Current maintenance & outages updates

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Current maintenance & outages updates

Postby trev on Wed Apr 26, 2017 2:21 pm

Unplanned Fibre Network Outage - Wagga Wagga , NSW (viewtopic.php?f=296&t=43423) was not very helpful!

Why?

Because that event started at 23/04/2017 6.52 pm AEST and ...
... that post was made on Apr 24 at 11:52 am, more than 16 hours later!

Additionally, the Technical Support person I spoke to at 09:18am on April 24 for 46 minutes did not know about it either!

Suggestions
1) Update the outages forum more diligently;
2) Update your support staff too.

I should point out that I checked the outage forum before ringing support (using another RSP whose FTTP did not suffer an outage).
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Re: Current maintenance & outages updates

Postby KavindaS on Wed Apr 26, 2017 10:04 pm

trev wrote:Unplanned Fibre Network Outage - Wagga Wagga , NSW (viewtopic.php?f=296&t=43423) was not very helpful!

Why?

Because that event started at 23/04/2017 6.52 pm AEST and ...
... that post was made on Apr 24 at 11:52 am, more than 16 hours later!

Additionally, the Technical Support person I spoke to at 09:18am on April 24 for 46 minutes did not know about it either!

Suggestions
1) Update the outages forum more diligently;
2) Update your support staff too.

I should point out that I checked the outage forum before ringing support (using another RSP whose FTTP did not suffer an outage).


Thank you for your suggestions. However we have updated the forums, by the time we have received the supplier confirmation only.
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