Hello,
For around 2 weeks now we have been experiencing a spiking internet connection. This has been effecting general browsing, gaming and watching videos, amongst other things. Considering similar issued have occurred in the past, and they solved themselves over time, I felt no need to call Telstra. However after no change, I decided to call, and was told to perform some troubleshooting steps, which I had done prior to calling, but performed again now that I was in direct contact with a Technician. All the usual line testing and exchange distance had been checked and I was provided a link to speedtest.telstra.com and asked to take a speed test when the issue occurred. A 24 hour monitoring process was put in place and I was sent a “get back in touch link”.
During these 24 hours, we experienced these issues, I went to speedtest.telstra.com and got the following results with Wi-Fi on and off.
7:59 PM
Wi-Fi Enabled: 42ms 5.03 mb/s 0.55 mb/s
Wi-Fi Disabled: 47ms 5.23 mb/s 0.57 mb/s
8:24 PM
Testing froze and only gave the values of 30ms and 0.13 ¾ of the way done and climbing until the internet dropped out completely.
8:31 PM
Wi-Fi Enabled: 31ms 4.51 mb/s 0.52 mb/s
Wi-Fi Disabled: 31ms 4.87 mb/s 0.55 mb/s
After the 24 hour period was up, I the requested my call back. I had a new Technician and once again had to explain my issues again, followed by the same troubleshooting tips I was given the day before. Once again a 24 hour monitoring process was put in place and I was sent a “get back in touch link”. In both of the calls, I was told my connection of 7 mb/s was normal and that I shouldn’t be experiencing and issues.
These results are normal speed test results with Wi-Fi Enabled.
29ms 7.02 mb/s 0.71 mb/s
28ms 6.96 mb/s 0.72 mb/s
27ms 6.36 mb/s 0.70 mb/s
We have 9 Wi-Fi devices, one being a Wi-Fi enhancer and 1 Ethernet PC. Even with this many devices connected, no issues have occurred before.To my understanding we are located around 3.8kms away from the exchange and the minimum acceptable download speeds are 3-4mbs.
I then called a third time today, once again having a new Technician. After explaining my case for a third time, we again went through the troubleshooting steps again. By this time it’s turned into a loop of the same thing, ending with once again a 24-48 hour monitoring process. Only this time I was told no monitoring had occurred. When I asked why no monitoring had been made, no answer could be provided.
Online gaming during these spikes see ping rise from a normal 80 to a solid 500+ with or without Wi-Fi on. Wi-Fi connected devices have lost Wi-Fi completely even though the modem shows Wi-Fi is up.
This is quite annoying, both the spiking and the lack of help from Technical Support. I understand that these speeds are above the minimum requirement, but I don’t understand why it is spiking and what could be causing these problems. Any help would be appreciated.
Modem: Technicolor TG797n v3
Wi-Fi Enhancer: Netgear ex6100 ac750
Thankyou in Advance for any input on this issue.