Optus ADSL2+ plan annoyances

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Optus ADSL2+ plan annoyances

Post by edred » Thu Aug 11, 2011 9:15 pm

Can someone tell me whether or not they've had the same experience with changing over to the Optus adsl2/phone plans?

I requested the plan change on July 26. A couple days later I lost all internet for 3 or 4 days. After many, many calls to Exetel my service returned but now I have incredibly slow ADSL1 connection only. I called Exetel & was told that this was part of the plan change process & ADSL2 should return when the new plan is activated, which is due to be done on August 15.

Exetel advertised the plan change as having "No Down-time". So far I've had 4 days down-time & at best will have 10 or so days painfully slow connection.

Not very happy at all.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Optus ADSL2+ plan annoyances

Post by ShaminG » Thu Aug 11, 2011 10:07 pm

Can someone tell me whether or not they've had the same experience with changing over to the Optus adsl2/phone plans?

I requested the plan change on July 26. A couple days later I lost all internet for 3 or 4 days. After many, many calls to Exetel my service returned but now I have incredibly slow ADSL1 connection only. I called Exetel & was told that this was part of the plan change process & ADSL2 should return when the new plan is activated, which is due to be done on August 15.

Exetel advertised the plan change as having "No Down-time". So far I've had 4 days down-time & at best will have 10 or so days painfully slow connection.

Not very happy at all.
I believe there was a service issue reported by you on 04th August and our supplier has ruled it out to be due to customer premises equipment.

Sync speed will come back to normal once the transfer process is completed. It's currently scheduled to be completed on 17/08/2011.

edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Re: Optus ADSL2+ plan annoyances

Post by edred » Thu Aug 11, 2011 11:59 pm

Some notice beforehand that speed was going to be affected during change-over would've been nice.

shoner
Exetel Staff
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Joined: Mon Apr 20, 2009 2:50 pm

Re: Optus ADSL2+ plan annoyances

Post by shoner » Fri Aug 12, 2011 12:13 pm

edred wrote:Some notice beforehand that speed was going to be affected during change-over would've been nice.
Please let us know if you continue to have issues with the speed after the process.
"Helping Making a Better World"

Log a fault ticket Here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Re: Optus ADSL2+ plan annoyances

Post by edred » Mon Aug 15, 2011 4:16 pm

My downstream figures before & after change over. SNR & Attenuation numbers look better but data rate is a bit down.

SNR Margin: before 6 db/ after 11.9 db
Line attenuation: before 16 db / after 14 db
Data Rate: before 18807 kbps / after 18002 kbps

Speedtest results are slower: Download 15.18 Mbs / Upload 0.67 Mbs / Ping 24 ms

ShaminG
Exetel Staff
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Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Optus ADSL2+ plan annoyances

Post by ShaminG » Mon Aug 15, 2011 6:30 pm

My downstream figures before & after change over. SNR & Attenuation numbers look better but data rate is a bit down.

SNR Margin: before 6 db/ after 11.9 db
Line attenuation: before 16 db / after 14 db
Data Rate: before 18807 kbps / after 18002 kbps

Speedtest results are slower: Download 15.18 Mbs / Upload 0.67 Mbs / Ping 24 ms
I have conducted a line-test on your service and could see few errors. Hence, we need to conduct another test when their are no equipment connected. One of our Support Engineers will be in contact with you shortly to further investigate the issue.

EroshanJ

Re: Optus ADSL2+ plan annoyances

Post by EroshanJ » Mon Aug 15, 2011 7:54 pm

Hi edred,

As per our phone conversation, I have raised the issue to our supplier under ref 4305997.

We will provide you further updates when available.

edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Re: Optus ADSL2+ plan annoyances

Post by edred » Fri Aug 19, 2011 7:43 am

Tech came & worked on my line. Results no better [with line isolated]:

SNR - 11.6 db
Attenuation - 14 db
Data rate - 17684 kbps

Speedtest - 13.5 Mbps

Is this speed acceptable?

vbap
Posts: 224
Joined: Tue Feb 17, 2009 3:01 pm
Location: Melbourne

Re: Optus ADSL2+ plan annoyances

Post by vbap » Fri Aug 19, 2011 9:21 am

You are getting more than three times the national average (according to this).

If you're upset about going from a nominal 18mbps to 17mbps "line rate", then maybe you should move to an NBN pilot site... :)

edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Re: Optus ADSL2+ plan annoyances

Post by edred » Fri Aug 19, 2011 8:19 pm

Not upset, just asking.

Kaushalya
Exetel Staff
Posts: 269
Joined: Wed Jan 13, 2010 4:25 pm
Location: Australia

Re: Optus ADSL2+ plan annoyances

Post by Kaushalya » Fri Aug 19, 2011 8:59 pm

Not upset, just asking.
As per the conversation we had, since the line is still showing minor errors, I have re-escalated the matter with our wholesale supplier. Case will be followed up via the reference number 4330968.

edred
Posts: 6
Joined: Thu Aug 11, 2011 6:06 pm
Location: sYdney

Re: Optus ADSL2+ plan annoyances

Post by edred » Mon Aug 22, 2011 8:55 pm

I got a text from Exetel saying that the tech found no issues up to the MDF - so does this mean that the errors Exetel are detecting are between the MDF & my socket?

Cheers.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Optus ADSL2+ plan annoyances

Post by ShaminG » Mon Aug 22, 2011 9:36 pm

I got a text from Exetel saying that the tech found no issues up to the MDF - so does this mean that the errors Exetel are detecting are between the MDF & my socket?

Cheers.
Technician has visited the MDF and once the connection has been tested at the MDF results were within specifications. Hence, it's very likely to be somewhere beyond MDF towards your equipoment.

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