Slow - 100/40Mbps

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Amila Fernando
Forum Admin
Posts: 373
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Slow - 100/40Mbps

Post by Amila Fernando » Thu Apr 14, 2016 11:30 pm

MatthewC wrote:Not surprisingly there is another speed problem.

Once again a month where I have gone over my limit, again I purchased additional data and there was no speed increase (this used to be instant). I have monitored the connection since and now that my connection has switched to the next billing month cycle I can confirm there is a speed issue as the connection is still slow AGAIN.

Last Result:
Download Speed: 15938 kbps (1992.3 KB/sec transfer rate)
Upload Speed: 38803 kbps (4850.4 KB/sec transfer rate)
Latency: 31 ms
Jitter: 4 ms
14 April 2016 at 6:35:06 PM AEST


Not a coincidence this happens when I have gone over my limit AND purchased additional data. You had no idea what the problem was last time, if you did fix anything you never notified me, I only found out after completing a speed test. I don't think you actually knew what the problem was and if you did you weren't about to admit fault.

I'm normally nice and reasonable about this as you can see from previous problems but after the attitude I received last time (which was basically that you don't give a crap about customers) you now have to deal with someone who is well and truly pissed off and sick of this incompetent crap. There has never been an issue with the connection it has alway been a problem with Exetel.
Hi Matt,

I have dropped an email to your nominated email under 10177087 reference, requesting some troubleshooting. Kindly go through the email and send us the results so we can effectively investigate the incident.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Slow - 100/40Mbps

Post by MatthewC » Sat Apr 16, 2016 9:11 am

Tests have been submitted.

devindag
Exetel Staff
Posts: 487
Joined: Mon Jun 25, 2012 4:08 pm
Location: Australia

Re: Slow - 100/40Mbps

Post by devindag » Sat Apr 16, 2016 10:16 am

MatthewC wrote:Tests have been submitted.

We will look in to this and get back to you via email under the same reference number that was mentioned earlier.

MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Slow - 100/40Mbps

Post by MatthewC » Tue Apr 19, 2016 6:52 pm

Still awaiting a response for the slow speeds/poor service.
Every other time it has taken 24 hours or less to test the results, mind you this is a common occurrence now so it should be fixed a lot quicker being the same problem AGAIN.

Why is it each time I use my quota for that period the next period I receive slow speeds, do you even know what you did to fix it last time? Or did you just wait for it to fix itself. A bit like last time you wanted to do a TeamViewer session with me when the problem was clearly at your end so your technician could change all the options on the router and run a speed test whilst not really knowing what they're doing then logging off without any communication.

Or do we need to go through the technician coming out again and verifying again that the problem is with Exetel..

Amila Fernando
Forum Admin
Posts: 373
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Slow - 100/40Mbps

Post by Amila Fernando » Tue Apr 19, 2016 10:45 pm

MatthewC wrote:Still awaiting a response for the slow speeds/poor service.
Every other time it has taken 24 hours or less to test the results, mind you this is a common occurrence now so it should be fixed a lot quicker being the same problem AGAIN.

Why is it each time I use my quota for that period the next period I receive slow speeds, do you even know what you did to fix it last time? Or did you just wait for it to fix itself. A bit like last time you wanted to do a TeamViewer session with me when the problem was clearly at your end so your technician could change all the options on the router and run a speed test whilst not really knowing what they're doing then logging off without any communication.

Or do we need to go through the technician coming out again and verifying again that the problem is with Exetel..
Please note that we have analyze your test results and drop an email to you. Kindly go through the email and let us know to proceed with further investigations.

We do apologies for the delay and inconvenience caused to you.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Slow - 100/40Mbps

Post by MatthewC » Thu Apr 21, 2016 7:20 pm

24 Hours later and I still don't have a reply to what the problem was last time, yet you want to send a technician out again, should be a simple answer. There are two simple questions that need answering prior to that happening.

1. Did you find the fault last time?
2. If yes what was the problem

OR

2. If no. Why not?

Amila Fernando
Forum Admin
Posts: 373
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Slow - 100/40Mbps

Post by Amila Fernando » Thu Apr 21, 2016 11:30 pm

MatthewC wrote:24 Hours later and I still don't have a reply to what the problem was last time, yet you want to send a technician out again, should be a simple answer. There are two simple questions that need answering prior to that happening.

1. Did you find the fault last time?
2. If yes what was the problem

OR

2. If no. Why not?
Hi Matthew,

I have replied to your email under 10177087 reference.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Slow - 100/40Mbps

Post by MatthewC » Wed Apr 27, 2016 7:55 pm

Please cancel my account I have changed to another provider.

Amila Fernando
Forum Admin
Posts: 373
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Slow - 100/40Mbps

Post by Amila Fernando » Wed Apr 27, 2016 11:48 pm

MatthewC wrote:Please cancel my account I have changed to another provider.
Dear Matthew,

I have drop an email to you. Do not hesitate to contact us if you have any further concerns.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

xkostas
Posts: 5
Joined: Wed Jun 15, 2016 9:37 am
Location: Brunswick West

Re: Slow - 100/40Mbps

Post by xkostas » Wed Jun 15, 2016 12:28 pm

I too have problem with the speed. Yesterday i changed from 25/5 to 100/40.
The speed i get is only 22/33.

What can be done to increase this?

KavindaS
Forum Admin
Posts: 2549
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Slow - 100/40Mbps

Post by KavindaS » Wed Jun 15, 2016 5:05 pm

xkostas wrote:I too have problem with the speed. Yesterday i changed from 25/5 to 100/40.
The speed i get is only 22/33.

What can be done to increase this?
Please perform few speed tests in random times during the day and forward the results to residentialsupport@exetel.com.au, so we can check the programming and the technical side.

xkostas
Posts: 5
Joined: Wed Jun 15, 2016 9:37 am
Location: Brunswick West

Re: Slow - 100/40Mbps

Post by xkostas » Thu Jun 16, 2016 12:43 pm

All good!
My bad, i had opendns at the modems dhcp and the speed had stacked at 22/33!
As soon as i put the Exetel dns to the modems dchp dns the speed reached 70/38!
I am satisfied with those speeds :)

KavindaS
Forum Admin
Posts: 2549
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Slow - 100/40Mbps

Post by KavindaS » Thu Jun 16, 2016 1:43 pm

xkostas wrote:All good!
My bad, i had opendns at the modems dhcp and the speed had stacked at 22/33!
As soon as i put the Exetel dns to the modems dchp dns the speed reached 70/38!
I am satisfied with those speeds :)
That is awesome :mrgreen: . Keep monitoring the service and let us know if the issue persists.

xkostas
Posts: 5
Joined: Wed Jun 15, 2016 9:37 am
Location: Brunswick West

Re: Slow - 100/40Mbps

Post by xkostas » Fri Jun 17, 2016 11:20 am

Even better results using google dns! The speed is reaching 83/38!

there a test http://beta.speedtest.net/result/5410021791

KavindaS
Forum Admin
Posts: 2549
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Slow - 100/40Mbps

Post by KavindaS » Fri Jun 17, 2016 3:54 pm

xkostas wrote:Even better results using google dns! The speed is reaching 83/38!

there a test http://beta.speedtest.net/result/5410021791
That is even good news. Google DNS always recommended..

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