I recently had NBN installed at my house on Friday 6th of March. When i ordered it from Optus i ordered the Speed Pack 4 Upgrade which is clearly shown on the order confirmation. Upon completion of the installation i did a speed test and found out that i was only receiving 47mbs download. I called Optus and they advised that I was set up for Speed Pack 3 not 4. I requested it be upgraded to Speed Pack 4 that day. They said it was applied and would be working within 4 hours. I didnt work so i lodged a complaint and i now have a case reference number. The issue I am now facing is everytime the case manager calls me, there is no notes on my account or any reference at all that I have applied for speed pack 4 and i go through a constant loop between customer service applying speed pack 4 and the case manager ringing me to see if it is working. It still doesnt work and everytime the case manager calls there are still no notes on my account about the other 15 calls i have been through. My latest call with customer service was that Speed Pack 4 still wasnt applied to my account (Big Surprise) but they said there wasnt an access link to connect to to upgrade to speed pack 4.
My questions are,
why is that everytime i call someone or the case manager rings me, they have no information regarding the previous calls at all? Extremely frustrating and unprofessional
What is the access link they are referring to and how does it get fixed?
Its been almost a week now and i still dont have my desired speed I originally requested. If optus cant offer speed pack 4 why do they advertise it?
I am getting close to terminating my contract and moving on to a provider that will supply what they offer