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Frustrating, constant issues forcing me towards Testra

Posted: Sat Mar 25, 2017 3:57 pm
by nickdx
Hello Exetel,

I have been going backwards and forwards for what seems like months with crackling and terrible speed, and more recently dropouts to my internet.

This is what I sent to support 3 days ago:
"I have repeatedly logged tickets with Exetel for issues with my ADSL.(If you look at your system it has been an ongoing problem) Each time it temporarily gets better and things look well.
For about two days my phone stopped crackling and ADSL started functioning and I thought finally something has been done. Alas, no the crackling has returned as well as continual ADSL dropouts.
I replaced all my equipment and even paid a technician to come out and check my phone lines. He picked up the crackling on the lead in line.

It is getting to the point where I am **SO FRUSTRATED WITH THE LACK OF RESOLUTION I AM WILLING TO LEAVE EXETEL** To illustrate the extent of my frustration:
* I am a pioneer of Exetel - customer 230, since February 2004.
* I have been here through many changes over the years yet I have stuck with Exetel.
* I am even willing to go to Telstra (what?!? That's crazy!) so I can use their cable service
* It will cost me twice as much for a basic phone/data plan.

Please, NBN won't be at my address for two years, and I've enjoyed being able to tell people I get a great deal from Exetel and would like to continue until the NBN and beyond."

You know what I got in response? The standard, please check your equipment, here is your job number. (11392723 by the way). Yes I know the drill, but you missed the point about already paying for my own technician to prove the issue was still there at the boundary?

All I am looking for is for someone to take ownership of this ongoing issue and resolve it as it will probably cost Exetel more by regularly sending technicians out. Otherwise I will need to leave - I have already spent enough, replacing my equipment twice over and paying for my own technician to check the lines.

Nicholas :cry:

Re: Frustrating, constant issues forcing me towards Testra

Posted: Sat Mar 25, 2017 7:04 pm
by HimaJ
Please be advised that we value you as a customer, therefore we need to fix your issue with a permanent solution. Therefore we have sent you an email to your nominated email address under the reference number - 11392723.

Please go through the email and please feel free to contact Exetel via the same email thread if you have any further concerns.

Exetel apologies for the inconvenience may have caused by this.

Re: Frustrating, constant issues forcing me towards Testra

Posted: Sat Mar 25, 2017 10:44 pm
by nickdx
Thank you for the e-mail Hima. That was a more appropriate response for this situation.
Will respond when appropriate for the tests you need to conduct.

Re: Frustrating, constant issues forcing me towards Testra

Posted: Sun Apr 09, 2017 4:27 pm
by nickdx
Just an update...

Initially, after my rant, I received an e-mail from Exetel, advising they would investigate with a personalised, less automated response. Seemed like they wanted to do something to help.

Unfortunately a couple of e-mails later and a week going past, I did not hear from them again.

I ended up calling and hanging on the phone until I got through so support could run tests on my line. I didn't get the support members name because my phone was crackling like crazy. But what I did get was an assurance that they would investigate the issue and resolve it for me (For some reason this man installed confidence in me that something was going to happen). After the ticket was logged again, I made sure all the issues were listed, and received immediate response that they had been duly noted. All good.

Come a couple of days later, I was advised a technician would be coming by, so I waited at home with baited breath. Picking up the phone, I could hear that squeal cablers use to locate a line. I looked out the front and found a couple of technicians playing in the pit outside my house and they advised they were searching for the fault. After the last technician did a quick fix, watching them walk up and down the street was heartening. I felt this was going to be different and it was. Didn't quite understand what they did, as I was a bit delirious at the time, but I believe my cable had an issue about 30 metres up my street and, I believe, they replaced the pair I was on (or possibly some cabling). After their fix, the line is crystal clear and my modem is syncing better than it has in years - double the rate.

I do understand that until the NBN comes around, people will continue to be bandaided as it is a waste of money fixing infrastructure that will be removed, but hopefully in cases like mine, where several attempts have been made to fix issues, Exetel pulls out all stops to get it fixed.

Hooray Exetel, thanks for doing that. I think I'll hang around for a while and hopefully move on to the NBN with you when it comes through.
Nicholas :D

Re: Frustrating, constant issues forcing me towards Testra

Posted: Sun Apr 09, 2017 4:36 pm
by HimaJ
We are happy to hear that your service issue has been fixed.

Please feel free to contact Exetel if you have any further concerns.