No sync on Naked ADSL2+ service

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GaryG
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No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 1:13 pm

I've just lodged a ticket for my daughter as she has a Naked ADSL2+ service and she cannot connect.

Tried turning the modem off for 20 minutes etc but no change.

It was working fine on Friday so I'm guessing it might be related to yesterday's outage but it is not back to normal (like my bundled ADSL2 service on a different exchange)

She is on Heidelberg Exchange in Melbourne.

I'd appreciate any info.

Thanks.

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 1:48 pm

Hello,

You can pm me your daughters telephone number and I'll be able to find out what DSLAM the service is connected to and see if anyone else has reported simular problems.

Thank You

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 2:14 pm

Hello,

I've checked the DSLAM and found that there are about 7 EXETEL ADSL 2+ services connected to that exchange and found that every customer is offline. It could be a possibility that they have their modems switched off but I kind of doubt that.

I will query Optus just to see if there are any known issue at this DSLAM and will report back.

Thank You

GaryG
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Re: No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 2:27 pm

Thanks for the update Richard.

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 2:44 pm

Hello,

Optus says there is no current fault at that particular exchange.
So we will have to troubleshoot the problem as a normal fault.

There were no other EXETEL users that have reported problems at this stage.
I'm sure that one our engineers will look after the connection problem.

Thank You

GaryG
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Location: Melbourne

Re: No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 2:51 pm

Thanks again.

I guess if they haven't been online they may have not noticed.

Do the engineers work on the weekend or do we need to wait till tomorrow for further progress?

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 3:15 pm

Hi,

We do have some engineers that do work on the weekends.
I'm not really entirely satisfied with the answer from Optus as they told me that some services are in sync so we don't see a problem.

There could be still a problem with the DSLAM if they have sync because you could have a dataflow fault where no sessions are being forwarded from the ATM to EXETEL LNS routers.
I'll ring some of the customers connected to that DSLAM on Monday and ask if they have any problems then I can build up a case to put to Optus.

Thank You

GaryG
Posts: 122
Joined: Sun Dec 11, 2005 10:41 pm
Location: Melbourne

Re: No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 3:23 pm

Thanks again for the update and hopefully we get a speedy resolution.

I'm also surprised that Optus cannot act on the fact that you are contacting them with potentially 9 problems.

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 3:55 pm

Hello,

I really have to try to stop letting carrier just say there is no problems as this is a soft approach.
I've gone back to Optus and have asked does any of our customers on that DSLAM have cell flow and a active session?. Hopefully this make them look further and make me feel satisfied with their response.

Must admit that I do get tired of carriers being slack with their investigation and not giving me the correct answer.

Will update this thread once I get a response.

Thank You

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 4:16 pm

Hello,

Optus has manged to show me a service which has cell flow and an active session.
So nothing really I can do further about this.

An engineer will update your case shortly.

Thank You

GaryG
Posts: 122
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Location: Melbourne

Re: No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 5:12 pm

Well it is now back and working.

Thanks for the help Richard.

richardk
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Re: No sync on Naked ADSL2+ service

Post by richardk » Sun May 04, 2008 5:45 pm

Hello,

Good to see that your service is restored.
I would not be surprised if Optus went though the DSLAM and perform port rests on the services that were out of sync.

Thank You

GaryG
Posts: 122
Joined: Sun Dec 11, 2005 10:41 pm
Location: Melbourne

Re: No sync on Naked ADSL2+ service

Post by GaryG » Sun May 04, 2008 6:15 pm

I wouldn't be surprised if you were right about Optus, Richard.

Cheers

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