Outage or Possible service issue

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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carl82
Posts: 29
Joined: Sun Apr 04, 2004 4:58 pm
Contact:

Outage or Possible service issue

Post by carl82 » Fri May 31, 2019 7:47 pm

Hi,
i was trying to log a support ticket but my credentials are not accepted, and i cannot send a recovery password to my email ("The email address you provided is not registered").

i noticed the CD and DATA lights on the modem eventually go on solid, but there is no internet, and i do not have a PPP IP (my wan IP)
i do notice the following in the DSL Status section:

PVC0 PPPoE -- --

DSL Status: Showtime
DSL Modulation Mode: ADSL2
Downstream Rate: 4846 Kbps
Upstream Rate: 933 Kbps
Downstream Noise Margin: 5.8db
Upstream Noise Margin: 6.5db
Downstream Line Attenuation: 49.0
Upstream Line Attenuation: 32.6
Downstream Transmit Power: 18.7
Upstream Transmit Power: 12.1

i tried two modems that i know are working with the same result, i can confirm Dial Tone when connecting an old telstra PSTN phone to the line with no obvious signs to report.

if some one from exetel could reply and help get my service back up that would be great.

thanks
Carl

HimaJ
Exetel Staff
Posts: 208
Joined: Mon Feb 09, 2015 8:15 pm
Location: Sydney

Re: Outage or Possible service issue

Post by HimaJ » Fri May 31, 2019 10:39 pm

Hi Carl,

Thank you for the forum post.

We could not find any service under the IP address. In case of you have any Exetel ticket reference number please provide us via this thread where we can look into the matter urgently.

If not please drop us an email with with service number in the subject line to residentialsupport@exetel.com.au

Exetel apologies for the inconvenience may have caused by this.

carl82
Posts: 29
Joined: Sun Apr 04, 2004 4:58 pm
Contact:

Re: Outage or Possible service issue

Post by carl82 » Sat Jun 01, 2019 9:06 am

Hi Himaj, ticket number is: 15210563#

"We could not find any service under the IP address." that is a bit scary, since it is most definitely active at least to me and my bills.

i also have another service, at my house which is an nbn service. both are active in my member portal as well.

i am able to pm you my wan ip if you need that.

thanks
carl

rehanj
Exetel Staff
Posts: 553
Joined: Wed Jun 17, 2015 10:26 am
Location: Colombo

Re: Outage or Possible service issue

Post by rehanj » Sat Jun 01, 2019 5:22 pm

carl82 wrote:
Sat Jun 01, 2019 9:06 am
Hi Himaj, ticket number is: 15210563#

"We could not find any service under the IP address." that is a bit scary, since it is most definitely active at least to me and my bills.

i also have another service, at my house which is an nbn service. both are active in my member portal as well.

i am able to pm you my wan ip if you need that.

thanks
carl
Thanks for providing us with that information. A reply has been sent to you via the same email thread, please be kind enough to review the email and let us know if any further information is required.

carl82
Posts: 29
Joined: Sun Apr 04, 2004 4:58 pm
Contact:

Re: Outage or Possible service issue

Post by carl82 » Sat Jun 01, 2019 9:56 pm

Thankyou for that,

email reply sent and outage to the area noted.

lets see what the issue was that caused it hopefully soon

kavindip
Exetel Staff
Posts: 121
Joined: Wed Nov 07, 2018 6:05 pm

Re: Outage or Possible service issue

Post by kavindip » Sat Jun 01, 2019 10:50 pm

carl82 wrote:
Sat Jun 01, 2019 9:56 pm
Thankyou for that,

email reply sent and outage to the area noted.

lets see what the issue was that caused it hopefully soon
Please note that we have responded to your email with regard to your last query.

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