Consistant Slow Speeds - LBN Co - Banksia Grove

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westy1978
Posts: 12
Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Mon Sep 10, 2018 2:25 pm

I could not run the test that you wanted;. You offer no explanation on how to run the .sh file on a Mac. And no one from your tech help was able to help. This is all bullshit anyway, because you know full well that this is just a exercise to delay and hopefully the customer will give up. I'm pretty good with computers but I had to get outside help just to run a file for your diagnostic. Well, I think that it is pretty poor service. It would be very easy for you to make available to your customers, simply a executable file for windows users and a package installer for Mac users. If you are not going to come out and fix the problem and leave it up to the user, making it very difficult is a pathetic show of customer service.

So Finally I have everything done as requested, but be forewarned, Prior to this forum post, I sent all the information and processes and my complaint to the ombudsman.

And as always.
THE SPEEDS ARE STILL PATHETIC
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westy1978
Posts: 12
Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Mon Sep 10, 2018 2:26 pm

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KavindaS
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Location: Sydney

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by KavindaS » Mon Sep 10, 2018 11:16 pm

westy1978 wrote:
Mon Sep 10, 2018 2:25 pm
I could not run the test that you wanted;. You offer no explanation on how to run the .sh file on a Mac. And no one from your tech help was able to help. This is all bullshit anyway, because you know full well that this is just a exercise to delay and hopefully the customer will give up. I'm pretty good with computers but I had to get outside help just to run a file for your diagnostic. Well, I think that it is pretty poor service. It would be very easy for you to make available to your customers, simply a executable file for windows users and a package installer for Mac users. If you are not going to come out and fix the problem and leave it up to the user, making it very difficult is a pathetic show of customer service.

So Finally I have everything done as requested, but be forewarned, Prior to this forum post, I sent all the information and processes and my complaint to the ombudsman.

And as always.
Exetel apologies for the inconvenience may have caused. I have further reviewed this and updated the relevant slow speed email ticket 13106377. We will analyse the results and move on with the next step. Further information will be provided to you via the same email ticket, as one of the senior engineers will be working on this.

westy1978
Posts: 12
Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Wed Oct 03, 2018 6:32 pm

I Have done as you have asked then I'm told to do something slightly different. Now I have again given you more information via email, and I have not had any response in 5 Days. Trying to finally get this situation resolved, I even asked for a confirmation email to verify that you received the email and that the information supplied was exactly as you wanted it.

As previous Telstra customer, If you have a problem with a phone line, They send an engineer out straight away. Surely that should have been the protocol say maybe a year ago. You seem to be just playing the delay and frustration game. I never thought I would see the day when any other company would outperform Telstra in delivering a poorer service with even more customer dissatisfaction.

What bewilders me is that not one person seems to know what the problem is. I think I may have an answer for you after speaking to quite a few of my neighbours, who are all experiencing the same issue... You are far over congested and as such can not offer quicker speeds (but you keep charging for them). Instead of being honest with your customers, and letting them seek alternate sources, you get us to tire ourselves out doing work that realistically you should be able to see from your end. You are our ISP right, so all our traffic goes through you, so why the need for the tests?

And
"STILL YOUR SPEEDS ARE PATHETIC"
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James
Exetel Staff
Posts: 1951
Joined: Mon May 09, 2005 10:27 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by James » Wed Oct 03, 2018 8:12 pm

Are your neighbours with other ISPs using LBN Co?

You know, that all Exetel can do is provison enough capacity to LNB Co, we cannot control how much bandwidth they provision from your home to our network edge, so if your friends/neighbours are having slow speeds using an ISP other than Exetel then it is out of our hands.

We would of course release you from the contract if this is the case.

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