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Slow evening internet speeds 3 months in contact with Optus no answer as to why

Mat_Mat_Matty

I have been in contact with optus for the last 3 months about our slow evening speed ranging from 0.5 - 4MBPS. Have promised to have technicians from NBN twice now to investigate the problem and my wife has waited at home with no show when called told us that there was no need to send technician after organising time with us but still no resolve. Frustrating when you have to wait 2 hours to stream a purchased tv show or movie.

 

Re: Slow evening internet speeds 3 months in contact with Optus no answer as to why

[ Edited ]
petergdownload

If you are getting 3Mbps and Optus can't resolve the issue (its their job to organise the NBN if needed) then contact Optus and agree to cancell any contract you have. Find another RSP that can provide better performance and customer service.

 

Peter Gillespie

 

NB You mention slow evening service? Does this mean your off peak speeds are acceptable? If so then the issue is entirely on Optus as the line is obviously capable of delivering the bandwidth advertised, however Optus are not supplying it. 

 

Re: Slow evening internet speeds 3 months in contact with Optus no answer as to why

Ray_YC

This is not something that we can assist with here on the forum.
Please follow our complaints process.  


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Re: Slow evening internet speeds 3 months in contact with Optus no answer as to why

Mat_Mat_Matty

Spoke again to optus tonight after a case manger was supposed to ring us today but did not ring us. Was told that that the case manger will ring us again tommorow as been told numerous times now for the past 3 months. Asked to speak to a supervisor and was told it was over an hour wait have completed the complaint process online and expect the same result.

Re: Slow evening internet speeds 3 months in contact with Optus no answer as to why

Mat_Mat_Matty

Thanks Peter for the response we get a good speed in the non peak during the day of 30 + MBPS but as soon as night comes the speed drop to below 3 MBPS. Have asked if trees can block the reception to the tower but keep getting the answer that ther is nothing wrong with the service. We live in the 21st century surely we can stream a movie after we purchase in less than 2-3 hrs. 

 

Ps note we have had this service for 2 years and have only had speed issues the last 3-4 months. 

Re: Slow evening internet speeds 3 months in contact with Optus no answer as to why

[ Edited ]
petergdownload

So the connection is fine. IME trees tend to be there in day time and night. Smiley Happy 

 

It sounds like you are on wireless NBN. That has been problematic but you should be getting better normally.

 

The 'drop' suggests congestion. Optus should be sorting it out on your behalf. 

 

If they can't then I suggest you look to other RSPs to do better. If Optus can't supply their advertised speeds then you can cancel any contract without penalty.

 

Peter Gillespie

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