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  Reply # 514526 31-Aug-2011 15:21
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Agreed, whoever you talked to should really know that 30-35dB line attenuation should achieve around 8-10mbit line rate (they would have calculators and tools for this) and want to get wiring checked if you're not achieving near that in line rate.

However the reality is CSR/helpdesk positions are low pay, high turnover and Telstraclear have earned a terrible reputation for customer service over time.


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  Reply # 514589 31-Aug-2011 16:55
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tasteywheat:
sbiddle: This situation isn't unique - it just shows the problems that people face and the implications of poor internal wiring on DSL sync speeds with self installs.

The reality is that unless you have a master filter install statistically speaking you WILL suffer a drop in maximum DSL performance, the degree of this drop depends entirely on the state of your home wiring.

IMHO anybody who wants the best performance from their DSL should pay for a master filter to be installed, whether this is done by Chorus or a 3rd party. If you have an alarm this is a necessity.



That's great and knowing what I know now I will get that done. But, why wasn't this stated to me before getting the connection or during one of many support calls.
The promise of one thing and the delivery of only half that and the rather than turn around and say "We think your house wiring is faulty you'll need to get chorus to check it" they said "5Mbps ADSL2+ is a good connection for your location there's nothing more that can be done".

The thing that annoys me is that "5Mbps ADSL2+ is a good connection for your location" is a lie and I knew that it was.



I doubt you'll find many ISP's letting their CSR's tell customers they recommend the customer pays $199 for a technician to visit and fix their problems - those that do will probably find the customer leaving as the vast majority of people aren't interested in believing that problems within their own house is the issue, and why they should pay to have it fixed. I know Telecom make it very clear at signup that a full install is an option, but the number of people who take this up is miniscule.

As for the 5Mbps speed this could have easily come from the Telecom prequalification tool.

  

 

  




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  Reply # 514607 31-Aug-2011 17:26
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As part my phone call earlier today I got tired of running round in circles and requested that I talk to the CSR supervisor.

The supervisor has since called me back and I can confirm that it was in fact a tech that reported back the speed of 5Mbps to CSR and they took it on face value.

If the wiring in my house was done correctly the theory is that socket 3 should never have worked because there should of been a splitter in place. This would of removed the dsl signal from socket 3 and it should have only worked on sockets 1 and 2. In this way the alarm should not have affected the speed.


At this stage it look like there isn't actually a splitter but rather just a junction point

As far as I know (my partner spoke to them when signing up) we weren't asked whether or not we had an alarm and as a result there would not have been a reason to think this was the problem. The tech did measure the line and would of picked up the alarm signal and that may have affected his/her measurement.

It also appears that the alarm signal messes up the entire line in that the prequal tool with the signal interfering read 5Mbps (which is probably what CSR use). Now since I disconnected the alarm the prequal tool reads higher.

So now having some explanation it's a lot less frustrating




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  Reply # 514916 1-Sep-2011 10:40
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I think there is also quite a bit of congestion on the papanui exchange during the evening 6pm - 11pm as the speed I get during this time is only around 3.8 - 4Mbps when its good last night 3Mbps was a struggle at around 9:30pm. Add to this other people on this exchange are complaining about low speed and recieving similar results.

If I do a speed test around 11:30pm  then it may sometimes pickup but I know that first thing in the morning around 7am I consistently get 7.8Mbps

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