Tracking a service call

[Shane]

Hi @oneils

I chased this with our Technical Team, expect them to contact you tomorrow to provide feedback with the issue raised last week.

Let us know how it will go.

Cheers!

Further to our discussions. I was told on Saturday (6/3) that there is an NBN issue affecting speed within the Golden Grove area. Are you aware of this and could this be the source of my speed issues and dropouts?

Greg

[oneils]

Hi guys, had a tech out yesterday.

He connected his modem via ethernet (270Mb/s), via wifi 220Mb/s to his laptop

Connected my modem (Huawei HG689) via ethernet 220Mb/ and wifi 140Mb/s. at 1m

Via my tablet, 10-25Mb/s. at 1m

PC via ethernet 25Mb/s

PC via powerline connectors 10-25Mb/s

Swapped network cables from modem to PC and powerline adapter, no change.

Reset modem by system refresh, no change.

He said something is clobbering my 2.4Ghz wifi, 5Ghz may be good but I don't have anything on that band.

Using Wifi analyser I can see 1-4 devices broadcasting at 2.4Ghz near the modem with no ids.

switching off the nbn connector, modem, tv and all electronics in that area makes to difference. still see the output.

He suggested a new modem as mine is 5+ years old.

would that solve my problem?

any other ideas?

thanks

Greg

[Riezl]

Hi @oneils, our Engineering Team is still working on this and the Case Engineer will be in touch to discuss how this will progress. If there's a need for us to change the modem, you will be advised.

Kindly await further updates within 24 hours. Thank you.

[oneils]

Hi guys,

been a while since you sent me a new Modem.

Installed fine but no improvement.

Installed new cables, removed my second modem on the system and replaced it with a Gigabit switch.

Performance is still poor.

Wifi from 1m is at best 25Mbs

Via a cable to my pc 60Mbs, but typical it ranges from 2 to 20Mbps.

Today it is only 1.8 and 2.2.

Since this all started when you switched me to the 250Mbps free trial, can you please set me back to the previous settings for 50Mbps.

That was very stable and was typically 40-50Mbps via line and wifi.

I do not want to continue on the unstable 250Mbps but return to my old settings.

Can you please make this happen.

thanks

Greg

[Riezl]

Hi @oneils, we have already sent a request to remove the speed boost from your account. 

[oneils]

Thanks Riezl,

the girls on the helpdesk didn't know what to do with my request.

Greg

[Riezl]

Apologies for that. Let us know should you have further queries.