Draft Post – This post is for Telstra.

Unresolved Issues with Telstra

1. Telstra promised Fibre to the premises but delivered fibre to the node (deceptive bait and switch?)
2. Landline number was not transferred over (spoke to Telstra dozens of times by phone, dozens by email/chat/twitter).
3. Data speeds are slower than previous provider (Telstra said they are fine).

I was already with NBN (FTTN, ISP Name redacted) on a 50/20 Megabit plan and Telstra promised fibre to the house (FTTP) instead of FTTN and this is what happened (still unfolding…).

Telstra NBN (FTTN)

You can read my change over from ADSL 2 to NBN posts here. I was paying for a 50 Megabit Down and 20 Megabit up plan and it was not very after 5 months. I am not into torrenting unless downloading essential Raspberry Pi images or Linux ISO images. I needed a faster and more reliable internet connection and phone line.

My landline was down for 30 days and because I had a stroke recently (all good touch wood) a working phone line is very important. My previous provider said they can’t escalate issues unless the data line is completely down. Some days the internet was fine other days it was terrible.

I was sent a number of routers from my previous ISP to try an diagnose the dead landline and bad NBN speeds.

I was sick of the poor speeds of FTTN NBN. I was frequently talking to my previous NBN provider and had to perform daily router reboots. Some days NBN 50 Megabit seemed like being on a modem on a good day or ADSL1 on a bad day.

All support calls with my previous ISP support usually went one of two ways

• We cannot escalate this issue (dead landline/slow data speeds) to NBN because your router is “syncing” (all be it slowly and with a dead landline).
• We will send you a new router (mostly with experimental firmware?).

The landline stopped working and we got used to rebooting the router multiple times a day.

NBN is having troubles?

NBN woes signal boom in fixed wireless broadband internet (1 in l 6 NBN connections fail.

1st Telstra Inquiry

On the 30th June 2018, I chatted with Telstra to investigate Telstra NBN options.

Telstra Chat Transcript (*** = “*** removed delayed replies for readability ***”. Some numbers have been pre redated by Telstra?, Telstra Typo’s not corrected.)

P.S The real name provided by the Telstra Operator has been replaced with TelstraOperator (as I promised to hide names when asking for permission to post the conversation on my blog).

fyi: Alison and myself (Simon) are married.

> Info: Thank you for choosing Telstra 24×7 Live Chat. A representative will be with you shortly. At the conclusion of your chat please take a few moments to give us some feedback on your experience today.
> Info: All agents are currently assisting others. Thank you for your patience.
> Info: You are now chatting with TelstraOperator.
> TelstraOperator: Welcome to Telstra, this is TelstraOperator one of the sales representatives. How may I help you today?
> TelstraOperator: Hello Alison how are you?
> Alison: (***Asked about switching NBN to Telstra***)
> Alison: Do you we need to leave the current provider or can we transfer?
> TelstraOperator: Could you please provide me your account /home number with complete name and Date of birth? I will quickly have a look.
> …
> Alison: (*** I provided my addresss ***)
> Alison: (*** I provided my landline ***)
>TelstraOperator: I Thought you are existing Telstra customer
> Alison: Telstra mobile but (Previous ISP Name) phone
> Alison: We want the phone and nbn to be on Telstra with mobile number
> …
> TelstraOperator: Thank you for the address, and yes while palcing the order you will get a option to enter your deatails, so our team will cancel your current broadband plan and switch to Telstra.
> Alison: Nice
> TelstraOperator: Thank you, (Please allow me a moment while i check the same in our system.)
> Alison: Ok
> Alison: I have an optus phone I am willing to switch ove too
> Alison: Over
> TelstraOperator: Greta, yes you can switch your number as well with us.
> TelstraOperator: After running the serviceability check it was found that Telstra will be able to provide you service via NBN which is the fastest fiber optic based technology we offer, and with our NBN plan you will get 50 mbps speed .
> Alison: Are you sure it’s fibre optic?
> TelstraOperator: Great! Based on the information you have provided today, I would like to offer you _ our $79 plan for ***** gb data per month + new smart modem free , and pay as you go calls, however if you want the cals so you can add our calling pack any time for $10 unlimited loclam national ,Aus mobile calls .
> TelstraOperator: And yes its a fibre optic .
> Alison: Our nbn at present is copper vdsl
> Alison: sounds great
> Alison: Do we pay extra to upgrade our house line to fibre from copper?
> TelstraOperator: Thank you, and like to
> TelstraOperator: iNFORM*
> TelstraOperator: Like to inform*
> Alison: What deals can we get with a landline phone, nbn 50/20/***** and 1 or 2 mobiles a month?
> Alison: Sounds good, thanks
> TelstraOperator: After sign up our $79 plan our team will come to your place to set up our service for you,and there is only one time fee of $99 for activtion feeand this fee will be add on your firts bill , so no need to pay any thing right now , and this fee will cover all like set up , line connection technical team visiting etc.
> TelstraOperator: And yes on $79 plan you can add mobile plan as well any time .
> …
> Alison: Can you double check please the fibre optic, is this to the house or nbn cabinet?
> TelstraOperator: Sur
> TelstraOperator: sure*
> Alison: Can I share these awesome details on my blog? So sick of (*** Previous ISP Name ***) NBN
> TelstraOperator: Thank you for waiting, as I have checked and confirm with my team as well, so yes fibre optic its availabl.
> TelstraOperator: Order Processing You will have to place an order from the Telstra website itself, I will help you with the process whenever you are ready.
> Alison: fibre to the house?
> …
> TelstraOperator: Yes , You can connect to the nbn™ network via Fibre to the Curb technology.
> TelstraOperator: Fibre.
> Alison: Oh, so it’s not fibre to the house but copper from the house to the node then fibre the exchange from the node
> TelstraOperator: Yes, but do noty worry.
> TelstraOperator: As I have inform you
> Alison: yes fibre or copper from the house? Huge differences.
> TelstraOperator: That after signup the plan our team will come to your place to do all teh set up from your streret to your house
> TelstraOperator: With a fibre .
> Alison: Sorry to be a pain and ask for clarification but it’s copper from the house to the node not fibre. Answers being blogged here for other to read https://fearby.com/article/upgrade-adsl2-fttn-nbn-national-broadband-network-australia-journey/
> TelstraOperator: I understand it’s been an inconvenience and I’m sorry., but let me explain .
> Alison: Not sure it’s legal for you to say I can get fibre nbn when it’s copper to the node?
> TelstraOperator: As I have inform that our team will set up the service from your street to your home, it means our team will do the new cabling from your strtyee to your home, of fibre .
> Alison: FttN or FttC
> TelstraOperator: For thaat reason only there is one time fee of $99 .
> Alison: Awesome
> Alison: Do we pay for the fibre from our house to the street? Our driveway is 80m long
> …
> Alison: Nice, based on your advice of new fibre and price, we will signup ASAP, do you have a reference number we can use to lock this in?
> TelstraOperator: Thank you we can sign up the plan now as well
> TelstraOperator: And after sign u p the plan our team will call you with i 24 hours for the confirmatoin.
> TelstraOperator: Order Processing You will have to place an order from the Telstra website itself, I will help you with the process whenever you are ready.
> Alison: I need to confirm we can exit our nbn plan from the current provider first
> Alison: do you have a reference number for this chat?
> Info: The chat transcript will be sent to: simon@fearby.com at the end of your chat.
> : ThatTelstraOperator’s fine , no worries please take your time,and once your ready so please feel free to chat back with us
> TelstraOperator: I hope I have replied all your queries successfully?
> Alison: It has, awesome news tekstea
> Alison: telstra
> TelstraOperator: Thank you,I have a small favour to ask.
> TelstraOperator: It has been a pleasure serving you, please take a few moments to give us some feedback on your experience today. Please Initiate the End Chat Session Now, by clicking the (+) sign, and Select the ‘End Chat Conversation’ and you can also get a copy of our chat transcript by selecting ‘Email Transcript’ button.
> TelstraOperator: Thank you,I am glad I was able to assist. Is there anything else I could help you with today?
> Alison: Yep, can I share this info on my personal blog? happy to blur out names.
> TelstraOperator: yes of cource you camn
> Info: The chat transcript will be sent to: simon@fearby.com at the end of your chat.
> TelstraOperator: can*
> …

Summary

• TelstraOperator: Great! Based on the information you have provided today, I would like to offer you _ our $79 plan for ***** gb data per month + new smart modem free , and pay as you go calls, however if you want the cals so you can add our calling pack any time for $10 unlimited loclam national ,Aus mobile calls .
• TelstraOperator: And yes its a fibre optic .
• Alison: Do we pay extra to upgrade our house line to fibre from copper?
• Alison: Can you double check please the fibre optic, is this to the house or nbn cabinet?
• TelstraOperator: Thank you for waiting, as I have checked and confirm with my team as well, so yes fibre optic its availabl.
• Alison: fibre to the house?
• TelstraOperator: As I have inform that our team will set up the service from your street to your home, it means our team will do the new cabling from your strtyee to your home, of fibre .
• Alison: Do we pay for the fibre from our house to the street? Our driveway is 80m long
• Alison: Nice, based on your advice of new fibre and price, we will signup ASAP, do you have a reference number we can use to lock this in?

I was left thinking that I was being offered fibre to the house (FTTP – fibre laid up my driveway).

Telstra promise of Fibre (FTTN)?

Street to the house cabling (Fibre).

Fibre to the house sounds awesome.

Exiting my contact with my previous ISP

I asked my previous ISP to release me from the contract I was in (given the ongoing issues)

My previous ISP called and said that I can leave the contract 🙂

2nd Telstra Inquiry (and switchover to FTTN)

On the 3rd of July 2018, I contacted Telstra Chat to confirm fibre again and to switch over if it was fibre.

Telstra Chat Transcript (*** = “*** removed delayed replies for readability ***”. Some numbers have been pre redated by Telstra?, Telstra Typo’s not corrected.)

P.S The real name provided by the Telstra Operator has been replaced with TelstraOperator (as I promised to hide names when asking for permission to post the conversation on my blog).

> Info: Thank you for choosing Telstra 24×7 Live Chat. A representative will be with you shortly. At the conclusion of your chat please take a few moments to give us some feedback on your experience today.
> Info: You are now chatting with TelstraOperator.
> TelstraOperator: Welcome to Telstra, this is TelstraOperator one of the sales representatives. How may I help you today?
> TelstraOperator: Hello Simon , how are you?
> Simon Fearby: Hello, (Previous ISP Name Redacted) just said I can exit a 50/20 NBN contract early so I can switch to Telsta NBN (Connect Plus)
> Simon Fearby: Shall I cancel with (Previous ISP Name Redacted) then signup with Telstra to make things smoother or transfer and have Telstra pull the number etc?
> TelstraOperator: That’s good to know, and good choice of plan, Sure I Telstra sure provide teh service,and Telstra will cancel yourt current (Previous ISP Name Redacted) plan as well .
> TelstraOperator: While placing the order you will get a option to enter your (Previous ISP Name Redacted) details
> Simon Fearby: So I should signup with Telstra, enter address and number and then have Telstra pull services then call (Previous ISP Name Redacted) to ensure all is cancelled?
> Simon Fearby: Nice.
> TelstraOperator: Yes corret .
> TelstraOperator: Can I have your complete address to perform a serviceability check for you?
> Simon Fearby: I cant wait, Telstra’s service sounds great.
> Simon Fearby: (*** I provided my addresss ***)
> TelstraOperator: Thank you, in our $79 plan you will gte ***** gb data per month+ new smart modem free , no calls included , however if you want the calls so you can add our $10 calling pack for ulnimited local, natioanl ,Aus mobile calls .
> Simon Fearby: Thanks
> Simon Fearby: We dont make many calls. 🙂
> Simon Fearby: So we signup online?
> TelstraOperator: After running the serviceability check it was found that Telstra will be able to provide you service via NBN which is the fastest fiber optic based technology we offer, and with our NBN $79 plan you will gte 50 mbps speed.
> Simon Fearby: Do we pay extra for fibre to be installed?
> TelstraOperator: Once the order will be placed, soon you will receive an email and SMS about the package details. The plan/bundle will be activated in your account within 5 to 7 business working days based upon cabling work required . The necessary devices will be sent within 5-7 business working days, and if you want in urgent so while placing the order you can select connect me soon option.
> TelstraOperator: NO , There is only one time cost for $99 for activtion fee, and thsi fee will be add on your First bill so no need to pay any thing right now , and this fee will cover all like set up, line connectiojn , technical team visiting etc.
> Simon Fearby: Thanks for your information, this has made me decide switch 🙂
> TelstraOperator: Great, Order Processing You will have to place an order from the Telstra website itself, I will help you with the process whenever you are ready.
> Simon Fearby: Will do tonight.
> Simon Fearby: Thanks TelstraOperator
> TelstraOperator: Sure, but I like to suggest to go right now
> TelstraOperator: Because I will be there online for you
> Simon Fearby: go and get connected?
> TelstraOperator: So if you stuck in ay question so i can help you
> …
> TelstraOperator: So you can sign up the plan any time .
> Simon Fearby: Just to confirm we dont need to pay for the fibre optic trench form the cabinet to the house up our driveway?
> TelstraOperator: No need to pay any extra
> TelstraOperator: The $99 wil cover all.
> TelstraOperator: will *
> Simon Fearby: Im happy to switch now, just got the ok.
> TelstraOperator: Awesome, so shall we go a head to sign up the $79 plan ?
> Simon Fearby: Yep.
> TelstraOperator: Sure captain .
> TelstraOperator: https://www.telstra.com.au/broadband/plans-bundles
> Simon Fearby: Lets do this
> …
> TelstraOperator: please visit the above link to sign up the $79 p;lan
> Simon Fearby: done
> TelstraOperator: After visit the link, please enter your address.
> Simon Fearby: I can self install
> TelstraOperator: Yes
> : You have to select self install option.
> TelstraOperator: When you click ‘select’, it will take you to the online order form. You will have to fill the details and pass me the Order Reference Number that is generated after the order is placed successfully for further processing.
> Simon Fearby: doing now 🙂
> Simon Fearby: Whats “Registered Priority Assistance customer.”?
> TelstraOperator: Sure,please take your time, and once you done, please pass me the order id munnuimber for the further process, and Thank you. I am there online in case you need any help.
> TelstraOperator: We offer Priority Assistance which is a free service designed to help customers who have (or are living with someone who has) a diagnosed life threatening medical condition and whose life may be at risk without access to a fully operational phone service. Eligible customers can register for Priority Assistance and we will install a Priority Assistance customer’s first home phone line at their address as quickly as possible.
> Simon Fearby: just confirming phone bundle
> TelstraOperator: Yes
> Simon Fearby: can i select the $10 unlimited calls option later?
> TelstraOperator: yes of cource
> Simon Fearby: “Yes, with another service provider and I want to switch to Telstra” = (Previous ISP Name Redacted)?
> TelstraOperator: you can add the add on stuiff any time .
> TelstraOperator: Stuff*
> Simon Fearby: nice
> TelstraOperator: Yes correct ,and enter your (Previous ISP Name Redacted) details.
> Simon Fearby: “Connection Type” = Cable Other?
> TelstraOperator: please select other .
> TelstraOperator: As part of your service, your name, address and phone number will be published in the printed and online White Pages directories and available from Directory Assistance. If you don’t want your details published, we offer a private number service called Silent Line free per month. We’ll also block your number so that when you call others they won’t be able to see your number. It’s important to know that a Silent Line alone won’t stop all telemarketing or unwanted calls. Would you like a silent Line?
> TelstraOperator: As part of the Telstra family it’s important to know all the best ways you can make changes and view your account online. Your first stop for all things related to your account is My Account found at: https://www.my.telstra.com.au. Here you can view your accounts, current invoices and make change requests to your accoun
> TelstraOperator: The whole process takes anywhere from 5 to 7 business days to get you connected after you sign-up.
> TelstraOperator: You won’t be charged for any excess broadband usage, however your speed will be shaped to 256 kbps for that month or until you do a data top-up.
> TelstraOperator: Your Telstra Technician will call when they’re on their way. Please allow around 4 to 5 hours for your appointment. You must have : an authorised representative on your account on site and available during your appointment(s), access to all work areas (including any required work permits), access to any service configuration emails that we’ve sent you, access to any relevant usernames and passwords. If your installation requires any non-standard services or equipment, your technician will discuss your options and let you know any extra costs before commencing work.
> TelstraOperator: We offer the option to connect to the nbn network if you’re confident with installing your own devices and if your home set-up is fairly simple, this would be the ‘Self Install’ option. If a standard Professional Installation/ tech visit is required, there will be a charge of $240 (one off). The $240/standard Professional Installation/ tech visit fee is available on a 12 month service repayment option. Additional costs will apply if you have complex cabling requirement
> Simon Fearby: DONE.
> TelstraOperator: There must be a working phone line/cable in the property for Telstra to provide services. If cabling is required, additional charges may incur.
> TelstraOperator: https://www.telstra.com/content/dam/tcom/personal/help/pdf/cis-personal/bundles-c/personal-critical-information-summary-telstra-plans-bundles-MOSC2160.pdf
> TelstraOperator: The above link its for our $79 Critiacl info summary , so you can go throuigh it any time .
> Simon Fearby: how do i pay?
> TelstraOperator: you will get a bil after 30 days .
> Simon Fearby: What about $99 setup fee?
> TelstraOperator: It will add on your First bill.
> TelstraOperator: And from second montyh it will be $79 per month .
> Simon Fearby: Nice.
> Simon Fearby: When will the fibre be connected to the house and router turn up?
> TelstraOperator: After sig up the plan our team will come to your place to set up our service for you, and our team will call you with in 24 hours for the confirmation.
> Simon Fearby: Thanks
> TelstraOperator: Thank you, once you done please pass me the order number /
> Simon Fearby: Today?
> Simon Fearby: So I check email?
> Simon Fearby: ########
> Simon Fearby: What’s next? We’ll process your request within 24-48 hours and contact you to clarify details of your order if required. Your order Order reference number: NA########
> TelstraOperator: NO , OUR team will create a pass word them you can checked the email .
> Simon Fearby: thanks, so that is?
> TelstraOperator: Fantastic,thank you for the order id number, soon you will receive an email and SMS about the package details. and one call fro our team with in 24 hours for the confirmation.
> …
> TelstraOperator: Just to summarise what you have purchased today our $79 copnnet plus plan with NBN
> TelstraOperator: My account As part of the Telstra family it’s important to know all the best ways you can make changes and view your account online. Your first stop for all things related to your account is My Account found at: https://www.my.telstra.com.au. Here you can view your accounts, current invoices and make change requests to your account.
> TelstraOperator: CrowdSupport If you have further questions about your services in the future, I also recommend visiting our crowdsupport page at: https://crowdsupport.telstra.com.au/. This is a digital community providing support and answers to a list of commonly asked questions by our customers. Have a browse and ask a question, there are no bad questions.
> Simon Fearby: Yes, with pay as you go phone.
> TelstraOperator: I hope I have replied all your queries successfully?
> TelstraOperator: Yes correct .
> Simon Fearby: Thanks, can I tell my friends on blog how awesome Telstra are?
> Simon Fearby: https://fearby.com
> TelstraOperator: YES please .
> Simon Fearby: Thanks
> …
> TelstraOperator: It has been a pleasure serving you, please take a few moments to give us some feedback on your experience today. Please Initiate the End Chat Session Now, by clicking the (+) sign, and Select the ‘End Chat Conversation’ and you can also get a copy of our chat transcript by selecting ‘Email Transcript’ button.
> …
> TelstraOperator: Thank you for visiting Telstra, have a nice day.

Summary

> TelstraOperator: After running the serviceability check it was found that Telstra will be able to provide you service via NBN which is the fastest fiber optic based technology we offer, and with our NBN $79 plan you will gte 50 mbps speed.
> Simon Fearby: Do we pay extra for fibre to be installed?
> Simon Fearby: Just to confirm we dont need to pay for the fibre optic trench form the cabinet to the house up our driveway?
> Simon Fearby: When will the fibre be connected to the house and router turn up?

Again I was expecting Fibre to the house.

Router Gear Turned Up

I pre-setup the router ready for install day.

The new router was 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. I noticed our router had Fibre printed on it 🙂

Install Day

The Telstra technician (just one person) arrived at 8:40am (while I was dropping off one of my kids too 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.

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.

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 aksed me to 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 conselation 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 wont have too (I won’t beleive 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) logging.

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..

• Offered a penalty free offer to leave the contract and go elsewhere. PASS

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

• Offered 2 months free bundle. PASS

• Failed to remove the free speed boost from 100/40 to 50/20 (requested 3 times) . I am not accepting a potentially costly service that performs as low as ADSL2. How about fixing the 50/20 problems (my previous ISP was faster).

Speed test of Telstra 100/40 🙁

Some days it is 65/20 (certainly not 100/40).

My neighbourhood is new (new copper), my previous ISP router estimates 90 Megabit speeds on FTTN.

I estimate I am 300m from the exchange. I still suspect a fault somewhere?

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 paired with the node?

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 awesome 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 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 pickup 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 were 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 is down.

I tried to call Telstra to 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 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 is still dead (router power light flashing).

Expecting the landline to be connected tomorrow.

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.

Next update: 20th Aug 2018 5:01pm.

Next update on Monday.

WiFi Research
I found this Telstra Wifi Page:
https://www.telstra.com.au/broadband/extras/getwifi

I Downloaded the Telstra home Dashboard App https://play.google.com/store/apps/details?id=com.telstra.wifidiag

House Plan

Wifi Speeds

Next update: After the next Telstra call.

Links

• ACCC report on NBN speed show some customers aren’t getting what they paid for.
• NBN Co considering mechanisms to slow down heavy NBN users (Gamers)? Will Netflix users be next? This sounds like modem dial-up days and low quotas again 🙁
• Better Internet For Rural, Regional And Remote Australia (BIRRR) volunteers helping fix NBN connections – IT Wire
• NBN backflips on 1 gigabit speed promise
• Telstra’s full-year profit falls 8pc to $3.6 billion as NBN rollout erodes business
• Telstra offers to compensate 42,000 customers for slow NBN speeds
• NBN came in like a wrecking ball, and worse is to come
• TIO Complaint Handling Procedure

Conclusion

I will update this guide with new details as they come in.

I must say the Telstra Social media team have been great, they have passed information onto the various teams. Unfortunately, they are unable to help in depth (restricted by Telstra?).

I hope this guide helps the Telstra complaints team.

Revision History

V3.7 Telstra CEO replied on Twitter.

V3.6 TIO added link to Complaint Handling Procedure.

V3.5 mobile quota update.

V3.4 Weekend with no Internet or phone.

V3.3 dead router, no internet or phone.

V3.2 todo factory reset router.

V3.1 No outages nearby

V3.0 No Internet.

V2.9 TIO resolution time expired.

V2.8 TIO complaint update.

V2.7 no reply from Telstra today, added profit fall link.

V2.6 early update on final day of TIO complaint

V2.5 3pm speed test added.

V2.4 Telstra called.

v2.3 Added WiFi MAp and Telstra call details.

V2.2 added 100/40 FTTN 6am speed test

V2.1 added 100/40 FTTN night speeds.

V2.0 added 100 Mbit FTTN

V1.9 Telstra were in touch.

V1.8 added lunch time speed test.

V1.7 added back flip link on 1gb speeds

v1.6 Instability and dropouts tonight

v1.5 Complaint is back to the Executive Customer Contact Team 🙁

v1.4 NBN Co to slow down heavy NBN users?

v1.3 added requested speed test

v1.2 speed test falling well below 50Mb.

v1.1 Telstra received my TIO complaint.

v1.0 Escalated to ACCC and Telecommunication Ombudsman

v0.99 update 2nd August 2018

v0.98 added Links section

v0.97 Escalated to Telstra “Escalated Complaints Group”

v0.96 Next update in 2 days.

v0.95 escalated to Executive Complaints Team

v0.94 added Telstra link

v0.93 added 2nd phone update.

v0.92 added update re phone line.

v0.91 added nbn issues article

v0.9 Draft Post