Describing the telecommunications heavyweight's conduct as deceitful and dishonest, Canberra-based IT consultant Stephen Harden claimed he found himself stuck with sub-standard dial up connection speeds and no access to ADSL despite specifically asking for a single full copper pair connection.
"At no time during the provisioning of these lines was I told that these lines would be pair gain or that I would not be able to get ADSL because of this," Harden said. "I have spoken on several occasions to Telstra representatives regarding whether I can get ADSL in any way shape or form, only to be given the cold shoulder every time. The other 'alternative' that it was suggested I purchase was two way satellite - which is between two and three times the cost of ADSL."
Adelaide-based Internet consultant Ben Buob claims a Telstra operative told him the company had chosen to lay narrow cable or pair gain technology to his new housing development located just four kilometres from the local exchange, rather than full copper pairs because it was "cheaper".
"The complaints I made resulted in being told that Telstra don't care if data is slow or doesn't work (because) they only install lines to be used for voice," Buob said. "My only option if I want better Internet is to spend hundreds of dollars a month on their (Telstra's) satellite or move to a new house."
Similarly, Andy Hayes said he specifically requested an ADSL compatible line when he built his house, and only discovered he had been connected using pair gain technology when he attempted to get ADSL connected.
Subsequent attempts to contact Telstra resulted in a wide variety of explanations, including a suggestion he get a new phone line installed or opt for satellite connection.
"After a bit of research, I found that my fathers number and mine were on the same exchange and that his line was ADSL-compatible, again I contacted Telstra to find out why," Hayes said. "I was told that there was no copper cabling in that exchange and that nobody in that exchange could possibly have ADSL, even though the exchange is ADSL capable."
Hayes went on to say that he would not be as upset with Telstra if he had been charged a reduced rate for the pair gain connection.
And while customers such as Harding accept the recent Australian Competition and Consumer Commission ruling that Telstra had not infringed the Trade Practices Act by failing to disclose the full nature of the connection, he says the law regarding such an issue needs to be reviewed.
"This is a problem not so much with ACCC, but with the legislated requirements for telecommunications companies," Harding said. "The average Joe Public has no idea about the ramifications to them of pair gain - they just want a good phone line and in most houses these days decent Internet connection speeds. When a new house is being cabled I think it should be a requirement for the telecommunications carrier to understand the required usage of their systems in order to provide the best deal. When I am trying to deal with a customer I don't say "here's the solution I gave the last customer - it doesn't matter whether it suits you or not, just use it. I wouldn't be in business long if I did."
Having recently worked with Stephen and knowing that he probably knows more than most of the telstra technicians about this kind of technology I'm surprised they have tried to pull the wool over his eyes.
Wake up Telstra, you are currently scum, in the eyes of most technically minded people, myself included!