Charged $220 incorrect call out fee.

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
ozkidzez91
Posts: 86
Joined: Sat May 31, 2008 11:27 am
Location: Helidon, Qld

Re: Charged $220 incorrect call out fee.

Post by ozkidzez91 » Tue Oct 08, 2013 4:27 pm

I really think it's time that Exetel started absorbing the cost of these technician visits. At least a limited amount (1 per month, 1 per 3 months, whatever). It's really frustrating to KNOW there's a problem with your line outside of your control but to fear calling tech support because you won't be able to afford the incorrect call out fee if your technician happens to think that you're wrong. We do all the right things, swap modems and routers and things, I think we save you guys enough time as it is with troubleshooting that you can afford to cover us in this sort of situation.

KavindaS
Forum Admin
Posts: 2517
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Charged $220 incorrect call out fee.

Post by KavindaS » Tue Oct 08, 2013 6:23 pm

ozkidzez91 wrote:I really think it's time that Exetel started absorbing the cost of these technician visits. At least a limited amount (1 per month, 1 per 3 months, whatever). It's really frustrating to KNOW there's a problem with your line outside of your control but to fear calling tech support because you won't be able to afford the incorrect call out fee if your technician happens to think that you're wrong. We do all the right things, swap modems and routers and things, I think we save you guys enough time as it is with troubleshooting that you can afford to cover us in this sort of situation.
Hi,

According to ACMA regulation (http://www.comlaw.gov.au/Details/C2013C ... c346618603) we as an ISP are only responsible up-to the network boundary point/MDF. Any issues beyond the Network boundary point/MDF is the customer's responsibility.

James
Exetel Staff
Posts: 1992
Joined: Mon May 09, 2005 10:27 pm

Re: Charged $220 incorrect call out fee.

Post by James » Tue Oct 08, 2013 7:05 pm

ozkidzez91 wrote:I really think it's time that Exetel started absorbing the cost of these technician visits. At least a limited amount (1 per month, 1 per 3 months, whatever). It's really frustrating to KNOW there's a problem with your line outside of your control but to fear calling tech support because you won't be able to afford the incorrect call out fee if your technician happens to think that you're wrong. We do all the right things, swap modems and routers and things, I think we save you guys enough time as it is with troubleshooting that you can afford to cover us in this sort of situation.
In an ideal world, yes we would cover this, but if we get this wrong, and it is a customers fault (which it almost always is, hence this step/notice), that mistake would negate over one years profit from that customer.

ozkidzez91
Posts: 86
Joined: Sat May 31, 2008 11:27 am
Location: Helidon, Qld

Re: Charged $220 incorrect call out fee.

Post by ozkidzez91 » Tue Oct 15, 2013 1:47 am

Unfortunately this also means that no matter how bad my connection gets I'll never be able to call for a technician since I can't afford it. :(

I usually just wait around for someone who's with telstra to complain these days.

James
Exetel Staff
Posts: 1992
Joined: Mon May 09, 2005 10:27 pm

Re: Charged $220 incorrect call out fee.

Post by James » Tue Oct 15, 2013 9:11 am

If you have checked absolutely everything, you have nothing to worry about.

thomashouseman
Posts: 750
Joined: Thu Mar 18, 2004 12:06 pm
Location: Toongabbie
Contact:

Re: Charged $220 incorrect call out fee.

Post by thomashouseman » Tue Oct 15, 2013 9:20 am

James wrote:If you have checked absolutely everything, you have nothing to worry about.
Unless you're Leon2:

viewtopic.php?f=284&t=40493#p306327

reallysuperman
Posts: 65
Joined: Tue Jun 02, 2009 8:16 pm
Location: Sydney, NSW

Re: Charged $220 incorrect call out fee.

Post by reallysuperman » Tue Oct 15, 2013 4:27 pm

I will point out that I have recently received an Incorrect Call out fee for my service.

I have been involved in the industry for a long time, I did all of the usual testing, except one important step.

The house I am in was built about 13 years ago, the "network boundary point" is the first socket in the house.

My fault was I assumed that everything in my house was fine, the phone is connected in the kitchen (which is the same line that the ADSL modem is connected to)

No noise on the line when I use the phone, changed the filter change the modem, but the thing i forgot to try was connecting the modem to the first socket in the house.

I was luck that i had a tech come that helped me out a little bit, remember the tech is not the "enemy",and most of the time if you are nice to them they will go that little bit further.

Once he was there however he tested at the first socket and there was no issues found, after he had left i connected my modem to the first socket in the house and I have not had an issue since.

I found out that there is an issue with the cable from the first socket that feeds the other point in the house.

I paid the incorrect call out fee because yes it was my "internal" wiring that was at fault.

MORAL OF THE STORY -

- Remember to check the first point in the house.

the only reason i post this is so that maybe someone else with issues will have one more test to do before a tech comes to site.

Thanks

JD

James
Exetel Staff
Posts: 1992
Joined: Mon May 09, 2005 10:27 pm

Re: Charged $220 incorrect call out fee.

Post by James » Tue Oct 15, 2013 6:38 pm

I did something similar a few years ago, very embarrasing.........

seaeagle
Posts: 112
Joined: Mon Nov 05, 2012 3:30 pm
Location: Burnie

Re: Charged $220 incorrect call out fee.

Post by seaeagle » Wed Oct 16, 2013 12:32 am

My problem has a likeness to Leon's in that I have had a good run for a number of months since last years around November with low speed problem. Like Leon I have suddenly got periods of very fluctuating speeds around 0.5 MBits but it can go lower and it can go higher. I am not sure when it started this time, as I have not been active like normal. My wife however for weeks was mentioning that her classic music radio was "buffering" a lot, since it was a Dutch station I put it down to the long distance. Whenever I did a quick Exetel speed test I found it was not too bad but did no further testing. In the end she gave up telling me.

Then a couple of weeks ago I wanted to download about 1.6 Giga Byte Linux ISO file from Internrode in Melbourne. It was going to take hours, about 7 or 8 certainly not the less than 1 hour I normally would get by pulling bot our phones out ( roughly doubles my speed to 320 kBytes/s, with one phone connected it is normally around the 160 kBytes/s) I realised then that there really is something wrong.

Ok let us get some facts down too:

------------------------------------------------------------

D-Link DSL-G604T Modem/router, from inside:

ADSL status shows the ADSL physical layer status.

Code: Select all

ADSL Firmware Version: 	6.00.01.00 - 6.00.01.00 - 6.00.04.00 Annex A - 01.07.2b - 0.54
ADSL Software Version: 	V3.02B01T01.AU.20090415
Line State 		Connected
Modulation 		ADSL_G.dmt
Annex Mode 		Annex A
Max Tx Power 		-38 dBm/Hz
 
Item 		        Downstream 		Upstream 	Unit
SNR Margin		        6		        23		dB
Line Attenuation	        54		31		        dB
Data Rate		       3104		384		kbps
This looks fine for my location
------------------------------------------------------------

I will pre-empt with saying that during the night roughly from Midnight to 8 in the morning this line with one phone plugged in is happy to do 190 kBytes/s for hours on end. A typical test run, just downloading a 1.5 MByte file from my own Exetel Account every 15 minutes would look like this:

1 103 kB/s 827 kb/s 1589760 B 15 s homesite Mon Oct 14 14:17:40 EST 2013
2 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 14:32:59 EST 2013
3 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 14:48:09 EST 2013
4 141 kB/s 1128 kb/s 1589760 B 11 s homesite Mon Oct 14 15:03:20 EST 2013
5 110 kB/s 886 kb/s 1589760 B 14 s homesite Mon Oct 14 15:18:34 EST 2013
6 141 kB/s 1128 kb/s 1589760 B 11 s homesite Mon Oct 14 15:33:45 EST 2013
7 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 15:48:53 EST 2013
8 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 16:04:03 EST 2013
9 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 16:19:11 EST 2013
10 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 16:34:21 EST 2013
11 62 kB/s 496 kb/s 1589760 B 25 s homesite Mon Oct 14 16:49:47 EST 2013
12 64 kB/s 517 kb/s 1589760 B 24 s homesite Mon Oct 14 17:05:11 EST 2013
13 62 kB/s 496 kb/s 1589760 B 25 s homesite Mon Oct 14 17:20:36 EST 2013
14 103 kB/s 827 kb/s 1589760 B 15 s homesite Mon Oct 14 17:35:51 EST 2013
15 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 17:51:20 EST 2013
16 91 kB/s 730 kb/s 1589760 B 17 s homesite Mon Oct 14 18:06:37 EST 2013
17 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 18:22:06 EST 2013
18 119 kB/s 955 kb/s 1589760 B 13 s homesite Mon Oct 14 18:37:19 EST 2013
19 48 kB/s 388 kb/s 1589760 B 32 s homesite Mon Oct 14 18:52:51 EST 2013
20 70 kB/s 564 kb/s 1589760 B 22 s homesite Mon Oct 14 19:08:13 EST 2013
21 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 19:23:32 EST 2013
22 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 19:38:51 EST 2013
23 55 kB/s 443 kb/s 1589760 B 28 s homesite Mon Oct 14 19:54:19 EST 2013
24 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 20:09:48 EST 2013
25 44 kB/s 354 kb/s 1589760 B 35 s homesite Mon Oct 14 20:25:23 EST 2013
26 41 kB/s 335 kb/s 1589760 B 37 s homesite Mon Oct 14 20:41:00 EST 2013
27 45 kB/s 365 kb/s 1589760 B 34 s homesite Mon Oct 14 20:56:34 EST 2013
28 37 kB/s 302 kb/s 1589760 B 41 s homesite Mon Oct 14 21:12:15 EST 2013
29 32 kB/s 258 kb/s 1589760 B 48 s homesite Mon Oct 14 21:28:03 EST 2013
30 33 kB/s 269 kb/s 1589760 B 46 s homesite Mon Oct 14 21:43:49 EST 2013
31 64 kB/s 517 kb/s 1589760 B 24 s homesite Mon Oct 14 21:59:13 EST 2013
32 77 kB/s 620 kb/s 1589760 B 20 s homesite Mon Oct 14 22:14:33 EST 2013
33 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 22:29:52 EST 2013
34 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 22:45:02 EST 2013
35 110 kB/s 886 kb/s 1589760 B 14 s homesite Mon Oct 14 23:00:16 EST 2013
36 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 23:15:35 EST 2013
37 91 kB/s 730 kb/s 1589760 B 17 s homesite Mon Oct 14 23:30:52 EST 2013
38 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 23:46:00 EST 2013
39 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 00:01:08 EST 2013
40 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 00:16:17 EST 2013
41 155 kB/s 1241 kb/s 1589760 B 10 s homesite Tue Oct 15 00:31:27 EST 2013
42 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 00:46:37 EST 2013
43 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:01:45 EST 2013
44 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:16:53 EST 2013
45 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:32:01 EST 2013
46 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:47:09 EST 2013
47 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:02:17 EST 2013
48 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:17:25 EST 2013
49 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:32:33 EST 2013
50 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:47:41 EST 2013
51 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 03:02:50 EST 2013
52 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 03:17:58 EST 2013
53 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 03:33:06 EST 2013

The picture roughly is that during the daytime I get poor speed performance. I made a rough graph in a spreadsheet and attached, easier on the brain than the table but you will have to find the date/time in the table.

My IP connection is listed as Hobart when using http://www.speedtest.net, a friend and I was discussing the situation tonight and he suggested doing the test. At the time of doing the speedtest.net run my own programmed run was showing 50/kb/s and the result from speedtest.net watching the graph on my incoming traffic monitor showed rather steady 200 kByte/sec. I would be very happy with that Internet connection speed, it confirms that the line is capable

Next a test from http://www.dodo.speedtest agreed with my own programmed test around 50 kBytes/s

Based on these details I think it is useless trying to look at the modem/router.

There is mud in the pipe somewhere and what surprises me is that I seem to be the only one from Tasmania that has discovered the slow speed. ???
Attachments
131016typical_internet_speed.png
Speed in graph form
131016typical_internet_speed.png (41.79 KiB) Viewed 8248 times

saadbafik
Exetel Staff
Posts: 146
Joined: Tue Feb 14, 2012 11:12 pm
Location: Sri Lanka

Re: Charged $220 incorrect call out fee.

Post by saadbafik » Wed Oct 16, 2013 4:31 am

seaeagle wrote:My problem has a likeness to Leon's in that I have had a good run for a number of months since last years around November with low speed problem. Like Leon I have suddenly got periods of very fluctuating speeds around 0.5 MBits but it can go lower and it can go higher. I am not sure when it started this time, as I have not been active like normal. My wife however for weeks was mentioning that her classic music radio was "buffering" a lot, since it was a Dutch station I put it down to the long distance. Whenever I did a quick Exetel speed test I found it was not too bad but did no further testing. In the end she gave up telling me.

Then a couple of weeks ago I wanted to download about 1.6 Giga Byte Linux ISO file from Internrode in Melbourne. It was going to take hours, about 7 or 8 certainly not the less than 1 hour I normally would get by pulling bot our phones out ( roughly doubles my speed to 320 kBytes/s, with one phone connected it is normally around the 160 kBytes/s) I realised then that there really is something wrong.

Ok let us get some facts down too:

------------------------------------------------------------

D-Link DSL-G604T Modem/router, from inside:

ADSL status shows the ADSL physical layer status.

Code: Select all

ADSL Firmware Version: 	6.00.01.00 - 6.00.01.00 - 6.00.04.00 Annex A - 01.07.2b - 0.54
ADSL Software Version: 	V3.02B01T01.AU.20090415
Line State 		Connected
Modulation 		ADSL_G.dmt
Annex Mode 		Annex A
Max Tx Power 		-38 dBm/Hz
 
Item 		        Downstream 		Upstream 	Unit
SNR Margin		        6		        23		dB
Line Attenuation	        54		31		        dB
Data Rate		       3104		384		kbps
This looks fine for my location
------------------------------------------------------------

I will pre-empt with saying that during the night roughly from Midnight to 8 in the morning this line with one phone plugged in is happy to do 190 kBytes/s for hours on end. A typical test run, just downloading a 1.5 MByte file from my own Exetel Account every 15 minutes would look like this:

1 103 kB/s 827 kb/s 1589760 B 15 s homesite Mon Oct 14 14:17:40 EST 2013
2 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 14:32:59 EST 2013
3 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 14:48:09 EST 2013
4 141 kB/s 1128 kb/s 1589760 B 11 s homesite Mon Oct 14 15:03:20 EST 2013
5 110 kB/s 886 kb/s 1589760 B 14 s homesite Mon Oct 14 15:18:34 EST 2013
6 141 kB/s 1128 kb/s 1589760 B 11 s homesite Mon Oct 14 15:33:45 EST 2013
7 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 15:48:53 EST 2013
8 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 16:04:03 EST 2013
9 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 16:19:11 EST 2013
10 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 16:34:21 EST 2013
11 62 kB/s 496 kb/s 1589760 B 25 s homesite Mon Oct 14 16:49:47 EST 2013
12 64 kB/s 517 kb/s 1589760 B 24 s homesite Mon Oct 14 17:05:11 EST 2013
13 62 kB/s 496 kb/s 1589760 B 25 s homesite Mon Oct 14 17:20:36 EST 2013
14 103 kB/s 827 kb/s 1589760 B 15 s homesite Mon Oct 14 17:35:51 EST 2013
15 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 17:51:20 EST 2013
16 91 kB/s 730 kb/s 1589760 B 17 s homesite Mon Oct 14 18:06:37 EST 2013
17 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 18:22:06 EST 2013
18 119 kB/s 955 kb/s 1589760 B 13 s homesite Mon Oct 14 18:37:19 EST 2013
19 48 kB/s 388 kb/s 1589760 B 32 s homesite Mon Oct 14 18:52:51 EST 2013
20 70 kB/s 564 kb/s 1589760 B 22 s homesite Mon Oct 14 19:08:13 EST 2013
21 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 19:23:32 EST 2013
22 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 19:38:51 EST 2013
23 55 kB/s 443 kb/s 1589760 B 28 s homesite Mon Oct 14 19:54:19 EST 2013
24 53 kB/s 428 kb/s 1589760 B 29 s homesite Mon Oct 14 20:09:48 EST 2013
25 44 kB/s 354 kb/s 1589760 B 35 s homesite Mon Oct 14 20:25:23 EST 2013
26 41 kB/s 335 kb/s 1589760 B 37 s homesite Mon Oct 14 20:41:00 EST 2013
27 45 kB/s 365 kb/s 1589760 B 34 s homesite Mon Oct 14 20:56:34 EST 2013
28 37 kB/s 302 kb/s 1589760 B 41 s homesite Mon Oct 14 21:12:15 EST 2013
29 32 kB/s 258 kb/s 1589760 B 48 s homesite Mon Oct 14 21:28:03 EST 2013
30 33 kB/s 269 kb/s 1589760 B 46 s homesite Mon Oct 14 21:43:49 EST 2013
31 64 kB/s 517 kb/s 1589760 B 24 s homesite Mon Oct 14 21:59:13 EST 2013
32 77 kB/s 620 kb/s 1589760 B 20 s homesite Mon Oct 14 22:14:33 EST 2013
33 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 22:29:52 EST 2013
34 155 kB/s 1241 kb/s 1589760 B 10 s homesite Mon Oct 14 22:45:02 EST 2013
35 110 kB/s 886 kb/s 1589760 B 14 s homesite Mon Oct 14 23:00:16 EST 2013
36 81 kB/s 653 kb/s 1589760 B 19 s homesite Mon Oct 14 23:15:35 EST 2013
37 91 kB/s 730 kb/s 1589760 B 17 s homesite Mon Oct 14 23:30:52 EST 2013
38 194 kB/s 1552 kb/s 1589760 B 8 s homesite Mon Oct 14 23:46:00 EST 2013
39 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 00:01:08 EST 2013
40 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 00:16:17 EST 2013
41 155 kB/s 1241 kb/s 1589760 B 10 s homesite Tue Oct 15 00:31:27 EST 2013
42 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 00:46:37 EST 2013
43 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:01:45 EST 2013
44 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:16:53 EST 2013
45 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:32:01 EST 2013
46 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 01:47:09 EST 2013
47 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:02:17 EST 2013
48 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:17:25 EST 2013
49 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:32:33 EST 2013
50 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 02:47:41 EST 2013
51 172 kB/s 1379 kb/s 1589760 B 9 s homesite Tue Oct 15 03:02:50 EST 2013
52 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 03:17:58 EST 2013
53 194 kB/s 1552 kb/s 1589760 B 8 s homesite Tue Oct 15 03:33:06 EST 2013

The picture roughly is that during the daytime I get poor speed performance. I made a rough graph in a spreadsheet and attached, easier on the brain than the table but you will have to find the date/time in the table.

My IP connection is listed as Hobart when using http://www.speedtest.net, a friend and I was discussing the situation tonight and he suggested doing the test. At the time of doing the speedtest.net run my own programmed run was showing 50/kb/s and the result from speedtest.net watching the graph on my incoming traffic monitor showed rather steady 200 kByte/sec. I would be very happy with that Internet connection speed, it confirms that the line is capable

Next a test from http://www.dodo.speedtest agreed with my own programmed test around 50 kBytes/s

Based on these details I think it is useless trying to look at the modem/router.

There is mud in the pipe somewhere and what surprises me is that I seem to be the only one from Tasmania that has discovered the slow speed. ???

Hi

I have sent you an e-mail requesting you to complete some basic tests, please complete the tests and reply back with the results.

Your reference : 7213844

thomashouseman
Posts: 750
Joined: Thu Mar 18, 2004 12:06 pm
Location: Toongabbie
Contact:

Re: Charged $220 incorrect call out fee.

Post by thomashouseman » Wed Oct 16, 2013 5:23 am

If it's just peak times in the evening, then it's probably just Optus underprovisioning their local exchange, give it 6 months to a year and they'll probably have it fixed by then. I suspect Exetel are restricted in what they're allowed to say about this.

T.

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Charged $220 incorrect call out fee.

Post by Dazzled » Wed Oct 16, 2013 7:20 am

Seaeagle, your line has high attenuation, but when you observe a speed drop that correlates to peak usage time, say from schoolkids getting home to about midnight, it is possible that the carrier's DSLAM & backhaul system is queuing packets between you and Exetel. In other words, for part of the transit time a data packet isn't moving. Since the whole exchange is affected randomly, this can show up as large variance in the ping time to Exetel (don't ping any further away). Try charting pings to one of the Exetel web or DNS servers.

Saadbafik will look at the line state for you.

seaeagle
Posts: 112
Joined: Mon Nov 05, 2012 3:30 pm
Location: Burnie

Re: Charged $220 incorrect call out fee.

Post by seaeagle » Wed Oct 16, 2013 12:37 pm

saadbafik
Received your email, will get back to you when I can do the test during a poor time. If you look at my Exetel spped test at approximately 8:30 am this morning there were 4 runs with very acceptable speeds for my line. As soon as I looked at my own logging this morning I can see that I am not having the normal deterioration so far. (Did you do something?)

thomashouseman
I was on the receiving end of the Optus problem last year.

Dazzled
I am aware of the attenuation on the line, but at the same time I also know what the line can do. The line capability has always been at the front queue of possible problems because of the attenuation and is always the first suspect. However I am going to do something about having my own line analysis available as well. I will look at ping but my thinking is simple, if I can not download a 1.5 MB file from my own account with Exetel at more than dial up speed I really can't justify a premium ADSL account. I am not adverse to slower speeds now and then, within shorter periods but not on a daily basis at premium ADSL cost.

General:
A new Exetel customer next door to me, on the lowest entry for internet only will pay almost half of what I pay and as I understand 100GB of download against my 15GB peek, 100GB?? off peek, which I am not complaining about as I am prepared to time shift downloads if need be.

stevecJ
Forum Admin
Posts: 1041
Joined: Wed Jan 06, 2010 9:48 am

Re: Charged $220 incorrect call out fee.

Post by stevecJ » Wed Oct 16, 2013 12:51 pm

seaeagle wrote:saadbafik
Received your email, will get back to you when I can do the test during a poor time. If you look at my Exetel spped test at approximately 8:30 am this morning there were 4 runs with very acceptable speeds for my line. As soon as I looked at my own logging this morning I can see that I am not having the normal deterioration so far. (Did you do something?)
Hi,

It appears that no changers were done to the connection. :roll:

Please monitor the connection further and if the issue persist, feel free to reply the email with requested details so that we could proceed with the escalation.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

seaeagle
Posts: 112
Joined: Mon Nov 05, 2012 3:30 pm
Location: Burnie

Re: Charged $220 incorrect call out fee.

Post by seaeagle » Wed Oct 16, 2013 1:36 pm

Problem just started again, I have to go for some hours but will start testing when I get back and email results.

Post Reply