ADSL2+ Upgrade = Fail

[radovick]

I upgraded to the most expensive 'super fast' ADSL2+ service now available in Port Kennedy presumably from the Warnbro Exchange.
As expected, a week ago, the service was briefly cut off then came up again with the new 20MB/sec speed plan showing on my account details.
Problem is, I'm still running at 4.75MB/sec as before on ADSL1+.
Now I have the problem of getting someone at People to acknowledge there is even a problem.
I've updated modem firmware, changed modems, reset to factory defaults etc...still to be stuck under 5MB/sec.
I've made numerous calls to the help desk and sales desk, sent emails, all to no avail. Tonight it was suggested by 'helpdesk' I even call Telstra myself...err..no.

Is anyone else on this plan and if so, what speeds are you getting?

[darren_cp]

How far away from the exchange are you ? What make and model of modem are you using and what is the sync speed, attentuation and SNR that the modem is reporting ? What plan were you previously on ?

From experience, our upgrades to ADSL2+ took a couple of days after work seemed to start at the exchange to when we saw increase of speed. These connections previously had 512/512k plans so the difference was easy to spot !

[radovick]

Modem is a Netgear DG834G v3.
I also tried a D-Link DSL-G604T with the same results.

No other devices connected to the line & modem rebooted.
Connection Speeds - Downstream 5682, Upstream 657kbps
Line Attenuation - Downstream 51db, Upstream 16db
Noise Margin - Downstream 12db, Upstream 12db
Distance to Warnbro Exchange is about 2km direct line, 3km by road.
Previously I was on the 8192/384kbps plan.

Yesterday, People Helpdesk said they were going to have the service checked and would ring me today without fail. No surprise, they didn't call.

[darren_cp]

Out of interest, when did you apply for the speed change ? Was it somewhere near the end of November ?

It looks like some change has occurred, thus the higher upstream speed. I'm guessing it wasn't on 657kbps when you were on ADSL1 !

Your downstream attenuation doesn't look quite right considering your distance from the exchange. At 51db, your speed should be just below 6000kbps, (which is about where it is), and suggests you're about 3.7km from the exchange.

[radovick]

The changeover was a week before Christmas.
3.7km cable length might well be right.

Doesn't sound too good for my hopes of a faster connection.
Hope they will revert to the old plan if that's the case.

[darren_cp]

Depends on how valuable the boost in upstream speed is to you, and what the difference in cost compared to your old plan is.

[radovick]

Still no replies to my 5 phone calls and 5 emails.
Looks like customer service is non-existant.
Unfortunately, I guess I'll have to get some advise from the telecommunications ombudsman.

[darren_cp]

If you have a ticket number, why not send Albert or Rannel a whim and see if they assist. They're usually very helpful. Although, probably best to be realistic in your expectations. I'd guess there would have been a Telstra cost passed on to move from ADSL1 to ADSL2, and likely one to move back again. With the attenuation that you have, it was always unlikely that you were going to see a big jump in performance.

What was your old plan ? One of the original 8000k plans with uncounted uploads and pipe ?

[PT_Albert]

Hello all,

Apologies for the delay in response, had been on leave for a short period of time.

radovick if your issue is still present and you've email in can I please have the ticket number.

Albert

[radovick]

Hi Albert,

Thanks for responding.
Previous email references I can find are 661468, 662180 & 662568.

Darren, yes, for over a year I was on an 8000k plan with uncounted uploads which provided an excellent service.

I was aware distance from the exchange affected speeds but I never guessed upgrading to 20mbps would actually slow my download speed, currently running at 3.79mbps on your test page.

Please have a listen to the contract recording, I was only given a general warning that distance affects speed.

Rob (radovick)

[PT_Albert]

Hello Rob,

I've found and replied to your email

Albert

[darren_cp]

I can understand wanting to go back to one of the old 8000k plans !

[radovick]

The bad experience is almost over as I'm going back onto my old plan.
I think ADSL2+ is being falsely advertised and it's limitations should be better explained for those who haven't done the research.
Thanks to Albert for sorting it.