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.
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.
Definitely strange that has happened, Statman2.
Glad you finally got the outcome you needed, thanks for letting us know!