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Online Community Manager
Online Community Manager

Re: EXTREMELY slow cable speed

Hi @Roamnski,

 

I've replied back to your private message. As I mentioned there, NBN do have plans to roll out FTTC (Fibre to the curb) in your area. That's a mix of current technologies that still utilise copper lead in’s however new fibre cabling will be laid up to the properties curb.

 

I'm yet to hear of any feedback from customers in regards to this technology type however FTTC is definitely considered to be more future proof. When combined with G. fast technology we're looking at maximum theoretical speeds of up to 1Gbs. 

 

P.S thanks for that @Kelthor

 

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Online Community Manager
Online Community Manager

Re: EXTREMELY slow cable speed

Hi @Roamnski, I'm just dropping in to let you know that we've replied back to your private message. We'll continue chatting there 🙂

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New Contributor Boertjie
New Contributor

Re: EXTREMELY slow cable speed

Been with Optus now for 3 months. I got the 30 mbps plan which ONLY got close to 30 mbps in the middel of a week day.

 

I spend hours on the phone with optus (Always explaying over and over what the issue is untill one night an opertor straight up said Optus will not fix the issue as they waiting for NBN) and they ALWAYS have the same answers. We looking into that for you. I;m in IT and understand 190% more about twhat the real issue is that the call centre people in India.

 

They put me up to the 100 mbps but guess what no differance in speed after 5 pm - 1am.

 

I amd extremly lucy to get 3 mbps after 5 pm and whole weekend.

 

I'm on my way to cancel my subscription and go back to TPG which in 4 years i NEVER had isues with and always had between 12 -18 mbps.

 

A class actions hould be launched against Optus and that would be the ONLY way they might listen to us.

 

 

 

 

Moderator Kartika
Moderator

Re: EXTREMELY slow cable speed

Hi @Boertjie, really sorry to hear about your internet speed issue and your experience on the phone. Did Tech Support advise you the reason for the slow speeds? Kartik


Kartika__________________________________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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New Contributor Boertjie
New Contributor

Re: EXTREMELY slow cable speed

No, just that it's congestion and "WORKING ON IT" which they are NOT.

 

EVERY night and WEEKENDS my speed drops to 3 mbps and even less some nights.

 

I must use my mobile data to work at night. 

 

You did over me a discount for 3 months and up my speed but it does nothelp as I work during the day.

 

 

Moderator Kartika
Moderator

Re: EXTREMELY slow cable speed

Thanks for the update @Boertjie. We are working on upgrading those exchanges that are affected by congestion like yours, in saying that there is no set date or time frame when this will happen. There is definitely no quick fix for this, sorry. We can give you discounts and high speed but that will not fix the issue. I would suggest to speak with our Cable Retention team on 133937 -  Mon - Wed: 8:00am - 7:00pm EST Thur - Fri: 8:00am - 8:00pm EST Sat: 9:00am - 6:00pm EST  for your options under congestion. Kartik


Kartika__________________________________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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Contributor Madshark
Contributor

Re: EXTREMELY slow cable speed

Hi Optus,

 

Love your work! NOT!

 

I've been with Optus for nearly 3 years now (not sure why) because my son wants to watch the EPL, and in that time, I've had constant issues with unreliable connections and speed. I'm on the 100Mbps package and RARELY get anywhere near that. In fact, lately I've been lucky to break the 10Mbps barrier at any time of the day/night. Often, I'm even struggling to get to 3Mbps D/L and 0.4Mbps U/L. In fact, on the 2/12/2017 I was the lucky recipient of: 1.11Mbps D/L and 0.22Mbps U/L at 4pm. Wow! that makes me one happy customer. We can't even watch our Fetch TV because the service is so unreliable and unstable. Every time we go to watch it, we have to restart the modem/router and even then, it struggles to work at all.

 

It's really pathetic service, when as many people have said, it takes an hour or more to get in touch with any of your support staff, and then they really don't give a damn what your problem is. Their solution is to contact retentions and disconnect from your service. Way to keep your customers happy Optus. It's just too painful to use your support with no resolution at the end of it anyway. Just buck passing!!!!!!!!!

 

You've offered/given me discounts to keep me as a customer, but unfortunately, the discounts don't cut it anymore. The service is getting worse by the day. I'd rather be paying my FULL monthly fees and receive the service that I'm paying for and that you guaranteed when I switched from TPG. What a mistake that was.

 

REALLY Optus, what are you going to do about all these unhappy customers? You are about to bill me again in the next few days for a service you are not providing. What should I do? How is it fair that I must keep paying for this rubbish? If I was to not pay my bill, you would cut me instantly, yet you don't provide the service I pay for and can get away with it.

 

Please find below a few tests since the beginning of last month:

 

Regards,

 

Rod.

 

TEST_DATEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MS
7/12/2017 22:131.460.1315
7/12/2017 21:533.940.4622
7/12/2017 20:025.810.413
7/12/2017 7:3811.281.111
6/12/2017 22:5011.680.9513
6/12/2017 20:534.610.6715
6/12/2017 17:493.990.7712
6/12/2017 1:0514.711.3811
5/12/2017 22:4613.730.8111
5/12/2017 21:571.360.6824
5/12/2017 21:074.180.3820
5/12/2017 21:023.590.215
4/12/2017 21:515.930.6913
4/12/2017 20:323.650.410
3/12/2017 21:413.440.1436
3/12/2017 16:5511.150.9412
3/12/2017 14:171.450.8212
3/12/2017 1:2514.71.3410
3/12/2017 0:0515.560.9544
2/12/2017 19:357.511.0116
2/12/2017 16:081.110.2214
2/12/2017 16:001.050.414
2/12/2017 14:2815.240.7111
2/12/2017 2:0717.491.3511
2/12/2017 0:547.281.2410
2/12/2017 0:0019.910.970
1/12/2017 22:549.660.6913
1/12/2017 21:4711.390.5413
29/11/2017 23:4119.680.9911
29/11/2017 20:565.350.6115
28/11/2017 21:547.220.514
28/11/2017 20:423.30.4622
28/11/2017 18:148.20.969
27/11/2017 13:4114.811.2510
26/11/2017 21:234.550.3836
26/11/2017 16:1118.060.7410
25/11/2017 22:411.390.7512
25/11/2017 18:0911.030.9211
25/11/2017 12:2614.661.399
25/11/2017 9:273.421.0713
25/11/2017 9:098.391.0411
24/11/2017 23:4613.891.0813
24/11/2017 22:519.250.9412
24/11/2017 22:437.940.5821
24/11/2017 22:214.130.6913
24/11/2017 22:200.480.0618
23/11/2017 21:027.950.4114
23/11/2017 21:0116.080.3921
23/11/2017 17:2010.941.199
22/11/2017 22:3922.381.0212
22/11/2017 0:3435.581.4211
21/11/2017 22:073.880.7513
21/11/2017 16:0412.441.2810
21/11/2017 10:5749.471.39
21/11/2017 0:1896.831.1515
20/11/2017 17:4010.830.8913
19/11/2017 22:044.250.6114
19/11/2017 21:134.240.8717
19/11/2017 19:436.231.0212
19/11/2017 16:155.570.5914
19/11/2017 0:5516.390.713
18/11/2017 22:289.750.5812
18/11/2017 19:528.691.3410
18/11/2017 17:338.510.7513
18/11/2017 0:3917.581.489
17/11/2017 22:2410.780.7414
17/11/2017 17:0538.361.0811
16/11/2017 18:558.38114
16/11/2017 15:0310.321.412
16/11/2017 10:2344.371.6110
16/11/2017 10:057.731.2137
16/11/2017 8:2940.641.4610
16/11/2017 0:4527.011.3211
15/11/2017 23:52361.649
15/11/2017 22:217.570.6614
15/11/2017 19:4515.521.0911
15/11/2017 17:2945.081.0112
14/11/2017 21:519.910.5910
14/11/2017 17:336.841.139
14/11/2017 16:4128.581.1311
13/11/2017 23:1713.760.9115
13/11/2017 21:294.070.2818
13/11/2017 21:274.240.3527
13/11/2017 18:217.570.8811
12/11/2017 21:259.170.6813
12/11/2017 17:0915.871.0311
12/11/2017 15:5120.370.9111
11/11/2017 22:185.990.8210
11/11/2017 19:297.481.219
11/11/2017 18:084.70.9310
11/11/2017 11:1348.011.49
10/11/2017 23:406.80.9216
10/11/2017 22:235.130.8411
10/11/2017 21:283.620.3912
10/11/2017 19:497.270.7111
10/11/2017 11:3737.671.379
9/11/2017 23:3328.091.2610
9/11/2017 22:165.670.6316
8/11/2017 23:1722.630.8611
8/11/2017 22:103.610.5224
7/11/2017 22:3415.781.0214
7/11/2017 19:294.920.3815
7/11/2017 12:1228.671.5710
7/11/2017 11:2832.891.5112
7/11/2017 1:0016.041.0712
6/11/2017 23:3220.091.0912
6/11/2017 22:5710.531.0810
6/11/2017 21:365.080.6913
6/11/2017 21:201.880.2817
New Contributor Boertjie
New Contributor

Re: EXTREMELY slow cable speed

So, if I understand your reply correctly there is NOTHING you (Optus) can do other than to terminate my contract?

 

Also, not sure what ANIOTHER phone call will do to resolve the issue. Your helpdesk is poorly trained and they just reading from a script what to say to clients.

 

You (Optus) is happy to take clients’ money but not happy to spend that money to fix issues.

At NO stage did any of your sales people tell me that I will not get the speed I’m paying for. They know my address and they know what the speed is…. So, don’t tell me they don’t.

New Contributor Boertjie
New Contributor

Re: EXTREMELY slow cable speed

We should really get lawyers involved to start a class action.

Contributor Madshark
Contributor

Re: EXTREMELY slow cable speed

I agree.

 

Where do we start?

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