ClubTelco Questions & Answers

Not sure what your question is. 'Anyone from that'. By that, do you mean Kuraby, I don't know I live in NSW. And if you mean ClubTelco, I have ADSL 2, not sure if it is plus, but I have no trouble with it. I use it for TV, Computer, Ipad and Phone some on WIFI of-course.

I'm not from that area but there are some fundamentals about internet access that don't change significantly with location. To understand why, you need to look at the whole delivery mechanism and each of it's parts to see where it can bog down.

ADSL is delivered over phone lines connected back to a phone exchange (with or without intermediate technologies) - that part is a constant for all ADSL ISP's.

At the exchange it can get more interesting with either Telstra (the most common), Optus or other Telco/ISP having their equipment at your exchange - this is a variable that can affect performance.

From there it needs to be carried back to the ISP via what is called back-haul. This typically is a balancing act between cost and capacity - get it wrong and you make a loss or your customers suffer.

The last piece of the puzzle is the ISP's back end infra-structure and this tends to have a large impact on your internet connection performance.

Overlaying this is what's called contention ratios, an ISP can't fund capability to deliver full capacity for every customer at once - they'd go bust in their first year no matter how deep their pockets. So they employ a scaling factor to share the capacity across the potential full load. Another potential performance hit at peak times.

The details about ClubTelco I provide here are based on what I am aware of and are intended to be a reflection of my ICT industry and personal experience as a long-term internet user having utilised everything from dial-up to ISDN to ADSL to cable and proprietary fibre.

ClubTelco use Telstra/Optus exchange equipment so no issues there, however their back-end is managed by DoDo and shared with the rest of the Exetel clan. This is where their peak use bottleneck comes in. It's also my understanding that the Dodo camp have an unsatisfactory contention ratio which multiplies performance issues at peak times.

As an ex-ClubTelco customer, in the last year with them I can tell you that at times (most times actually) it had become unbearable and things would essentially grind to a halt.

So based on that, unless CT and Dodo, etc. have made significant changes to their internet delivery service since mid-2015 when we parted company I'd definitely say Caveat Emptor.

I have been with Club Telco before it was Club Telco. It was "Gotalk" when I signed up about 8 years ago. The price was right then. Not too many problems early on with my ADSL / home phone bundle. Club Telco absorbed Gotalk, then was bought by Dodo. What was fine at first is now very average 8 years later. If you have a problem, technical or billing, don't expect prompt service and don't expect to speak with anyone in Australia - customer service is all in the Phillipines, with consequent delays in responding, lack of understanding and very little capacity to deviate from formulaic responses.

However, my personal bugbears relate to billing; specifically the fees and charges for paying bills when you don't go with the direct debit. I pay a fee for not allowing direct debit. I am also charge an additional fee for paying by credit card, BPAY or at AusPost. I find it annoying that ISPs seek to profit from bill payment.

The other bugbear for me 8 years on with my plan is that the monthly download limit is still the 12GB that I started with. Things can get quite threatening if you miss a bill payment and there's no acknowledgement of 8yrs+ loyalty. I'm looking at iinet and TPG presently.

As far as data speeds go, my experience is that this varies considerably from day to day and time of day. I can only assume that this is about line traffic and the volume of users that this ISP accomodates. Also, if you exceed your data limit, the speeds dial way back to dialup speeds - virtually unusable.

In summary, and noting comments from OvenBurnt above, I agree "Let the buyer beware".

Put it this way, I'm regional also and the speed I was told was average for my area wasn't delivered...no where near it. All kinds of excuses are offered - all blaming equipment, the lines etc,etc...and good luck with trying to get anyone to answer your calls to them. Don't bother sending an email to customer service as they still won't resolve any problems...Same with technical support. Don't bother relying on their service to hire movies thru a device such as Apple TV as they will never download with the weak speed you get...and when you cancel your service with them don't be surprised if they keep billing you. I could go on and on about my experience with Club Telco but in a nutshell..I would stay well away from them.

i'M in regional Qld. Have had heaps of probs. and am about to switch. I definitely wouldn't sign with them

Clubtelcos standard answer is that they are at the bottom of the food chain from telstra. We were with dodo and it was a very stable connection. It depends where you live as to who can give you rhe best cinnection speed. We will only stay with clubtelco till we move to a home we are building cos clubtelco were the only ones to offer no contract at a reasonable price. But you get what you pay for

If you have no internet how are you posting here?

Changed company club telco was so bad that's why

Hi Dallas,

I’m sorry I don’t know how to answer the question as it seems to be more about the workings on this site.

If I can help you please send me an email to social@team.clubtelco.com and I will be more than happy to help.

I have been with clubtelco for years, have had other problems early, and ongoing for years, but suffice to say, I finally am getting a n average ADSL2 speed of 15.3 approx and 1.024 .Actual speeds of downloading and uploading aren't bad but I would prefer faster because I have Forex currency trading accounts and slower spee3ds can cost me a lot of mobney when buying or closing out a trade.I still think that the $50 membership fee should be halved, the ClubTelco customer and Technical services in no way can justify the, in my opinion, exhorbitant membership annual m/ship fee.It should always have only been a one off lifetime joining fee in the first place.I have read some of these reviews and cannot believe that there can be so contrasting experiences as clients claim to have had. My personal estimation of ClubTelco, is out of ten, 6. I would never award any company on the Internet above 7.5 I have tried many ISP's Forex brokers, as well as AmaZON, PAypal, Clickbank Clicksure etc. Most are bad in one section or more.On balance I like the operators, they are ClubTelco's biggest asset, they should be better trained and given good service reports bonuses as well as an increase in pay.Pay better, I'm sure the service, improving, and I might add better contracting arrangements with ClubTelco's wholesalers to speedily connect.You will then have a very good Isp. Sincerely, Mr Dallas Johnson.

Good Morning toptroop, I can assure that this is not the case. Are you having speed issue at all times of the day or is it only at night time? The best way to have this issue attended to is to contact our support team on 138352, alternatively please send an email to myself with account details and I will endeavour to help you. social@team.clubtelco.com

Could be water or rats in the pits or lines?

Hey mate, We only ever get that speed too, which was actually an increase over our old ISP (Adam Internet). I've never actually seen someone get 5 Mega bytes per second via adsl. I'd check to see if that number is Mega Bytes per second or Mega Bits per second. As a mega bit is roughly 0.3 of a mega byte.

You have to give them 30 days written notice as per clause 10 in residential customer agreement

Is that 30 days handwritten? or can i email them as i having trouble canceling. Just had a thought im about to try Whirlpool forums... Just remembered whirpool was set up for internet issues (lots of tech savvy nerds on it) and i think they even have company reps or spindoctors monitoring it

i rang them and gave it, now have a request being sent to them to prot all my service over to a different company.... now they want me to pay a bill when i wanting for the port to take place..... which i dont wanna do cos it will take ages to get the upfront money back from them.....

1 more bussiness day hopefully they will get the request

no i have had nothing but probelms now my internet has gone from 16meg to 1.4meg ,been with them for six months and i have only had one month were my internet speeds were stable at 16meg,i hate them

It will depend on your distance from nearest Telstra exchange

We have been with ClubTelco for 2 years (but not much longer), and I can say that our Internet connection rarely works in the evenings between 18.30 and 21.00. Their "technical" support has tried to help solve it a whole back in time, by asking us to resetting, changing settings et.c. It appeared slightly better a few days after that but still dropped out in your evenings. They have not responded to our latest email to support.

We would not have been able to do our work if we didn't have an alternative connection. We use my husband's mobile business connection to "patch" the hours where the connection is missing, but obviously that is not what it is meant for.

To your question: the connection is fast enough when it works - outside of "Internet peak hours" - so late night, early morning and until late afternoon it is usually fine and works fast enough - no problems. So if you can live with a connection that only works some of the time, and you are a shift worker or for other reasons don't need the connection in the evening - and don't need a reliable connection, then it may be OK.

Otherwise my answer is: never use ClubTelco or Dodo!

Well why not leave the modem on 24/7?

Modem's should generally be left on 24/7 anyway. I would never recommend powering down a modem at night.

They use very little power.

"Our vision is to offer our members the very best solutions at competitive prices with no hidden fees, no long term contracts..." Not worth chasing after any CEO, simply lodge a complaint with the TIO stating false advertising (no hidden fees, no long term contracts = yearly Club Membership fee) and harassment for money they no longer are entitled to received, let alone demand long after one has closed their account with them in the first place.

NO!!!!!!!! There is no CEO, there is no supervisor, there is no manager; they are a few that operate on behalf of a company in a poor place where it is cheaper to use them than to employ their own countrymen. Apparently that company is telstra! The TIO will probably drop your case as well due to non response on telco's behalf. Beware you don't get caught with a bad credit rating from them either... regardless of whether you use their service or not!!!!!!!

How do i cancel?? I hate them and the more iread the more i do

Hi there am just a new victim.. Signed up to them april 12 cancelled at april 22.. And they charged me 350$ for the days i was with them which most of the call is calling them to complain.. Am just worried with the credit rating that might affect me, did u do anything to fight this horrible company.. Am already having anxiety attacks bec of the freaking bills Clubtelco charging me.. Need help on this

Clubtelco are part of M2 Telecommunications as are IPrimus, Dodo, engine, commander, aanet, Eftel, Yes they do have an Australian CEO. Do a companies search

23 hours a day on unlimited as i found out. Even when i only use 35kb a day as its mainly for my security cameras on standby. Makes it pointless to have remote viewing and backup if the nets down for an hour a day and they steal the DVR unit while the nets down ;{

I've only had their mobile service on a $20.00 a month plan for both of our mobiloes, which gives us $350 per month calls for each one.For the price it is good and used it as far away as Cooktown. I like the idea of not being locked into a plan. Far better than the prepaid we had before. The 50.00 membership is for both mobiles

You should be good there in WA because Club Telco merged with EFtel over there and on the waiting blurb or on the website they claim they are one of the EFTEL group!!