Hi @tc66 ,
The $5.00 could be the total amount of the 30 days notice charge plus the unused portion of the service.
Note: The 30 days notice is required to be provided when cancelling your internet service. This is discussed during registration and is also covered in our terms and conditions.
We tried to use your Community Details to pull up the account unfortunately it does not show any matching records, to better understand what happened on the bill we'd like to get your account details (Username/Customer ID together with the address on file).
In case you need a reference: How do I private message (PM) in the community
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Thanks for sending your details via Private Message.
I've conducted remote tests and the results does not show a physical issue with the line outside that would affect your internet speed.
The 1765m is the line of sight distance only from the Paradise exchange to your premises. But the possible actual cable distance is 2753m based on our line test and this is affecting the sync speed. As you maybe aware, ADSL2+ mainly relies on the cable quality and length. The farther you are from the exchange, the slower the speed gets.
The speed test result that you got earlier is within acceptable range in relation to your cable length.
In addition, your internet speed is being split among all your devices. Which means that when your downloading a file, it will consume bandwidth and will affect other devices.
Let's say there are 4 devices connected at the same time, not all devices will get the max speed but rather be divided into all those devices connected.
Another thing that we need to consider is the Wi-Fi capability. The biggest factors which reduces Wi-Fi performance are the effect of distance and internal walls have on signal strength.
For your reference, you may check the following articles that would provide you further information:
Troubleshooting a Slow Internet Connection
Easy Steps to Improve Wi-Fi Connection In Your Home
If you ever need additional questions, please feel free to bump up this thread. to reach out.
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Our Engineering Team have escalated this to Tesltra. We have identified that the issue is with the network controlled by the Tesltra. This unfortunately means only Tesltra technicians have the authority to fix this fault.
We have advised by Telstra will endeavour to restore service by anytime between now and 28/Dec/2017.
We will pass your compensation request to our Engineering Team.
Please be advised that any compensation request will be subject for approval and investigation once the Technical Issue is resolved.
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