No ASDL2 connection since 31/03 at Rooty Hill

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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rdelrosario
Posts: 1
Joined: Wed Apr 01, 2020 10:57 am

No ASDL2 connection since 31/03 at Rooty Hill

Post by rdelrosario » Thu Apr 09, 2020 9:33 pm

Our connection has been out since 31/03. Reference no 17024511. No advice
when our connection will be made. We need connection for working from
home. Please ASAP. We are paying for services that we are not getting.

KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: No ASDL2 connection since 31/03 at Rooty Hill

Post by KavindaS » Fri Apr 10, 2020 1:55 pm

rdelrosario wrote:
Thu Apr 09, 2020 9:33 pm
Our connection has been out since 31/03. Reference no 17024511. No advice
when our connection will be made. We need connection for working from
home. Please ASAP. We are paying for services that we are not getting.
We’ve been advised that your reported service issue is due to an unplanned service outage that is ongoing. Further investigation is underway to identify and resolve the issue. We have escalated this further to get the estimated time of resolution and we will provide you the feedback, as soon as we have received from the wholesale supplier.

davide
Posts: 12
Joined: Mon Aug 21, 2006 8:01 pm

Re: No ASDL2 connection since 31/03 at Rooty Hill

Post by davide » Sat Apr 11, 2020 12:23 pm

Yeah am nearby, pretty bad.

Line Rate - Upstream (Kbps) 544
Line Rate - Downstream (Kbps) 1480

The only thing keeping me here is the promise of NBN in the next month or so. As an ADSL service it just isn't good enough.

KasunW
Exetel Staff
Posts: 232
Joined: Fri Jun 07, 2019 6:03 pm

Re: No ASDL2 connection since 31/03 at Rooty Hill

Post by KasunW » Mon Apr 13, 2020 6:21 pm

davide wrote:
Sat Apr 11, 2020 12:23 pm
Yeah am nearby, pretty bad.

Line Rate - Upstream (Kbps) 544
Line Rate - Downstream (Kbps) 1480

The only thing keeping me here is the promise of NBN in the next month or so. As an ADSL service it just isn't good enough.
We checked on your service and was able to detect that the sync rates have been improved to 5.8kbps. As so we assume the issue no longer persists.

davide
Posts: 12
Joined: Mon Aug 21, 2006 8:01 pm

Re: No ASDL2 connection since 31/03 at Rooty Hill

Post by davide » Mon Apr 13, 2020 7:20 pm

Yeah, is Ok for a while, then it gradually degrades.

Rebooting the modem can be a fix and/or raise a ticket when it gets really bad. I have kind of learnt to live with it, if I need real speed I just tether my mobile. I would have moved to a Wireless account but kept on thinking it is not worthwhile with modem purchase costs etc with the NBN just around the corner.

I will be a NBN customer once they finish rolling it out in Rooty Hill, guaranteed. :-)

kavindip
Exetel Staff
Posts: 490
Joined: Wed Nov 07, 2018 6:05 pm

Re: No ASDL2 connection since 31/03 at Rooty Hill

Post by kavindip » Mon Apr 13, 2020 10:02 pm

davide wrote:
Mon Apr 13, 2020 7:20 pm
Yeah, is Ok for a while, then it gradually degrades.

Rebooting the modem can be a fix and/or raise a ticket when it gets really bad. I have kind of learnt to live with it, if I need real speed I just tether my mobile. I would have moved to a Wireless account but kept on thinking it is not worthwhile with modem purchase costs etc with the NBN just around the corner.

I will be a NBN customer once they finish rolling it out in Rooty Hill, guaranteed. :-)
If you continuously keep on experiencing the same issue on the service, please let us know, so we can carry out relevant investigations regarding this matter from our end.

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