Extremely slow mobile internet Freshwater 2096

[ValentinB]

Over the last few months experiencing extremely slow mobile internet at home (below 4Mbs on average). It seems to be better elsewhere, just at home and around it (Wyuna Avenue) is ridiculously slow. Optus support recommended to replace sim, but I doubt it will help, since it’s not the sim in general which is faulty but rather a particular location which matters. Being a Freshwater, no high rise or massive buildings were built lately, so it must be something with the mobile network itself.

[Ray_YC]

Hi ValentinB,

Nice part of the world you're in!

So it sounds like you've contacted Optus Support however it's not clear if they actually checked the home address? Suggesting to replace the SIM indicates there is no known issue there. 

What device are you using? Are there other family members in the home that use the Optus network who also have the same issue? The neighbours? 

[ValentinB]

Hi Ray,

Yes, both my wife and I are experiencing these problems with internet speed. It’s iPhone 7 and 8.

We haven’t asked our neighbours yet, but most likely they are using broadband plan at home.

We terminated our broadband contract more than a year ago, bumped up our mobile plans and were OK until these problems started persisting.

[Ray_YC]

Those iPhones are old-ish so maybe the suggested SIM replacement may do the trick, it's worth a shot. Before going the SIM replacement route you can also try your SIM in someone else's phone first.

Other than that the next steps would be to invite someone over who is also with Optus to see if they have the same issue, if they do that's pretty much all the evidence you need and to contact Optus again. If not, then it is the hardware being used. 

[ValentinB]

Hi Ray,

It is extremely slow even on not oldish Apple Watch series 5 with cellular, so I am almost 100% sure it’s a failure on Optus’es hardware side in the district.

Is there any way to make them to fix it somehow? It’s very annoying for the last half a year to not being able to use FaceTime, Skype and WhatsApp calls when even audio type of call often struggles with an appropriate reception.

[Ray_YC]

Hard for say as we haven't pinpointed the exact issue.

Technical Support will get you to go through various troubleshooting to try and identify it and go from there.

[DrMM]

I am experiencing same problem with terrible 4G Vol LTE. The reception in Soldiers Ave has been so bad that the only way to make and receive calls at home is to use WI-FI calling. As for mobile data it is so slow.

Optus really need to investigate and have these issues resolved ASAP or otherwise I like many others will have no choice then go to another network carrier.

[Tuong_YC]

Good morning @DrMM, that's certainly not great to hear. I have just run some checks on your network status and can see that everything is running up to par for Soldiers Avenue Freshwater NSW 2096 with no planned maintenance or outage reported. 

The service towers are showing to be active and working conditions, this may suggest that your concern was an isolated matter. Have you tried Troubleshooting as of yet? Give those a shot and see how you go. 

Should you continue to have issues after this, I would also recommend having a chat to our Messenger teams whom will be able to look into your services and advise further. Our teams are available 24/7 via the Optus App