Here is my story…
I moved into my current location approximately 15months ago where I was signed up with Iprimus. I live approximately 2km from the exchange and was syncing (at best) 6Mbps. Which is pretty poor but I lived with it. Telstra has the only infrastructure available for internet so can't really get anything else. NBN isn't available in my area for at least a couple years…
Last October I managed to get a pretty good deal to switch over to Telstra directly - Phone, ADSL (500gb/mth) and free local calls for $79.95/mth (I also received $240 up front credit as a bonus which effectively made my plan $69.95/mth over 24months)… I also brought my wife's phone over to telstra (from Virgin as I was already with Telstra myself) on their BYO $50 plan and recieved a discount of $30/mth making it $20/mth on her plan and increased data limit to 9gb/mth. I was already on their $50/mth plan discounted down to $30/mth with increased data of 11gb/mth… Shared data totalling 21gb/mth (20gb for me, 1gb for the wife; but don't tell her that).. Sorry - I digress!
Since the day I signed up with Telstra I was syncing at only 3.5Mbps… I called and asked why and they sent their technicians out and did their usual tests and come back to me with a, 'It's congestion in your area'. I aksed how could it drop so significantly in one day due to this congestion when I haven't moved addresses? they didn't have an answer for me other than, "It's congestion"… So they offered another $240 credit as compsenation ($10/mth over 24mths)… Which I gratefully accepted.
Fast forward to Decemeber and I start syncing at 2Mbps and for a week I was syncing at 0.3Mbps until a technician restored it back to about 2Mbps… I called and asked what was going on? Again, their response was congestion! They couldn't offer anything better other than the option to change to a different provider. I asked how is that going to help if the only available infrastructure is Telstra? I will have the same problem? They agreed, so I managed to get them to discount our mobile bills even further to $10/mth each. Happy customer again…
3 weeks ago It dropped even futher to 0.6Mbps and stayed there 24/7. Again, I call Telstra to complain about the speed… CONGESTION!! There was nothing they could do. I had used up all possible compensation they would offer no fix of the issue in sight… So I asked about the new modem they had just released, the Gateway Frontier.
I asked if they could send out this modem which has the capability of connecting through the 4G network when ADSL is down. This way I could by-pass the congestion and connect via 4G only. They agreed and sent it to me for free. While I was talking with technical support on the phone I asked about possible having the sync speed of the 4G network uncapped (Telstra cap it's speed at 6Mbps) which she agreed would look into doing it for me and to call her back when my modem arrived… It arrived two days later! I set it up and sure enough, I was able to get 6Mbps with the 4G inbuilt sim. I am happy about that but unforunately I haven't been able to get a hold of the same technical support person to help me uncap the speed or at least increase the capped amount to possible 25mg… All of which was agreed to by the Telstra representative.
So the reason for my long story - Has anyone had any success uncapping this or know any further information? I recieved a phone call from a Gateway representative on Saturday and I explained to him my conundrum and he indicated it is possible but can only be done via Telstra's 'Back Office' which in his opinion, highly unlikely they will do.
Any feedback or thoughts on how this might be able to be done? Especially seeing as the Technical Support person said they would?
TIA.
Based on your wording, it didn't seem like the original rep said they agreed, they merely said they "would look into doing it". It could be possible that after discussing it with the relevant people, they found that it was against their company's policy to uncapping and so they did not log it into your file.
Do you perhaps have something in writing that they have agreed to uncapping it?
Also, I find it unlikely they will agree to doing it anyway considering the 4G is built in as a back up should the lines be unavailable, i don't think it was meant to be used as the only source to the internet.