NSW outage

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
Mattd
Posts: 9
Joined: Thu Nov 13, 2014 11:50 pm
Location: Australia

Re: NSW outage

Post by Mattd » Mon Feb 02, 2015 9:51 pm

Ah this is what is just happening to me for the last hour as well, in Waratah West NSW

machine
Posts: 164
Joined: Wed Sep 01, 2004 10:57 am
Location: Wollongong

Re: NSW outage

Post by machine » Mon Feb 02, 2015 10:47 pm

Optarse equipment has failed AGAIN and Exetel are carrying on (on the phone) like they know nothing about it.

Need more people to phone Exetel and report the problem otherwise Exetel will be 12 hours escallating it to the supplier( like the did the end of last week)

This is hopeless!

linarms
Posts: 31
Joined: Wed Apr 27, 2005 10:43 am

Re: NSW outage

Post by linarms » Mon Feb 02, 2015 11:05 pm

Painfully obvious from the residential ADSL support phone queue that this is a carbon copy of last week's outage (authentication failures here in Cardiff, too). No official update anywhere--do proper Exetel techs work after hours, or do they only make common-sense escalations during business hours? Extremely unimpressed.

machine
Posts: 164
Joined: Wed Sep 01, 2004 10:57 am
Location: Wollongong

Re: NSW outage

Post by machine » Mon Feb 02, 2015 11:23 pm

linarms wrote:Painfully obvious from the residential ADSL support phone queue that this is a carbon copy of last week's outage (authentication failures here in Cardiff, too). No official update anywhere--do proper Exetel techs work after hours, or do they only make common-sense escalations during business hours? Extremely unimpressed.
Yeah, it's obvious to everyone EXCEPT EXETEL, that there is another problem with authenticating.

I just waited on the phone for 45mins to let them know that the authentication problem had returned and they are so stubbon that they will most likely wait for over 12 hours (like they did on the 30/01/2015) before putting any announcements on the forum or the help line.

AND, they will not escallate the problem till the outage is reported by all and sundry.

I think Exetel works on the prermise that "if we don't do anything the problem might just go away"

What happened to Exetel's "NO BULLSHIT POLICY":

KavindaS
Forum Admin
Posts: 2506
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: NSW outage

Post by KavindaS » Tue Feb 03, 2015 12:08 am

machine wrote:Down in Figtree(Wollongong) AGAIN as at 9.30pm Monday 02/02/2014 Authentication failure
Pm me your service number if the issue persisting for further check on this.

machine
Posts: 164
Joined: Wed Sep 01, 2004 10:57 am
Location: Wollongong

Re: NSW outage

Post by machine » Tue Feb 03, 2015 12:20 am

KavindaS wrote:
machine wrote:Down in Figtree(Wollongong) AGAIN as at 9.30pm Monday 02/02/2014 Authentication failure
Pm me your service number if the issue persisting for further check on this.
So, hasn't it already been escalated after me waiting on the exetel help line for over forty minutes(due to 28 people on the helpdesk queue) at 10.00pm 2/02/2015.

The exetel helpdesk did a line check 10.10pm 2/02/2015, and said the problem would be reported to the supplier.

The "left hand doesn't know what the right hand is doing" pops into my mind. lol

Shukri
Exetel Staff
Posts: 284
Joined: Thu Sep 19, 2013 9:20 am
Location: Sydney

Re: NSW outage

Post by Shukri » Tue Feb 03, 2015 3:10 am

Could you please PM your service number in order for us to provide an update?

jimbob
Posts: 14
Joined: Tue Sep 16, 2008 9:00 pm
Location: Wollongong, NSW

Re: NSW outage

Post by jimbob » Tue Feb 03, 2015 6:46 am

I have had no Internet in West Wollongong since about 10pm last night, but I'm not even getting a DSL sync.

Shukri
Exetel Staff
Posts: 284
Joined: Thu Sep 19, 2013 9:20 am
Location: Sydney

Re: NSW outage

Post by Shukri » Tue Feb 03, 2015 7:58 am

Please PM your service details or email us to investigate the issue further.

linarms
Posts: 31
Joined: Wed Apr 27, 2005 10:43 am

Re: NSW outage

Post by linarms » Wed Feb 04, 2015 9:07 pm

Third subsequent evening of this issue recurring.

My line became unstable at 1935 hours. Since then has come up for a few brief connections (longest 11 minutes) but mostly stays disconnected. Error in the meantime is the same authentication error.

Line number is 0249542083. (Happy for it to be public.)

I've opened a ticket previously and been fobbed off with "sorry about this outage, our supplier has fixed it now." The frequency of this ongoing instability, and the lack of open communication about what's causing it, is starting to interfere with my confidence in Exetel (not to mention my productivity).

Please investigate and provide a sufficiently detailed answer on what's causing the problem ASAP!

Lavec
Posts: 22
Joined: Tue Mar 25, 2008 1:00 pm
Location: Newcastle

Re: NSW outage

Post by Lavec » Wed Feb 04, 2015 10:22 pm

Like a lot of people I have been experiencing drop outs for a couple of, maybe three, weeks now. I've been online and noticed I'm not alone and there is a general maintenance announcement about it so I have not bothered to raise a ticket.

My patience is running thin though. Tonight it's worse than ever and I get cut off every 20-30 minutes. Before tonight it was a few times a day.

Please Exetel provide some feedback. What is going on?

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

Re: NSW outage

Post by ShaminG » Wed Feb 04, 2015 11:02 pm

Since the maintenance yesterday afternoon issue appears to be fixed, but we were monitoring the status. Since you are still experiencing disconnections, I have reported this with our network team.

We will update the thread as and when further information is available.

linarms
Posts: 31
Joined: Wed Apr 27, 2005 10:43 am

Re: NSW outage

Post by linarms » Thu Feb 05, 2015 9:52 pm

ShaminG wrote:Since the maintenance yesterday afternoon issue appears to be fixed, but we were monitoring the status. Since you are still experiencing disconnections, I have reported this with our network team.

We will update the thread as and when further information is available.
Nearly 24 hours later, what have you discovered?

I had a period of dropped connections around 12:30pm today and again just now.

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

Re: NSW outage

Post by ShaminG » Thu Feb 05, 2015 10:00 pm

linarms wrote:Nearly 24 hours later, what have you discovered?

I had a period of dropped connections around 12:30pm today and again just now.
I could see about 3 dropouts around 12.30 and a recent disconnection. Our network team is working on this matter.

u9026a
Posts: 47
Joined: Tue Aug 31, 2004 6:29 pm

Re: NSW outage

Post by u9026a » Sun Feb 15, 2015 9:54 pm

Not sure if this issue has been resolved? Since the unplanned outage which affected the whole of NSW on 28th/29th Jan 2015 I have been experiencing several mini-outages every day or so. They might only last a few seconds or a minute or so, but the error message is the same as for the original problem (no DNS).

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