Exetel customer help forum

Event Notification Locations Affected : Lennox Head, NSW Products Impacted : ADSL Event Start Time : 06/04/2019 Estimated Resolution : 11/04/2019 before Close of Business Root Cause : The root cause is still under investigation by the Wholesale Supplier's Network Engineers Additional Information : M...

Update:

The Wholesale Supplier's fibre crew has completed the splicing work to fully restore services affected in Pendle Hill, Dubbo and suburbs surrounding these areas.

Kindly powercycle your modem/router if issues still persist.

Exetel apologizes for any inconvenience this may have caused.

Update: We have confirmation from the Wholesale Supplier that the outage has been restored for Wollongong, Nowra, Berkeley Vale, Campbelltown, Richmond, Mosman, Rockdale, Albury and suburbs surrounding these areas. We are currently following up with the Wholesale Supplier on the restoration of servi...

Update:

Most of the reported services are online at the moment, and the Wholesale Supplier is currently working on restoring the remaining services.

Exetel apologizes for any inconvenience this may have caused.

Thanks for your response. We can provide credit as a goodwill gesture once the outage has been cleared.
Please provide us your confirmation via the email ticket when the service is online so that we can go ahead with the credit.

Thanks for letting us know. We have received confirmation from the Wholesale Supplier as well that the outage has been cleared. Please do not hesitate to let us know should you have any further issues.

Apologies for the delay in getting back to you. We will look into the matter and get back to you shortly with confirmation.

Update:

The Wholesale Supplier advises that the outage has now been resolved.

Please reboot your modem / router and check again if issues still persist.

Apologies for the inconvenience caused.

Update:

Repairs are still underway as per the previous update.

Our wholesale supplier is unfortunately unable to provide us with an estimated time of resolution at this stage.

Exetel apologizes for any inconvenience this may have caused.

Update:

The Wholesale Supplier has confirmed that the outage has been restored.

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

Exetel apologizes for the inconvenience caused.

Update:

The Fibre Repair Crew are on site and have commenced splicing.

Our wholesale supplier is unable to provide us with an estimated time of resolution at this stage.

Exetel apologizes for any inconvenience this may have caused.

Update: We now have confirmation on the affected customer locations. Please note that customers in the listed locations and nearby suburbs will experience connectivity issues. Locations Affected : Wollongong, Pendle Hill, Nowra, Berkeley Vale, Campbelltown, Richmond, Mosman, Rockdale, Dubbo and Albu...

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