Fixed Wireless NBN Help (My Republic)

swilso on 18/12/2016 - 16:02

Hi.
As the title suggests I've had the fixed wireless gear installed on the 13th and our service with My Republic apparently activated that day. We have had an internet connection however I get around 1mbps downloads.
My NBN NTP box displays two amber lights for it's signal strength (apparently that's fine) the box then connects to the My Republic modem/router. I have 1 PC connected via Ethernet and a few wireless devices. I have ran speedtest results on all devices and it doesn't make an ounce of difference.

I have notified My Republic everyday of the issue since the 13th (it's probably me holding their customer service number up), despite my pleas for assistance everyday an assistance ticket was not raised until the 16th and apparently needs 24-48hours to try and figure it out, which is what they have been telling me everyday since the 13th ….. sounds all too familiar.

I have tried the other UNI-D ports, restarting everything, changed the Ethernet cables around and nothing has made any difference. I have raised an Enquiry Referral with the TIO on Friday who suggest if I want to cancel my service I should be able to without exit fees despite My Republic believing that I will owe them an exit fee from my 12mth contract even though I am paying for 50/20 service + home line both of which I do not have active. So still deciding what to do, I really just want what I'm paying for and have doubts now that if I have an issue in future it will take days/weeks to solve.

Hoping that someone may have more knowledge than I and My Republic's technical support to figure out what may be the issues ….

Internet

Comments

  • swilso on 18/12/2016 - 16:15

    Tried a different modem and didn't make a difference.

  • Diji1 on 18/12/2016 - 16:53
    -2

    Turnbullshit internet, hasn't Malcom done a wonderful job?

    • Clear on 18/12/2016 - 18:02
      +4

      My FTTP is doing great. Thanks for asking.

    • ESEMCE on 19/12/2016 - 08:32

      This bit at least is unchanged from Labor's offering (apart from some increase in Fixed Wireless coverage Area)

  • garetz on 18/12/2016 - 17:20

    Have you checked to see that nothing else is downloading or uploading in the background when you do your speedtest ?

    Check the sync speed on the modem, if thats 1mbit/sec then thats a big problem, especially if you are supposed to get 50/20.

    Try an isolation test, have your isp check on their end what speeds you are syncing at. All you have control of is whats on your end, if you have done everything you can on your end then its obviously an issues on their end or between the socket and your infrastructure to their infrastructure. You can get an electrician to check this for you.

    If you want to keep the service, then wait for the tio investigation to conclude and see what happens.

    Good luck if you decide to keep the service, cause you will need it.

    • swilso on 18/12/2016 - 17:44

      Yeh I have completed the test with other devices off. Unfortunately it is a pretty basic modem I don't see the option for sync speed in it's settings when logged in. I might check it with one of the old Telstra modems I have.
      Yes I am still tossing up to stay with them or just go back to Telstra but they haven't given the best customer service lately although I trust their technical help operators would be more competent than My Republics. Bad idea trying to save money by going with them ….

      • ESEMCE on 19/12/2016 - 08:33

        If it's anything like my old WIMAX setup, the modem is actually built into the antenna and you don't get access to see it's sync rate.

  • Clear on 18/12/2016 - 18:05

    Have you connected a computer to the UNI-D port directly and done a speedtest? That'll help determine if it's the connection or something else like the modem/router.

    • swilso on 18/12/2016 - 19:34

      Just did it directly into the UNI-D with my laptop and got 1.65Mbps … appears it would be syncing at that speed.

  • havebeerbelywillsumo on 18/12/2016 - 18:06

    "Check the sync speed on the modem" - good point, I had a sudden precipitous speed drop, thought I had a bad line (to house). My ISP couldn't help but did report their tests showed that my modem was reporting back that it was receiving full speed even if my PC was getting a trickle.

    Was completely flummoxed till I came across an article via Google talking of a corrupt "hosts" file in Windows. That turned out to be my problem.

    I later mentioned to ISP help desk that they could have mentioned this possibilty to me. I was told it was company policy to never suggest altering any Windows files as they couldn't prevent the possibility that the client would make a mistake doing a suggested change and thus damage/kill their PC's operating system.

    • swilso on 18/12/2016 - 19:33

      Thanks mate, although it does the same thing on other devices running different operating systems both WiFi and Ethernet … :-/

      • havebeerbelywillsumo on 18/12/2016 - 21:49

        NP.

        If it was me I'd still ask the helpdesk to tell you what speed they "see" you receiving, if you haven't specifically asked this already.

        If it's the sloooowww speed then (and I am no expert) the problem should be them but if it's full speed then maybe an ISP switch will not help. I stress this is just guesswork on my part.

        • ESEMCE on 19/12/2016 - 08:35
          +1

          Good point, but a different ISP might have better qualified and knowledgeable support.

  • Daphnegrrl on 19/12/2016 - 09:22

    Hi,
    I had the same issue with my parents connection when they opted to move to NBN through Telstra. After several hours on the phone, it turned out that it was an error made by the NBN rollout who had not set a high enough bandwidth for the area. We were then told that the issue had been raised and was going to be fixed on 5 December. They fixed it before the due date and now my parents NBN connection appears to be working properly. They are still experiencing the occaisonal hiccough, but nothing a modem reset can't fix.

    I think you need to complain to NBN for your area and get them to check the settings, and complain to the Ombudsman.

  • pjcook on 19/12/2016 - 09:37
    +1

    Sorry to be the bearer of bad news. I had Fixed Wireless NBN for 2 years, the first 18 months were brilliant. Then all of a sudden it dropped down to less than 1mbit and never recovered.

    I found that the sector I was on had been oversubscribed which is death to NBN Fixed wireless connections on that sector.

    The straw that broke the camels back seemed to be my neighbour he hooked up his service at about the time mine died, I found if he turned his off mine recovered somewhat to where is was useable, around 5 - 8 mbit and if I turned mine of his recovered.

    The really bad bews is you cannot get it fixed until NBN upgrade the backhaul or your specific sector, and they only do that as per their schedule.

    You may be able to get them to point to a different tower assuming one is nearby otherwise you are essentially screwed.

  • Savas on 07/01/2017 - 10:51

    Out of curiosity, did it get fixed?

    • swilso on 07/01/2017 - 13:02
      +1

      Nope. NBN technician came out replaced equipment and diagnosed cabling etc said it is all fine must be a provider fault. I since changed to Skymesh but now having a different issue. Getting 40+ Mbps in the early morning and by 7-8am I'm down to 3Mbps and stud that way all day until early morning. Difference is I feel like I'm getting somewhere with that fault and I can ring and speak to someone in minutes not hours.

      • pjcook on 08/01/2017 - 07:55
        +1

        Unfortunately you are still on an oversubscribed node. As evidenced by the drop in bandwidth as more users connect. Depending on where you are there may be other towers near by that you can have your antenna moved to.

        My old neighbour has done that and he is now getting good results.

        • swilso on 08/01/2017 - 08:30

          Do you think this is the case even though it is a consistent thing every day ? i.e. 40+Mbps until 7-8 then drops off for the rest of the day?
          I did receive an email the other day saying there is scheduled maintenance for the NBN tower on the 21st Jan, could this be to upgrade the node ? I have an opened NBN support ticket open at the moment, not sure what's going on yet.

        • pjcook on 09/01/2017 - 09:04
          +1

          @swilso: Absolutely consistent behaviour. When I had the issue you could set your clock by the drop in speed times. It is really weird I know but that is what happens.

          See how you go after the upgrade, might fix your issue.

  • Savas on 10/01/2018 - 16:39

    just wondering, did the speeds ever improve?

    • swilso on 10/01/2018 - 22:17
      +2

      I had to drag MyRepublic through the telecommunications ombudsman and cancel my credit card as they kept taking money out even though my plan was cancelled. But now an upgrade to our tower and with sky mesh now it is much better than what it was. Although on my 50mbps connection during public holidays or some weekends we drop to 12-20mbps due to congestion on the tower still. Any other time I get 40mbps+

      • Savas on 10/01/2018 - 22:23

        haha that's great, thanks for the information!

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