Hi all,
In regards to speed issues on NBN services and in order to determine were the fault lies, I have outlined below the following troubleshooting that is needed:
- Restart the modem and test the speed once it has finished reconnecting.
- Connect your computer directly to the UNI-D port on the NTD and compare the speedtest results. If it has improved, the modem may need to be returned to factory defaults.
- If the speed issues continue then contact Tech Support, on 1800 TFIBRE (1800 834 273) Option 3, to investigate further.
More info on this can be found here: http://crowdsupport.telstra.com.au/t5/National-Broadband-Network-NBN/NBN-Basic-troubleshooting/ta-p/340795
If you are noticing a drop in speed at certain times then run the isolation test (computer direct to UNI-D port on NTD) and keep a log, with time, date and speed. After you have a sufficient number of log entries please report this to our NBN support team so that it can be escalated for further investigation.
If this has been done and you have not recieved a faster service, your next step will be to lodge a complaint.https://crowdsupport.telstra.com.au/t5/General-Services-KB/Lodging-a-complaint-with-Telstra/ta-p/68188
A case manager will be assigned to you and work with you through to a resolution.