HFC - NBN 50/20 >> NBN 100/40 Issue

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shauno100
Posts: 3
Joined: Fri May 17, 2019 2:38 pm

HFC - NBN 50/20 >> NBN 100/40 Issue

Post by shauno100 » Thu Aug 08, 2019 8:57 pm

Hi,

I recently requested a speed upgrade from an NBN 50/20 plan to a NBN 100/40 plan on Tuesday 6/8/19. I checked my account plan details just now and it's still showing that i am on a 50/20 plan. I called the Exetel provisioning team subsequently and they told me the upgrade was completed and i was on the 100/40 plan. After hanging up (i wish i kept them on the line) I then proceeded to perform a speed test against multiple servers in Brisbane and my download speed remains the same as if i'm still on a 50/20 plan but my upload speed has increased from 18mbps approx to 36mbps approx which is consistent with a 100/40 plan. It's as if the upload component has been upgraded but the download component remains at 50mbs plan speed. Has anybody experienced this after upgrading the speed tier with Exetel?

I am on a HFC connection, i have rebooted the NTD, rebooted my router, performed an isolation test (direct connection to NTD) but the download speed remains around 45mb whilst the upload rate is around 36mb. I have never experienced congestion with Exetel whilst on 50/20 plan nor did i experience congestion with my previous provider Aussie Broadband on their 100/40 plan (speeds always around 95mb/36mb 24/7) so this seems to me a failure of NbnCo upgrading my connection properly.

I have emailed Exetel tech support as a phone call involved 88 mins + wait time but wanted to gauge anyone here if they have had a similar experience whilst upgrading the speed tier of their plan.

Cheers

Shaun
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nilushid
Exetel Staff
Posts: 714
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: HFC - NBN 50/20 >> NBN 100/40 Issue

Post by nilushid » Thu Aug 08, 2019 9:55 pm

shauno100 wrote:
Thu Aug 08, 2019 8:57 pm
Hi,

I recently requested a speed upgrade from an NBN 50/20 plan to a NBN 100/40 plan on Tuesday 6/8/19. I checked my account plan details just now and it's still showing that i am on a 50/20 plan. I called the Exetel provisioning team subsequently and they told me the upgrade was completed and i was on the 100/40 plan. After hanging up (i wish i kept them on the line) I then proceeded to perform a speed test against multiple servers in Brisbane and my download speed remains the same as if i'm still on a 50/20 plan but my upload speed has increased from 18mbps approx to 36mbps approx which is consistent with a 100/40 plan. It's as if the upload component has been upgraded but the download component remains at 50mbs plan speed. Has anybody experienced this after upgrading the speed tier with Exetel?

I am on a HFC connection, i have rebooted the NTD, rebooted my router, performed an isolation test (direct connection to NTD) but the download speed remains around 45mb whilst the upload rate is around 36mb. I have never experienced congestion with Exetel whilst on 50/20 plan nor did i experience congestion with my previous provider Aussie Broadband on their 100/40 plan (speeds always around 95mb/36mb 24/7) so this seems to me a failure of NbnCo upgrading my connection properly.

I have emailed Exetel tech support as a phone call involved 88 mins + wait time but wanted to gauge anyone here if they have had a similar experience whilst upgrading the speed tier of their plan.

Cheers

Shaun
Hi Shaun

The plan change is completed and we have refreshed your current service configuration from the back end and we can now see that,you are connected to 100/40 speed plan.

All the policies are correctly configured now on this service for the new plan. Can you please restart your end devices and check the speed now. Your online account information will update soon as well.

We are sorry about the inconveniences caused to you.

shauno100
Posts: 3
Joined: Fri May 17, 2019 2:38 pm

Re: HFC - NBN 50/20 >> NBN 100/40 Issue

Post by shauno100 » Thu Aug 08, 2019 11:17 pm

Rebooted all my devices download speed on speedtest.net against multiple servers is still the same as my previous 50/20 plan around 46mbps whilst upload is correct at approx 36mbps as mentioned before. Clearly NbnCo have not set this up correctly or there is a fault in my area. Can you please escalate with NBNCo?

nilushid
Exetel Staff
Posts: 714
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: HFC - NBN 50/20 >> NBN 100/40 Issue

Post by nilushid » Sun Aug 11, 2019 2:47 pm

shauno100 wrote:
Thu Aug 08, 2019 11:17 pm
Rebooted all my devices download speed on speedtest.net against multiple servers is still the same as my previous 50/20 plan around 46mbps whilst upload is correct at approx 36mbps as mentioned before. Clearly NbnCo have not set this up correctly or there is a fault in my area. Can you please escalate with NBNCo?
Hi Shaun

Thanks for the PM . We are glad that the service is working now up to your expectation. Enjoy the internet.

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