By the 18th January 2009, we'd had enough. As our ISP, Internode were our first port of call.
We logged a call and Internode agreed to investigate and subsequently escalated the issue to Telstra Wholesale. We suspected congestion as the link was ridiculously slow at night, on the weekends and on school holidays. We submitted data to substantiate our findings.
By sheer chance, when the Telstra tech came out to test the link at the house, my partner was home. He spoke at length with the tech and explained all the tests we'd done ourselves and what we suspecting the problem was. The tech then toddled off back to the exchange. He rang my partner later that day and confirmed that our suspicions were in fact correct. It was congestion.
Fantastic! It was an identifiable problem that could be resolved!
Hurrah! Hur.. wah?
"Telstra have no ETA for resolution."
Ok, fair enough. We know they're busy making their billions of dollars worth of profit a year. Can't be expected to fix deficient services straight away.
So we wait. We contact Internode regularly (monthly) to ask for an update.
"Telstra have no ETA for resolution."
The Internode support ticket remains open.
Latency gets worse. Much worse. School holidays are a write-off. Easter we gave up trying to do anything. We told people if they wanted us to ring our mobiles as VOIP was unusable.
"Telstra have no ETA for resolution."
September school holidays? Unusable. Weekends? Unusable.
"Telstra have no ETA for resolution."
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It seems Telstra have the same record no matter who they're talking to when it comes to congestion. "No ETA on a resolution". I'll give Internode props though, they put up with my irritation after the service degraded to practically unusable, my weekly log e-mailed to them, (with pretty graphs) and my regular "We still have crappy internets!!!11one!" phone calls.
ReplyDeleteWhirlpool has so many reports of Telstra exchanges with congestion, I've given up pushing, and logging, and simply send a once-a-month e-mail to Internode letting them know it's getting worse. You'd think that given Outer SE Melb is the fastest growing population area in Victoria, Telstra would upgrade capacity, but apparently providing the Internet is the one service in the country where you can get 10% of what you pay for and the provider just laughs and takes your money without doing anything.