Left Future Broadband sub-par service

[Wamuran4512CH]

Hello All Hope your all doing well and staying safe,

Please note this is my own experience and i understand not everyone has the same experience has one on the internet but this is mine

This is not an attack on the company this is just my own personal experience and i'm sharing it

Today I jumped ship from Future Broadband to Leaptel because I was fed up with the issues I was having and it appears to have only been happening in NSW and no one could get higher then 85Mbps, the International routing was ok, just the speed was the issue.

1) Signed up on the 21st of September 2020 - and notice I was getting only 85Mbps down no matter where I was in Sydney NSW.
Got some help from people on discord who said I should be getting at least Typical Evening Speeds of 92Mbps+ so I got on to them via chat on the 24th of September 2020 per my own records emails + chat scripts
And started telling Future Broadband I was not getting the speeds expected for my connection even tho I was paying good money for it, for so called Business Grade connections who pride them selves on it

FBB-Speedz.png (3.91 KiB) Viewed 7471 times

FBB-GRADE-.png (23.55 KiB) Viewed 7472 times

2) I had to do lots of speed tests, varies locations, Local NSW, Domestic and International, at least 3 different days all morning and peak hours 7pm +

3) I also compared them with one person from SuperLoop in Brisbane as well as 2 people in Melbourne who are also with Future Broadband and it showed them being on AAPT network.
For me it was showing TPGI network. Not sure if I was out on TPG wholesale instead of AAPT Wholesale, none the less, those 2 people MCE and Platypus in Melbourne who are with FBB and Wamuran4512 in Brisbane were getting way better speeds all across the globe

4) Can check other sources on the internet for NSW customers with FBB complaining of not getting anything higher then 85Mbps with any type of NBN Connection whether it be FTTP/FTTC/HFC/FTTC/etc, so it leads to believe there's a bigger issue here at play

5) I had my account rebuilt by AAPT-IPLINE (TPG) that didn't do anything - timeline is interesting for this one
Report: 24th September 2020 speed issue not getting higher then 85Mbps
Report: 30th September 2020 Service is rebuild
Report: 1st October 2020 Speeds still remain 85Mbps and did nothing to change not one bit
Report: 6th October 2020 get told it could be a config issue between NBNCO and AAPT-IPLINE (TPG) and it's being looked at (ok sure) prior to this with Aussie Broadband i was gettin 96Mbps to 106Mbps
No change on my end so why wouldn't i get the same speeds from Future Broadband i wondered

aussie-broadband-speed-test-prior.png (21.34 KiB) Viewed 7477 times

Report: 8th October 2020 they did some adjustments which turned out 50/50 Local speeds were finally getting a little bit better 92Mbps+ some below a little but ok that was somewhat in the right direction
However during the 8th onwards my international speeds took a hit and went badly for tracing, this is where i asked help from the following members i mentioned in point 3) and i really thank them a lot test servers along side me at all times of the day and night for the next 3 days 9th 10th 11th and there was no fixing it
Since there was no update as i was told on the 8th id get a follow up i got tired of bad international speeds and local speeds being short and unstable while gaming online and streaming i cut my losses and jump to Leaptel who has been a big improvement over all

Few other things that annoyed me about Future Broadband more now but it didn't occur to me because i figured hey it's business grade connection when it works it works, when it doesn't you realise just how valuable having support staff hours being decently opened to the public
1) Limited support hours being Perth based

FBB-open-hours.png (6.56 KiB) Viewed 7477 times

One day during a Friday afternoon at 6:30pm east coast of Australia the webchat was offline
I understand wanting to get off early but least close when you say you're gonna close otherwise why bother.
2) No Weekend Support so if something happens to your connection well tough luck you have to deal with it an wait till monday depends what side of Australia you are
3) Not many staff.
4) Usage meter for me was broken, never updated correctly, was offline for September, jumped on chat during September 2020 to find out why and was told why, some script issue bug,
least the right thing to do would be to send out a mass email to customers letting them know the usage meter was broken and it wasn't working.
The usage mater is unreliable and update once per day.
5) Come October the bills were done manually and people were waiting for there bills to arrive source: whirlpool
Seriously it's 2020 not 1990 automation should be a thing for emails/tickets/bills/changing bills and ton of other things i noticed i find better since i've churned away
Future Broadband has been around according to "About US" since

FBB-About-us.png (21.47 KiB) Viewed 7477 times

Late 2017 so Future Broadband has had 3 years roughly getting close to that mark to make it more suitable for customers

This is my personal experience with Future Broadband nothing more nothing less just stating the facts

Just for more infomation everyone will find useful

Leaptel advertises 85Mbps typical evening speed i'm getting

leaptel-speedtest.png (20.71 KiB) Viewed 7454 times

Future Broadband Chile Speedtest below

chile-speed-test-FBB.png (20.03 KiB) Viewed 7454 times

Leaptel Chile Speedtest below

Leaptel-Chile-test.png (21.45 KiB) Viewed 7454 times

Future Broadband singapore speedtest below

FBB-Singapore-Speed-test.png (20.61 KiB) Viewed 7454 times

Leaptel Singapore speedtest below

leaptel-singapore-speedtest.png (20.78 KiB) Viewed 7454 times

I think the results speak for themselves

Thank you for reading

Regards,
Rain
P.S I know not everyone around Australia has issues with Future Broadband but my experience in NSW has been terrible

Regards,
Rain

[Wamuran4512CH]

Good to have a factual and objective review of your brief tenure with FBB - may you fare better with Leaptel, and obtain your $etup fee if not part thereof from FBB if they can somehow put themselves in your shoes.

[Rain]

Thank you very much

[d00dz]

Also note it's likely that this is affecting all New NSW NBN Technologies for NBN100, and only in NSW. lol

[boxheadmoose]

Good to hear you have finally made the move!

I too had this exact same issue. Had a support ticket opened for 5+ weeks and nothing really was done, so decided to ditch them didn't want to wait any longer.

Their whole website needs a revamp.

[Wamuran4512CH]

Had a support ticket opened for 5+ weeks and nothing really was done

That's no good. Was it on HFC as well and in NSW by any chance ??

[boxheadmoose]

Had a support ticket opened for 5+ weeks and nothing really was done

That's no good. Was it on HFC as well and in NSW by any chance ??

FTTC NSW Syd

[Wamuran4512CH]

I hope they compensated you for that 5 week thingy - I know I'd ask ( I only ever had to ask with Belong i.e. early stages of NBN FttN - teething problems with NBN really but they had to take the fall - $15 per day over 48 hours up to a max of a month's value per plan ). Subsequent RSPs since 2016 were largely because of CVC skimping - nowadays sort of fixed with ACCC's TES in advertising standards for Broadband. Most have held up properly although they try to blame NBN for their internal maintenance issues

https://www.accc.gov.au/consumers/inter ... y%20period)

https://www.accc.gov.au/consumers/inter ... mance-data