[plug] NBN failure mode?

[Dean Bergin]

Hello William,

As a network engineer, I deal with nbn issues on an almost daily basis so
it's no surprise and somewhat justified for an RSP
to ask for you to troubleshoot your end (albeit annoying), but seemingly
unfair to ask you to use some abitrary windows-based application.
Speedtest.net (web version) and/or iperf should suffice in this case.

At this point you though (and assuming you are a residential customer), you
have a few options available to you;

1. You could comply and try run their application using an evaluation copy
of windows. If ethernet is still a problem, then consider a USB-Ethernet
adaptor. All up it wouldn't cost you much except a certain time investment.
Heck you could probably do it in a VM on your Linux distro and avoid a
bare-metal windows install and trash the thing when you're done with it.

2. You could ignore the RSP's request and demand that the matter be
escalated, but the RSP may be within their rights to charge you, if the
cause or fault is not with nbn equipment or RSP's backhaul etc. For example
your equipment is faulty (could simply be a faulty lead) or perhaps
misconfigured.

3. You might choose to move to another RSP that offers better support and
potentially better service - The threat of a customer leaving can sometimes
also put pressure on an RSP to fix a fault even if it's not theirs but you
risk being without service should customer retention fail on their part...


Kind Regards,

*Dean Bergin*.


On Tue, 5 May 2020, 13:31 William Kenworthy, <billk at iinet.net.au> wrote:

> Has anyone seen a failure mode for NBN connections where on a 100/40
> account it is only getting ~23/33 (down/up) using speedtests?  I am
> hoping to locate to an NBN or ISP fault.
>
> The account is iinet and and trying to work through their overseas
> support drones is really frustrating ("plug your laptop directly in the
> NBN box" - I dont have a laptop with an ethernet connector", "download
> this windows only test software" - seriously, I don't have a windows
> machine ...)
>
> Bill K.
>
>
> _______________________________________________
> PLUG discussion list: plug at plug.org.au
> http://lists.plug.org.au/mailman/listinfo/plug
> Committee e-mail: committee at plug.org.au
> PLUG Membership: http://www.plug.org.au/membership
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.plug.org.au/pipermail/plug/attachments/20200505/af8cac00/attachment.html>