To Whom is bothered In Telstra to read this,
My name is Suzie and have been a loyal Telstra over 3 years customer after leaving another carrier. I migrated my mobile and home phone and internet all to Telstra and up until December 2015 everything has been perfect...til
Mid November 2015 my internet speed drops from 80-100mb/sec to 30-38 maybe on Sunday afternoon 41mb/sec. Every second day the speed drops to 2 or 3 mbs and no intenet for 1 or 2 hours.
So the first thing I do is discontect the power to the cable router/modem wait 2 or 3 min and then re connect. Normally no probs then away we go.
But December 5,2015 is when i the rolla-coasta ride starts.
Speed drops down to 20 maybe 23/24mb sec. internet drops so low that cant use FB via my phone, no netflix for the kids, not even enough data bandwidth to send a i-message to another iOS device!
After two weeks of turning the cable router/modem on/off. enough is enough. So the 20th December 2015 my husband rings telstra customer service and the usually trouble shooting discussion starts. At first the operator denies that their is an issue with the network saying it is a fault at our house. After explaining our experience and how we have been monitioring the internet speed via how long it takes to get a netflix movie to full resoultion and from taking 15 seconds to hit 1080i to not achieving more than 380i you know there is a problem and didnt happen overnight, the operator final advised that 'sorry sir but your area has had an outage since early December. we will give you a credit on your account and more data for your phone.
27 December 2015 we recieve an sms to advise the outage is fixed while we were away on vacation. Upon returning the internet was up but not at the speed we had when we signed up to Platinum! but its working well only for 4 days.
So after waiting a week for a call back from the email link provided, i then contact customer service on the 13.1.2016 advising of te same issue. Getting the same response and same script from the operator i requested to speak to a manager. From the outset I did not want another credit on my account..i just want my Platinum internet working at the what i have had since joining Telstra..is it that hard.
So the so called manager reviews my case and finally i get a what sounds a true Sorry. I am then offered a new modem and technician to come out and a follow up call the next day. The technicans comes 2 hours early after stating that he wants to finish early due to the heat..drops of the modem and said all fixed. later that evening the internet stops again and the usual cannot stream or browse the internet.
Next day the call back comes through from the manager(who by the way was extremeley helpful) and we give her the update. No we are out of patience. 5 weeks and still no steady relaible Telstra internet. So after 48 mins a new technican is re-allocated to the job (Saturday 16.1.2016).
A technican arrvies on on time. Asks for a run down on the issue and gets into. after 10min.... 'Sir the connection within your house is perfect. I have done two line checks and the signal is higher than what it should be. you should be at 40DB 48DB is ok maybe, but you are 51.2DB. your upload is inconsistant. The fault is a telstra network issue not yours residence, and i have seen this latey on my service calls.While i am here let me set up you new router and lets see if there is any difference.' Wow a technican who actually cares and walks through each step of the way..unfortunately his luck wasnt that good .. the modem proved his line check...its a telstra network issue not 'me' . he left by saying he would log the report and will need to wait for an update to come through.
today... 1hour and 12min on the phone. The operator at first states 'hi sir problem all fixed' ..um no its the same its still cuts out... only to reply' but the report states its fixed' (wrong information wrong script!. i finally demand another manager or someone to talk to back in Australia. Sorry we are it!
So finally another operator/manager states sorry.. we have the amended report and we are still investigating. We are unsure of how long it will take and the technican will need to follow up.
Ok as direct debit, loyal customer with three services...i have had enough. the internet tonight stopped working from 7pm til 9.12pm. my current speed is 6mb/s and i cannot get past 380i resoution on netflix.
If you care please ring me ASAP. we signed up for platinum internet and now i am getting lower than ADSL speed near six weeks. Please fix my internet ASAP!
Please refer to case : INT 1-68409248336 or 1-684163209605.