I recently moved house and due to the move lost my account with BigPond, as they could not come through on their promise to transfer my net, relocate.
My family and I are most stressed and inconvenienced. The past seven weeks I have been lied to and taken for a ride by iPrimus and Dodo also stating yes they will provide ADSL2 and then 4 weeks after tell me they cannot after taking my money. I need to know ASAP urgently who can provide me with ADSL2 at my current address? It must be available as the previous occupants had the internet connected just in March 2012. Thanks, Emina from Caroline Springs.
19/06/2012
Hi Emina,
That sounds like a very frustrating experience for you, I'm sorry you've had to go through it! Hopefully Dodo and iPrimus have refunded you for all the fees you incurred in the process of setting up with them, as is standard practice. Sometimes it can seem malicious, but I think in your case it's more likely that it was simply either a human error or a complicated technical situation, and that's why you had a problem with those two providers (who are generally pretty good).
It's not a coincidence that you were treated the same by two companies, and it's standard policy that a company will take the set-up fees from you before performing the tests required to see if you can get your broadband connection (and such texts can be extensive). Nevertheless, I can understand completely why it would stress you out! The way to solve it is to know exactly what the problem is with your line, so that you can explain this when you call a provider to find out if they can give you a broadband connection. Then you won't be setting yourself up for any unnecessary disappointment.
I've got a bit of bad news: the reason you've had so much difficulty setting up an ADSL2+ connection is because you're on a bit of infrastructure called a sub-exchange. Here's a very, very simplified version of what this means: a sub-exchange (sometimes called a RIM, though that's something a little different) is basically a mini telephone exchange. Telstra Wholesale have built a sub-exchange that links up to the telephone exchange in Deer Park, rather than building a whole new telephone exchange in Caroline Springs (an expensive procedure). It means that you can get your phone and internet connected, but it does block the possibility of getting ADSL2+. Unless BigPond can do it for you, as they can in some places, you're going to be stuck with ADSL1.
Click here for the best ADSL1 plans.
This isn't such a bad thing. When you have an ADSL2+ connection you pay for how much data you want; with ADSL1, you pay for both how much data you want and how fast you want it to be. Speeds can only get up to 8Mbps, which isn't nearly as fast as ADSL2+ and its best, but is also much faster than ADSL2+ at its worst. Most customers find it more than adequate.
For the best ADSL1 plans, I'd recommend calling TPG on 1300 106 571. They do great off-net ADSL1 plans with speeds up to 8Mbps. You could also give Dodo another chance, as they typically do great value ADSL1 plans. Call them on 1300 136 793.
You could also try and see whether or not you can get Optus cable in your area. Cable is a much faster broadband connection and would be a huge improvement on ADSL1 and ADSL2+. Call Optus on 1300 137 897.
I hope this helps, Emina – good luck with everything! If you have any further questions feel free to call on 1300 106 571.
Mikaella.
