TL;DR Sorry this can't really be summed up, although the line marker half way through is the point where you can stop reading, it's mostly just ranting after that, just know that it's been 10 months and I've had no help yet.
The problem: The easiest way to explain the problem is by using the command prompt. If I ping Google.com I'll get a steady 24ms response time as long as NOBODY else is using the internet. The second somebody tries to load a webpage like Google or Facebook, the ping spikes to 200-900ms while it loads, and goes back down after it's done loading.
I understand this is normal when you have low bandwidth but we have nearly 4mbps download and 0.6mbps upload. More than enough to load a site. As I said before using the command prompt is just a way to visualize the problem. This doesn't become very apparent when just browsing but if someone tries to hold a connection with a video game, Skype call, or live stream, every time somebody tries to load a page (regardless of how much bandwidth is being used), they will immediately lose connection.
Something weird I've noticed is that if two people connect to the same video game, there aren't any issues. For example if two people play League of Legends, the connection is stable, but as soon as someone loads up Facebook Messenger on their phone while playing, the latency jumps to 500ms+. But if somebody tries to play something like World of Warcraft while another plays League of Legends, there is a constant ping spike of about 500ms, sometimes going as high as 2,000+. This is consistent with most games we've tried, I'm not sure about YouTube though.
This is becoming a serious issue for me and my brother because we both live far away from our universities and have to use Skype for our lectures 90% of the time, we both can't use Skype at the same time, which as you could imagine makes things extremely difficult. The lecturers are being patient with us while we try to fix this but Telstra seems to have given up even trying. I personally think the issue could be congestion on our property, but the one time the technician checked for it he said it was fine.
Here are some things we've tried so far:
*All the basic troubleshooting crap that Telstra makes me do every single god damn time I call.
*Replacing the modem.
*Line re-profiling.
*Using a different port at the exchange.
*Switching to ADSL1
*Multiple technicians have looked at our property and changed which line we run on.
*We successfully sped up our bandwidth from 1.5mbps to the current 4mbps by taking our home security alarm off the line.
*We're currently trying to get Telstra to switch us to a local ADSL RIM about 900m away from us instead of the exchange which is 4.2km away. But the guy that was supposed to do it last week never showed and Telstra are playing dumb saying it was never scheduled even though I have it recorded, and now they're saying they can't because the exchange is congested which is totally irrelevant.
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Here is a bit of background information+rant in the second half, probably just ignore it: We moved here back in February and were with Iprimus at the time, after 2 weeks of this issue Iprimus suggested we try Telstra because Telstra could give us ADSL2+ whereas Iprimus could only give us ADSL1.
After moving over to Telstra and having some weird issues for about a week (we were connected to Telstra but Telstra kept saying we were with Iprimus), we found that the problem hadn't changed. Over the following 10 months I've called an absolute minimum of 3 times a week being as patient as humanly possible, never yelling or losing my temper.
Every time they assure me they'll fix the problem until this past week where they have resorted to saying "We have no troubleshooting steps for this issue." I personally believe they are just trying to get out of fixing the issue because the NBN is going to be available "soon". It was supposed to be available back in June 2013, and since we moved here they've repeatedly said, "don't worry about it the NBN will be here within a month."
I've literally heard this every month until last month when they said it won't be here until January next year. Looking back on it, I was way too optimistic because it was clear they have just been leading me on with CLEARLY made up excuses. Also I don't know if anyone else has experienced this with Telstra but for the past few months whenever they've scheduled technicians to come here (which we've already had 12 times so far, each time helping a tiny bit but with other unrelated problems we don't care about, not the one we need fixed), they've cancelled the request within half an hour of hanging up, then playing dumb when it's past the commitment date and there's no sign of a technician ever being scheduled out.
This is what gets me the most, having to re-explain the issue to them every time I call, and them just playing dumb and making up terrible excuses as to why we can't schedule another technician out, such as road work interfering or their favorite excuse, "congestion at the exchange" which they can use every single time because I have no way to prove it and they don't have to give me an estimated time that they'll be able to fix it. I've literally been told to wait over a month before calling them again, and when I do they just tell me to wait another month. Of course I never wait that long because they're making it up but I just talk to another technician in the mean time.
Alright end of rant sorry about that fellas.
Any help is appreciate, I'm absolutely lost for ideas.
The problem: The easiest way to explain the problem is by using the command prompt. If I ping Google.com I'll get a steady 24ms response time as long as NOBODY else is using the internet. The second somebody tries to load a webpage like Google or Facebook, the ping spikes to 200-900ms while it loads, and goes back down after it's done loading.
I understand this is normal when you have low bandwidth but we have nearly 4mbps download and 0.6mbps upload. More than enough to load a site. As I said before using the command prompt is just a way to visualize the problem. This doesn't become very apparent when just browsing but if someone tries to hold a connection with a video game, Skype call, or live stream, every time somebody tries to load a page (regardless of how much bandwidth is being used), they will immediately lose connection.
Something weird I've noticed is that if two people connect to the same video game, there aren't any issues. For example if two people play League of Legends, the connection is stable, but as soon as someone loads up Facebook Messenger on their phone while playing, the latency jumps to 500ms+. But if somebody tries to play something like World of Warcraft while another plays League of Legends, there is a constant ping spike of about 500ms, sometimes going as high as 2,000+. This is consistent with most games we've tried, I'm not sure about YouTube though.
This is becoming a serious issue for me and my brother because we both live far away from our universities and have to use Skype for our lectures 90% of the time, we both can't use Skype at the same time, which as you could imagine makes things extremely difficult. The lecturers are being patient with us while we try to fix this but Telstra seems to have given up even trying. I personally think the issue could be congestion on our property, but the one time the technician checked for it he said it was fine.
Here are some things we've tried so far:
*All the basic troubleshooting crap that Telstra makes me do every single god damn time I call.
*Replacing the modem.
*Line re-profiling.
*Using a different port at the exchange.
*Switching to ADSL1
*Multiple technicians have looked at our property and changed which line we run on.
*We successfully sped up our bandwidth from 1.5mbps to the current 4mbps by taking our home security alarm off the line.
*We're currently trying to get Telstra to switch us to a local ADSL RIM about 900m away from us instead of the exchange which is 4.2km away. But the guy that was supposed to do it last week never showed and Telstra are playing dumb saying it was never scheduled even though I have it recorded, and now they're saying they can't because the exchange is congested which is totally irrelevant.
-----------------------------------------------
Here is a bit of background information+rant in the second half, probably just ignore it: We moved here back in February and were with Iprimus at the time, after 2 weeks of this issue Iprimus suggested we try Telstra because Telstra could give us ADSL2+ whereas Iprimus could only give us ADSL1.
After moving over to Telstra and having some weird issues for about a week (we were connected to Telstra but Telstra kept saying we were with Iprimus), we found that the problem hadn't changed. Over the following 10 months I've called an absolute minimum of 3 times a week being as patient as humanly possible, never yelling or losing my temper.
Every time they assure me they'll fix the problem until this past week where they have resorted to saying "We have no troubleshooting steps for this issue." I personally believe they are just trying to get out of fixing the issue because the NBN is going to be available "soon". It was supposed to be available back in June 2013, and since we moved here they've repeatedly said, "don't worry about it the NBN will be here within a month."
I've literally heard this every month until last month when they said it won't be here until January next year. Looking back on it, I was way too optimistic because it was clear they have just been leading me on with CLEARLY made up excuses. Also I don't know if anyone else has experienced this with Telstra but for the past few months whenever they've scheduled technicians to come here (which we've already had 12 times so far, each time helping a tiny bit but with other unrelated problems we don't care about, not the one we need fixed), they've cancelled the request within half an hour of hanging up, then playing dumb when it's past the commitment date and there's no sign of a technician ever being scheduled out.
This is what gets me the most, having to re-explain the issue to them every time I call, and them just playing dumb and making up terrible excuses as to why we can't schedule another technician out, such as road work interfering or their favorite excuse, "congestion at the exchange" which they can use every single time because I have no way to prove it and they don't have to give me an estimated time that they'll be able to fix it. I've literally been told to wait over a month before calling them again, and when I do they just tell me to wait another month. Of course I never wait that long because they're making it up but I just talk to another technician in the mean time.
Alright end of rant sorry about that fellas.
Any help is appreciate, I'm absolutely lost for ideas.