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Re: Changing from Powertel to Optus equipment

Posted: Wed Jun 29, 2011 11:00 am
by thejeg
maestro wrote:OK, so I'm now being told that.................................................................. which gives an answer which doesn't make sense!
OK Let me explain this to you in clear terms.

1. You are being severed from Woolongong Exchange.

2. You are Approximately 4.9 K's away from the exchange.

3. You are being served through a copper cable of .40 in gauge.

4. Theoretical maximum download speed for your service would be ± 1000 kbps (Actual speed would be even less than 1000 kbps)

5. Provided that the service is provisioned, there is a high chance that the connection may experience variances of speed and loss of connectivity due to above points.

As such, Optus will not proceed with your application.

This is the reason why we cannot provide you ADSL2 service through Optus.

Re: Changing from Powertel to Optus equipment

Posted: Wed Jun 29, 2011 7:01 pm
by maestro
thejeg wrote: As such, Optus will not proceed with your application.
OK, thanks for that, I just rang Optus and the guy I talked to was quite helpful (excapt for the fact that he couldn't help me with this issue). He said that Optus will not proceed with a connection unless they estimate the line speed to be at least 3Mbps, and they will tell people that they "will get better speeds with an Optus wireless broadband connection". His reasons for this were that they get too many complaints of low speeds (although I personally think that it has more to do with making their expensive wireless plans look better). I told him that I was content with a 1.7Mbps connection and I was ready and waiting to hand over money to use their equipment, but there was nothing he could do.

So, where does that leave me... Well I can either continue on my old AAPT plan with Exetel (with the additional $10 "out of contract" fee and the $3 "account" fee), I can look around for alternative ISPs, or I can hassle Exetel to see what they will do to help me continue being their customer.

To Exetel...
Firstly - If there is anything in the pipeline with new AAPT plans or if there is any way of striking an agreement with Optus to allow lower speed connections, now is the time to let me know (I have ho problem in keeping things confidential, I just need to know soon so that I can make a decision). If Exetel could get Optus to agree to slower connections, then as far as speed complaints go, they would go to Exetel and not Optus, and Exetel has been selling lower speed connections on AAPT equipment for years so should be more than adequately setup to manage this. I know when I first signed up, Exetel was recommended to me as an ISP who would connect people where some other ISPs wouldn't, so by dropping this ability you may be losing more customers than just me (and I was soooo happy to get my 1.7Mbps ADSL, even though it was much slower than anyone else I know).

Secondly - I would like to suggest giving people the bare facts when telling them why their applications were rejected. Saying "Optus is unwilling to offer a service on your line" is far more informative and accurate than telling me that "My line won't support ADSL2", "My exchange doesn't have Optus equipment" or "I won't even get 1000kbps on my line" (three responses from Exetel to this very issue) when they are all completely false, especially when I had included evidence to that effect in my original post & email. You can always add a list of reasons why this *might* be the case, however randomly picking one and stating it as fact just confuses and aggravates people (which probably aggravates you as well when I post back that your statement is false - hey, I just wanted someone to take my problem seriously!). Some of my friends who are also Exetel customers commented "typical Exetel" when they saw these responses, so this may be something you could take on board as a possible improvement.

Re: Changing from Powertel to Optus equipment

Posted: Wed Jun 29, 2011 7:33 pm
by ShaminG
To Exetel...
Firstly - If there is anything in the pipeline with new AAPT plans or if there is any way of striking an agreement with Optus to allow lower speed connections, now is the time to let me know (I have ho problem in keeping things confidential, I just need to know soon so that I can make a decision). If Exetel could get Optus to agree to slower connections, then as far as speed complaints go, they would go to Exetel and not Optus, and Exetel has been selling lower speed connections on AAPT equipment for years so should be more than adequately setup to manage this. I know when I first signed up, Exetel was recommended to me as an ISP who would connect people where some other ISPs wouldn't, so by dropping this ability you may be losing more customers than just me (and I was soooo happy to get my 1.7Mbps ADSL, even though it was much slower than anyone else I know).

Secondly - I would like to suggest giving people the bare facts when telling them why their applications were rejected. Saying "Optus is unwilling to offer a service on your line" is far more informative and accurate than telling me that "My line won't support ADSL2", "My exchange doesn't have Optus equipment" or "I won't even get 1000kbps on my line" (three responses from Exetel to this very issue) when they are all completely false, especially when I had included evidence to that effect in my original post & email. You can always add a list of reasons why this *might* be the case, however randomly picking one and stating it as fact just confuses and aggravates people (which probably aggravates you as well when I post back that your statement is false - hey, I just wanted someone to take my problem seriously!). Some of my friends who are also Exetel customers commented "typical Exetel" when they saw these responses, so this may be something you could take on board as a possible improvement.
We will definitely consider your feed back and you will be the first to know if we are making any changes to the provision process of ADSL via OPTUS.