25 down on nbn100 plan, dodo says it's NBNs fault, are they lying?

LDvApps on 24/04/2019 - 17:23

Hey,
I have a 100/40 plan with dodo, but I've been getting congestion on my line in peak times (6-11pm) where my speeds drop to 25 and my ping is 200+ms. I'm on fttc and get 90mbps normally when there is no congestion and my speeds were perfect for the first few months I got NBN (no congestion at any time). I contacted Dodo a month ago and they said that it was a congestion in the line and they would investigate with NBN and provide me with an update in a month (today). Today I called them and asked for an update, and all they said was wait another month and they will give me $10 off my bill. As far as I know, it's actually up to the ISP (Dodo) to buy enough bandwidth to make sure there isn't congestion on the line, is this correct? I also asked Dodo whether the congestion would remain if I changed to another ISP and their response was basically it depends. I called NBN, but they had no clue (sidenote: their customer service is actually useless, they had no clue what I was talking about and all they could let me know was whatever is already on their website).

TLDR: getting slow speeds in peak times with Dodo, they say it's an issue with the line and told me to just wait another month, when I have already waited one month, but afaik ISPs have to buy enough bandwidth, am I correct and are they lying?

Thanks

Internet

Related Stores

Dodo
Dodo

Comments

  • dcep on 24/04/2019 - 17:34
    +1

    Yes. TIO them get full refund.

    • DvApps on 24/04/2019 - 17:41

      I've already had to make a tio complaint against them when I signed up because the sales rep offered me the plan for $95/month, I signed up and a few days later they called me and said it was impossible for them to offer that to me and that they had the wrong info and could only do $120/month. That price is probably the only reason I'm still with them 😂. It's month to mouth and I also get fetch tv mighty.

      • mbck on 24/04/2019 - 17:56

        They prolly want to kick you. So they've throttled your speed, hoping you move

        • DvApps on 24/04/2019 - 18:47

          Yea, that's what I think as well because everytime I call them they say you can leave anytime because we're not able to provide you the full service.

      • Diji1 on 24/04/2019 - 19:56
        +1

        I've already had to make a tio complaint against them when I signed up because the sales rep offered me the plan for $95/month, I signed up and a few days later they called me and said it was impossible for them to offer that to me and that they had the wrong info and could only do $120/month.

        The (profanity) at Telstra did the same thing to me.

        The private sector is simply overpriced ripoff where the players get their own "consumer protection" (hohoho) laws so they can commit outright fraud like this.

  • Heaps for Cheaps on 24/04/2019 - 17:34

    "they say it's an issue with the line and told me to just wait another month"
    Wait for what? Maybe ask them what you are waiting for? Are they planning on investigating the cause of the issue or just hoping it will fix itself?

    "but afaik ISPs have to buy enough bandwidth"
    Yes, that is true…

    Tell them that while they are investigating the complaint you will make a complaint with the TIO, but actually make the complaint or else it may never get solved.

    • DvApps on 24/04/2019 - 17:46

      They said they're investigating.

      Yep, looks like I'll have to make a tio complaint.

  • ShortyX on 24/04/2019 - 18:13

    Are you on a contract? I suggest switching providers as soon as you can.

    • DvApps on 24/04/2019 - 18:30

      I'm not in a contract.

  • scrimshaw on 24/04/2019 - 18:37

    Dodo aren't even selling NBN 100 plans anymore, I'm guessing the ACCC made them take the plan down because they can't realistically provide 100 megabit connections reliably enough to justify even selling the plan to customers (making them pay for something that is not attainable).

    https://www.dodo.com/nbn

    In fact, their highest tier plan is NBN50 and fine print reads: sampled 39.4Mbps average sampled evening speed. That already gives you an idea that people on NBN100 tiers are going to experience evening speeds far less than what they're paying for..

    I would call Dodo and give them your ultimatum as a customer, say you're not getting what you paid for and you want a partial refund for all those months you got for slow internet, or alternative just say you've had enough and want to disconnect. But you might not get your refund that way.

    • DvApps on 24/04/2019 - 18:50

      They don't show it on the website, but if you call they still offer it and also on some other comparison websites it shows up.

      Their typical speed for nbn100 was 83 last I checked.

      Yep, I'm going to wait this month because I'm getting a pretty good deal, if it isn't resolved I'll be moving

      • xuqi on 24/04/2019 - 18:59

        It won't be resolved. Dodo are DAF and will do everything in their power to make you leave.

        • scrimshaw on 24/04/2019 - 19:13

          or more like Dodo will do nothing to fix the speed and continue to withdraw money fromm DvApp's bank account…

      • Trung on 24/04/2019 - 19:25

        There is an nbn100 option once I've entered my address and click [Build your plan]

        $70/m for unlimited nbn50 and +$25/m for nbn100

        "Our fastest plan ever.

        78.9Mbps average sampled evening speed*"

      • Diji1 on 24/04/2019 - 20:01
        +1

        Their typical speed for nbn100

        Typical speeds?

        Jesus Christ the private telco sector is shit. The entire sector is based on not offering customers the speed that they claim to offer while the ACCC pretends neoliberal economic theory works.

  • Axelstrife on 24/04/2019 - 18:47

    "and all they said was wait another month and they will give me $10 off my bill"

    That's a bloody joke, don't ask when it will be fixed ask them to cancel your NBN service and go elseware.

  • KitchenSink on 24/04/2019 - 19:06

    Just throwing another thought from my experience: change the router, don't use ISP provided Routers.

    Had a friend who is with Optus and had similar issues, paying 100/40 fttp connection and starts off with ~95Mbps Down/~35Mbps Up

    A few days later it will fluctuate to less than ~30Mbps down/20 Mbps Up - worse at peak hour. Did further research on the provided router which was one of the Optus provided ones: Sagemcom. Basically pathetic routers.

    Convinced him to buy a new router and other gear (ubiquti) and reconfigure the network. Hasn't had complaints since. He managed to get Optus to pay for all the gear after having complaints to the TIO for a few months.

    At my house - we use an ASUS router and are with iiNet - never had issues with over ~45Mbp Down/ 18Mbps Up on a 50/20 plan.

    • DvApps on 24/04/2019 - 19:50
      +1

      They've confirmed it's congestion on the line itself

      • RiseAndRuin on 24/04/2019 - 23:10

        after being 4 years with Dodo on adsl 1 (6mbit/s max), I wouldn't believe anything they say. when I finally managed to get NBN I went with ABB, at a lower price than Dodo offered me, and never looked back.
        as for the hardware, I have HFC, so I was able to keep using my 5 year old Netcomm NB604N, speeds are about 49/19 wired, and 10% lower on wireless

  • holdenmg on 24/04/2019 - 19:32

    Dead… as a Dodo.

Login or Join to leave a comment
Login Join