@Exetel - Fault Not Fixed Yet

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
evansm
Posts: 28
Joined: Mon Apr 14, 2008 7:02 am
Location: Sydney

Re: @Exetel - Fault Not Fixed Yet

Post by evansm » Sun Sep 21, 2014 9:08 pm

Hi ShaminG

I was hopeful that after the 14 day total outage of my internet connection It appears that the speed issues are still a problem....This evening the Internet was fine but sudden extreme slowdown at around 8:30-8:45pm - reset router and no different.....Cannot openi

This has been an ongoing issue for over a year! I guess it is never going to be fixed....

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: @Exetel - Fault Not Fixed Yet

Post by angelos » Mon Sep 22, 2014 2:07 am

evansm wrote:Hi ShaminG

I was hopeful that after the 14 day total outage of my internet connection It appears that the speed issues are still a problem....This evening the Internet was fine but sudden extreme slowdown at around 8:30-8:45pm - reset router and no different.....Cannot openi

This has been an ongoing issue for over a year! I guess it is never going to be fixed....
Does this continue for a long period of time when the service slows down and does it happen at a specific time of day, everyday?

evansm
Posts: 28
Joined: Mon Apr 14, 2008 7:02 am
Location: Sydney

Re: @Exetel - Fault Not Fixed Yet

Post by evansm » Mon Sep 22, 2014 7:46 am

Does this continue for a long period of time when the service slows down and does it happen at a specific time of day, everyday?
This is the 1st occurrence of these slow speeds since the internet connection has been back up. I have just done speed tests this morning and everything is back to normal. last night between approx. 8:30pm and 10:30pm there were problems but I cannot say when the speed increased. You can see test results at http://testmy.net/compID/106106466953 I did email Theje regarding this...some tests when the service was giving problems:-

https://forum.exetel.com.au/ - Opens fast – no problems

http://www.smh.com.au/ / http://www.news.com.au/ - Opens fast – no problems

http://www.theguardian.com/au – slow to open

https://www.google.com.au/maps – hangs on opening page – too slow

http://www.ebay.com.au – opens but slow to search

http://www.dailymotion.com – opens but hanging streaming video

https://www.youtube.com – slow to open appears to be caching video ok..

http://www.speedtest.net/ - Ping 32ms, Download Speed 1.12Mbps, Upload Speed 0.64Mbps



http://www.ozspeedtest.com/bandwidth-te ... s/31462122

Test run on 21/09/2014 @ 10:46 PM

Mirror: Exetel
Data: 2 MB
Test Time: 10.01 secs

Your line speed is 1.32 Mbps (1322 kbps).
Your download speed is 165 KB/s (0.16 MB/s).


http://testmy.net

Download :: 11 Kbps 1 kB/s Upload :: 123 Kbps 15 kB/s

You might have a problem...
Your connection scored only 1% of the Exetel average (99% slower). This does not always mean that you're in bad shape. If the Internet package you subscribe to is slower than most people using your ISP you will get this message

If this issue is not related to throttling then why would exetel's own sites be fine, yet other sites unbearably slow. I called again to check if there were any known errors and was advised there are not! We have established there is definitely no line fault, the suppliers provisioning issues have been resolved but the ongoing speed issues have not….

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: @Exetel - Fault Not Fixed Yet

Post by ShaminG » Mon Sep 22, 2014 7:39 pm

evansm wrote: I called again to check if there were any known errors and was advised there are not! We have established there is definitely no line fault, the suppliers provisioning issues have been resolved but the ongoing speed issues have no
Could you please conduct few speed tests via http://speedtest.nsw.exetel.com.au/ and post the results so we can have this investigated further. Try the test both in the morning and afternoon and update us with the results.

evansm
Posts: 28
Joined: Mon Apr 14, 2008 7:02 am
Location: Sydney

Re: @Exetel - Fault Not Fixed Yet

Post by evansm » Tue Sep 23, 2014 6:24 pm

ShaminG wrote:
evansm wrote: I called again to check if there were any known errors and was advised there are not! We have established there is definitely no line fault, the suppliers provisioning issues have been resolved but the ongoing speed issues have no
Could you please conduct few speed tests via http://speedtest.nsw.exetel.com.au/ and post the results so we can have this investigated further. Try the test both in the morning and afternoon and update us with the results.
As per my emails to Theje I have been running tests from another site which allowed me to run automatic tests every 15mins...you can see a log of all activity here:

http://testmy.net/compID/106106466953

NOTE: Ensure that you change the amount of results to show to max and you will see the speed tests over an extended period

Ironically my connection is currently so slow I can't see all the results as it hangs opening the page, yet I can open the same page in a few seconds on my phone! :oops: ....You will notice that the speeds are fine during the daytime, however from the afternoon until after midnight they slow down...

As mentioned before this has been ongoing for over 12 months... I was advised a couple of months ago it is a supplier issue with no ETA on a fix and given a half month refund for my troubles...

evansm
Posts: 28
Joined: Mon Apr 14, 2008 7:02 am
Location: Sydney

Re: @Exetel - Fault Not Fixed Yet

Post by evansm » Tue Sep 23, 2014 7:13 pm

I've actually started a new thread related directly to all speed issues and am urging anyone having issues to post the results there - ideally using ongoing speed tests from the web site http://testmy.net/ as that site allows automatic speed testing every 15 mins and logs it all so it can be accessed as a table with a graph giving a clear indication of speed changes throughout the day....

If you are willing to help build a case I posted the details in the thread as below:-

viewtopic.php?f=284&t=41348

Thanks.....

thefox
Posts: 10
Joined: Sat Apr 26, 2014 7:30 pm
Location: Plympton 5038

Re: @Exetel - Fault Not Fixed Yet

Post by thefox » Tue Sep 23, 2014 9:54 pm

Meanwhile, my issue continues. 14 days with no service and atrocious customer service and buck-passing excuses. I understand that technical issues outside of your control happen, but I pay you, Exetel, and I expect you to treat me as a valued customer and not a stupid, ignorant, unimportant cash cow. You tell me this is now a priority, but you have been telling me this for days. I know enough about your industry to see BS. 14 days to fix a porting issue? As a priority? Yeah, right.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: @Exetel - Fault Not Fixed Yet

Post by ShaminG » Tue Sep 23, 2014 10:06 pm

thefox wrote:Meanwhile, my issue continues. 14 days with no service and atrocious customer service and buck-passing excuses. I understand that technical issues outside of your control happen, but I pay you, Exetel, and I expect you to treat me as a valued customer and not a stupid, ignorant, unimportant cash cow. You tell me this is now a priority, but you have been telling me this for days. I know enough about your industry to see BS. 14 days to fix a porting issue? As a priority? Yeah, right.
Matter has already been escalated with our wholesale carrier. I have asked one of my colleagues to follow this up first thing tomorrow morning and provide you an update.

thefox
Posts: 10
Joined: Sat Apr 26, 2014 7:30 pm
Location: Plympton 5038

Re: @Exetel - Fault Not Fixed Yet

Post by thefox » Wed Sep 24, 2014 1:00 pm

ShaminG wrote:
thefox wrote:Meanwhile, my issue continues. 14 days with no service and atrocious customer service and buck-passing excuses. I understand that technical issues outside of your control happen, but I pay you, Exetel, and I expect you to treat me as a valued customer and not a stupid, ignorant, unimportant cash cow. You tell me this is now a priority, but you have been telling me this for days. I know enough about your industry to see BS. 14 days to fix a porting issue? As a priority? Yeah, right.
Matter has already been escalated with our wholesale carrier. I have asked one of my colleagues to follow this up first thing tomorrow morning and provide you an update.
Thank you for your reply.

It is now 12.25pm Adelaide time and as yet no contact from Exetel. So I will repeat here what I have told your complaints department.

I have also escalated this issue. The deadline is COB today, Adelaide time, to have my service restored and working as it was at the time of disconnection.

thejeg

Re: @Exetel - Fault Not Fixed Yet

Post by thejeg » Wed Sep 24, 2014 5:09 pm

thefox wrote:
ShaminG wrote:
thefox wrote:Meanwhile, my issue continues. 14 days with no service and atrocious customer service and buck-passing excuses. I understand that technical issues outside of your control happen, but I pay you, Exetel, and I expect you to treat me as a valued customer and not a stupid, ignorant, unimportant cash cow. You tell me this is now a priority, but you have been telling me this for days. I know enough about your industry to see BS. 14 days to fix a porting issue? As a priority? Yeah, right.
Matter has already been escalated with our wholesale carrier. I have asked one of my colleagues to follow this up first thing tomorrow morning and provide you an update.
Thank you for your reply.

It is now 12.25pm Adelaide time and as yet no contact from Exetel. So I will repeat here what I have told your complaints department.

I have also escalated this issue. The deadline is COB today, Adelaide time, to have my service restored and working as it was at the time of disconnection.
Unfortunately this one will not be resolved today as it required a technician to attend to fix the jumper at the exchange. The commitment has been set for the 25/09 COB.

This being said, we are still following this case with our supplier to see if there is a slightest chance that we can get this prioritized.

thefox
Posts: 10
Joined: Sat Apr 26, 2014 7:30 pm
Location: Plympton 5038

Re: @Exetel - Fault Not Fixed Yet

Post by thefox » Wed Sep 24, 2014 7:06 pm

"Unfortunately this one will not be resolved today as it required a technician to attend to fix the jumper at the exchange. The commitment has been set for the 25/09 COB."

Thanks for the update thejeg.

This commitment means my service will be back on by COB 25/9 - or just that the jumper will be fixed by then?

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: @Exetel - Fault Not Fixed Yet

Post by ShaminG » Wed Sep 24, 2014 8:00 pm

thefox wrote:This commitment means my service will be back on by COB 25/9 - or just that the jumper will be fixed by then?
If everything goes as expected, you service should be working by close of business tomorrow.

thefox
Posts: 10
Joined: Sat Apr 26, 2014 7:30 pm
Location: Plympton 5038

Re: @Exetel - Fault Not Fixed Yet

Post by thefox » Tue Sep 30, 2014 3:05 pm

Restored service, finally. However, due to the ridiculous amount of time it's taken (considering that this was a cockup by the wholesaler), extremely poor customer service and zero personalised updates until well into the 2nd week, and considerable alternative phone and data charges, I have to leave you. I will expect no early exit charge - consider it compensation. :|

KavindaS
Exetel Staff
Posts: 2592
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: @Exetel - Fault Not Fixed Yet

Post by KavindaS » Tue Sep 30, 2014 6:06 pm

thefox wrote:Restored service, finally. However, due to the ridiculous amount of time it's taken (considering that this was a cockup by the wholesaler), extremely poor customer service and zero personalised updates until well into the 2nd week, and considerable alternative phone and data charges, I have to leave you. I will expect no early exit charge - consider it compensation. :|
Apologies for the inconvenience caused. I have already informed to the relevant department and tey will get in touch with you. Glad to hear the issue is fixed finally.

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