. Now I learn something.

Re: Slow NBN Broadband Speed

AndS — Tue, 16 Feb 2021 01:48:38 GMT

Hopefully you lodged a formal complaint via the following Optus web page:

https://www.optus.com.au/support/feedback-and-complaints/make-a-complaint

If not then you probably made a support request.

In the formal complaint put the facts and what you want done (including re-reimbursement for the period when the speed was slow/unusable) and include details of your contact with Optus and what occurred. Do not put anything that is not fact and do not be abusive. Be aware that the process may take 10 days for Optus to get back to you.

Re: Slow NBN Broadband Speed

petergdownload — Tue, 16 Feb 2021 01:23:01 GMT

"Really disappointing for the 5G, what a lie."

Not a lie, just a WIP. 5G is only half rolled out and its a technology that is very sensitive to distance and blockages. The house next door might get 300Mbps and you might get 30Mbps (or visa versa)

That's why Optus guarantee at least 50Mbps (but nothing more). Most customers will end up over 100Mbps but in your case if the usual move modem around fixes etc. don't work then you can just drop the equipment back with no penalty.

Re: Slow NBN Broadband Speed

Rob_YC — Mon, 15 Feb 2021 12:17:50 GMT

Hi . I'm very sorry to hear about the trouble you're having with that 5G Home Internet speed. We do have some we recommend testing to see if there's any change with that service.

If you still end up having troubles, I would recommend getting in touch with our 5G Technical Support Specialists via 1300 101 693, as they should be able to assist you on this matter further from there (Mon - Fri: 8 am - 8 pm and Sat: 9 am - 5 pm).

Re: Slow NBN Broadband Speed

lionandpiggy — Mon, 15 Feb 2021 11:10:00 GMT

Sign up for my 5G $90 plan 2 days ago and the speed is a disaster even worst than 4G. I got average 37Mbps during night time and never receive 5G signal in my area(which within 0.77km with the tower)

Really disappointing for the 5G, what a lie.

Re: Tower work Katoomba

Jono_YC — Mon, 15 Feb 2021 11:05:09 GMT

I can understand where you're coming from, .

If you're still needing a hand, please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Re: Tower work Katoomba

ccol — Mon, 15 Feb 2021 10:50:22 GMT

I would love to be able to access the Network Status page but with such sloooow download speeds I give up after waiting 40 minutes for the page to come up!! Apparently work is to go on until 1st March so am I effectively going to have no internet until then. How do you watch Netflix or SBS on Demand or iview or work from home with 0.12 download speeds.

Re: Tower work Katoomba

Jono_YC — Mon, 15 Feb 2021 10:20:03 GMT

Hi it's not great to hear that you're experiencing issues with your mobile service.

We recommend keeping across our Network Status page, which provides up-to-date faults and works that may be impacting your service. You can also register for updates by clicking on the respective mobile tower, and then selecting “Log a fault”.

We also have a range of troubleshooting steps that may help with mobile faults.

If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.

We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Tower work Katoomba

ccol — Mon, 15 Feb 2021 09:31:06 GMT

Work on tower at Katoomba. Now receiving Ping 206 Download 0.17 Upload 0.41. Is this the poor service we can expect from Optus. I thought Telstra was bad but this is just treating customers with utter contempt.

Optus get your act together and give us the service we pay for. Some might say this is fraud. Should be referred to ACCC.

Re: Slow NBN Broadband Speed

hammertime — Mon, 15 Feb 2021 07:06:07 GMT

Hi,

It's the $85 Bundle - Speed Pack 3??

I had lodged a complaint when things got really bad and had a nothing email back. Started Ping Testing and logging the results today, called Technical Support and talked them through my 34 test results and discussed the potential of putting them on social media.

Speeds went from an average of 4.34 Mbps to 19.32 in an instant and after being shunted to a senior technical person I now have speeds of 40+ consistently.

All without me doing anything to the NBN Connection equipment or Optus Modem. Like magic.

Re: Slow NBN Broadband Speed

AndS — Mon, 15 Feb 2021 06:49:23 GMT

What NBN plan are you on? 50/20 or 100/20 or 100/40 or the 25/?? ?

If it's not the 25/? Plan then I would get onto Optus support and get a NBN fault lodges as you are paying for something you are not getting.

Re: Slow NBN Broadband Speed

Jono_YC — Mon, 15 Feb 2021 05:01:57 GMT

Hi it's not great to hear that you're experiencing issues with your NBN speeds.

We recommend keeping across our Network Status page, which provides up-to-date faults and works that may be impacting your service. You can also register for updates by clicking on the respective fault ticket, and then selecting “Log a fault”.

There’s a range of troubleshooting steps that may help with internet faults, while some network optimisation may improve your WiFi connectivity around the home.

If you’re still needing a hand, we recommend messaging us via the My Optus App. Our team is available 24/7 and are ready to assist customers as quickly as possible.

We're also available to assist via Social Media. Please send us a private message to Optus on Facebook or a DM on Twitter with the details for further assistance.

Slow NBN Broadband Speed

hammertime — Mon, 15 Feb 2021 04:40:44 GMT

I wonder if anyone can beat the terrible speeds I am getting on my $85 per month Plan?

My 30 Ping Tests today achieved an average Download Speed of 4.39Mbps and an average Upload Speed of 14.48Mbps.

The highpoint was a DS of 10.72Mbps (12.08pm) and an US of 19.07 (11.41am).

The lows were a DS of 0.06 (11.55am) and a US of 0.00 (11.55am).

Two instances of maintenance this week, so this is it working in tip top condition.

Does anyone know a reliable provider?

Re: sagemcom - guest login

YetAnotherAcc — Mon, 15 Feb 2021 03:06:17 GMT

Internet activity tracking "generally" is based on your public IP address. You only have one so the authorities will not be able to determine which device it was from so they would come after you.

You can have seperate passwords for 2.4Ghz & 5Ghz but as the Sagemcom does not have guest network option then they will essentially have full access to anything on the LAN (at least on the same segment) . So they will be able to see all devices and access them unless the individual device has its own password security.

sagemcom - guest login

ozlowes — Mon, 15 Feb 2021 01:15:11 GMT

If using a sagemcom, we provide the 2.4Ghz band to our tenants and keep the 5.0Ghz for ourselves, is there any way of subsequently distinguishing content usage. eg. If the tenant was doing something dodgey with their 2.4Ghz would 'authorities' be able to determine that it wasn't us on the 5.0, that it was on the 2.4?

Additionally, if we give our tenant our family's password, what are the things they could access or interfere with on our network? Would they have to be a committed hacker/snoop, or could they just accidentally interrupt or reset something?

Re: 5G home internet no signal

Kyri_YC — Sun, 14 Feb 2021 21:36:40 GMT

Hey there . It's definitely not great to hear about the troubles you are having with your 5G Home Internet speeds at the moment. If you haven't tried this out already, I recommend testing out some of the 5G troubleshooting steps on our help and support page that may help out with the speed issue you are having.

5G home internet no signal

lionandpiggy — Sun, 14 Feb 2021 21:18:38 GMT

Hi team

I was a new Optus customer and sign up for the 5G home internet $90 plan on 13/02.

After two days of use, I was really disappointed with the SPEED.

I use NBN NBN broadband before with NBN50 plan the actual speed usually is 50-70Mbps and when I ready to leave the previous provider they offer me free boost speed up to 200Mbps for 6 months and I did the speed test actually it went more than 200Mbps.

But for Optus 5G, when I sign up I confirm with instore staff my home address is cover by 5G and there are two 5G towers both within 1km, one is 0.77km another one is 0.91km. (I live in Zetland/Waterloo area)The result is I NEVER get 5G signal and connecting with the 4G signal and the 4G speed even way slower than before I have done many speed test and even at night the speed is around 27-37Mbps just few time it goes over 50Mbps. When you promo the plan saying average speed for $90 plan is 239Mbps but end up at 20-40Mbps:((((

I paid more money than before just want to upgrade my speed but this is really bad.

Looking forward to hearing back from Optus asap.

Re: 5G Home consistently dropping out

dcarrion87 — Sun, 14 Feb 2021 09:25:03 GMT

These modems are absolute garbage and they won't let you use your own in the interim.

I was fine for a 3 months then started getting daily dropouts. Had to insist they send a new modem.

I am now fine again since they sent a new one. I expect to be making a call in another 3 months for another replacement.

Sigh...At least they'll send you another if you push hard enough.

Re: How do I configure LAN settings for Nokia Fastmile modem?

Sarah_YC — Sat, 13 Feb 2021 12:20:55 GMT

Hi @jsmolic83,

It's disappointing to hear you feel this way.

Since we’re unable to look into account details on Yes Crowd, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.

Re: How do I configure LAN settings for Nokia Fastmile modem?

jsmolic83 — Sat, 13 Feb 2021 11:52:04 GMT

I just connected mine and was a bit shocked by it... Due to this and a few other things, I am not happy with I will be cancelling the service and returning it next week.

Re: 5G Nokia Modem - Restricted control

Knar — Fri, 05 Feb 2021 07:57:23 GMT

Not really solved I would say. Bridge mode and other basic features are still greyed out. I just came of the phone with Optus and it was clear that they have no idea . There standard reply deals with bridge mode for Mesh networks (two or more nokias in wirelss mesh) not with bridge mode towards other routers eg Ubiquiti etc.

Re: Extreme Ping Rates

Jono_YC — Thu, 04 Feb 2021 17:55:31 GMT

Hi Sorzai, it's not great to hear that you're experiencing issues with your service.

We recommend keeping across our Network Status page which provides up-to-date faults and works that may be impacting your service. You can also register for updates by clicking on the respective mobile tower, and then selecting “Log a fault”.

We also have a range of troubleshooting steps that may help with 5G faults.

If the issue still persists, please contact our 5G Technical Support team on → 1300 101 693 - Mon - Fri: 8am - 8pm Sat: 9am - 5pm (AEST) to assist you further.

Extreme Ping Rates

Sorzai — Thu, 04 Feb 2021 15:24:53 GMT

Hi All,

My internet has been very slow to load webpages however speedtest show that I have good download speed (250Mbps) however I have been having high ping rates and dropped packets tonight from Winthrop, Perth - Connected to tower located in Myaree

Have rebooted modem several times and have solid connection however the ping test results shows tried both wireless connection and wired connection - no luck

64 bytes from 1.1.1.1: icmp_seq=5 ttl=54 time=28.783 ms

64 bytes from 1.1.1.1: icmp_seq=6 ttl=54 time=27.110 ms

64 bytes from 1.1.1.1: icmp_seq=7 ttl=54 time=22.022 ms

64 bytes from 1.1.1.1: icmp_seq=8 ttl=54 time=38.273 ms

64 bytes from 1.1.1.1: icmp_seq=9 ttl=54 time=163.248 ms

64 bytes from 1.1.1.1: icmp_seq=10 ttl=54 time=96.742 ms

64 bytes from 1.1.1.1: icmp_seq=11 ttl=54 time=48.382 ms

64 bytes from 1.1.1.1: icmp_seq=12 ttl=54 time=95.194 ms

64 bytes from 1.1.1.1: icmp_seq=13 ttl=54 time=578.738 ms

Request timeout for icmp_seq 14

Request timeout for icmp_seq 15

64 bytes from 1.1.1.1: icmp_seq=14 ttl=54 time=2129.024 ms

64 bytes from 1.1.1.1: icmp_seq=15 ttl=54 time=2666.396 ms

Request timeout for icmp_seq 18

64 bytes from 1.1.1.1: icmp_seq=16 ttl=54 time=3305.914 ms

64 bytes from 1.1.1.1: icmp_seq=17 ttl=54 time=3835.641 ms

Request timeout for icmp_seq 21

64 bytes from 1.1.1.1: icmp_seq=18 ttl=54 time=4344.707 ms

64 bytes from 1.1.1.1: icmp_seq=19 ttl=54 time=4167.374 ms

Request timeout for icmp_seq 24

64 bytes from 1.1.1.1: icmp_seq=22 ttl=54 time=3043.101 ms

Checked on Optus network status page and it doesn't seem to have any service faults and my iPhone 12 on 5G doesn't seem to have any ping issues of such sort.

Weired.

Re: 5G uploads slow

Vin_YC — Thu, 04 Feb 2021 08:28:38 GMT

Hi there , sorry to hear you're having some issues with the upload speeds on your 5G home broadband connection. As the connection is reliant on a mobile network, the speed do vary on many factors including distance from the tower, weather conditions and network congestion. Additionally, line of sight is just one factor that determines whether your home is able to receive the 5G signal effectively.

May I suggest trying the troubleshooting steps on 5G Home Internet troubleshooting: Poor or no signal to see if they improve your upload speeds?

I'd also recommend following the steps on setting up the Optus 5G Wireless Modem just to be sure your modem is placed in the ideal location/position.

Give the above a shot and let us know how you go.

Re: 5G uploads slow

Sorzai — Thu, 04 Feb 2021 08:09:19 GMT

Hi All,

I have been using Optus 5G Home for the last 3-4 weeks only and have noticed that the upload speeds has been reduced in the past 2 weeks, when I first connected the uploads were hovering around 30-40Mbps, now it's barely even 15Mbps, has Optus capped the upload speeds as of recent?

Re: George Street, Fitzroy

Kyri_YC — Thu, 28 Jan 2021 19:21:01 GMT

Hey . As we are rolling out our 5G network, we are committed to ensuring that we reach as many customers as possible. If your address isn't serviceable at this current moment, I recommend keeping across our Network Coverage page to see when this may change.

In regards to using any form of rooftop Ariel to reach a 5G signal, we wouldn't be able to confirm at this stage if this works as you will still need to be in a 5G ready address to use our 5G services such as our Home Wireless service.

At this stage, our 5G Home Wireless plans start from $75 and $90, both with unlimited data. You can read more about these plans on our 5G landing page.

George Street, Fitzroy

Bob-Weis — Thu, 28 Jan 2021 18:06:01 GMT

I live on the corner of George and Webb Streets and get no 5g. A five minute walk away on Charles Street near Smith a cafe has full 5g signal.
is the service being extended West and if so when.

can I use a rooftop aerial, on a four story building to reach the 5g signal.

How much is a plan?

Bob

Re: 5G Nokia Modem - Restricted control

wrxmy99 — Wed, 27 Jan 2021 02:18:10 GMT

Still get NAT clashes with my Apple Airport hub even after the HTML hack and Bridge Mode saved on the Ethernet WAN interface on the Nokia device.

Ended up putting the Airport into bridge mode instead turning off DHCP and NAT on it (as per the other 2 airports already are that are scattered around the house) and restoring the Nokia to factory defaults.

If anyone works out how to properly enable Bridge Mode without NAT on the Nokia then let me know!

Cheers

Re: 5G Home consistently dropping out

mcd1977 — Sat, 23 Jan 2021 18:22:02 GMT

Welcome to Optus internet. It won't get any better, trust me.

Re: Home 5G modem: Nokia 5G-24W-A always hangs

Sarah_YC — Sat, 23 Jan 2021 06:32:08 GMT

Hi @lightraveller,

I'm sorry to hear about the issues with your 5G Home Broadband service.

We have some initial 5G Home Internet troubleshooting for Poor or no signal

If you’re still needing a hand, you will need to raise this with our 5G Support team on - 1300 101 693 (Mon - Fri: 8am - 8pm, Sat: 9am - 5pm AEST) to assist you further.

Home 5G modem: Nokia 5G-24W-A always hangs

lightraveller — Sat, 23 Jan 2021 05:41:28 GMT

My home Nokia model 5G-24W-A always hang (which all the pc/notebook/mobile phone unable to connect to internet or even intranet, as much as twice a day sometimes. It frequently happened in the afternoon. Everytime when it hangs, the RED LED shows on the top of the modem and I must switch the power off and on once to make it works again.

Is there any resolution to this issue? Thank you very much.

Re: Can I move to 5G and stay on my existing Optus Cable plan?

Ness_YC — Fri, 22 Jan 2021 02:09:51 GMT

Hey , thank you for reaching out. We are unable to price match old plans with existing offers. However, I would recommend engaging with our Sales Team via the My Optus App as they will be able to conduct a serviceability check on your address and check if you are eligible for any offers or promotions.

Can I move to 5G and stay on my existing Optus Cable plan?

shawian — Fri, 22 Jan 2021 01:45:26 GMT

We've been on Optus Cable forever. Now with NBN available in our area we have to get off by March 15th.

The pricing for NBN (to retain existing speed, download and extras) goes up by more than 50%, to $120 / month.

Apparently there is 5G in our area.

Is it possible to retain our existing Cable plan (i.e. pricing) and move to 5G?

cheers,

Ian.

Re: Optus 5G Mobile Phone Price Match Guarantee

bfg100k — Thu, 21 Jan 2021 10:16:05 GMT

Does Kogan count as eligible Australian retailer?

Re: S20 Ultra still won't receive or send MMS

Tuong_YC — Thu, 21 Jan 2021 08:25:22 GMT

Hey @jennybryne86, when you upgraded to the new handset- did you also replace your SIM card? If not, I would recommend heading into one of our Local Stores and the teams on site will be able to provision a replacement free of charge and activate the sim on the spot for you. Doing so, will clear any interruptions to the network as well as update your hardware

S20 Ultra still won't receive or send MMS

jennylbyrne86 — Thu, 21 Jan 2021 07:34:44 GMT

I got the S20 Ultra about a month ago and have not been able to send or receive MMS messages. It says download when I click it after a short period of time it then tells me it couldn't download. I have done all the trouble shooting optus suggested but still nothing.

Help someone

Re: Gaming settings on 5G router

flying_squid — Wed, 20 Jan 2021 21:01:47 GMT

Ive found gaming playability in the last few months has definately improved on PS4.
But i mostly only play boring games like Gran Turismo Sport and Sniper Elite 3 and 4.
Sometimes there is a bit of lag but ive learnt to live with it. Its definately improved and my PS4 is set to either Google or Cloud Flare DNS settings. I also use an Ethernet connection. My Modem is in another room and it still works well over a powerline adaptor.

Re: Gaming settings on 5G router

Nard_YC — Wed, 20 Jan 2021 20:28:42 GMT

Hi there . If you're having issues with the ping/latency on your 5G Home Broadband while gaming, we recommend going through our Troubleshooting Guide and reading How to Find the Best Signal to ensure your setup is optimised so that you're getting the most out of it.

Are you currently connected over WiFi? If so, we recommend switching over to an Ethernet connection as this provides the most stable and reliable connection to minimise interruptions while gaming.

If you continue to face issues, we recommend getting in touch with our 5G Home Broadband Technical Support team on 1300 101 693 during Mon - Fri: 8am - 8pm & Sat: 9am - 5pm (AEST). The team specialise in this area and will be able to take a closer look into your issues for you.

Re: Gaming settings on 5G router

Mohamed07 — Wed, 20 Jan 2021 19:57:40 GMT

Hi
I got my 5g yesterday and was totally unaware of the ping issue, have you found a fix for it because gaming seems to be impossible in this.

Thank You
Mohamed

Re: Fastmile 5G 5G-24WA Rev02 BAD52 Firmware Bug - MuMimo

Mkrtich — Fri, 15 Jan 2021 00:04:43 GMT

Hi - Your modem may be OK. If you are concerned about the error, maybe a power restart will remove it. The Nokia Fastmile Datasheet states it has MU-MIMO which applies to the 802.11ac 5Ghz band only, so 2.4Ghz is SU-MIMO.

You have 10 other 2.4Ghz SSIDs visible near to your home, with 3 of these with signal power readings of -55 dBm to -60 dBm which can potentially compete with your modem's 2.4Ghz radio for airtime causing interference or slow performance in that band. Interesting that you can see 8 Telstra Air SSIDs broadcasting but apart from one FON SSID which is using Channel 11, same as yours, they do not appear on the list of routers - they may be too far away to cause any issues - readings of 90 dBm are at the very edge of potential marginal coverage.

I take it you have programmed as many devices that are capable to connect to the 5Ghz band. I have found on Apple devices, it is the device that chooses the band, even after you set it for 5GHz and the 2.4Ghz SSID is also pre-registered in the phone or iPad , if you move to another location in home, if it thinks the signal is going to be better on the 2.4Ghz, it switch over to it. I leave my modem's channel selection to Auto and let the modem decide.

If you can't avoid using 2.4Ghz, setting the channel bandwidth to 20 Mhz rather than 20/40 you may achieve more stability as you will only use one Channel per connection in SU-MIMO queuing. In the 2.4 Ghz band, there are only 13 x 5Mhz wide channels available, but only three of these are non-overlapping channels - Ch 1, 6 and 11 - meaning they are the best ones for usage. Most routers choose these as preferred in default and then will use whatever grouping of 4x5 Mhz bandwidth (for 20 Mhz) are available to them. If you allow 40 Mhz, the modem can use use 8x5 Mhz bandwidth or 2 channels leaving only one for other devices - in your photo ABB, BigPond and Brie Modems are using 2 Channels - note they are separated by 4x5Mhz bandwidth.

In 5 Ghz there are many more non-overlapping channels available with wider bandwidth accommodation, so leaving settings on Auto 20/40/80 is OK as the modem will allocate as it sees fit - if you set it for 80 Mhz only , you will occupy three of the available channels. In 5Ghz, there are three groups of frequencies - low (Ch 36-48), medium (52-64 and 100-140) and high (149-165). The medium ones are called DFS - these are reserved for Defence and Civil Airlines but can be used by routers if the router does not sense any radar detections. If it does, it must remove itself from that band and move the device to a non DFS channel - DFS means a lot of monitoring load is placed on the modem's CPU, so routers may prefer to use those frequencies as a last resort.

That may be why the Nokia preferred you didn't set Channel 52 permanently and vectored you to the high and then low frequency area. In the photo Balmoral was using two DFS channels 106 and 112 which may OK for some time and the Nokia may have a preference to moving devices from those frequencies when others become available to lessen its monitoring responsibilities. Its a very dynamic environment , so that is why I like to leave modems decide what is best for them to use.

Backgrounder on DFS Channels and 802.11ac Channel allocation principles.

https://www.smallnetbuilder.com/basics/wireless-basics/33082-smallnetbuilder-s-wi-fi-dynamic-frequency-selection-dfs-faq

Re: 5G Nokia Modem - Restricted control

George_YC — Wed, 13 Jan 2021 03:18:55 GMT

Hey . No updates on this feature yet. Not to worry, I have passed on the feedback to the relevant teams for further review. George

Re: 5G Nokia Modem - Restricted control

Sorzai — Wed, 13 Jan 2021 01:22:13 GMT

So it's been a while now since we have any updates on this any further news on at least having Bridge mode on the Nokia 5G modem? or if this is in the pipeline for a not so far distance??

Re: 5G Home Broadband with Unifi Security Gateway

AndS — Tue, 12 Jan 2021 23:38:56 GMT

Try whirlpool.net to see if anyone else has got t working like you want.

Another thing to try is to search yescrowd to see if anyone has got it working in bridge mode or if Optus was able to help with bridges mode for anyone.

Re: 5G Home Broadband with Unifi Security Gateway

Tuong_YC — Tue, 12 Jan 2021 15:17:21 GMT

No worries - we are unable to advise on third party devices however once the modem arrives, just follow the activation prompts and you will be able to connect to the 5G network soon after