Slow line speed

Complaints about slow transmission speed commonly arise in relation to dial-up internet connections.

There are many causes of slow transmission speeds. A customer's computer set up (including the type of equipment they use), telephone line quality, distance from the exchange, environmental interference and service connections are all factors that can affect transmission speed. Certain technology used to connect a telephone line, such as pair gain systems (where a single line is split into two or more lines), can also restrict maximum transmission speed along a telephone line.

While a provider is generally entitled to determine what type of technology it will use to provide a standard telephone service to a customer, the TIO will consider investigating where a provider fails to notify customers of the implications of using certain connection methods, such as pair gains or ANT 1 technology, particularly in the case of a customer requesting a second line that is intended for data use.

ACIF's End-to-End Network Performance Code indicates that the minimum transmission speed required on a telephone line is 2400 bits (2.4 kilobits) per second. This speed allows for provision of voice-equivalent telephony and 'another form of communication that is equivalent to voice telephony (for example, communication by means of a teletypewriter)' as required by the Telecommunications Consumer Protection & Service Standards Act 1999 in its definition of a Standard Telephone Service [Section 6 1 (b) (ii)].

The Internet Assistance Program was set up as a joint venture between Telstra Corporation and the Federal Government to ensure a minimum transmission speed of at least 19.2 kilobits per second to all users of its fixed network. Subsequently, it was decided that a minimum speed of 19.2 kilobits per second would become a condition of Telstra’s licence agreement. While this condition is not binding on other network carriers (where Telstra does not provide the underlying infrastructure), the TIO views this as an industry benchmark and expects that regardless of which network a customer is connected to, the standard telephone line provided should be capable of a minimum transmission speed of 19.2 kilobits per second.

Upon receipt of a complaint about the transmission speed which a complainant is able to obtain on their internet connection, the TIO will first refer the complainant to a high level complaints area at their ISP in order to determine what may be the cause of slow speeds experienced.

If this process indicates that the transmission speed may be limited due to the telephone line itself, and the customer’s telephone service is provided on the Telstra network the TIO will also refer complainants to the Internet Assistance Program (IAP). If the telephone service is provided on a network other than Telstra’s network, the TIO will refer the complainant to their own telephone service provider for appropriate testing to be undertaken.

Where a complainant is still unable to achieve transmission speeds of at least 19.2 kilobits per second after referral to both their ISP and the Internet Assistance Program or their telephone service provider as the case may be, the TIO will ask the complainant to provide evidence of the transmission speed that they are able to achieve, and may investigate the complaint with a view to ensuring that the line meets minimum speed requirements/benchmarks.

Where a complainant’s telephone service can achieve transmission speeds of at least 19.2 kilobits per second, but the complainant is seeking faster internet access, the TIO will suggest that they explore alternative ways of connecting to the Internet (like broadband or satellite connections).

Next: Acceptable Usage Policies

Last updated: 30 September 2004