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 smaller: Read [Part 1] [Part 2] [Part 3] [Part 4]

Update Saturday 11th August at 6am

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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.

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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.

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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).

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 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?

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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.

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