Telstra promised Fibre to the house (FTTP) when I had FTTN and this is what happened [Part 2]

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Update 27th August 2018

I emailed Telstra the following (10 days after the TIO complaint expired)

——————-

(No answer was given)

Update 31st August 2018

Telstra called (11th contact) and said our old landline number may be ported in 2 weeks.

They also said they can’t give FTTP as promised or provide FTTP if we wanted to pay for it.

Update 4th Sep 2018

Telstra called and asked me to pay my bill. I have not been paying this (as advised by the Telecommunication Ombudsman). I updated the complaints team and they kindly zeroed the bill (thanks)..

Update: The bill now says our monthly fee (Aug) is $90+) instead of $79???

Update 10th Sep 2018

Our cat went missing 2 days ago and our microchip is linked to the dead landline number. Great 🙁

I updated our microchip details. I hope no-one tried to call.

Update 11th Sept 2018

Still our fault apparently and no sign of change inside Telstra from the Telstra leadership.

Update 8th Sep 2018

TIP: Our cat went missing and our Microchip records (our old landline number) is still down with Telstra. Never link a Telstra or landline number to a pet microchip.

UpdateFederal ministers Outreach and Responses

The Federal Communications Minister Senator the Hon Mitch Fifield (his Team) said they can’t do anything until the TIO case is closed. They also gave advice on taking this further after the TIO case is closed (satisfactorily or not).

My Federal minister the Member for New England the Hon Barnaby Joyce also said I can’t do anything with an open TIO case.

I tried arranging to close the case and the Telstra case manager denied this.

Update 12th Sep 2018

I noticed Telstra said we are now on a $40/m phone plan, previously we were on a PAYG plan $0/m.

Update 13th Sep 2018 (AM)

I called the case manager twice and got a voice mail. I have emailed the case manager 5x asking them to call back but no call.

I need to know

1. Why we are on a $40/m landline plan (we were on $0 PAYG plan)
2. Why we were SMS’ed an appointment to connect to the NBN next Monday.
3. Bill outstanding (for us to pay), the current bill is $94.54, why not $79 plus 22c in calls?

Update 13th Sep 2018 (PM)

I called the TIO office and asked when a case manager will be assigned as the original TIO case expired 3.5 weeks ago. The TIO office said they have no ETA and they are backed up.

The TIO office is emailing Telstra to call me within 2 business days (next Monday). I will wait for Telstra to call. I asked Telstra to send me a bill.

Telstra replied.

> We have placed a request to port in your telephone as a separate service on a casual $40 plan, once the service is successfully ported we will change the service number on your existing bundle.

It’s weird you can’t port a number without a landline monthly charge???

Update 14th Sept 2018

Telstra emailed.

>I have asked whether an appointment next Saturday (22/09/2018) is possible. I will let you know once I have an answer.

> I understand this is causing you a great amount of inconvenience, however I am advised that entry to your premises will be required as this will effectively be like a new connection.

> Once this service is connected, we will place a request to change the telephone number to ## #### ####.

I have asked Telstra if na NBN visit is required as I pre plugged in everything last time? I am happy to perform actions in my own home (router reboot etc).

I will update when I hear more.

Update 18th September 2018

Telstra called and said they cannot connect our old landline number until they disconnect us from NBN (data and phone) then we will need to wait 3 days and be reconnected. This is a limitation of NBN they said.

Update 18th of September 2018

The TIO SMSed’ me and said it will a few weeks until they can help, its been over 4 weeks so far.

Telstra have booked an NBN visit this Friday (news to me), I think Telstra need to work on appointments.

It’s now passed 75 emails too/from Telstra to get out landline back.

Update 20th Sep 2018

I have secured 11 days off work and informed Telstra of the days I will be home.

Waiting for an NBN appointment confirmation from Telstra.

I was going to recommend to the Telstra CEO to setup a better CRM to track clients and appointments but the Telstra CEO blocked me on Twitter

Update 21st Sep 2018

I took the morning off to be available for a mandatory morning NBN appointment, it’s 10:30am and still no sign of NBN.

I emailed Telstra twice and no answer.

I called my Telstra case manager and I just got voicemail.

I tweeted Telstra and no reply.

Twitter just replied:

Hey @Telstra is my NBN appointment still on today to reconnect my old landline? I am at home and no news, TIO case manager silent.

— Simon Fearby (Aussie DevSecOps) (@FearbySoftware) September 21, 2018

Apparently, Telstra cancelled today’s appointment and I was not aware of if.

Telstra rescheduled the technician’s visit to next month.

I requested a new case manager.

1pm and Telstra technician in Tamworth called, it appears they forgot to tell him the call was cancelled.

He said he just needed to set up the router, I said it is currently set up, synced and working. Video to come.

Update 2pm (router is already working).

Link: https://youtu.be/dR_S0fJgBO8

🙁

Update 24th of September 2018

Dead landline and wry poor data speeds, reported to Telstra twitter team.

No link or phone line.

This is not 50/20 network speeds.

25th Sept 2018 Update

Still no landline dial tone and slow data speeds.

Video: https://youtu.be/Z05NFnuRQi4

Telstra on Twitter said try live chat.

Live chat was fun (4 departments), first they though I had fibre. I convinced them I had FTTP.

Telstra gave a wrong number with no option 3to talk to a case manager.

Please contact billing.

The appointment has been moved to 1/10/2018?

Fingers crossed.

Update 26th September 2018

I received an SMS asking me to plug my router in tomorrow. I called Telstra and they said the landline and a data is being connected tomorrow and not on the 1st of October???

I emailed our case manager 5 times asking for a remedy timeline.

Update 27th September 2018

Our landline is back and our data is working but no services are attached to our account??

I hope this guide helps the Telstra complaints team.

Continue onto Part 5 (or go back to Part 3)

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Telstra promised Fibre to the house (FTTP) when I had FTTN and this is what happened [Part 2]

This post has been split up to make this page load faster: Read [Part 1] [Part 2] [Part 3] [Part 4] [Part 5]

Update Saturday 11th August at 6am

Update 13th August 2018 at 5pm

2nd level Telstra/NBN support called.

I was asked to connect my laptop to the router via ethernet. I can’t because I have an Apple Mac Book Pro with no ethernet port. I could hear the “shame-on-me-tone” for using an Apple and or WiFi. I understand they are just trying to blame equipment on my end?

Is Telstra expecting customers use Ethernet 24/7 over WiFi? I don’t recall seeing “must use ethernet and not WiFi” as a requirement in the Telstra signup pages?

I mentioned I purchased extra long 2.4/5Ghz) WifI Antenna and connected them to the routers external antennae ports. I did ask the Telstra installer and he said installing external antennates are ok. My nearest neighbour is 100m away and I have very little WiFi competition (I live next to a hill and doubt kangaroos are flooding my WiFi spectrum with data).

Telstra asked me to load: “telstra-nbn.speedtestcustom.speedtestcustom.com”

Error 404 while loading site (rep gave me the wrong URL)

Telstra asked me to load: “telstra-nbn.speedtestcustom.com”

Result: https://telstra-nbn.speedtestcustom.com/result/b50f39e0-9ec5-11e8-9584-3d0f09ebf877

• Down: 64.8 (on 100 Megabit Max Plan)

• Up: 22.0 (on 40 MegabitMax Plan)

– Telstra performed a remote line test.
– Telstra performed a remote router reboot.

Before the speed boost from 50 to 100 Megabit I was getting 24 Megabits speed tests (my previous ISP was 47 Megabits and 45 Megabits at worst?).

The speed boost from 50 to 100 Megabit was a consolation prize for not getting fibre?

I have asked Telstra will I have to pay for the 100 Megabit speed boost at the end of the contract (previous case managers have not confirmed if I will have to) after a few mins the NBN rep I was speaking too said I won’t have too (I won’t believe this until it is in writing)?

I asked Telstra to remove the speed boost again (I asked my case manager to remove this last week too).

I asked..

Q1) Why is Telstra about 1/2 the speed of TPG? (No answer?)

I was asked for download speeds again, the rep did not write them down.

I asked…

Q1) Do Telstra use a CRM?

I explained the terrible history of Telstra asking the same questions over and over again (“what was your customer ID with your previous ISP” and “what was your old landline number” etc)

A1) We can send notes.

Summary: Telstra said my speeds are fine for a device not connected by Ethernet.

I offered to set up Raspberry Pi with SNMP network logging to offer Router side (connected via ethernet) to log network traffic.

Telstra said no thanks we can get this from the node.

No ETA on getting our old landline number back again (1 month now).

Telstra said will call back. Call ended

Update 14th August 2018

The 9th case manager called (very hard to hear and understand). I was offered to leave the contract and relieve Telstra of the commitments. I declined. Telstra said a call is being logged to have my old number ported on the 21st (it’s been offline for 38 days already, what’s the holdup). The Telstra rep seemed angry (10 mins to home time?). 2 days of the TIO complaint resolution window left. I still feel cheated that I was promised FTTP and got FTTN.

Update when I hear more.

Update 15th August 2018 3pm

I am back on the 50/20 plan given Telstra could not guarantee the speed boost would not cost me at the end of the contract.

Speed Test Try 1: 35Mb down, 21.1Mb up.

Speed Test Try 2: 19Mb down 22Mb up.

Speed Test Try 3: 20.7Mb down 21.7Mb up.

This is a poor speed compared to my previous ISPs 47Mb down at this time of day.

Update 16th August 2018 (TIO deadline)

Asked Telstra on an update of all issues mentioned in the TIO complaint.

Waiting.

2pm, no reply from Telstra.

Waiting.

Telstra responded at 4:15pm and they..

• Telstra offered a penalty-free offer to leave the contract and go elsewhere. Stop with the “Go away” hints.

• They stated they are unable to provide FTTP (as previously offered). I’ll take this up further after our landline is back.

• I am having troubles having the free speed boost removed  (requested 3 times). I am not accepting a potentially costly service that performs as low as ADSL2. How about fixing the 50/20 problems.

Speed test of Telstra 100/40 🙁

Some days it is 65/22 (certainly not 100/40).

My neighbourhood is new (new copper), my previous ISP router estimated 90 Megabit speeds on FTTN. Maybe Telstra chips are bad at locking onto the signal.

I estimate I am 300m 400m from the node.

Update 5pm 16th August 2016 (TIO resolution deadline passed)

I have asked Telstra questions regarding the dates as to our landline requisition and removal of speed boost along with our file under FIO.

Telstra seemed more interested in offering to end our contract than fix internal problems or customers problems.

Update 17th August 7am

No Internet, No phone. Router was not pairing with the node again.

Speedtest app can’t find the Internet.

Speed test app failed to connect.

Router lights

?

I rebooted the router.

No known outages: https://outages.telstra.com.au

?

I had chat with the Telstra Twitter support.

Snip start
—–
I’ve been speaking with my colleagues from technical support, they’ve had a look at this and it looks like everything should be working but the (basic version they gave me) is that it doesn’t look like all the details are making their way to NBN’s side.

They’ve performed a port reset for the connection and now suggest that you factory default reset your modem (to force the modem to refresh and update the service details from the network). This can be done by holding in the reset button on the front of the modem for 15 seconds.

Let me know how this goes.
—–
Snip end.

I will factory reset the router at lunch as Telstra advised (hold down the reset button for 15 seconds).

The router is not booting after a reset.

I called Telstra support, Telstra asked me to..

• Reboot the router. No change.

• Plug the power pack into a different 240v socket. No change.

• Replug the power adapter back into the modem. No change.

• Plug a new power pack into the modem (I advised I do not have a spare 2.8 Amp power pack available).

They suspected a blackout in my neighbourhood. I advised everything else in the house is working.

They are sending a new router. It will take a number of days to arrive.

Telstra advised I can’t pick up a free replacement from the local Telstra shop (Telstra shops are not owned by Telstra and are not Telstra).

1 hour and 17-minute call.

Telstra was unable to add free quota to my wife’s Telstra mobile plan as compensation as she is not an authorised person on OUR account. I need to contact billing and arrange this.

No Internet or landline 🙁

Update 5pm on the 17th of August 2018

Internet and phone are down.

I tried to call Telstra to ask for extra mobile credit to get us through the weekend, I gave up after waiting 25 minutes.

After a few minutes, my Telstra case manager called back and was going to chase this up ( they authorised my wife’s mobile as my old is with Optus).

They did mention they are busy and did not read this blog post (as suggested by the TIO).

11GB has been added to my wife’s mobile plan to get us through the weekend.

I tested the 12v DC power pack with my multimeter (non-calibrated), it is delivering 11.31 volts DC.

Update Sunday 19th August 2014.

Phone and Internet are still dead (router power light flashing).

Telstra CEO replied on Twitter

My kids are writing complaint letters to @Telstra They really like the Internet and they are 4yo and 8yo. 🙂
— Simon Fearby (Aussie DevSecOps) (@FearbySoftware) August 18, 2018

Read replies here.

Update 20th August 2018 at lunchtime.

Replacement router arrived, setup, no phone or Internet.

I called Telstra support and while I was on hold the Internet came good. Our old number was supposed to be transferred by today (nope).

Update Wednesday 22nd August 2018

The Telstra complaint a team called and asked if my previous ISP is using our old landline number (I said I don’t think so as the number says not active when called).

Telstra said the request to port the number had “errored” and they would like 24 hours extra to re-request the number.

Still no official word as to not delivering FTTP as promised.

It appears the Telstra CEO and complaints team formulated this sentence blaming me?

Telstra CEO

Complaints team

Yes my desire for FTTP was fed by Telstra promising FTTP, is that my fault?

Update 3pm

50/20 Megabit is performing poorly this afternoon. 22.15 Mega it down. Failed to upload.

Next update tomorrow night.

Update 24th Aug 2018

Telstra called and said they are having issues connecting

Continue onto Part 4 (or go back to Part 2)

I hope this guide helps the Telstra complaints team.

Telstra promised Fibre to the house (FTTP) when I had FTTN and this is what happened [Part 2]

This post has been split up to make this page load faster: Read [Part 1] [Part 2] [Part 3] [Part 4] [Part 5]

Router Gear Turned Up

Pre-setup router ready for install day.

Support Fibre

The new router has a massive (2.8 Amp power pack too) and was way bigger than the copper router. My wife’s parents Telstra router (below) was tiny compared to the one we were sent.

The parent inlaws smaller copper FTTN router.

Install Day

The Telstra technician (just one person) arrived at 8:40am (while I was dropping off one of my kids to daycare). I came home to see the install had started.

Install took 1 hour to install and sync with Telstra. The install technician said it was FTTN not FTTP. What?? He said he can do Fibre to the Premise for customers in this region.

Telstra FTTN Performance (50/20 Megabytes)

My previous provider used to deliver 47 Megabits down at non-peak times and 19 Megabits up and about 44 Megabits down at peak times and 16 Megabits up.

For the first week, Telstra was about 10% below these speeds 44/18 non-peak and 7~44/18 peak. This is worst than my previous provider.

Update: 19th July 2018 9 pm

Update: 26th July 2018 (evening)

Update: 28th July 2018 (evening)

Speeds over time (speedtest.net)

Telstra NBN speeds are a mixed bag.

Ignore the 3rd last one, I was on a VPN testing IP whitelists.

Pending issues (Complaints with Telstra)

• No Fibre to the House (FTTP) as promised.
• They did not transfer over the existing landline number as promised. We got a new landline number.
• Data speeds are all over the shop.

Updates: 30th July 2018:

1st call from Telstra (02 8093 1112)

Telstra just called me on my non-Telstra phone number and asked me for my old NBN internet provider account number (I have given this to Telstra a number of times now). The complaints manager said he noticed the Telstra Social media team sent the number through but he had not read it. I opened my Twitter and gave the number to him.

The Telstra rep said, “Your date of birth is ##/##/#### right?”. This is not good security practices being followed.

P.S. I did ask for permissions to summarise this conversation on my blog.

2nd call from Telstra (02 8093 1112)

A Telstra rep called and asked for my old landline number (I have given this to Telstra 5 times already).

I gave the first two digits of my old landline to the Telstra rep (“67”) and he was confused, the third time he said it should start with “02” (I think he wants the area code in front of the old number).

I asked for my call to be escalated to a senior rep, I was on hold for 5 mins, he returned and said the supervisor was out at lunch and he will call back in 1 hour (he never called back)

4 calls in total from this number.

Still waiting for the FTTP complaint team to call back.

Looks like Telstra are having a shake up?

Telstra social media kindly escalated issues to the Executive Complaints Team requesting that this is addressed urgently.

Escalated to “Escalated Complaints Group”

Update 2nd August 2018:

No eta of my landline being transferred back, Telstra Representative (4th phone call) did not call back as promised. No phone reconnect status from Executive Complaints Team (4th level).

I did get two “generous” offers of a potential waived fee to leave Telstra 🙁

Q1) How many people get attracted to Telstra via claims of superior products and get switched to inferior products?

I will report this to the ACCC/Telecommunications Ombudsman.

Update 3rd August 2017

Telstra confirmed they received my TIO Complaint (and will investigate my speed, landline and fibre issues) and will call back next Tuesday. They did not read this post.

Update Monday 6th August 2018

Speed test results, no other users online at 9:30pm.

Our landline has not been migrated yet.

Update Tuesday the 7th of Aug 2017

Telstra indicated my data line has been “Reconfigured” and my landline was requested to be migrated from my old ISP.

The rep said they have not read my blog post (history).

Lunch time speed tests (for Telstra).

Try 1 (34.4 Mbps down and 17.3 up). My previous ISP would manage 47/18 at lunch.

Try 2 (28.2 Megabits down and 17.3 up).

Update 8th August 2018

A representative from the Executive Customer Care Team called and is looking into the three issues (fibre to the premise, old landline and slower data speeds). They promised about three days turn around in getting back to me.

30 minutes later another person from the Executive Customer Care Team called with a different approach (they were convinced my problems were not problems). They were not aware of the previous caller from Telstra.

I think the complaints team at Telstra needs a new CRM.

@andy_penn I had two seperate calls from the @telstra Executive Customer Contact Team in 30 mins with opposing assumptions and proposed outcomes for a TIO complaint. Little knowledge of past notes. Q1) Do you use a CRM in Telstra? cc @SenatorFifield https://t.co/3D8VylboBB

— Simon Fearby (Aussie DevSecOps) (@FearbySoftware) August 8, 2018

Update 9th August 2018 (12:02am)

Huge Instability and network dropouts.

ping telstra.com.au
PING telstra.com.au (203.36.148.11): 56 data bytes
64 bytes from 203.36.148.11: icmp_seq=12 ttl=245 time=30.873 ms
64 bytes from 203.36.148.11: icmp_seq=13 ttl=245 time=28.452 ms
64 bytes from 203.36.148.11: icmp_seq=14 ttl=245 time=31.157 ms
64 bytes from 203.36.148.11: icmp_seq=15 ttl=245 time=29.355 ms
64 bytes from 203.36.148.11: icmp_seq=16 ttl=245 time=103.648 ms
Request timeout for icmp_seq 17
64 bytes from 203.36.148.11: icmp_seq=18 ttl=245 time=90.864 ms
64 bytes from 203.36.148.11: icmp_seq=19 ttl=245 time=90.843 ms
Request timeout for icmp_seq 20
Request timeout for icmp_seq 21
64 bytes from 203.36.148.11: icmp_seq=22 ttl=245 time=100.834 ms
64 bytes from 203.36.148.11: icmp_seq=23 ttl=245 time=55.713 ms
64 bytes from 203.36.148.11: icmp_seq=24 ttl=245 time=103.982 ms
64 bytes from 203.36.148.11: icmp_seq=25 ttl=245 time=72.014 ms
64 bytes from 203.36.148.11: icmp_seq=26 ttl=245 time=36.747 ms
64 bytes from 203.36.148.11: icmp_seq=27 ttl=245 time=85.122 ms
Request timeout for icmp_seq 28
Request timeout for icmp_seq 29
Request timeout for icmp_seq 30
Request timeout for icmp_seq 31
64 bytes from 203.36.148.11: icmp_seq=32 ttl=245 time=28.236 ms
Request timeout for icmp_seq 33
64 bytes from 203.36.148.11: icmp_seq=34 ttl=245 time=31.573 ms
Request timeout for icmp_seq 35
64 bytes from 203.36.148.11: icmp_seq=36 ttl=245 time=31.465 ms
Request timeout for icmp_seq 37
64 bytes from 203.36.148.11: icmp_seq=38 ttl=245 time=32.821 ms

Update 10th August 2018

Telstra promised to call bank by midday but did not 🙁

Lunchtime speed test if a 50/20 plan

Speed test 1

Speed test 2

This is well below the usual 48Mbit speeds from my previous provider (and it’s not even peak time).

Update 3pm: Telstra got in touch. They needed my old ISP number again to pull the landline (I have provided this at signup and many times after).

Update 4pm (Telstra boost to 100Mbit FTTN)

Speed test 1

Speed test 2

Speed test at 8pm on 100/40 speeds

Just above 50/20 speeds.

Continue onto Part 3 (or go back to Part 1)