Consistant Slow Speeds - LBN Co - Banksia Grove

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westy1978
Posts: 12
Joined: Thu Jun 07, 2018 4:43 pm

Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Fri Jun 22, 2018 9:08 am

For 3 years I have been with Exetel using the LBN Co Service. I found the speeds consistently slow with only the odd rare occasion where it goes somewhat close to what i pay for. I see the average speeds that they tell new users to expect from their service, and I can categorically say that those speeds are achieved less than 0.001% of the time.

I have tried plugging my computer directly into the fibre box on the garage wall, As expected it increases the speed only by what you would expect from a direct connection compared to the usual wifi method I usually engage. For well over a month now my average speeds are about 2.8/5.9 on direct connection and 2.5/5.9 on wifi.

I have taken many screen shots and spoke with technical help on numerous occasions and they can't seem to make any difference to my service speed. I had faster speeds on ASDL!!

Does everyone have this problem or is it just me?
Does anyone have any idea what i can do to sort this out?
Does anyone have experience with the ombudsman. Surely there must be a case for false advertisement considering the speeds are always well below advertised?
Is it worth cancelling with Exetel and going to another retailer even they they are only resellers of the same product?

tharmesk
Exetel Staff
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by tharmesk » Fri Jun 22, 2018 11:55 pm

Hi,

Thank you for the inquiry and kindly accept my apologies for the inconvenience caused by service related issue.

Please note that we have checked our back end network and provisioning details for a possible issue, unfortunately we could not identify one as of now. So the next step is to lodge a fault to the wholesale supplier to check if they can find any issues from their end.

We have sent an email to you requesting speedtest results so that we can raise the fault to the supplier. Kindly reply to that email thread so that we can check with the supplier and resolve the issue.

Regards.

westy1978
Posts: 12
Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sun Jun 24, 2018 5:59 am

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westy1978
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Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sun Jun 24, 2018 6:00 am

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westy1978
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Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sun Jun 24, 2018 6:05 am

there you go heaps of screenshots. some there were . why you need them escapes me.is someone going to make contact and discus a discount for the lack of service for the last 3 years. some there were direct connect, some were wifi.
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IsuruB
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by IsuruB » Sun Jun 24, 2018 4:53 pm

westy1978 wrote:
Sun Jun 24, 2018 6:05 am
there you go heaps of screenshots. some there were . why you need them escapes me.is someone going to make contact and discus a discount for the lack of service for the last 3 years. some there were direct connect, some were wifi.
Thanks. We have responded via ticket reference 13106377. Kindly forward all results via the same email conversation in future so that we will be able to look into the matter in a timely manner.

westy1978
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Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sun Jul 01, 2018 4:30 am

Image
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KavindaS
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by KavindaS » Mon Jul 02, 2018 1:34 pm

Please reply back to the last email we have sent on Date: Thu, 28 Jun 2018 07:06 pm through your email reference 13106377, including the exact test results and other terms and agreements. Based on the results and your agreement only, we will move forward with the supplier escalation.

westy1978
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sat Jul 14, 2018 5:25 pm

Please resend email to new email listed on my account. I do not have access to old email. Incidentally, speeds still suck

westy1978
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Sat Jul 14, 2018 5:29 pm

Still Slow as usual
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IsuruB
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by IsuruB » Sun Jul 15, 2018 8:49 am

westy1978 wrote:
Sat Jul 14, 2018 5:29 pm
Still Slow as usual
Please find that the Wholesale Supplier was unable to detect any issues from the previous escalation with the results you have provided on the Exetel forum, and for a more effective investigation we have requested additional information from you on multiple instances via the email ticket that you opened on 05 Jun 2018, with reference number 13106377, to which we have not received a response.
In case that email address is no longer functional or if you are not receiving emails from us on that email address, can you please drop us an email from the email address that you currently use so that we can progress in this investigation?

westy1978
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Thu Jul 19, 2018 5:52 am

If you bothered to read previous post if on email was listed

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KavindaS
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by KavindaS » Thu Jul 19, 2018 1:49 pm

westy1978 wrote:
Thu Jul 19, 2018 5:52 am
If you bothered to read previous post if on email was listed
Apologies for you on that and now I have updated the same email ticket 13106377 with your new gmail address. I will go through the details again and re send the missed email to you with the required information to confirm. You may reply back tot he same email.

westy1978
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Joined: Thu Jun 07, 2018 4:43 pm

Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by westy1978 » Wed Aug 08, 2018 9:54 pm

Email been sent

Still pathetic slow speeds

And that is directly connected to the fibre box on the wall outside.
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KavindaS
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Re: Consistant Slow Speeds - LBN Co - Banksia Grove

Post by KavindaS » Wed Aug 08, 2018 10:40 pm

westy1978 wrote:
Wed Aug 08, 2018 9:54 pm
Email been sent
And that is directly connected to the fibre box on the wall outside.
I have checked the ticket no 13106377 and unable to find a recent response from you. Could you please check whether you have emailed as a new one and provide the relevant ticket reference you have received?

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