NBN who's happy with theirs?

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Originally Posted by 1950landy

We already have 4 phone outlets in the house

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When we moved in here and the NBN tech came out to connect us he stated that we could only have ONE connection, all others (3 of 4) had to be disconnected. He did this but we still had some teething issues in the first couple of months. The same tech came back and ran through all the connections the ensure there was only 1 that remained. Kept it simple and placed connection in same room as computer. Less problems after that but these were related to ISP not NBN. Have now changed provider and have much much better service.
You could try running your Foxtel with a pass through powerline adapter. We have one that runs SWMBOs Fetch Box and works quite well.

We had the NBN connected in November since then it has been dropping out & is very slow , if my wife is watching Netflex & I am on the computer I have time to make a coffee while it is opening any thing I click on. Last week the NBN dropped out almost every day for around 4hrs , over the weekend we had no internet Saturday afternoon & evening & came back on about 10am Sunday. When they installed the NBN the guy said if we have a problem just go to the Telstra Shop & theywould sort it, left me with no paperwork & no contact numbers . I went to Telstra last week to be told to ring technical services , wrote the number on scrap of paper & sent me away.
This morning I rang Telstra Technical Services to listen to music only no message from Telstra so was not sure I was connected to Telstra at all. I ast on the phonetistening to the music for around 3/4 hrs & eventually I got a recorded message telling me how important I am then started with the adds for about 5 minuts.
I was connected to some one in Minila who told me my internet is working , I said I know it is working now but what about latter . She said I will have to contact Tech Department but because of the volcano she could not put me through & I should just keep calling back until the volcano dies & they cam put me through.
I don't know why I have to deal with Telstra in Minila as the problem seams to be a NBN connection problem , We had exactly the same problem 8 years ago when we tried to connect to cable & it took me 6 months to get Telstra to put us back on to ADSL, unfortunately we don't have that option this time. I told the guy this was going to happen when he hooked us up to the NBN & the Foxtel cable would need replacing . My brother told me to go with Vodafone I should have listened to him.[bighmmm]

I know, I can sympathise. No really.

AGL ? I won't even go there. [bigsad] Yep Philippines or maybe a kitchen table in some one's home/shanty. How would you know where you are if they sub it out??? Telstra? Yep Philippines & a host of other companies wanting to do it on the cheap so it doesn't surprise me NBN has followed suit.

What it costs them in lost business is anybody's guess but so long as the Call Centre is cheap thats ok it's within Budget..

With some joints, it is though they don't know what a Data Base is or even what it is for if they had one so no-one seems to know what has previously transpired with your Account & you repeat it to this one & that one & the same the next time you call with a problem. No record.
And surprise, surprise, the Operators do not appear in many cases, that they are authorised to make a decision & awaaaaaaaaaaaaaaaaaaaaay you go again. Then "TEAM LEADERS" may get involved, (Ah ha you think, we'll get somewhere now. WRONG!) & sometimes that may improve the service or it can make it bloody impossible.

But the real stopper, read ****er offer, for me is the variety of accents that you cannot understand or they babble on & on & on like the Flying Scotsman at full steam


I often wonder whether Company Execs actually dry run these joints to check on how things are going & what their clients are having to put up with. And don't even get me started on Sales Promo announcements & Music! :soapbox::bat:

BTW due respects to your Bro, but we found VODA the pits & just as incompetent as any other.


One wonders whether the Tech Dept is situated in the Crater? Sounds like a load of old cobblers to me.

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they often hang up if they cannot deal with the issue.

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Yep I forgot that little doozy & in she goes into the "too hard" basket because some don't understand their "Product". Not surprising if they can't speak English.

Yep Telstra's call centre in the Phillipines is great at not providing service - they often hang up if they cannot deal with the issue.

I had cause to ring them just before Christmas and the call center was having a Christmas Party in the call center and I could not hear the consultant and because of the noise in the office the consultant could not hear me - I did suggest the party stop or the consultant move but didn't happen so I had no option but to hang up.

There is no point ringing the complaints line as that is also in the Phillipines.

The Telstra CEO's email is available online if you google it and the only time I have got satisfaction is to email him - now he does not answer it but his senior staff do and you get someone from Aust to deal with your issue and it seems to work.

I am surprised, that with no customer service, Telstra is still in business.

Garry

I dunno if it's NBN or something else.

We have Optus Fetch and regularly get messages on the TV screen telling us that we are low on bandwidth, e.g.,

Attachment 157141

I'm not sure why. Whenever we've checked, our connection speed is 49Mbps. I don't have unknown people leeching off our WiFi (I run a program called Who Is On My WiFi and it announces whenever there is an unknown users on the network).

The Fetch Mighty Box (lounge room) connects via ethernet cable to the modem and the Mini (bedroom) connects via WiFi.

We had the same problem of repeated drop-outs when the NBN was installed - up to 15 times a day.
Rang Telstra repeatedly and each time they just said to restart it.
We discovered they weren't even logging our complaints.
Telstra doesn't even fix NBN problems - that has to be done by a NBN tech visiting the site.
Eventually an NBN tech came around and replaced our connections to the street and it improved.
My advice is:
1. Ring every single time there is a problem to create a record of complaints
2. Always ask them to log the problem
3. Ask for the operator's name to make the person feel responsible
4. Always ask the operator to lodge a case with NBN and send a tech to inspect
5. Ring every day to check the case has been lodged with NBN, because nothing will improve until that happens.
It's the squeaky wheel theory - you have to make a total nuisance of yourself or you will be fobbed off.
Then restart it yourself anyway.
Hope that helps.

If you are not on a contract then I suggest shopping around for a better deal. We were with Optus with similar issues to @DiscoMick, drop outs, very poor speeds (I mean VERY poor), overseas call centre and tech depts who frankly just tell you to turn it off, wait 30 seconds and turn it on again. Even opened a dispute with the Telecommunications Industry Ombudsman (TIO), which is a toothless tiger in these situations. The best result they can achieve is to get you out of any contract for zero cost but it is a lot of messing aroung.

After some research, reading many reviews and websites, we settled on Aussie Broadband. WOW!!!!!. Called their AUSTRALIAN service centre told them exactly what I required and was connected within the hour. As I provided my own modem router, I had a minor glitch with the configuration and spent 2 mins on hold for the tech dept who had the problem solved and me up and running in less than a minute. Twice the speed and have not seen one drop out.

We also ditched the home phone because frankly we didn't use it and if the NBN drops out so does the phone. AND, no more annoying calls for surveys or this or that charity. As we both have mobiles was really no need for another phone. Seems a lot of people are doing the same.

Good luck with it all. As @DiscoMick has said keep annoying them because what is happening to you is very annoying. And I'd suggest keeping your own records of:
a. When you call (date and time)
b. Who you speak to
c. Length of time on hold
d. Nature of issue
e. Was issue resolved
This sort of information is handy if you want to escalate to supervisors, managers or (if needed) TIO.

We are on NBN Fixed Wireless to a Lenswood Tower apparently. Don't ask me how though, as I thought there'd be too many hills in the way.

When the Cudlee Creek fire was going we lost the service inc. VOIP phone. No matter, we have 2x Mobiles.

Were only off for about 1 hour as NBN had to wait for clearance from the CFS to approach the Base Stn with either fuel or batteries. (?)

We seemed to have a 1/2 hour wait after that & it was back on.
Have had a few minor dropouts but, & I thought I'd never say this, NBN has generally been satisfactory.



FWIW from my earlier query re Skymuster Sat. a couple of months ago.

Friends of ours at Carey Gully have the Sat & reckon the speeds & reliability are great these days compared to the "old" Telstra Sat Service A new Satellite was flown recently I thought they said.


Edited. 2041 CDST

Actually 50 landy, your best bet is to go though your ISP (if that is Telstra then bad luck I suppose) but with any problems we have had our ISP does the chasing up to get a problem sorted. They know who to contact & can keep the pressure up on them & they stay in contact with us as well.

Tied ringing the Telstra again today at 9.30am all I got was a recorded message telling me to leave my details & they would ring me back, I had just got into the shower at 6pm when they rang but from a number that you can not ring them back on so had to ring the 1800 number & leave a message & they will ring me back tomorrow.

We have had no internet , home phone or Netflix from 4pm through 9pm today & when it did come back on it was so the sick snails in our garden would have been faster. I was trying to read the news I could read the words but it would not load any of the images, seams to be ok now will see what the morning brings , we had some accounts to pay today will now try to pay them in the morning & hope they don't hit us for late payments .

It is a bastard when that happens & you are penalised, happened to us once.
We now pay a week in advance because you never know wtf is going to fail next with online payments so better to be safe than sorry.