Replies: 2
Views: 17
Last Post By: MarcusOFCanberra
ON: Fri Mar 01, 2013 10:59 pm
Topic By: stevecJ ON: Fri Mar 01, 2013 10:29 pm
MarcusOFCanberra wrote:This is going to be a bit long winded, but I think it will highlight why I'm seriously considering going to a new provider.
I was a happy customer of exetel till Feb 2012 when I decided to change my plan and bundle the phone line with my account as it actually saved me money not having the telstra line seperate.So I commenced the application process knowing that I'd end up on an Optus Dslam instead of AAPT. I'll just start to list the events as they occured to give you guys an idea of the timeline.
Prior to what is below I was enjoying very reliable speeds at around the 8.5MBps range on the AAC plan.
18 Jan 2012 Spam from exetel asking if I want to bring my landline to my account.I thought, why not?
21 Jan 2012 Application received by Exetel. Indicated on email average 12 days to provision, but I took this with a grain of salt expecting at least twice that long based on previous experiance with ISP's.
31 Jan 2012 Email received to let me know that app has been released from pending to proceed to activation, and planned cut over expected 13-02-2012
9 Feb 2012 Email from Exetel letting me know they received an update from wholesale(?? no specifics supplied as to what that update was), with info on site to check on status and info on setup for modem/router.
19 Feb 2012 Sent Email with this question. Comments:Still no idea if I've changed plans and added phone to bundle.
I have 2 plans showing in my details. Both are the same plan and one shows as active. Originally when I started this change I was told it would take approximately 12 days so assumed I'd be on the plan start of Feb. Then received another email informing me the change would take place on or about the 13th Feb.
That was a week ago now. Just wondering what's going on?
It's at this point I start making phone calls as I still don't have my new plan active, but I'm still being charged over this period for both old and new(Prorata charge without lowering the old Prorata)
24 Feb 2012 Another Email from Exetel letting me know they received an update from wholesale(?? no specifics supplied as to what that update was), with info on site to check on status and info on setup for modem/router. WTF??? Do I have the OF500 plan or not?
24 Feb 2012 Sent Email with following Question, Comments:Just received a prorata invoice for my new plan. If you have transfered to the new plan I'd appreciate a prorata discount for the remainder of my old AAC plan and the new data allocation to be corrected in my usage stats. Also, the new plan is no longer showing up in my details.
Severals email back and forth with no real understanding at the other end that if I'm being charged prorata for a new account, the old account doesn't keep running in parrallel.
25 Feb 2012 Only AAC plan in member Facilities showing up now.Still no new access with new setup.
29 Feb 2012 Spam from exetel asking if I want to bring my landline to my account. That's what I've tried to do for over a month now.Grrrrr, obviously nothing has occured to change me over else I'd be flagged to not receive this.
About the 1 Mar 2012 Finally online with new account. Hang on a minute, only 5.4MBps, a 30% drop in speed.
As well as dealing with billing issues, I'm discussing the service problems with phone support and on the forums. Received advice (after a line check and confirmation of correct router setup) to try a different router/change filter/check house wiring. Bought a new router, no joy. Fitted new Central Filter, still slower. New wiring from filter to socket. Still the same. $500+ wasted.
Decided to put up with speeds and proceed to use for the next year. Barring rare occasions, continue to get around 5.4MBps for the next 6 months. Then all of a sudden, the average drops down to 4.5MBps for another 3 months, then 3.9MBps for the next 2.5 months. Now for the last 2 weeks I can expect to get around 800Kbps (Sometimes only 400Kbps) between 2pm to midnight consistantly and back up to 3.9Mbps for the other period. Currently I'm showing 5223Kbps Downstream at the router with 47.2 db ATT and 11.3 db noise.So, it looks like some form of shaping is occuring now.I'm wondering if the fact that my contract ran out a couple of weeks ago has anything to do with this.
And before you ask.
I have run isolation tests.
I have tried different router/modems.
I have insured there are no viruses/malware on any PC's on network (Actually used fresh OS install on a system to test internet connection)
I have no rodents in roof space or damage to line from splitter to socket.
Have used several different patch cables from socket to router.
I'm not running any P2P software.
The questions I want to ask are as follows,
Given that I had such a large speed reduction on changover back in 2012, Am I actually on a ADSL2+(G.992.5) service? Or is there an issue at the DSLam with the configuration? or is there a problem with my line to the premises?
What's going on with the choked speeds from mid arvo to approx midnight for the last 2 weeks?
I'm hoping I can get this sorted as I really don't want to change providers, but if you guys can't help me I'll have no choice.
I have already raised a ticket (6248660) but felt I'd communicate through this forum as well.
Hi,
We will further look in to this and send you a reply to your email.