throttled speed have not been reset

[padmest215]

Hi,

My speeds are throttled for the Billing Period Ends on 20 Jun 2022. But now it is already 21st, and the speed is still throttled at 240kbps. 

The speed reset usually happens automatically at 12 am AWST of 21st immediately, sometimes it requires rebooting modern and reconnecting the DSL to work  I have rebooted my modern and reconnected the DSL several times during the past three hours, but it is still not working. So I think there is something wrong.

Thanks

[BasilDV]

Hi @padmest215

We were able to check the account and can confirm that there's no payment issues, but the service is still throttled.

We'll raise this to our Tech team and have someone to call you today between 10AM - 11AM.

BasilDV

[BasilDV]

Hi @padmest215

Your case has been raised to our Account Escalations for further investigation.

Any updates will be provided within 24 to 48 hours.

BasilDV

[padmest215]

The speed has become normal/ unthrottled since this morning, but I am not sure whether the situation is stable. 

[BasilDV · Accepted solution]

We are glad that the speed has gone back to normal @padmest215.

We can confirm that the throttled speed has been fixed by our Escalations team.

Have a good day!

BasilDV