Exetel customer help forum

Event Notification

Update

Our supplier has begun remediation on the identified fault.
Customers' services are now being restored.
Kindly monitor the service.

Exetel apologizes for the inconvenience caused.

Update The outage is still ongoing and there is no ETR as of now. Due to the complexity of the damage; the fibre crew will instead haul an alternate cable as part of the restoration. Cable hauling has already commenced with an ETA of 2 hours. Once completed, the fibre team will commence splicing. Ex...

Update The outage is still ongoing and there is no ETR as of now. The civil team has completed excavation and cable is visible. The Fibre team has identified an OH&S issue that may cause the excavated area to collapse. Civil works will brace the excavated whole to remove the OH&S obstacle. ETA to co...

Event Notification Locations Affected: Penrith, NSW Products Impacted: Optus Fiber Services. Event Start Time: 07/11/2020, 00:10 AEDT. Estimated Time of Resolution (ETR): No ETR. Root cause: Still under investigation. Additional Information: Most customers in the above mentioned area may experience ...

Update Our Engineers advises that the outage has been successfully restored. Apologies for any inconvenience caused. Kindly power cycle your modem/ router and test the service. Please keep a note there is a correction in the above mentioned event start and end date. Event Start Time: 12/10/2020 01:0...

Event Notification. Locations Affected: All Island Products Impacted: All Exetel corporate customers. Estimated Resolution: ETR is not provided at the moment, however our Engineers are working on the issue to get fixed. Additional Information: One of our monitoring server went down due to hard disk ...

Event Notification. Locations Affected: All suburbs, VIC Products Impacted: All Exetel corporate & residential customer's in VIC Supplier: All Suppliers Event Start Time: 11/10/2020 01:00 AM Estimated Resolution: 11/10/2020 06:00 AM Additional Information: Exetel network engineers are performing an ...

Update

Our Engineers have fixed the issue.

The customers may contact the Exetel call line as usual.

Exetel apologizes for the inconvenience caused.

Currently, we are experiencing technical difficulty in Exetel office.

Therefore, we are not in a position to support our customers.

Our internal Engineers are working the fault and will resolve the issue soon.

Exetel apologizes for any inconvenience this may have caused.

Update: Our wholesale supplier confirmed fault is part of an outage. Carrier technicians found the damage fibre cable and working over night to get the issue fixed. At this stage we are unable to provide an Estimated Time of Restoration. Exetel apologizes for any inconvenience this may have caused.

Update:

Combination of both our wholesale supplier and our Core Network Engineer made a fix to the services.

Please restart your NTU and the router and check if any issue persists.

Exetel apologizes for any inconvenience this may have caused.

Update
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The outage is ongoing.

Estimated Time of Resolution: Our wholesale supplier is unable to provide an Estimated Time of Restoration at this stage.

Exetel apologizes for any inconvenience this may have caused.

Update. Supplier confirmed outage resolved and below provided the root case and the solution provide to fix the outage. Investigation showed root cause of the outage was attributed to a management protocol on the Core Router that triggered excessive CPU utilization. Supplier disabled management prot...

Event Notification Locations Affected: Goodna, QLD Products Impacted: Fibre Supplier: Optus Event Start Time: 09/06/2020 23:00:00 AEST Estimated Time of Resolution (ETR): 10/06/2020 06:00:00 AEST Root cause: Cable Relocation due third party road expansion project at School Rd, Eight Mile Plains, QLD...

Update: The outage is still ongoing. Estimated time of resolution: We are unable to provide us with an Estimated time of resolution From our end we can detect few services back online therefore kindly restart your devices including the router and check the service. However we are waiting for the fin...