reporting outages

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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Zebee
Posts: 14
Joined: Sat Apr 16, 2005 6:29 am

reporting outages

Post by Zebee » Tue Jul 02, 2019 3:17 pm

I note this in the terms and conditions

Exetel will provide a 24 hour fault reporting service for the
Customer to report faults. Before the Customer reports a
fault to Exetel, the Customer must take all reasonable steps
to ensure that the fault is not caused by any equipment
that is not Exetel owned equipment.

That 24 hours reporting number 9927 1000 has not been available for years. So what is the current 24 hours reporting method?

Zebee

James
Exetel Staff
Posts: 1993
Joined: Mon May 09, 2005 10:27 pm

Re: reporting outages

Post by James » Tue Jul 02, 2019 4:34 pm

Where are you looking?

You can report residential faults 24/7 by emailing residentialsupport@exetel.com.au

There are numbers to call for our corporate customers

Zebee
Posts: 14
Joined: Sat Apr 16, 2005 6:29 am

Re: reporting outages

Post by Zebee » Tue Jul 02, 2019 5:12 pm

That was the Exetel residential ADSL terms and conditions.

Tell me... how is someone who has no internet supposed to email?

I know I didn't sign anything that said "I agree I will have other internet connections in case Exetel breaks my Exetel connection".

If email is all there is then that seems to be very much a letter of the law thing and maybe not even that.

James
Exetel Staff
Posts: 1993
Joined: Mon May 09, 2005 10:27 pm

Re: reporting outages

Post by James » Tue Jul 02, 2019 5:28 pm

Which document? I can’t find that old one on our website, and that number ceased when we moved offices in 2010.

Lodge a fault via a smart phone?

James
Exetel Staff
Posts: 1993
Joined: Mon May 09, 2005 10:27 pm

Re: reporting outages

Post by James » Tue Jul 02, 2019 7:04 pm


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