New NBN 12/1 customer experience

Comments and posts about your experience with Exetel
SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

New NBN 12/1 customer experience

Post by SeanSlater » Tue Sep 08, 2015 8:12 pm

Hi all,

I thought I'd start up a thread to document the troubleshooting of my issue (rather than clog up Whirlpool). Firstly - the whole sign-up process was flawless, and the Exetel website and members area is really well done. Great work. Coming from iiNet this was a nice change.

However, my service performance on Day 1 after activation has not instilled me with confidence. Prior to signing up with Exetel I was with iINet on 100/40 - which ran flat-out 24/7 full speed, and today the service is struggling to deliver 3mbit..

I called Exetel today after consistent speedtests of 2mbit and was asked to reboot the NTD - it briefly came up - but soon dropped back to 2mbit. I was asked to monitor it for 24/48 hours to see if it improves - which I will do - but I'm not hopeful. Right now the service is struggling to open Facebook, let alone do any actual downloading/streaming.

Whirlpool posts, http://forums.whirlpool.net.au/forum-re ... 1&p=7#r126

(Full disclaimer, I was a iiNet staff member for 2 years - I left in July this year).

Fresh speed test - no improvement yet.
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SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Tue Sep 08, 2015 10:29 pm

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KavindaS
Forum Admin
Posts: 2250
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: New NBN 12/1 customer experience

Post by KavindaS » Tue Sep 08, 2015 11:36 pm

SeanSlater wrote:Hi all,

I thought I'd start up a thread to document the troubleshooting of my issue (rather than clog up Whirlpool). Firstly - the whole sign-up process was flawless, and the Exetel website and members area is really well done. Great work. Coming from iiNet this was a nice change.

However, my service performance on Day 1 after activation has not instilled me with confidence. Prior to signing up with Exetel I was with iINet on 100/40 - which ran flat-out 24/7 full speed, and today the service is struggling to deliver 3mbit..

I called Exetel today after consistent speedtests of 2mbit and was asked to reboot the NTD - it briefly came up - but soon dropped back to 2mbit. I was asked to monitor it for 24/48 hours to see if it improves - which I will do - but I'm not hopeful. Right now the service is struggling to open Facebook, let alone do any actual downloading/streaming.

Whirlpool posts, http://forums.whirlpool.net.au/forum-re ... 1&p=7#r126

(Full disclaimer, I was a iiNet staff member for 2 years - I left in July this year).

Fresh speed test - no improvement yet.
Hi SeanSlater,

Welcome to the Exetel Forum :) . We have already created in related to the telephone conversation you had. After monitoring the service issue, conduct few speed tests at different times and email the test results to residentialsupport@exetel.com.au, including the reference number 9426964.

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 12:24 am

KavindaS wrote:Welcome to the Exetel Forum :) . We have already created in related to the telephone conversation you had. After monitoring the service issue, conduct few speed tests at different times and email the test results to residentialsupport@exetel.com.au, including the reference number 9426964.
Will do, thank you.

Right now it's running a lot better (it is almost Midnight though).

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SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 2:45 pm

Better (but surely this should be maxing out the connection at this time of day?)

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SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 5:35 pm

Starting to feel laggy again.

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SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 7:21 pm

Interesting it at the moment - the service is barely usable - I'm unable to stream YouTube (even at 480p), and Facebook browsing is painful.

Running Speedtest.net showing this,
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Which is obviously not correct - so I tried another Speedtest site.

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http://www.ozspeedtest.com/bandwidth-te ... s/38163078

That feels much more like how the service is performing right now... awful :(

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 8:55 pm

Barely usable at the moment,

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Definitely feels more like this...

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Sigh...

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 10:13 pm

Thats about as bad as it can get surely..

Image

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Now if predictions are correct, that should be the worst of it and it will start improving again.

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Wed Sep 09, 2015 10:50 pm

Slight improvement (as expected). I'm now able to browse, but unable to stream YouTube..

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KavindaS
Forum Admin
Posts: 2250
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: New NBN 12/1 customer experience

Post by KavindaS » Wed Sep 09, 2015 11:34 pm

SeanSlater wrote:Slight improvement (as expected). I'm now able to browse, but unable to stream YouTube..

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Thanks for the information. It is better that you email as advised early for further investigation. Then we can do further troubleshooting and investigate the matter further with the supplier end.

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Thu Sep 10, 2015 1:00 am

KavindaS wrote:Thanks for the information. It is better that you email as advised early for further investigation. Then we can do further troubleshooting and investigate the matter further with the supplier end.
Will do tomorrow - just keeping all the tests here in one spot so I can put them in an email easily.

The connection has just come to an almost standstill...

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Thu Sep 10, 2015 1:17 am

As a visual guide of how bad it is tonight... https://www.youtube.com/watch?v=GUObsS3iMUU

SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Thu Sep 10, 2015 1:45 am

Half an hour later.. and we're back to a usable service..

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SeanSlater
Posts: 19
Joined: Tue Sep 08, 2015 7:37 pm
Location: Adelaide, SA

Re: New NBN 12/1 customer experience

Post by SeanSlater » Thu Sep 10, 2015 2:06 am

20 minutes later, it's gone to hell again.. :(

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