Optus ADSL2+ plan annoyances

[edred]

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]

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]

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

[shoner]

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.

[edred]

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]

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]

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]

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]

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]

Not upset, just asking.

[Kaushalya]

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]

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]

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.