Blue Mountains, Western Sydney

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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muzzatron
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Blue Mountains, Western Sydney

Post by muzzatron » Wed Jun 06, 2018 10:57 pm

HI - So, I have no internet all afternoon. Using my phone as a hotspot now.
Should I expect internet to be back on tomorrow?

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KavindaS
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Re: Blue Mountains, Western Sydney

Post by KavindaS » Wed Jun 06, 2018 11:05 pm

muzzatron wrote:
Wed Jun 06, 2018 10:57 pm
HI - So, I have no internet all afternoon. Using my phone as a hotspot now.
Should I expect internet to be back on tomorrow?
Unfortunately the outage in NSW is still ongoing and it is a major one. We have periodically updated the relevant forum post viewtopic.php?p=323448#p323448 and therefore kindly refer same thread for further updates.

Due to the complexity of the outage the supplier is unable to provide ETR at this stage.

Exetel apologizes for any inconvenience this may have caused.

muzzatron
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Location: Sydney

Re: Blue Mountains, Western Sydney

Post by muzzatron » Wed Jun 06, 2018 11:08 pm

OK Thanks

muzzatron
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Re: Blue Mountains, Western Sydney

Post by muzzatron » Thu Jun 07, 2018 9:03 am

OK so no internet today either. This must be a major repair job?

I am using my Exetel SIM as a hotspot. But what happens if I use up all my data allowance? Will be any kind of reimbursement?

I hope this problem is resolved soon! Thanks

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KavindaS
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Re: Blue Mountains, Western Sydney

Post by KavindaS » Thu Jun 07, 2018 1:40 pm

muzzatron wrote:
Thu Jun 07, 2018 9:03 am
OK so no internet today either. This must be a major repair job?

I am using my Exetel SIM as a hotspot. But what happens if I use up all my data allowance? Will be any kind of reimbursement?

I hope this problem is resolved soon! Thanks
Latest update : Damage to 1560 fibres across 4 optic fibre cables. Technicians have hauled the second and third cable but not commenced setup. Replacement cable for the fourth cable sourced from Mlebourne and due in Sydney to pickup on 08/06 ~10:00.

Once the outage is fully resolved, drop an email to residentialsupport@exetel.com.au quoting the ticket reference number 13111487.

muzzatron
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Re: Blue Mountains, Western Sydney

Post by muzzatron » Thu Jun 07, 2018 6:26 pm

Cheers! :-)

muzzatron
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Location: Sydney

Re: Blue Mountains, Western Sydney

Post by muzzatron » Fri Jun 08, 2018 9:29 pm

Back on!! thanks guys

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KavindaS
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Re: Blue Mountains, Western Sydney

Post by KavindaS » Fri Jun 08, 2018 10:10 pm

muzzatron wrote:
Fri Jun 08, 2018 9:29 pm
Back on!! thanks guys
Good to hear that. Outage is still ongoing, however supplier is restoring the services section by section.

Yardss
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Re: Blue Mountains, Western Sydney

Post by Yardss » Sun Jun 10, 2018 1:06 pm

I live in Blaxland, Blue mountains. I have had no internet from today (Saturday 10th). Would I be affected by this cable issue?
It looks like its connected, router says internet is good but can't load anything.

IsuruB
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Re: Blue Mountains, Western Sydney

Post by IsuruB » Sun Jun 10, 2018 1:48 pm

Yardss wrote:
Sun Jun 10, 2018 1:06 pm
I live in Blaxland, Blue mountains. I have had no internet from today (Saturday 10th). Would I be affected by this cable issue?
It looks like its connected, router says internet is good but can't load anything
There is a chance you might be affected, but if the issue started today, it's best if you drop us an email on residentialsupport@exetel.com.au so that we can investigate. Also make sure that the correct DNS settings are configured on the modem as well (Primary: 220.233.0.4 and secondary: 220.233.0.3) followed by a reboot.

danander11
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Re: Blue Mountains, Western Sydney

Post by danander11 » Tue Jun 12, 2018 3:57 pm

I'll chuck my hat into this ring as well.

My service has dropped to roughly 50-75 kbps over the last four days or so, with intermittent dropouts.

When I called tech support last Saturday, I was told that it would require a technician visit that would likely cost me $225.. Shortly after speaking with support, my speeds improved to near-normal.. so I cancelled the tech visit. About ten minutes after cancelling, my speeds once again fell to the 50-75 kbps range and have stayed there since.

Have you been throttling me/customers? When can we expect our service to return to normal..

I'm in Springwood, NSW btw.

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KavindaS
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Re: Blue Mountains, Western Sydney

Post by KavindaS » Tue Jun 12, 2018 11:00 pm

danander11 wrote:
Tue Jun 12, 2018 3:57 pm
I'll chuck my hat into this ring as well.

My service has dropped to roughly 50-75 kbps over the last four days or so, with intermittent dropouts.

When I called tech support last Saturday, I was told that it would require a technician visit that would likely cost me $225.. Shortly after speaking with support, my speeds improved to near-normal.. so I cancelled the tech visit. About ten minutes after cancelling, my speeds once again fell to the 50-75 kbps range and have stayed there since.

Have you been throttling me/customers? When can we expect our service to return to normal..

I'm in Springwood, NSW btw.
I have checked the service and the last support engineer who has communicated with you have logged the service issue under the reference number 13134283. Since there is a noise in your PSTN or the telephone line, we need to investigate on that as the copper line may affect the ADSL speeds. We will update you as soon as we receive a feedback from the supplier.

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