Bad service received

I hope this message finds you well.

I am writing to formally lodge a complaint regarding the ongoing and unresolved issues I have experienced with my internet service, which I have been paying for under contract since March 2021.

Initially, I subscribed to a 4G internet service. However, the network performance was extremely poor, despite my reliance on it to work from home. In November 2021, one of your sales agents contacted me and recommended that I upgrade to a 5G line, assuring me on a recorded line that I would receive speeds of 60 Mbps upload and 60 Mbps download. Based on this promise, I proceeded with the upgrade.

It has now been over five years since I became your customer, yet the service I receive is still far from what was promised. I have been connected to a tower located near Nancefield Primary School, which has no clear line of sight to my premises. This has been discussed on multiple occasions with your technical team, but to date, no resolution has been provided.

Despite paying my premiums consistently and on time, I am receiving less than half the service I was assured. Your agent clearly stated that my line is currently being capped at 30 Mbps, which is significantly below the agreed speed. Furthermore, my actual internet performance at home is even more concerning — speed tests regularly show only 8 Mbps download and a mere 0.1 Mbps upload.

This consistent underperformance feels intentional and, in my view, warrants a full refund for the extended period in which I have not received the service as advertised. My husband, a qualified network engineer, has verified that the signal strength received (74 dBm) is not sufficient to provide anywhere near the expected speeds. As a result, I am currently receiving less than 20% of the service promised at the time of sale.

Additionally, the lack of proper customer service is alarming. Despite numerous callback requests during times of poor connectivity, I have not received any calls from consultants or team leaders. Your automated system repeatedly claims that my query is “flagged” and “in front of the queue,” yet I have seen no meaningful follow-up.

I am formally requesting the following:

A full investigation into this matter.

A refund for the period in which I have not received the agreed service levels.

Immediate contact with my husband to discuss the technical concerns — to date, no call has been made to him.

This situation is unacceptable, and I trust you will treat this matter with the urgency and seriousness it deserves. I look forward to your prompt response and resolution.

Kind regards, Lizal hudson