Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

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blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Thu Nov 15, 2018 5:36 pm

My plan change from 12/1 500gb to 50/20 unlimited came into effect today but I have run multiple download tests and the speed caps out around 18/6 mbps instead of expected speeds of about 40/20.

These speeds show in the Netcomm router summary and via the Exetel Speedtest. I spoke to Exetel support this morning and the friendly chap there confirmed the speed and was contacting NBN and or the Supplier ( Optus ?) to check what may be the problem. I was not given a ticket number however he told me I would hear back today via my mobile number yet so far I have no answers.

I found talk in another thread of few people who found their speeds locked similarly to a lower speed after upgrading to the 50/20 plan due to some profile or speed lock by the NBN company beyond the immediate and direct control of Exetel.

Can anyone here offer me any advice based on similar experience or what the solution ended up being ? I have power cycled this Netcomm router modem few times but speed remains same. I thought I would get download speeds of somewhere around 40 mbps yet this is less than half so far.

KavindaS
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Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by KavindaS » Thu Nov 15, 2018 6:16 pm

blanes wrote:
Thu Nov 15, 2018 5:36 pm
My plan change from 12/1 500gb to 50/20 unlimited came into effect today but I have run multiple download tests and the speed caps out around 18/6 mbps instead of expected speeds of about 40/20.

These speeds show in the Netcomm router summary and via the Exetel Speedtest. I spoke to Exetel support this morning and the friendly chap there confirmed the speed and was contacting NBN and or the Supplier ( Optus ?) to check what may be the problem. I was not given a ticket number however he told me I would hear back today via my mobile number yet so far I have no answers.

I found talk in another thread of few people who found their speeds locked similarly to a lower speed after upgrading to the 50/20 plan due to some profile or speed lock by the NBN company beyond the immediate and direct control of Exetel.

Can anyone here offer me any advice based on similar experience or what the solution ended up being ? I have power cycled this Netcomm router modem few times but speed remains same. I thought I would get download speeds of somewhere around 40 mbps yet this is less than half so far.

As per to the phone conversation you had with us today, service issue has been logged under the reference number 13808055 and we will provide you a feedback to the given contact details.

blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Fri Nov 16, 2018 12:29 pm

Thanks Kavinda I got message last nite with the ticket num. Today the modem is syncing even slower at 14 mbps, yesterday 18 mbps.

Maybe NBN limit the speeds in my area as it is now only about 300 kb/s faster than my old 12mbps connection plan.

Lets see then hopefully they sort it before the weekend !

KavindaS
Forum Admin
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Location: Sydney

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by KavindaS » Fri Nov 16, 2018 1:14 pm

blanes wrote:
Fri Nov 16, 2018 12:29 pm
Thanks Kavinda I got message last nite with the ticket num. Today the modem is syncing even slower at 14 mbps, yesterday 18 mbps.

Maybe NBN limit the speeds in my area as it is now only about 300 kb/s faster than my old 12mbps connection plan.

Lets see then hopefully they sort it before the weekend !
We have further informed this with NBN and expecting to have a programing change from their end. We will provide you a feedback accordingly. appreciate your patience here.

blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Fri Nov 16, 2018 1:17 pm

Ok and I appreciate the update, thanks Kavinda ! Cheers mark 8)

blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Fri Nov 16, 2018 4:36 pm

Just rebooted the modem and now back to yesterdays speed of 18 mbps.

How much work does it actually involve to reprogram from NBN I wonder !

KavindaS
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Location: Sydney

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by KavindaS » Fri Nov 16, 2018 7:12 pm

blanes wrote:
Fri Nov 16, 2018 4:36 pm
Just rebooted the modem and now back to yesterdays speed of 18 mbps.

How much work does it actually involve to reprogram from NBN I wonder !
It depends on the type of the change they going to apply or the steps they follow to investigate. We will inform you when they have investigated this further.

blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Sun Nov 18, 2018 11:23 am

Unfortunately still no progress after 3 days now and only syncing at 15/6 mbps today. :cry:

This sort of problem must be of a low priority for NBN. I would think they could have reset the necessary program or profile by now !

rasikak
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Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by rasikak » Sun Nov 18, 2018 2:43 pm

blanes wrote:
Sun Nov 18, 2018 11:23 am
Unfortunately still no progress after 3 days now and only syncing at 15/6 mbps today. :cry:

This sort of problem must be of a low priority for NBN. I would think they could have reset the necessary program or profile by now !
Thank you for reaching us. Please note that we have further escalated the issue to the supplier management to speedup the process on getting the issue resolved. We will make sure to update you once the supplier has provided their progress on this regards.

blanes
Posts: 45
Joined: Sat Sep 06, 2008 8:47 pm
Location: Brisbane

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by blanes » Tue Nov 20, 2018 9:35 am

Still stuck on low speeds, syncing at 15 mbps Down and 6 mbps Up,

Will someona at Exetel please check with NBN again as to what the delay in rectifying this might be ? It is a week tomorrow since my new 50/20 Plan came into effect.

Thank You and I appreciate it is not any fault of Exetel in fixing this.

KavindaS
Forum Admin
Posts: 2457
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Moved to 50/20 Plan Modem Speed stuck @ 18/6 !?

Post by KavindaS » Tue Nov 20, 2018 1:33 pm

blanes wrote:
Tue Nov 20, 2018 9:35 am
Still stuck on low speeds, syncing at 15 mbps Down and 6 mbps Up,

Will someona at Exetel please check with NBN again as to what the delay in rectifying this might be ? It is a week tomorrow since my new 50/20 Plan came into effect.

Thank You and I appreciate it is not any fault of Exetel in fixing this.
Exetel apologies for the delay causing here. However, we have already escalated with the NBN management and currently waiting on their feedback. We will inform you accordingly.

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