Kirsty (aphrael) wrote in bad_service,
Kirsty
aphrael
bad_service

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Bad ISP service?

I have broadband ADSL with Telstra Bigpond. First mistake, I guess :P However, I've had it since March, because they had a deal where if I had my mobile, internet and landline with them I would get half price broadband for a year. Apart from some major dramas getting all THAT set up to begin with (they had me down as 2 separate people on their system, one with my middle name, and one without), there hasn't been much of a problem.
I would like to state at this point that I worked for Telstra Bigpond for 11 months, and so am familiar with the ins and outs of their systems, and the kind of things they're told to tell customers.
I recently got an email from them telling me I could upgrade my service from 512 to 1500 at no extra cost. Suspicious, I called them to confirm that a) this would not extend my contract, b) would not change my download limit and c) wouldn't affect my half price deal, which is obviously still continuing and will be until March 2007. The consultant I got, Nicole, told me nothing would change before I could ask any questions. I proceeded to ask my questions anyway, and she got snippy and said I told you nothing would change. So I hung up and entered the plan change over the internet, choosing midnight that night as the time for the new plan to kick in. I might add that it didn't kick in until 2 days later, but still not the bad service.

Fast forward until a couple of days ago. My fiance's friend starts talking about how he's got a faster service with Telstra now - and also 2gb of extra usage per month! I hop online and check it out, and indeed, I have 12gb of usage per month instead of 10gb. I was a little miffed as to why dear Nicole did not tell me, as it would have pleased me, but whatever, it's not a bad thing. I would like to point out now that since March, I have only gone over my 10gb limit once - they don't charge you any extra, just slow your service down to unbearable speeds. So since my usage resets on the 10th, and today is the 4th, and I've done almost 0 downloading so far (maybe 2gb, if that), I start up some downloads I've been wanting for a while. Now, Telstra counts uploads as well as downloads, which pisses me off, but I'm dealing with it. So I start my downloads at midday. Come 11pm tonight, I decide to check my usage meter, to see that I haven't gone too crazy. It says 6.8gb. All good. About 15 minutes later, my computer dings happily to tell me I have email. It's from Telstra, telling me I've reached 9gb. What? So I go back to the website, and sure enough, it still says 6.8gb. And of course, it's too late to call them and see wtf is going on, so I send them an email. I doubt I will get a reply. Their usage meter continually fucked up when I worked there, but there are no warnings on the website that they've been having trouble or anything, and it's meant to update every 2 hours. So I've stopped the downloads, but if I get capped because of this all hell will break loose.
I was wondering if somehow my downloads would "magically" increase now my usage limit has. It's happened before.
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