Slow Internet - No Response to my ticket

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
Post Reply
Colt
Posts: 40
Joined: Thu Sep 23, 2004 1:17 pm

Slow Internet - No Response to my ticket

Post by Colt » Thu Feb 12, 2015 9:12 pm

Gents, any help would be appreciated it seems the ticket service is bogged down as I've not had further reply to my initial ticket (FTP-51767-677) in a week.

Basically getting half speeds, my modem reports a decent sync rate (5000/500 ish) but actual download speeds are half that 1000/200 to 2500/500.

I've restarted the modem (left off overnight), restored factory defaults but no change. I've had a stable connection with Internode at my current address at 5000/500 for years, just switched to save a bit of money. So I would expect something much closer to 5000/500 to be possible at this address.

Cheers,

Shukri
Exetel Staff
Posts: 284
Joined: Thu Sep 19, 2013 9:20 am
Location: Sydney

Re: Slow Internet - No Response to my ticket

Post by Shukri » Fri Feb 13, 2015 12:06 am

Kindly note that previous line test on your connection was failing with errors. We require to run a line test in isolation to check the status. We have sent you an email, please reply back to us to arrange a line test. Ticket ID: 8770082 .

Colt
Posts: 40
Joined: Thu Sep 23, 2004 1:17 pm

Re: Slow Internet - No Response to my ticket

Post by Colt » Thu Apr 30, 2015 6:35 pm

Ok so I still have slow sub 1.5mbps speeds with no explanation and am now being asked to run all of the line tests again. Sorry but this just isn't on.

At this point I'd like to break contract without a fee. Hopefully stumping up some cash with another provider will fix this issue.

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

Re: Slow Internet - No Response to my ticket

Post by ShaminG » Thu Apr 30, 2015 11:32 pm

Colt wrote:Ok so I still have slow sub 1.5mbps speeds with no explanation and am now being asked to run all of the line tests again. Sorry but this just isn't on.

At this point I'd like to break contract without a fee. Hopefully stumping up some cash with another provider will fix this issue.
I will look into your inquiry and provide you an update before the close of business tomorrow.

tin
Posts: 178
Joined: Mon Jul 28, 2008 5:22 pm
Location: Northwest NSW
Contact:

Re: Slow Internet - No Response to my ticket

Post by tin » Fri May 01, 2015 10:32 am

We're getting between 500kbps and 3mbps here on a 20mbps line sync. On a business plan!
Suggesting we leave if we don't like it doesn't help the issue. If this is a supplier issue, Exetel should be telling their supplier to fix the problem, not telling the customers to leave.

Here's something odd though... As I said, at work we're getting ~1.5mbps on 20mbps line sync, but at home, we're getting 4-5mbps on 7mbps line sync. Would that suggest the issue varies between IP address ranges?

One of our customers (using Bigpond) just called us over to check their internet, and the tech that went did a speed test there too - 17mbps. So it's not an exchange/backhaul issue.

I also tested our connection with just one computer connected to the modem, and with a different modem. Still crappy speeds. Checked the modem's line info, and it's all happy...

Code: Select all

ATM0/1/0
Alcatel 20190 chipset information
                ATU-R (DS)                      ATU-C (US)
Modem Status:    Showtime (DMTDSL_SHOWTIME)
DSL Mode:        ITU G.992.5 (ADSL2+) Annex A
ITU STD NUM:     0x03                            0x2
Chip Vendor ID:  'STMI'                          'BDCM'
Chip Vendor Specific:  0x0000                    0xA3F5
Chip Vendor Country:   0x0F                      0xB5
Modem Vendor ID: 'CSCO'                          'BDCM'
Modem Vendor Specific: 0x0000                    0x0000
Modem Vendor Country:  0xB5                      0xB5
Serial Number Near:    FOC132633S 1841
Serial Number Far:
ModemChip ID:    C196 (0)
DFE BOM:         DFE3.0 Annex A (1)
Capacity Used:   100%                            92%
Noise Margin:     6.0 dB                          6.0 dB
Output Power:    18.0 dBm                        12.0 dBm
Attenuation:     13.5 dB                          7.0 dB
FEC ES Errors:   894                             10129
ES Errors:        1                              188
SES Errors:       1                              111
LOSES Errors:     1                               1
UES Errors:       0                              3949
Defect Status:   None                            None
Last Fail Code:  None
Watchdog Counter: 0x94
Watchdog Resets: 0
Selftest Result: 0x00
Subfunction:     0x00
Interrupts:      55514 (0 spurious)
PHY Access Err:  0
Activations:     2
LED Status:      OFF
LED On Time:     0
LED Off Time:    0
Init FW:         init_AMR-4.0.015_no_bist.bin
Operation FW:    AMR-4.0.015.bin
FW Source:       embedded
FW Version:      4.0.15

                 DS Channel1      DS Channel0   US Channel1       US Channel0
Speed (kbps):             0            21946             0              1005
DS User cells:            0           516383
US User & Idle cells:                                     0          3289883
Reed-Solomon EC:          0             1482             0             52530
CRC Errors:               0                0             0               648
Header Errors:            0                0             0             28141
Total BER:                0E-0           0E-0
Leakage Average BER:      0E-0           0E-0
Interleave Delay:         0               32             0                16
                        ATU-R (DS)      ATU-C (US)
Bitswap:               enabled            enabled

LOM Monitoring : Disabled


DMT Bits Per Bin
000: 0 0 0 0 0 0 0 8 A C C D E E E F
010: F F F F F F F F F F E E D C C A
020: 0 5 7 7 9 9 9 B B C C D D E E E
030: F F F F F F F F F F F F F F 2 F
040: F F F F F F F F F F F F F F F F
050: F F F F F F F F F F F F F F F F
060: F F F F F F F F F E E E E E E E
070: E E E E E E E E E E E E E E E E
080: E E E E E E E E E E E E E E E E
090: E E F F F F F F F F F F F F F F
0A0: F F F F F F F F F F F F E E E E
0B0: E E E E E E E E E E E E E E D D
0C0: D D D D D D D D D D D D D D D D
0D0: D D D C C D C C D C D D C D C C
0E0: C D C C C C C C C C C C C C C C
0F0: C C D C C C C C C C C C C C D D
100: D D D D D D D D D D D D D D D D
110: D D D D D D D D D D D D D C C D
120: D D D D D D D D D D D D D D D D
130: D C D D D D D D D D D D D D D D
140: D D D D D D D D D D D D D D D D
150: D D D D D C C C C C C C C C D C
160: C D C C C C C C C C C C C C C C
170: C C C C C C C C C C C C C C C C
180: C C C C C C C C C C C C C C C C
190: C C C C C C C C C C C C C C C C
1A0: C C C C C C C C C C C C C C C C
1B0: C C C C C C C B C B B B C B B B
1C0: B B B B B B B B B B B B B B B B
1D0: B B B B B B B B 0 0 0 0 0 0 0 0
1E0: 0 0 B B B B B B B B B B B B B A
1F0: B A A A A A A A A A A A A A A A
The above post is copyright, may be edited at any time, and should not be taken internally. Any breach of these terms may result in legal action or a sore tummy.

shoner
Posts: 756
Joined: Mon Apr 20, 2009 2:50 pm

Re: Slow Internet - No Response to my ticket

Post by shoner » Fri May 01, 2015 7:01 pm

tin wrote:We're getting between 500kbps and 3mbps here on a 20mbps line sync. On a business plan!
Suggesting we leave if we don't like it doesn't help the issue. If this is a supplier issue, Exetel should be telling their supplier to fix the problem, not telling the customers to leave.
Exetel is constantly looking for ways to optimize the performance of our network to the benefit all users, due to certain limitations/delays from our wholesale supplier's end, We are working with our wholesale supplier in order, we are unable to provide you with an exact ETR at this stage.

Can you also PM me the service number so that I could check on these further.

We sincerely apologies for the inconvenience caused.
"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

Colt
Posts: 40
Joined: Thu Sep 23, 2004 1:17 pm

Re: Slow Internet - No Response to my ticket

Post by Colt » Wed May 06, 2015 7:51 pm

Thanks for following up. I have resupplied all speed tests and required information. I appreciate it's only been a few days, but it's been many months since I started this ticket (Feb) and even longer since I actually started experiencing slow speeds.

My speeds for the last few nights has been around 256kbps, this is ridiculous. My modem is syncing at 6mbps, I am used to 5-6mbps speeds and have lived here for just under 5 years. I'd much rather the service be fixed, but if this isn't going to get resolved soon, please confirm I can switch ISP without a penalty under the 12 month contract.

I've been with Exetel before for many years but at this point I just need this sorted out. If that means switching to Telstra, so be it.

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: Slow Internet - No Response to my ticket

Post by angelos » Thu May 07, 2015 3:00 pm

Colt wrote:Thanks for following up. I have resupplied all speed tests and required information. I appreciate it's only been a few days, but it's been many months since I started this ticket (Feb) and even longer since I actually started experiencing slow speeds.

My speeds for the last few nights has been around 256kbps, this is ridiculous. My modem is syncing at 6mbps, I am used to 5-6mbps speeds and have lived here for just under 5 years. I'd much rather the service be fixed, but if this isn't going to get resolved soon, please confirm I can switch ISP without a penalty under the 12 month contract.

I've been with Exetel before for many years but at this point I just need this sorted out. If that means switching to Telstra, so be it.
We are waiting for our Wholesale Supplier to get back to us on this. We will be able to provide you an update as soon as it is made available to us and we will advise you on your options following the investigation.

Post Reply