NBN Speed less than 2mb on 50MB plan

[indlad]

Hi Optus team,

               This is completely unacceptable with the kind of speed that i am getting on my 50MB NBN plan. 

I ran speedtest and getting less than 2MB in the evening after 7PM and tried the same in the day time at 11AM and getting lowest speeds.

Already complained and first engineer said that they are going to escalate to NBN but when I called today the engineer said no it is not escalated to NBN and he will escalte it now (after 2 days).

I got a call from work and i couldn't work from home to login to work as the NBN is very slow and kids doing their assignments got delayed already for 2 days now. Absolutely no urgency from Optus.

I heard Telstra has the SIM to the Modem and for any reason if the speeds are not good we can connect to the WIFI and continue to work. If OPTUS cannot handle these complaints and blame NBN this is not going to work.

I want fix for this Urgently.

Dan.,

[Tano]

Hey @indlad, sorry to hear of the experience and service issues you're experiencing there! Can you send through a private message with the following info so we can take a look? If necessary we can escalate this through to our Tier 2 team.

Full name

Account/phone number

DOB

Are you the account holder: Y/N

[SteveGee]

Welcome to my world four weeks back.

standby for the spin doctors.

one disconnect all devices.

two get one pc onto Ethernet and plug it 8nto your modem.

three talk to. High end team only.

four talk to ceo of optus

five lodge two complaint.

six get ten bucks off yep true story.

seven wait four weeks for new modem which never arrives.

eight chat chat chat pm pm pm prob from Dan boy.

nine wait wait wait.

ten test test test.

 Also ran a 5 g extender this improved things as the wifi from white modem is very poor.

you must make sure you have good wifi and no congestion.

for office I now run wired with Ethernet but many devices don’t have Ethernet ports so good luck on that score.

dont leave anythinturned on that you don’t need.

and be patient. 

good luck my bill is due after four weeks will not be paying it

tio and VCAT here we come

psy for 50 aka 40

get wild variations

750 metres FTTN

[SteveGee]

And when you are done with Dan find out where My new modem is please.

four weeks and waiting.

[indlad]

Been through these 10+steps with 5 other engineers. Optus could have avoided number of chats that i created and as you said my modem is on its way and don't have hopes now whether i receive it or not. 

kids couldn't complete assignment and i cannot work from home and want Optus to pay for all the grief they caused.

I have send the details in private chat and absolutely NO UPDATE from Optus.

HELLO OPTUS, are you watching?????????????????????????

Any recommendation guys for a reliable service? Telstra ? 

Dan.

[Dan_C]

Hi @indlad, I've replied back to your private message.

You're welcome to chat with us there 🙂 

[SteveGee]

How did your chat go?

mine dropped out

what a joke 

speed is sloow

[indlad]

Hi Steve,

     NBN tech came today and he tested the speed and said that the issue is with the network and he said he will raise another ticket for NBN Network team to look at this issue.

had a chat with Optus tech after that he said the my reference ticket is closed as the issue is fixed. Asked him to reopen as the issue is not solved yet.

One thing the NBN tech did was there was a spilitter with Foxtel and he removed that and connected directly and i tested the speed after than and got 9MB which is better than 1MB but still not good enough for 50MB plan that I pay and that too at 9:30AM which is completely off peak time.

Optus said the issue is with Modem and they will order new modem and again came back and said that the modems are out of supply. Hopefully i get the new modem and NBN fixes network issue.

It seems i had this issue from 22nd July and hoping Optus will not chanrge me for this time.

Dan.

[indlad]

what are my options here. 

The Speed issue was happening from 22nd July 2018 and I have noticed and compalined on 1st Aug 2018. Do I have to wait for 3 weeks to complain to TIO - https://www.tioonline.com.au/consumers/new/?

Dan.

[SteveGee]

FWIW

I went to TIO

TIOP- threw it back to OPTUS

Was getting some where a week back

promised a BLACK faster MODEM NOT

cheques in the mail they say yeah right!

Nothing

postie postie dont be slow send my modem go go go sorry LOL

now have private mail saying we are investigating

 no kidding

round and round and round

SPIN DOCTORS

GO TIO it cant hurt

and they will call you eventually

In the mean time they DD our accounts and we pay for 50 and get 8-10