A WILLETTON woman says she is trapped with bad internet after her service provider said it was impossible to guarantee better service for her despite intervention from the ombudsman.
Tina Hunter has been an Optus customer for more than 10 years at her Tippett Court address, paying $82 a month for what she calls a “premium service” she is not getting.
She said her internet speeds were so slow a YouTube video could take all night to load.
“I have a nephew who lives in Riverton and I take my son there to download things in 10 minutes, rather than 12 hours,” Mrs Hunter said.
Mrs Hunter said she took issue with the lack of urgency for the owners of the line, Telstra, to upgrade the ports and exchange points.
“Telstra said they would only change the line if I come over to them, but no one is guaranteeing me better speeds,” she said.
“I’ve read that people who have switched services and the internet still doesn’t work; I’m afraid if I change my service no one will upgrade anything and I’ll go through the effort of changing with no improvement.”
Mrs Hunter said it was unacceptable for a suburb 20km from the CBD to struggle to get sufficient internet speeds.
“I don’t know why in Australia we can’t even get internet and I’m a lucky one in my street; my neighbours can’t get internet at all,” she said.
A spokesman from Optus said there were numerous factors that could affect broadband speeds.
“The type of modem being used; distance from the network exchange which affects how far data has to travel; and the number of people using the network in an area or household at the one time…Because of these factors, telecommunications providers don’t make speed guarantees,” he said.
The spokesman said Optus had engaged a wholesale provider to examine the line.
“Optus has engaged our wholesale provider in the area to examine the line to ensure everything is working correctly and hope that if any fault is discovered, our customer will enjoy an improved experience,” he said.
A spokesman from Telstra said he was unable to comment on other service providers and their customers.