Poor speeds on fixed wireless

Services provided via NBN Co, Opticomm, Open Networks, Red Train, LBN Co, and TPG FttB
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sgt5
Posts: 8
Joined: Fri Feb 15, 2019 11:35 am

Poor speeds on fixed wireless

Post by sgt5 » Fri Feb 15, 2019 12:28 pm

We had fixed wireless nbn installed yesterday with 25/5 plan but speeds have been poor. Best I've achieved (using Exetel's speedtest) was 11.0 Mbps at 9.24 am this morning with a direct ethernet connection to the modem. Not even close to the "Typical evening speed 23 Mbps" advertised by Exetel. We're only about 2 km from the tower with no major trees or other barriers and the technician who installed it said that we had good signal and should have no problems - but clearly there is a problem. How do we get this fixed?

Speeds on wireless modem connection (date - time - ping - download Mbps - Upload Mbps - Jitter):
14-Feb-19 3.32 pm 45 9.8 4.0 3
14-Feb-19 4.49 pm 46 8.5 4.0 4
14-Feb-19 5.06 pm 46 6.7 3.6 62
14-Feb-19 7.37 pm 46 7.8 3.8 6
14-Feb-19 8.01 pm 49 7.2 2.9 1
14-Feb-19 10.57 pm 49 7.3 3.8 2
14-Feb-19 11.27 pm 42 9.2 3.9 4
14-Feb-19 11.43 pm 47 8.4 3.8 1
15-Feb-19 12.04 am 40 9.2 3.9 4
15-Feb-19 8.56 am 48 10.0 3.7 2
15-Feb-19 10.01 am 46 9.0 4.0 3
15-Feb-19 11.16 am 47 8.9 3.8 2
15-Feb-19 12.25 pm 46 7.7 3.7 6

Speeds on direct ethernet connection:
15-Feb-19 9.24 am 42 11.0 4.0 4
15-Feb-19 11.18 am 39 11.0 3.8 8
15-Feb-19 12.19 pm 47 8.0 3.9 4
15-Feb-19 12.20 pm 45 9.7 3.6 3

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KavindaS
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Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Poor speeds on fixed wireless

Post by KavindaS » Fri Feb 15, 2019 6:28 pm

sgt5 wrote:
Fri Feb 15, 2019 12:28 pm
We had fixed wireless nbn installed yesterday with 25/5 plan but speeds have been poor. Best I've achieved (using Exetel's speedtest) was 11.0 Mbps at 9.24 am this morning with a direct ethernet connection to the modem. Not even close to the "Typical evening speed 23 Mbps" advertised by Exetel. We're only about 2 km from the tower with no major trees or other barriers and the technician who installed it said that we had good signal and should have no problems - but clearly there is a problem. How do we get this fixed?
Can you forward the speed test results in different times to residentialsupport@exetel.com.au and provide the reference number here?

sgt5
Posts: 8
Joined: Fri Feb 15, 2019 11:35 am

Re: Poor speeds on fixed wireless

Post by sgt5 » Fri Feb 15, 2019 8:57 pm

The reference number is 14331177

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KavindaS
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Posts: 2255
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Location: Sydney

Re: Poor speeds on fixed wireless

Post by KavindaS » Fri Feb 15, 2019 9:30 pm

sgt5 wrote:
Fri Feb 15, 2019 8:57 pm
The reference number is 14331177
Thank you. I have checked and we have received the test results. We will investigate further on this and email you through the same ticket reference.

sgt5
Posts: 8
Joined: Fri Feb 15, 2019 11:35 am

Re: Poor speeds on fixed wireless

Post by sgt5 » Tue Feb 19, 2019 1:25 pm

Hi Kavinda,

Do you know when I might get a reply about this problem?

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KavindaS
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Posts: 2255
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Poor speeds on fixed wireless

Post by KavindaS » Tue Feb 19, 2019 6:46 pm

sgt5 wrote:
Tue Feb 19, 2019 1:25 pm
Hi Kavinda,

Do you know when I might get a reply about this problem?
I have assigned one of the senior engineers to work on this and you should get a response soon.

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