Ticket No. 2774510 - Change Excess Peak Option

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Sat May 29, 2010 9:30 am

Since changing over from an older plan to Z/21INCTEL I have been unable to change the excess peak option on my ADSL2+ service. I tried last month and got "Only One Change Request Can be made Per Plan."

The same message appears this month. A ticket was submitted earlier this week which was not replied to. The ticket number is 2774510. I realise it is currently outside of business hours, but could someone from Exetel have a look at this ASAP and ensure this change is made prior to end of the month (Monday).

Thanks

Klaas
Posts: 609
Joined: Sat Apr 03, 2004 1:48 pm
Location: Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Klaas » Sat May 29, 2010 11:49 am

Out of curiosity, when exactly did you request the change?

I requested the change to excess charges on 1st May, and it's been showing as Pending ever since - my assumption is that it will change over on 1st June.

Request Date Request Status Access Charge After Included Peak Download
2010-05-01 07:46:16 PENDING Shaped to 512kbps

Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Sat May 29, 2010 5:11 pm

I have been trying to change the excess option to 0.50c/gb since the start of the month. The system won't accept the change and keeps telling me that only one change can be made per plan?

Klaas
Posts: 609
Joined: Sat Apr 03, 2004 1:48 pm
Location: Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Klaas » Sat May 29, 2010 8:52 pm

Emu wrote:I have been trying to change the excess option to 0.50c/gb since the start of the month. The system won't accept the change and keeps telling me that only one change can be made per plan?
Probably because the first attempt to change is still pending. Same thing happens to me if I try again.

Does it show "Pending" like this:
Image

Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Sun May 30, 2010 10:39 am

I have gone through every option in the members area and couldn't find such a status page. Here is what i see:

Image

Klaas
Posts: 609
Joined: Sat Apr 03, 2004 1:48 pm
Location: Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Klaas » Sun May 30, 2010 12:37 pm

That's where it appears in mine.

Strange - I'd suggest logging into the help desk and following up on your ticket.

CoreyPlover
Volunteer Site Admin
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Location: Melbourne, VIC

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by CoreyPlover » Mon May 31, 2010 1:26 pm

I'll post a follow up for an Exetel engineer to address this thread and helpdesk ticket 2774510
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

gong_guy
Posts: 210
Joined: Mon Oct 11, 2004 11:06 am

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by gong_guy » Mon May 31, 2010 2:02 pm

Same for me, I have been trying to change for over a month

Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Mon May 31, 2010 4:13 pm

Hi Corey,

Just to update you on the situation, I have followed up the initial ticket this morning and have yet to receive a response. Hopefully this issue is resolved by COB today, since it's the last day of the month and any changes after today will be 'pending' till the end of the month.

noki388
Posts: 13
Joined: Fri Aug 10, 2007 6:37 pm
Location: perth

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by noki388 » Wed Jun 02, 2010 4:58 pm

hi,

having the same problem. has anyone solved this yet. if it is a known glitch, i wont bother with a support ticket for now, otheriwse might have to log one.

Himantha
Exetel Staff
Posts: 181
Joined: Fri May 11, 2007 1:44 am

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Himantha » Wed Jun 02, 2010 5:08 pm

Emu,

It seems your ticket has been escalated to developers, as soon as we have an update we will respond to you.

signalup
Posts: 3
Joined: Tue May 11, 2010 12:52 am
Location: Syd

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by signalup » Fri Jun 04, 2010 9:24 am

I am in the same position as well. It seems I am still on the shaped setting even thought all of last month I had pending to change to excess and now shaping is ACTIVE.
I did not think there was a need to open a new ticket, so rather I simply re-opened the automated ADSL Shaping Change Request ticket automatically generated when I made the request over a month ago.

I only re-opened it just now, so there may be no need for it to be looked at twice yet, but just in case to make use the current thread, my refrence number is PXA-69876-665.



Thanks.

Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Sat Jun 05, 2010 1:24 pm

Hi Himantha,

Thanks for the update. I'm glad i'm not the only one with this issue. Oh, i thought i should also mention - the staff at Exetel need a good pat on the back, I have been extremely pleased with the service since '04. I also appreciate the continuous update from various staff members on the status on fixing this issue. Well done Exetel! I am committed to your services forever in eternity. 8) :D Let's hope this issue is fixed ASAP.

Emu
Posts: 16
Joined: Wed Dec 08, 2004 4:52 pm
Location: Inner West, Sydney

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by Emu » Wed Jun 09, 2010 9:39 pm

For those of you who were having issues - I received an email from Exetel yesterday and it looks like this issue has been fixed. I'm now on 0.50c per gb 8)

greesha
Posts: 35
Joined: Tue Jan 12, 2010 2:17 pm
Location: Brisbane

Re: Ticket No. 2774510 - Change Excess Peak Option

Post by greesha » Thu Jun 10, 2010 2:26 pm

mine still says N/A under cost per GB and I still have 512k shaping pending, so not resolved for all of us. On the plus side, i went over my 10GB peak limit and have not been shaped so I must be 50c/GB in the system from my old Z plan.

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