Exetel customer help forum

The ZTE modem has green lights for WLAN, Power, and broadband but red for the internet. It can connect with both the 2.4G and 5G networks but without internet access. I tried the usual turn on and off for a period of time with both the modem and the NBN but it still doesn't work. It has been acting...

Mort wrote: ↑

Thu Apr 08, 2021 9:35 am

It was still slow this morning.

Did another restart on the modem and it looks OK now.

Hi Mort,

There were no further incidents reported after the maintenance and it's great to hear that the speeds are fine now. Please feel free to contact our support team if you come across any further issues.

Event Notification Locations Affected: Multiple Suburbs NSW Products Impacted: Optus NBN - HFC services Event Start Time: Monday, 18/01/2021 Estimated Time of Resolution (ETR): No ETR Root cause: Still under investigation. Additional Information: Our wholesale supplier is currently investigating th...

Stackray wrote: ↑

Thu Dec 03, 2020 11:24 am

Hi, just wondering if there is any update for this?

Cheers

Hi,

This is still being looked in to and you will receive an update shortly.

voltz wrote: ↑

Thu Dec 03, 2020 12:00 pm

Can I get some help, I've messaged my number to someone but no response.
This is pretty disappointing

Hi,

Could you please PM me your service number or the customer ID so that I can check this out for you?

Update:

Our supplier advises that the outage has been successfully completed.

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.

Update

Our wholesale supplier advises the outage is ongoing and the issue is still under further investigation by their Level 3 team.

Estimated Time of Resolution (ETR): Supplier is unable to provide an ETR at this stage.

Exetel apologizes for any inconvenience this may have caused.

Event Notification Locations Affected: Sabre, QLD Products Impacted: Fibre Suppliers: LBN Event Start Time: 13/05/2020 Estimated Time of Resolution (ETR): No ETR Root cause: Power Issue Additional Information: Most customers in the above-mentioned areas may experience no connectivity issues. Exetel...

Event Notification Locations Affected: Multiple Suburbs, NSW Products Impacted: Fibre Suppliers: LBN Event Start Time: 12/05/2020 Estimated Time of Resolution (ETR): No ETR Root cause: Still under investigation. Additional Information: Some customers in the above-mentioned areas may experience inte...

Update:

Our supplier advises that the outage has been successfully restored.

Root Cause: Supplier hardware failure

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.

Update:

Our supplier advises that the outage has been successfully restored.

Root Cause: Supplier hardware failure

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.

Update:

Our supplier advises that the outage has been successfully restored.

Root Cause: Supplier hardware failure

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.

Update

Our wholesale supplier advises the outage is ongoing.

Estimated Time of Resolution (ETR): Due to the complexity of the work they are unable to provide an ETR at this stage

Exetel apologizes for any inconvenience this may have caused.

Update:

Our supplier advises that the outage has been successfully restored.

Root Cause: Supplier hardware failure

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.

Update:

Our supplier advises that the outage has been successfully restored.

Root Cause: Supplier hardware failure

Kindly power cycle your modem/ router and test the service.

Apologies for any inconvenience caused.