Leading Internet Service Providers are Not Always the Answer for Better Internet Connection

October 31, 2017
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“Worst experience ever.”

Sometimes, we have this mentality that leading internet service providers have things figured out, meaning these companies already know how to deliver the best services since they are the “leading” ones in the country. But, with this submitted story, it goes to show that not all “leading” are the best.

Take this story of Mitchell from Brisbane. The family currently has 15 mobile phones with accounts under Optus. Their household is the ONLY one connected to Optus, while households in the area are connected with Telstra, iPrimus, Dodo & TPG. Despite being the only household connected to the service, their household was the ONLY one having wifi dramas.

It all started when they chose Optus and its wifi entertainment package with unlimited data, Fetch subscription, and free unlimited home phone calls.

After being connected, their speed suddenly dropped. Truth be told, their experience can be easily compared to riding a bus currently in heavy traffic and your destination is miles away. Their internet speed even reached to the point wherein there are days as if they didn’t have internet connection installed in the first place. And a proof of this is even a speed test can’t even load, but when it does, the speed that they only receive is between 0.11mbps and 0.54mbps.

Since named as an entertainment pack, why not use YouTube? They can’t even load the website whenever there is more than one device connected. The family even needs to stay up late to just watch a simple video.

Mitchell and the family even resorted to tether their mobile phones for them to have a DECENT internet connection, which lead to excess charges to their billing statements. Is this what top-notch speed and leading services really do?

Not only that, the family even used different cables to just get the connection they are paying for. Sad to say, everything went down the drain. Nothing happened and even the Optus’ technical support can’t even help solve their problems.

“It takes forever to speak to someone in the tech department. Then all they want to do is have you turn the modem off, get a pin and reset, fiddle with some settings and the result is always the same. No improvement,” Mitchell stated.

Mitchell also added that their landline has no dial tone. They already changed the battery pack dozen times, and even changed phones. Mitchell escalated the problem to Optus and, of course, they would respond with something unhelpful, which was that there are many people who are using the internet in the area.

Then came a time when Mitchell thought of changing their plan into a cable service. Optus said that Mitchell can only get ADSL in their area.

The family then asked if they could get a data only sim and disconnect the other. But, Optus has other plans on how to handle the situation.

“I then asked them about a data only sim for a dongle, like we used to have. They told me that it will cost me $70 per month for 100GB of data for 1 year. My speed is “guranteed” to be between 5.4mbps and 6.5mbps. I then asked them if they will cancel the the existing Wifi service, as it doesn’t work as advertised, and allow me to only pay for the new data service,” Mitchell stated.

“She told me that I would have to pay for both services. I told her that’s not fair.

“I have since gone on FaceBook to speak with Optus about all my issues and they only sent message asking my to ring them or go on live chat. My last 2 messages were, ‘Why is Optus avoiding my questions about wifi in my area?’, and, ‘I’m going to the Ombudsman.’”

This is just one of the stories that the I Want Fast Internet Community is receiving. Everyone has their right to express their voices and this website is the perfect platform to shout out your frustrations. We have the same goal in mind, thus let’s work together in order to make the government and other organisations realise what Australians have been experiencing every day with incompetent services and super slow and dropping internet connections.

For those who are curious about Micthell’s whole experience, here’s the submitted story:

“We currently have Optus Wifi at home. We signed up for the entertainment package, unlimited data, with Fetch and free unlimited home phone calls.

We never did figure out how to use the fetch, but we used netflix instead.

Since then, the speed has gotten slower and slower. Some days it doesn’t work and I tether my mobile phone, leading to some excess data charges.

It takes forever to speak to someone in the tech department. Then all they want to do is have you turn the modem off, get a pin and reset, fiddle with some settings and the result is always the same. No improvement. 

Even plugging a cable in offers no improvement. I bought several cables, different brands, different lengths, cat5 and cat6. No difference.

If my wife wants to watch youtube, she does so at 1am. there is less stoppages. Having said that, we can only have 1 device hooked up at a time.

I gave up on youtube and Netflix months ago. I just use the internet for email now and that can be a challenge.

I bought several new computers, have had 2 brand new Samsung Galaxy S5’s connected, and older phones and an iPad, there is no difference in the speed whatsoever. Most days a basic speed test will not work. When it does, the download speed varies between 0.11mbps and 0.54mbps.

I have an xbox one, but I play all my games offline, I can’t download content, I’d be sitting there for months trying to download an update. I have learned to be careful when choosing a game. Some games require a full time internet connection. Not an option. More than once I’ve had to return a game to the store because of it’s online only features.

My landline stopped working months ago. Despite changing batteries and buying new phones, there is no dial tine. Optus has told me this is because there are too may people in my area using the internet.

My 2nd last contact with Optus, I asked them if they can connect me with a cable service, thinking it must be a lot faster. I was told and I’ve confirmed that I can only get ADSL in my area.

I then asked them about a data only sim for a dongle, like we used to have. They told me that it will cost me $70 per month for 100GB of data for 1 year. My speed is “guranteed” to be between 5.4mbps and 6.5mbps. I then asked them if they will cancel the the existing Wifi service, as it doesn’t work as advertised, and allow me to only pay for the new data service.

She told me that I would have to pay for both services. I told her that’s not fair.

I then asked Telstra what their ADSL guarantee is. In my area I can expect speeds between 5.9mbps and 6.9mbps. I asked, “Is that guarented?” The answer was, “Yes. Telstra is known for having a better service.” 

Then I told them I would need to get out of my Optus contract before I could enter into a Contract with Telstra. I asked if they could give me some advice on the best way to go about it. The answer was, “If your ready to purchase click this link.”

I then went back to Optus chat and pretended to be a potential customer enquiring about the average speeds I could expect in my area. They dodged the question. The only service they would offer me was a 100GB per month Data service for $70 per month.

I repeatedly asked about home Wifi and was repeatedly told about the Data plan. I asked them why they wouldn’t answer my questions about wifi and they left the chat.

I tried to save the chat, but the window froze and wouldn’t le me do anything. By the time I got my phone out to take a photo, the page had reloaded.

I should mention that I was doing all my enquiries on the internet with my phone hot spot data.

I have since gone on FaceBook to speak with Optus about all my issues and they only sent message asking my to ring them or go on live chat. My last 2 messages were, “Why is Optus avoiding my questions about wifi in my area?”, and, “I’m going to the Ombudsman.”

I have speedtests this morning using my phone data, it flctuates between 1.03mbps and 8.9mbps. It’s a far cry from between 0.11mbps and 0.54mbps.

In the family we have 15 mobile phone accounts with Optus. Our household is the only one connected with Optus. The other households are connected with Telstra, iPrimus, Dodo & TPG. We live at 4 different locations, between Brisbane and Bathurst. My household is the only one having wifi dramas.

Worst experience ever.”

I Want Fast Internet is a community run by Australians who advocate the right of every Australians to have a fast, dependable internet with quality customer service. If you have an interesting story to tell as an ISP Subscriber, you may share it with our Submit Story Page.