Outage Information Not Comprehensive

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marknat
Posts: 6
Joined: Fri Mar 12, 2010 12:16 pm
Location: sydney

Outage Information Not Comprehensive

Post by marknat » Tue May 19, 2020 3:24 pm

NBN Outage today. Checked Exetel status page, which shows no issues.
Tried a different modem. No help.
Checked the cables. No Help
Called up Exetel. On hold for 20 minutes (with mobile phone speaker on). When someone answered, I go to switch off my speaker to talk. Support staff hang up as took me about 5 seconds to turn off speaker and lift to my ear.
Use my vodaphone mobile to check outages on the vodaphone network (just as a punt - while I wait in the support line again). This takes me to the NBN outage page that shows that "Planned maintenance is currently taking place". Planned?? Not showing up on Exetel status page?? Wow!! and Wow!!

You should be able to extract most of the suggestions from this chronology, but the ones I highlight:
1) Status page needs to be comprehensive or at least point to NBN page. Surely NBN make status information available to resellers?
2) In an outage is planned, notify affected users via sms or email.
3) Support - well, I wait 20 minutes, and they can wait 5 seconds?
4) Unlock exetel modem so I can check logs. That way I would have more easily determined that it was a network issue, not a modem or cable issue.

marknat
Posts: 6
Joined: Fri Mar 12, 2010 12:16 pm
Location: sydney

Re: Outage Information Not Comprehensive

Post by marknat » Wed Jul 15, 2020 9:55 am

Maybe one more suggestion. Read suggestions and acknowledge them.

nilushid
Admin
Posts: 1122
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Outage Information Not Comprehensive

Post by nilushid » Wed Jul 15, 2020 10:14 am

marknat wrote:
Tue May 19, 2020 3:24 pm
NBN Outage today. Checked Exetel status page, which shows no issues.
Tried a different modem. No help.
Checked the cables. No Help
Called up Exetel. On hold for 20 minutes (with mobile phone speaker on). When someone answered, I go to switch off my speaker to talk. Support staff hang up as took me about 5 seconds to turn off speaker and lift to my ear.
Use my vodaphone mobile to check outages on the vodaphone network (just as a punt - while I wait in the support line again). This takes me to the NBN outage page that shows that "Planned maintenance is currently taking place". Planned?? Not showing up on Exetel status page?? Wow!! and Wow!!

You should be able to extract most of the suggestions from this chronology, but the ones I highlight:
1) Status page needs to be comprehensive or at least point to NBN page. Surely NBN make status information available to resellers?
2) In an outage is planned, notify affected users via sms or email.
3) Support - well, I wait 20 minutes, and they can wait 5 seconds?
4) Unlock exetel modem so I can check logs. That way I would have more easily determined that it was a network issue, not a modem or cable issue.
Hi Mark

We are extremely sorry that your post was not acknowledged. Also, thanks for the honest feedback and suggestions. It really helps us if we know how our customers really feel and it will allow us to improve. Please refer below.

1) Status page needs to be comprehensive or at least point to NBN page. Surely NBN make status information available to resellers?
We will look into this. In the meantime, you can use the following link to check the NBN service outages
https://www2.nbnco.com.au/support/network-st
atus
2) In an outage is planned, notify affected users via sms or email - We will forward this to the top management for future development
3) Support - well, I wait 20 minutes, and they can wait 5 seconds? - We are extremely sorry about the wait time and the inconvenience caused.
4) Unlock exetel modem so I can check logs. That way I would have more easily determined that it was a network issue, not a modem or cable issue. - This is already informed to ZTE. At the moment the modems are not keeping any authentication logs.

Thanks

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