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New Contributor Statman2
New Contributor

Speed pack not working after modem change

Last week I had a modem replaced due to the original one being faulty.  Since then my 100 Mbps speed pack that I have had for quite a while has not been applied and I am only getting a max of 30mbps.  I have rung Tech support 4 times now and the issue has still not been resolved.  On Sat they told it has been fixed and normal service should resume in approx 4 hours but to no avail.  Today they told me to wait 3-5 days.  Surely it can't be this difficult.  

Any tips on what to do next.  Im actually out of contract and considering another service.

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Online Community Manager
Online Community Manager

Re: Speed pack not working after modem change

  I assume we’re talking Optus Cable Broadband (based on the speeds maxing out at 30Mbps)? 


Simply switching modems shouldn’t result in any changes to your speed pack. For a speed pack change, we’d have to physically remove the speed pack add-on. 


Other than replacing your modem, have you made any recent changes to your rate plan i.e. upgraded/downgraded?


I’d really suggest messaging our service team on Facebook or Twitter. They’ll be able to confirm what’s actually happened with this one. Based on the time-frames you’ve been quoted, it does sounds like the issue is sitting with our IT service team. 

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New Contributor Statman2
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Re: Speed pack not working after modem change

Thanks for the reply Dan. Yes it is Cable Broadband. We have not made any changes at all to the account - we have had a 100mbps speed for pack for a while with no issues at all.
Last Wed we had the modem replaced due to it being faulty and since then it has been stuck on a max of 30mbps. I have rung IT support multiple times and each time they have said different things. One claimed to have fixed it but to no avail. One said it has been escalated but Im a little confused as to why changing a modem has capped me at 30mbps and why it is so difficult to switch it back to what it should be it if has been accidentally capped.
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Online Community Manager
Online Community Manager

Re: Speed pack not working after modem change

Definitely strange that has happened, Statman2.


Confirming Dan's response, if you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.


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New Contributor Statman2
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Re: Speed pack not working after modem change

Ended up getting it sorted finally by using Twitter although it was not too easy. At first they told me that I never had a speed pack on the account and sent me a link on speed packs available which was pretty frustrating. It was not until I mentioned that I was on the Entertainment Plus Bundle that includes speed pack 4 that they admitted that I should have had it. So after a week of ringing around and IT telling me it was an IT issue it was just a matter of applying the speed pack and within an hour I had it. Still weird how the speed pack disappeared in the first place but it is finally sorted.
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Online Community Manager
Online Community Manager

Re: Speed pack not working after modem change

Glad you finally got the outcome you needed, thanks for letting us know!


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Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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