Thank you Telstra

I am planning to help a group called netsquared.org with some ‘remote conference’ activity in the last two days of this month.

For years I have paid top dollar for Telstra BigPond Cable ‘Unlimited’ broadband internet access. I put up with pathetic service levels and shit service because the shared cable infrastructure is very lightly used where I live and download speed is generally very good.

  • I endured the early days of flaky connectivity.
  • I even endured the change from true ‘unlimited’ to unshaped limits.
  • I put up with the most pathetic series of service calls which only ended when the technician replaced the physical connector outside my house because he had nothing else to do while he waited for me.
  • I endured the change to ’10GB’ shaped

But this month Telstra dished out the most pathetic treatment to a long standing customer I have seen. Despite calls to the ‘tech support’ line as soon as it looked like I might go close to my 10GB per month limit, taking every reasonable action not to ‘waste bandwidth’ and begging for an extension (I even offered to PAY) for the last two days of this month, I got this email:

Update: Over the weekend my account was ‘shaped’.  The ’64k’ service delivered less than 8k per second downloads from any site I could find, was worse than dialup (even mstsc was unusable).  So I rang accounts and begged for my once in a lifetime un-shaping which kicked in instantly.  They advised there will be a new ‘cable extreme’ plan up to 60GB/Month but you have to order more than 5 days before the end of a month for the next month.

Dear BigPond Member,

This is a courtesy notice to let you know that your BigPond Broadband service has been slowed to 64kbps.

You are currently on the BigPond Broadband Unlimited* Downloads and Uploads plan, which includes shaping once 10GB of usage has been reached.

Of course, you can’t incur excess usage charges on your BigPond Broadband Unlimited* plan – but speeds will remain slowed to 64kbps until the end of the month.

If you would like more information about the BigPond Broadband Unlimited* Downloads and Uploads plan and shaping, please view our frequently asked questions at http://www.bigpond.com/help/Assistance/default.asp and search for the word ‘shaping’.

You can monitor your daily and monthly usage with the BigPond Broadband Usage Meter. To view your BigPond Usage Meter, click on https://www.bigpond.com/mybigpond/ and visit the My Usage section of My Bigpond.

BigPond Broadband also recommends the BigPond Toolbar to assist you to keep track of your usage. Visit https://www.bigpond.com/help/Settings/ManagemyUsage/default.asp to download the BigPond Toolbar.

Yours Sincerely

The BigPond Team

*Speeds may be slowed to 64kbps after 10GB. Service may not be used for unauthorised purposes as set out in the AUP.

(TM) Trade Mark of Telstra Corporation Limited ABN 33 051 775 556

If you are a Telstra broadband customer – it’s time you weren’t.  Think seriously about your options.  Find a better broadband provider.

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About mseyfang

Interruptus Digitalis
This entry was posted in Munge. Bookmark the permalink.

17 Responses to Thank you Telstra

  1. Unknown says:

    Funny, I am in a similar position.Having spent most of April and May at home, the usage (on Unlimited) went over 10Gb.Decided to spend an extra AU$30 per month to go to 20Gb/month (with an massive charge for over this amount!)OK, Telstra’s billing System(s) cannot pro-rata and implement this on the 24th of the month (have to suck custard through a straw until 1st June) — but offer some different shaped plans!Yes, we are seriously considering our options – but it seems (via whirlpool.com.au) that we actually have a pricing model that is competitive.Just think about the old days, Uncle Mike. Single dialup!Imagine where we’ll be in 10 years… everything will be IP to the house….Nick

  2. evencastles says:

    I am interested in things about telecom operators like Telstra.

  3. Shaylene says:

    I can relate to that, sounds familiar!!!

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