At around 4:00pm Tuesday 13th October Internode Support replied to the ticket I raised on Monday the 12th.
The response was as expected and has not differed from any previous tickets raised about the issue.
The response provided by Internode is as follows.
From: Internode [mailto:nobody@mail.internode.com.au] On Behalf Of
helpdesk@ticket.internode.com.au
Sent: Tuesday, October 13, 2009 4:06 PM
To: russell@actbroadband.net
Subject: [ticket.internode.com.au #2229656] Poor Internet PerformanceHi Russell,
Thank you for your support request with Internode.
We sent an e-mail to your Internode e-mail address on Friday August 8th,
advising you that your service is part of a congestion fault which has been
reported to and confirmed by our wholesale provider.We are actively seeking updates and pushing for a resolution, however at
this point, there are no updates.We also have sent an sms message to the mobile number listed on your account
to advise you of updates, have you received this? If not, can you please
confirm your mobile number?If you have any further questions regarding this matter, please reply to
this email or contact our Helpdesk by phone on 1300 788 233.Kind regards,
Carmen
Customer Support Officer___________________________________
Internode Technical Support Team
Phone: 1300 788 233 for all support
Fax: 08 8235 6911
Web: http://www.internode.on.net
I want to let Internode and others in Gungahlin know that I will not stop raising support tickets around this issue. Even though the response does take measures to remind me that updates will be provided each month it does not mean I will wait quietly.
I understand that this tactic can be frustrating for the Internode Service Desk but it is not as frustrating as the real issue of poor ADSL performance. I know I run the risk of becoming a serial pest but if everyone becomes apathetic about the issue, ISPs and Wholesale Providers will focus on another “squeaky wheel.”
I also want to highlight that Internode is still referring to the congestion issue as a “Fault.” I assume that the Wholesale Provider has used the term “fault” as part of its current report everything – do nothing strategy.
This goes against the General Manager of Telstra Country Wide, ACT – Chris Taylor who has publicly announced that “This is not a fault.” I have included the full quote below.
“The [congestion]issue will be around cost. This is not a fault. It is actually a case of, there are more users than the infrastructure or transmission will allow.”
Chris Taylor – ABC Radio 666 interview 30th September 2009.
There it is, from the horses mouth no less. Gungahlin is not worth spending the money on to provide adequate service.
As the ADSL infrastructure (CMUX) was installed less than 5 years ago, and in many cases only within the last 2 years it would appear that Gungahlin has NEVER been an area Telstra Country Wide has deemed worthy of investment.
Might I remind you Chris Taylor, you own and manage the infrastructure causing the congestion issue. Your assertion that the public Internet is to blame is just not correct. To quote your own words:
“That’s a standard thing with the public Internet.”
Chris Taylor – ABC Radio 666 interview 30th September 2009.
The reality is different to your statement in my particular case. If the congestion I experience is due to the public Internet everyone would be affected.
People in Hackett using the same ISP are routed to the same Point of Presence (POP) as I am and therefore access the public Internet from the same point as I do.
Why are they not affected?
They are not, the question was rhetorical. The issue is occurring between the residence and the POP. The only difference between Hackett and Palmerston when accessing the Internet is the Telstra managed “last mile” infrastructure.
I can prove the congestion occurs between my house and the Internode Point of Presence in the ACT. This is prior to being “on the Internet.” The congestion occurs on the infrastructure Telstra Country Wide owns and resells for a fee.
I can demonstrate over three months where this has occurred. I have published reports at http://www.actbroadband.net/the-reports/ that show the congestion exists before traffic arrives at Internode infrastructure which is prior to hitting the public Internet.
Users like myself pay for the privilege to use this infrastructure. Regardless of wholesale or direct sales the issue is still Telstra’s responsibility to address.
I urge you to find the money, you must have had a number of opportunities to request budget to address this issue in the last 9 months. Please do not let another opportunity go by without addressing our concerns.
Russell
I know and feel the frustration.
Residing in the Gungahlin area myself (Palmerston). I am also in danger in becoming a serial pest after logging this problem with my ISP 3 times in the passed month only to receive similar generic responses.
I sincerely doubt we are receiving anywhere near the quality of service experienced across the majority of suburban Australia and would like to thank you and your patient family very much in your efforts to prove this.
The fact is we are paying the same amount of money for the same product that others in this country are and are receiving a far inferior level of service. For me that will always be unacceptable no matter how any Telstra representative would like to try and spin it.
And as for resolving the problem, I sincerely hope Telstra are not considering that sitting back and waiting for the NBN to unfold is going to provide an avenue to a solution. This has already been going on for far too long without a resolution timeframe in sight.
Keep on fighting the good fight
Regards
Chris
I posted similar statistics on the Whirlpool thread the other night too – there’s a minimum ping of >150ms pretty much all day now.
Given that the connection is no faster than dial up, I fail to see how we can be charged so much.
Russell,
Have just found your site and have been experiencing this pain in Ngunnawal for the better part of a year. I am on an 8mbps/384kbps connection which is shaped to 3mbps by Telstra Wholesale.
I have collected a graph using smokeping that pings the other end of my connection and I have very detailed stats since around February.
http://files.l33t.net.au/adsl-ngunnawal.png
Its not only Gungahlin with the problem. We’re in Downer and connected to the Crace exchange in Mitchell. Out service with iiNet goes up n down like a yo-yo
We need something done about the grace exchange (Or BYPASS IT). What really annoys me, is I moved from Wagga Wagga to Canberra two years to Gungahlin.
At that time, this area was still very new, other areas in Caberra had ADSL2, but the main street of Gungahlin did-not have ADSL2, where I am now. Thus, I was stuck with ADSL1, which at the time did not matter to much. But the kicker is, the ADSL1 service through Grace – WAS WORSE then my Wagga Wagga service which was not that bad.
I will be changing my ISP very soon to upgrade to ADSL2 in Gungahlin, if I still cannot upgrade to ADSL2 by the end of the year. I will be making some noise about it.
Great site!!!! I wish I knew about this site earlier.
cheers
Denis
Hi, I just wanted to write a quick note here to say that I really enjoyed reading your website, I was searching msn Your site has a pretty neat layout.We are starting a horse farm, also getting our website up and going, so I really do not get the time to around much anymore, I am glad I ran across this site.. I wish you all the best and keep up the great info!! Thanks again!!
It is with broadband that I came to realize that there is no need for me to worry myself with mobile phone internet as with a wireless modem I can easily access some of my best sites through the laptop.
I’m in north watson on a copper line back to the crace exchange (no rim involved) and I get crappy pings as well so its not even just limited to rim network around gungahlin
You’ve got to be difficult as well as naive not to get the point of view in this one, this is genuinely a greatest post from your additional post, thanks for this one.
wow, I usually dont read these types of articles because I think the industry is wack now but im feeling this so im gonna link to this post on my site thanx!!:)
Hi there, just wandered by. I have a Reading 4g site. Truly more information that you can imagine on the web. Wasn’t exactly what I was looking for, but cool site. Have a nice day.
to the huge review, however The definitely supporting the modern Zune, as well as houp this, plus the fantastic evaluations some other folks have drafted, will allow you to determine whether it is the right choice for you.
For clarity and immediate relevance, you get an A+.
I have always been known to agree a lot with most subjects but I have to say with this one I have some alternate ideas. Keep it up though and stand your ground with your principles.