Unacceptable speeds

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
danielmorgan
Posts: 12
Joined: Wed Oct 03, 2007 12:07 pm
Location: Wollongong

Unacceptable speeds

Post by danielmorgan » Mon Nov 17, 2014 11:05 pm

Hi Exetel,

The past few days have been extremely painful under your service - my speeds have brought back fond memories of those dial up days.
Having been a loyal customer for over seven years I am now considering moving if this issue can't be fixed. Speeds have consistently worsened over the last six months to point where I am currently downloading a movie off iTunes at 4.8kbs.

My current sync speed is 11962 Kbps which from memory usually sits much higher than this.

Downstream Line Attenuation is 34.5 dB
Downstream Noise Margin is 12.2 dB
(Neither of these seem to out of the normal, and don't explain the slow speeds).

Can you please look into my service?

While I'm not convinced I'm going to get a much better service from another provider, after many good years with Exetel I'm beginning to feel I need to test the market as I don't believe other provider speeds are currently this bad.

From reading several posts on the forum this evening I'm even seeing people with similar speeds on an NBN connection which is just ridiculous.

If there is currently an outage or issue with my exchange please let me know.

Thanks,
Dan

sacredbanana
Posts: 18
Joined: Sat Aug 06, 2005 5:57 pm
Location: Perth

Re: Unacceptable speeds

Post by sacredbanana » Tue Nov 18, 2014 12:10 am

I am having the same issue here in Roleystone, WA.

The speeds have been absolutely atrocious, most notably with YouTube. Right now I am waiting for a 144p video to buffer! It has really only been like this for the last few days and has almost slowed down to a halt since last night.

Sumudu D
Exetel Staff
Posts: 115
Joined: Sun Aug 25, 2013 6:24 pm
Location: Australia

Re: Unacceptable speeds

Post by Sumudu D » Tue Nov 18, 2014 2:03 am

Hi Daniel
danielmorgan wrote:Hi Exetel,

The past few days have been extremely painful under your service - my speeds have brought back fond memories of those dial up days.
Having been a loyal customer for over seven years I am now considering moving if this issue can't be fixed. Speeds have consistently worsened over the last six months to point where I am currently downloading a movie off iTunes at 4.8kbs.
Thanks,
Dan
Kindly note that we have sent you an email to the nominated email address on the record. Kindly reply back to the same email thread so that we can continue with the investigation.

Regards, :)

Sumudu D
Exetel Staff
Posts: 115
Joined: Sun Aug 25, 2013 6:24 pm
Location: Australia

Re: Unacceptable speeds

Post by Sumudu D » Tue Nov 18, 2014 2:12 am

Hi Sacredbanana,
sacredbanana wrote:I am having the same issue here in Roleystone, WA.

The speeds have been absolutely atrocious, most notably with YouTube. Right now I am waiting for a 144p video to buffer! It has really only been like this for the last few days and has almost slowed down to a halt since last night.
Kindly note that we have sent you an email to the nominated email address on the record. Kindly reply back to the same email thread so that we can continue with the investigation.

Regards, :)

willsy
Posts: 21
Joined: Mon Apr 09, 2007 1:28 am

Re: Unacceptable speeds

Post by willsy » Wed Nov 19, 2014 7:21 pm

I have lodged a ticket for the same issue and already replied to the email with the speed test data and the text file with the network info. replied on the 10th nov and haven't heard anything since

ticket number # 8503782

The speeds at peak time in the evening is becoming (or already is) unusable!

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

Re: Unacceptable speeds

Post by ShaminG » Wed Nov 19, 2014 7:25 pm

willsy wrote:I have lodged a ticket for the same issue and already replied to the email with the speed test data and the text file with the network info. replied on the 10th nov and haven't heard anything since

ticket number # 8503782

The speeds at peak time in the evening is becoming (or already is) unusable!
Sorry about the delay in response to support ticket. We have escalated your issue with our wholesale supplier. We will follow up and reply you once further information is available.

timbail3y
Posts: 1
Joined: Wed Nov 19, 2014 10:17 pm
Location: Maitland

Re: Unacceptable speeds

Post by timbail3y » Thu Nov 20, 2014 10:38 pm

Same here with me, i also sent you an email with speed tests, and have a ticket number of #8537135#
Same with the OP, I am getting speed tests of 15Mbps, yet i am downloading under 50kb/s.

I would be better off downgrading back to adsl. Can you look into mine aswell? Its only evening times like OP

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

Re: Unacceptable speeds

Post by ShaminG » Thu Nov 20, 2014 11:32 pm

timbail3y wrote:Same here with me, i also sent you an email with speed tests, and have a ticket number of #8537135#
Same with the OP, I am getting speed tests of 15Mbps, yet i am downloading under 50kb/s.

I would be better off downgrading back to adsl. Can you look into mine aswell? Its only evening times like OP
We will reply to your support ticket.

coops22
Posts: 2
Joined: Mon Nov 24, 2014 9:08 pm
Location: Australia

Re: Unacceptable speeds

Post by coops22 » Mon Nov 24, 2014 9:15 pm

I am having exactly the same problems.
I am currently trying to download software updates from itunes and am getting download speeds that will not exceed 30KB/sec.
When I do a speed test I get results of 2.5mb/sec (have done this repeatedly in last week or so).
Download speeds have been consistently slow for last 2weeks, yet speed test results remain constant!
Help me exetel!

Jackal
Posts: 10
Joined: Mon May 01, 2006 11:32 pm

Re: Unacceptable speeds

Post by Jackal » Mon Nov 24, 2014 10:35 pm

Hi,

My line speed has dropped over the last few days by more than half.

I normally connect at 11000 Kpbs. Now I'm connect at 4789 Kbps.

Ozspeedtest (http://www.ozspeedtest.com/bandwidth-te ... s/32420334) was showing 1100 KB/s but is now 500.

I have rebooted and done power off, leave for a few minutes and then power on, but I still get between 400 and 500 KB/s

This started last week (say Wednesday 19/11/214) - and has been a constant issue since then.

I raised a ticket #8550776

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

Re: Unacceptable speeds

Post by ShaminG » Mon Nov 24, 2014 11:41 pm

Jackal wrote:Hi,

My line speed has dropped over the last few days by more than half.

I normally connect at 11000 Kpbs. Now I'm connect at 4789 Kbps.

Ozspeedtest (http://www.ozspeedtest.com/bandwidth-te ... s/32420334) was showing 1100 KB/s but is now 500.

I have rebooted and done power off, leave for a few minutes and then power on, but I still get between 400 and 500 KB/s

This started last week (say Wednesday 19/11/214) - and has been a constant issue since then.

I raised a ticket #8550776
I did few tests and more like a line fault. I have replied you with the required troubleshooting to further investigate the matter.

Jackal
Posts: 10
Joined: Mon May 01, 2006 11:32 pm

Re: Unacceptable speeds

Post by Jackal » Tue Nov 25, 2014 7:37 am

Hi,

More info: my modem stats are:
Down Up
SNR (dB): 12.1 14.0
Attn(dB): 37.5 21.2
Pwr(dBm): 19.3 12.6

Is this normal?

Sumudu D
Exetel Staff
Posts: 115
Joined: Sun Aug 25, 2013 6:24 pm
Location: Australia

Re: Unacceptable speeds

Post by Sumudu D » Tue Nov 25, 2014 7:49 am

Hi Jackal,
Jackal wrote:Hi,

More info: my modem stats are:
Down Up
SNR (dB): 12.1 14.0
Attn(dB): 37.5 21.2
Pwr(dBm): 19.3 12.6

Is this normal?
We can not assume any of the results are normal at the moment since the line test that we took is out of specification. Kindly reply to the email in order for the investigation to continue.
Ticket ID: 8550776

Cheers. :)

coops22
Posts: 2
Joined: Mon Nov 24, 2014 9:08 pm
Location: Australia

Re: Unacceptable speeds

Post by coops22 » Tue Nov 25, 2014 8:10 am

please excuse my ignorance, how do I "raise a ticket" so I can get assistance from exetel about this? thanks for the help.

Sumudu D
Exetel Staff
Posts: 115
Joined: Sun Aug 25, 2013 6:24 pm
Location: Australia

Re: Unacceptable speeds

Post by Sumudu D » Tue Nov 25, 2014 8:24 am

Hi copps22
coops22 wrote:please excuse my ignorance, how do I "raise a ticket" so I can get assistance from exetel about this? thanks for the help.
You may directly forward your query to "residentialsupport@exetel.com.au" from your nominated email address on the record or you may contact us via (02) 8030 1000 - Option 2 / 1300 788 141 - Option 2 from 8.30 am to 11.00 pm AEDST 365 days.

Cheers.. :)

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