Spintel refuse to send technician to fix service

[Deactivated] on 07/09/2013 - 22:08

Hi, I'm using Spintel (On Telstra infra) for my ADSL2 and am having a problem with my service recently. For the past few weeks it has been awful. I'm usually happy enough with the 3-4mb line I get, even though I could reasonably expect more it does the job well enough - until now.

For the past three weeks I have had a terrible time. My web browsing and PSN downloads have dropped off the chart. I usually get good speeds with both but now I am finding web pages very slow to open (I've tried Open DNS and Google DNS) and I have had all my PSN connections gimped as well (example - 6000 minutes is the expected download time of a 1190mb update for Killzone on my Vita, Spelunky took 24 hours to download (215mb) on my PS3, same game took 20 hours to download (125mb) on my second Vita) Now what I find even stranger is that I am getting around 1000KB/S+ downloads on Steam and similar on torrents.

I have checked all ADSL settings, the PS3 is connected via Ethernet. I have just purchased a new Netcomm N600 modem/router today and still have the same issues across the board. Also this Telstra infrastructure is the only one in the area, I have no alternative.

I have called Spintel last week, the customer service rep asked me to perform tests and router reset etc, same results as before. Afterwards he told me I would get a call within 48 hours and a technician appointment would be made for me. Four days later I get a call from another customer service rep who tells me it is simply congestion and if I'm not willing to put up with it I should leave as they won't be sending out a technician to fix this. It's obviously not congestion, I have had congestion since day one but like I said previously, I have put up with it, this seems to be something different. Suggestions?

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Comments

  • c64 on 07/09/2013 - 22:33

    does it happened during certain hours of the day, eg, during the late afternoon and early evening? that would suggest congestion.

    does your downstream sync speed drop a significant amount?

    • [Deactivated] on 07/09/2013 - 22:41

      Its not congestion. The upload and download speeds are both around the 0.3mb mark at both peak and off peak times yet Steam is downloading merrily at around 1mb as are my torrents at any time of the day. (Both turned off during speed tests) and my ping is around 32ms constantly.

      Its like my connection to the PSN and 90% of the web has been nerfed.

      • c64 on 07/09/2013 - 23:38

        well if you are managing 1Mbit/s continuously on steam then your connection is ok isn't it?

        • [Deactivated] on 07/09/2013 - 23:42

          For Steam and torrents yes. Web pages and PSN are gimped totally. As is speed test.net

          Like I said, this isn't congestion, this is a problem on the ISP's side of things.

        • c64 on 07/09/2013 - 23:46

          i find it strange that they would shape web traffic but not p2p. i suspect you have some other issue.

          can you get a shell on the n600? you could do a speed test directly from your router using wget to fetch a file.

  • Austin 316 on 07/09/2013 - 22:51

    Spintel is the worst company ever and their reps are the most arrogant and rude reps I have ever faced. I have just finished my 2 year contract with them and I will never go back.

    • [Deactivated] on 07/09/2013 - 23:04

      Can't argue with that. I'm only on a 12 month but they are the only ISP that offer unlimited here.

      • c64 on 07/09/2013 - 23:39

        they would probably let you out of your contract if you wanted. unlimited is pointless if you can't achieve decent download speeds isn't it?

        • [Deactivated] on 07/09/2013 - 23:44

          They told me to leave rather than send out a tech. I have contacted TIO this evening, I guess we'll see what they do next.

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