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Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

[ Edited ]
swapple

Hi Guys,

 

Would one of the Optus Mods provide me some guidance on my ongoing cable issue, I've been patient enough with technical support and it's gotten no where, been given wrong information and honestly because I work as a IT Technician myself, the responses provided are quite amusing.

 

Like many other cable subscribers in the riverwood region, up until your unlimited plans with netflix as bonus I enjoyed a perfect service of 100Mbps regardless of time, offpeak or on peak, speed fluctuated no more then 60Mbps.

 

In the last 12 months, service has been only usable to me on the weekends and thats coming to end as the service is beginnging to be worst and worst from midday the past few weekends.

 

Basically between 7pm and up until 1am of every day for the last 12 months the service of my cable internet has been between anywhere from 0.01Mbps to 5Mbps( rare but delightful when it stays at this range, which usually isn't long, maybe 10 minutes).

 

Any other time it is perfectly fine, the other night I was awake at 2am and did the speed test, full 97Mbps.

 

I've been comparing the speed using:

http://www.ozspeedtest.com/

http://speedtest.syd.optusnet.com.au/

 

The results are quite huge and I don't know if I can trust your speed test that Optus directs me to.

 

07042016ost.PNG07042016.PNG

 

This is just one example of the screenshots I've taken on a daily basis.

 

Technical support have provided me the following whenever I call, which is not often as I don't have time to call.

 

- Congestion was one answer provided

- Not congestion as the riverwood node has been upgraded to 8 channels from 4, congestion can't be the issue

- Modem problem, replaced my cisco modem( forgot what model has been binned.) with a newer netgear one, advising it could be the issue, doubted this, as I told the technical support agent I have no issues other then between 7pm and up to 1am.

- Case apparently logged to a specialised team that deals with congestion? Never heard back, reference number SMSed to me amounted to nothing, asked you agents, provided the case, they didn't really respond, just avoided my question.

- Riverwood node is pending upgrade, we are at X %, waiting for parts for completion, no ETA at this point.

 

The list goes on but those are what I can remember off the top of my head.

 

I pay for the $115 unlimited cable plan with home phone bundle with the speed pack, I've been given $40 discounts everytime I call up to enquire about my slow speeds, this has been difficult sometimes, but honestly I don't think I should be paying for more then the 8 weekends I actually am able to use the service.

 

I have been a customer since 2000, with little complaints, it's honestly been a nightmare and I'm pretty fed up with the service at present.

 

If a moderator could get back to me to discuss further or investigate/provide me some solid information on what the problem is, that would be awesome.


Regards,

 

Simon

Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

swapple

Just tried your webchat on the side, at work, sales rep called Ritchie answered.

 

Asked if he could assist with my cable internet issues, was told yes, sceptical about this as his a sales rep.

 

Explained problem, pointing to this post as well pending someone to respond to me.

 

Flogged off and provided the technical support number, why did I even bother.

 

 

Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

swapple

Here's todays speeds.

 

As you can see, huge difference from the optus speed test vs ozspeedtest.

 

Took me  10 minutes to upload these 2 images

 

18052016ost.PNG

18052016.PNG

Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

Pete

Hey swapple, I get your concerns with this.

 

I can confirm although we have no ETA as to when the upgrades will be implemented, our engineers are working on upgrading all affected CMTS's. When this was reported to faults, had they registered your mobile number into a database so once we have more info on upgrades we'll notify you by SMS? 

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Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

swapple

Thanks for the response Pete.

 

I was not informed this, a case was logged to a specialised team and the agent told me someone will get in touch with me.

 

Case refer 14987917.

 

As you can see the speeds are totally unacceptable and not usable, speeds from 0.01 to 3Mbps fluctuating on a  youtube video that is 10 minutes long takes 30 minutes now, due to the constant buffering and stopping.

 

Games, forget that, can't even play anything with this sort of connection.

 

Web pages, the optus website doesn't even load.

 

The only time I can use my internet is on the weekend or before work in the mornings

 

I don't find it acceptable that I have to call up every month to get a $40 discount on a barely usable service, 8/30 days a month are the days I can use it. I don't have time for this. Even trying to get the discount is  a struggle, should be a simple look up my case, apply the discount and end of conversation, not a 30 minute wait and further 20 minutes of talking/troubleshooting.

 

Can you advise what can be done about this, permanently provide the discount until this is resolved, provide alternative means of internet service ( 4G device?) or ?

Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

Pete

It was nice chatting Smiley Happy Hope you have a great weekend. 

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Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

Dan_G

As a prospective customer, I'm doing my research and came across this thread. This convo is now almost a year old - I am wondering if these proposed upgrades have been completed? Can someone with insight please indicate the status of the aforementioned upgrades and whether the issue has been resolved?

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Re: Riverwood 2209, CMTS: rivrw6.nsw, cable issues.

swapple

In all honesty, no clear fix was provided to me or indication of when.

 

One day it suddenly started working again, haven't had an issue since maybe October 2016.

 

Running full 100Mb down and 1Mb up, haven't bothered to follow up, "someone will be in contact with me", 1 year later almost, no contact.  No issues since then till present, able to use the net nightly during peak with little to no issues.

 

Happy as it is, if it reverts back to the way it was I will be asking questions and it won't be as nice as last time.

None of this congestion bulls### as it does not even make sense.

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