“If I moved to Romania my internet would be faster,” an exasperated Dr Goulding told Comment News.
“It simply beggars belief. Australia’s internet efficiency is currently rated 60th in the world.”
Dr Goulding said her internet slowed right down in February before dropping out completely during March, only working occasionally at slow speeds ever since.
Despite repeated attempts to fix the problem by iinet and Telstra, Dr Goulding complained to the Telecommunications Industry Ombudsman and has had to resort to using an expensive Wi-Fi service in order to work from home.
“I am a senior research fellow and we have around 30 ‘global classrooms’ where lectures and conferences can be transmitted in real time to the most remote communities in Australia and to the university’s campuses on the other side of the world.
“But I live in an established suburb in one of Australia’s major cities and I can’t get a working phone line or ADSL internet connection.”
Dr Goulding said she does a lot of research and writing from home and has had to use a Wi-Fi modem, paying a monthly rate of $50 for seven gigabytes, compared to $90 for 1000GB from her internet service provider (ISP) when her internet line was working.
Technicians did a range of tests, checking lines numerous times during March. On one occasion a technician found a broken wire and fixed it, temporarily.
“It was clear and I had internet again. I spoke with an ISP support officer and she closed the complaint as fixed.
“The internet worked at a reasonable speed for just over an hour then slowed down and within 2-3 hours of the technician leaving it stopped altogether, yet again,” she said.
“I was so frustrated. I had no idea what to do.”
Dr Goulding said her ISP told her the Telstra line to her house was so badly degraded that it was causing high levels of transmission loss.
“I went to my local Telstra store to see if they could help but because of the fact that they are not my ISP they couldn’t assist me,” she said.
“I asked if they might replace the degraded line and was told that was unlikely.”
Dr Goulding believes every household in Seville Grove should have access to stable internet services, regardless of who the ISP is.
“Telstra should be made to take responsibility for the upkeep of lines that they own. Where lines can’t be fixed, they should be replaced.”
She has terminated her account with iinet because her service is so slow.
“They have tried to work with Telstra,” she said.
A Telstra representative said it was a complicated issue as it was not Dr Goulding’s ISP and iinet did not respond.