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No response from support

Posted: Sun Nov 06, 2016 7:07 pm
by cuttsy
I used the Helpdesk on 2nd November to report ADSL problems, mainly a huge speed reduction.

My speed went from 6Mbps to less than 1Mbps last Wednesday 2nd.

I have reset and rebooted the router, changed the filter, disconnected devices all to no avail.

Now my phone line with Exetel has heaps of static.

To date, I have had NO RESPONSE from Exetel in 4 DAYS.

What is going on??????

Please help, Ross

Re: No response from support

Posted: Mon Nov 07, 2016 12:00 am
by michaeld
cuttsy wrote:I used the Helpdesk on 2nd November to report ADSL problems, mainly a huge speed reduction.

My speed went from 6Mbps to less than 1Mbps last Wednesday 2nd.

I have reset and rebooted the router, changed the filter, disconnected devices all to no avail.

Now my phone line with Exetel has heaps of static.

To date, I have had NO RESPONSE from Exetel in 4 DAYS.

What is going on??????

Please help, Ross
Hi Rose,

We sincerely apologize for the inconvenience caused to you.

We could not find any Helpdesk ticket for your service issue, however i have dropped an email to the nominated email address.

Your reference number for this issue is 10906986.

Please reply to this so we can proceed with investigation.

Re: No response from support

Posted: Sun Nov 13, 2016 12:31 am
by GaryG
I'm in a similar situation with no response from Exetel since lodging a ticket on 27 October.

I did do an update through the online system and when that didn't get any response, I ended up ringing and being told there was a problem with the DNS and to use Google's DNS in my modem.

I see the post about the unplanned outage in Multiple Suburbs, VIC now being over and thought that might be applicable but changing back to auto assigned DNS and rebooting my modem has still left me with problems.

And still no contact from Exetel Support.

It would be great to hear something and know what is happening to my service as currently I am being left in the dark and not happy.

My ticket number is 10873615

Re: No response from support

Posted: Sun Nov 13, 2016 4:08 pm
by Shukri

to use Google's DNS in my modem.

changing back to auto assigned DNS and rebooting my modem has still left me with problems.
Do you mean the service works fine with the Google DNS and it fails with our DNS servers on your modem? Did you try configuring the Exetel DNS servers in manual mode?

Re: No response from support

Posted: Sun Nov 13, 2016 4:46 pm
by GaryG
Shukri wrote:

to use Google's DNS in my modem.

changing back to auto assigned DNS and rebooting my modem has still left me with problems.
Do you mean the service works fine with the Google DNS and it fails with our DNS servers on your modem? Did you try configuring the Exetel DNS servers in manual mode?
Yes that's what I meant - worked with Google DNS but not yours.

And yes I did try manually setting before and it failed if I didn't have at least one Google DNS included.

I haven't tried this time to do that so I will try that now.

And also just to be clear for everyone reading the problems I have had meant some websites didn't connect not all.

One final point, no one has suggested I try what you just did but as I say, a major part of my post is not just to sort the problem but to say the level of support has been miserable. Surely lodging a ticket should be enough to get a response without doing this as well?

Re: No response from support

Posted: Sun Nov 13, 2016 5:15 pm
by GaryG
Just changed the modem settings to manually use Exetel's DNS of 220.233.0.4 and 220.233.0.3 and rebooted.

So far it seems fine with that change and all websites I have tried are fine.

Fingers crossed.

Hopefully that just leaves the remaining issue of support services and poor response times.

Re: No response from support

Posted: Mon Nov 14, 2016 2:42 pm
by KavindaS
GaryG wrote:Just changed the modem settings to manually use Exetel's DNS of 220.233.0.4 and 220.233.0.3 and rebooted.

So far it seems fine with that change and all websites I have tried are fine.

Fingers crossed.

Hopefully that just leaves the remaining issue of support services and poor response times.
Hi Gary,

Leave the Exetel DNS as it is and continue the service. Hopefully it will continue the service fine. We apologies for the inconvenience may have caused by this.

Re: No response from support

Posted: Mon Nov 14, 2016 8:57 pm
by GaryG
KavindaS wrote:
GaryG wrote:Just changed the modem settings to manually use Exetel's DNS of 220.233.0.4 and 220.233.0.3 and rebooted.

So far it seems fine with that change and all websites I have tried are fine.

Fingers crossed.

Hopefully that just leaves the remaining issue of support services and poor response times.
Hi Gary,

Leave the Exetel DNS as it is and continue the service. Hopefully it will continue the service fine. We apologies for the inconvenience may have caused by this.
Thanks, I will do.