Where can I get in touch with someone at Telstra who will give me answers to what I actually ask?

Question

I'll do my best to keep my well trodden story short, but I need ADSL at my premises, I have been trying for well over 10 years for this to happen, as well as my neighbours have been trying as well. As you can imagine I am at my wits end, every single person I ever get in contact with from telstra all tell me the same answers, but they aren't to the questions I am asking. Simply put, over the years i have been told:a) I live to far away from the exchangeb) there is too much interference in the linec) you are on a pair gain and can't be taken off it (I no longer get this reason, Telstra insists that I am not on pair gain but I really really think we still might be, as this property was only ever meant to have one phone line, however now there are two houses on it, plus a 3rd line was put in for a granny flat when my grandmother lived there (she has long since passed)  Why i don't accept these answers is that on the road i live, companies and private homes can get quite a good adsl+2 connection. At one time they could not. But an upgrade to their line occurred many years ago, and then they could get ADSL then ADSL+2. Meanwhile my side of the road haven't seen any such upgrades. All the houses on this side of the road have home phone line problems. My grandmother had the hotline number for emergency/disability/priority service on speed dial she used it so often. I ended up just cancelling my landline altogether because i was tired of paying for a sub par service that always had faults and popped and crackled and hissed and completely died any time there was rain. My parents who live next door to me still have their landline, but as they are getting more and more used to mobile phones are realising without a fixed line broadband service, the fixed line phone is getting less use and just a burden to have, with all the same problems I used to have. In fact, they can't even get the caller ID function to work on their phone due to the "interference", which is line neglect and degredation, and in need of replacement just like the other side of the road, but we keep getting the excuse "we live too far away from the exchange". It's a lie. A blatant lie and I don't accept it. I accept that we are on the edge of where adsl can extend to, and that we might not get blisteringly fast speeds on it, but when someone, one of my friends, who lives almost directly accross the road from me can play his online games, and watch netflix at the same time, being told I live too far away is just not acceptable.  Here is an image from ADSL2Exchange of my location to the exchange. Yes, I know that my line doesn't go as the crow flies, but...  in the picture below, the red dots from top to bottom represent my parents house, then my house, then my neighbours house, then another neighbour who all get told the same lies, and who all put up with the same troubles. The blue dots are the places where ADSL is available, from top to bottom are a private home where my friend lives, a way back from the road where the cable lies mind you, who has adsl. Under that is another private residence with broadband. the next one is a industrial shed and office, where another friend of mine was managing a contracting business and they set up temporary shop there, was told they could get broadband, but they were only there for 4 months so it wasn't worth it. The big yellow dot represents a whole host of industrial sites, grain storage, recycling, and much more of it is getting developed into an even bigger industrial area. A lot of it would be further from the exchange than I am, yet these giant companies wouldnt be operating there without fixed line broadband.  My last dealings was with Telstra Country wide, who I sent through these photos, explained everything we had been through, and what we wanted, which was answers to why we can't get it, because its NOT distance, as people just as far as us and some even further can get it, so saying that is a lie, and NOT interference, because the interference is how badly the line is degraded, if that is the reason, then it should be fixed right? And above all else, the main question we want answered is, what would be the cost to me personally, or a joint cost between me and the neighbours, of getting it, either by patching in to the good almost new line accross the road, or whatever else that may need doing? We want to know, I don't care if its well out of my price range, but we want to know what the cost would be, and how we could go about getting it done. Also we really desperately need a line technician out here to double and triple check that there is no pair gain system in place. We don't want someone just checking data on a computer, we need someone to see the mess that was made when these extra lines were put in at this property.  But what answers did we get? It is unavailable to you.  That is all we got. No questions answered, no people sent out. We may have well been talking to a sales rep. Its just the same thing over and over, almost politician speak. We are getting answers, but not to the questions we are asking. There are 4 houses here in desperate need of them. All of us are small business owners who are tired of resorting to paying the extortionate prices for wireless broadband, where even if it wasn't already so much more expensive than fixed line, the data cost can send a business broke, but the 4G reception is sketchy at best. 3G is not too bad, but anything involving sending high data traffic, is pathetic. I know we are only 4 residences, and the cost of repairing the line to usuable might outweigh what you reap back any time soon, but lets face it, the NBN isnt coming here any time soon. If ever. We are always overlooked with everything, even as a town. Narrabri is the major town, the centre of many smaller ones surrounding it, yet Telstra install 4GX coverage to Wee Waa and Boggabri around it and leave the major town out? So yes everything is very frustrating, and I want someone with a clear head and the knowledge and power to at least organise some line techs for a meeting with us, and a possible pair gain removal, and after that, outline us some costs, no matter how dramatically huge or surprisingly small they might be, to get this matter of our bad line fixed, replaced, or patched in to the good new cable across the road. I'm not giving up. We are taking this to our local state and federal MP's, one of the neighbours of mine on the map is a Councillor on the Local Shire, there will be a lot of heat on this issue.  Or maybe there is a new and different solution to the problem that we haven't thought of besides hoping for a tornado to lift all our houses and land them on the good side of the road.  So who do I talk to? who do i get in contact with to have my questions answered?         

Answer 1

anything over 4KM and usually the loss is that high that an ADSL connection is not sustainable, it is possible that the people on the other side of the street are on a RIM/TOPHAT which is ADSL/2+ enabled, but it really does depend...
If the landline has had ongoing faults and issues the chances are that even if it could be provided that there would be huge speed issues because of the fault...
If you are having signal loss so great that it is affecting the landline service by itself then the chances are that the same interference would be so great as to make the loss of speed so high that Wholesale would not bother to allow it to occur in the knowledge that it will cause more problems then it would solve...
If you are 4.2KM from the exchange as the crow flies then it will be higher again in cable length... again making it quite possible that it is quite largely that you are too far from the exchange, especially when you mix in the distance and the loss of signal which your parents already experience on their phone service...
If the estimated speed is below their minimum speed they will just not provide it... because it is better to not provide it then to have people (not saying you but there are people who would) complain and complain that it is too slow... so they don't bother...
If you are on a RIM which is not ADSL enabled, it is likely it would need an upgrade before you could connect and the random and sporadic nature of the NBN roll out has made it somewhat unviable for any of the ISP to really invest into their own networks... so they haven't been doing any major upgrades...
But about the best you could do is to place an order, once that is declined you can raise it will complaints, however if it can't be done, it can't be done and they might not be able to do much to help.