Major dropout info

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u9026a
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Joined: Tue Aug 31, 2004 6:29 pm

Major dropout info

Post by u9026a » Wed Jul 01, 2015 9:47 am

In Bonville, NSW yesterday we had a total failure of the NBN for an unknown time period. Then at 8AM this morning the same thing occurred. This time my NBN modem showed that my antenna was "offline", which is different from previous dropouts when all lights are on and green. All back online now.

Is this a network issue or is my NBN antenna on the way out? Working from home I can't afford to be without the NBN for a week while I wait for a replacement antenna if that is a possibility.

Is there somewhere we can at least see what has occurred, like an outage log or something?

stevecJ
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Re: Major dropout info

Post by stevecJ » Wed Jul 01, 2015 10:39 am

u9026a wrote:In Bonville, NSW yesterday we had a total failure of the NBN for an unknown time period. Then at 8AM this morning the same thing occurred. This time my NBN modem showed that my antenna was "offline", which is different from previous dropouts when all lights are on and green. All back online now.

Is this a network issue or is my NBN antenna on the way out? Working from home I can't afford to be without the NBN for a week while I wait for a replacement antenna if that is a possibility.

Is there somewhere we can at least see what has occurred, like an outage log or something?
Hi,

There were no planned/unplanned fibre outages reported yesterday in your area.

However if you could drop an email to residentialsupport@exetel.com.au with your service details, we could further look in to this.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

u9026a
Posts: 47
Joined: Tue Aug 31, 2004 6:29 pm

Re: Major dropout info

Post by u9026a » Wed Jul 01, 2015 12:04 pm

Email sent. Please note this is a fixed wireless connection.

u9026a
Posts: 47
Joined: Tue Aug 31, 2004 6:29 pm

Re: Major dropout info

Post by u9026a » Wed Jul 01, 2015 2:35 pm

So this is the response from Exetel support to my email:

"Thank you for your e-mail.

Please contact Exetel on 0280301000 / 1300788141 if you have further issues."

That's it. What's the point in emailing if this is the response?

stevecJ
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Re: Major dropout info

Post by stevecJ » Wed Jul 01, 2015 3:24 pm

u9026a wrote:So this is the response from Exetel support to my email:

"Thank you for your e-mail.

Please contact Exetel on 0280301000 / 1300788141 if you have further issues."

That's it. What's the point in emailing if this is the response?
Could you please provide the ticket number so that I could look in to this further.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

u9026a
Posts: 47
Joined: Tue Aug 31, 2004 6:29 pm

Re: Major dropout info

Post by u9026a » Wed Jul 01, 2015 7:41 pm

Ticket 9234820

This is the latest response "Please note that the supplier have not confirmed any details of an outage being there on the times you have mentioned specifically, Hence we have given you the information available at that time,"

Yesterday my NBN modem connection light was showing solid red for "offline". If the thing is faulty I don't want to wait until it finally breaks. I know I'll be waiting a week or more for NBN to fix it.

KavindaS
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Re: Major dropout info

Post by KavindaS » Wed Jul 01, 2015 7:54 pm

u9026a wrote:Ticket 9234820

This is the latest response "Please note that the supplier have not confirmed any details of an outage being there on the times you have mentioned specifically, Hence we have given you the information available at that time,"

Yesterday my NBN modem connection light was showing solid red for "offline". If the thing is faulty I don't want to wait until it finally breaks. I know I'll be waiting a week or more for NBN to fix it.
Refer to your Ticket 9234820, information you have provided has been noted. However as we check with the supplier, currently no known issues identified within their network, according to your connected service. Since you have confirmed the service is working now, please monitor it and let us know if the issue persists.

u9026a
Posts: 47
Joined: Tue Aug 31, 2004 6:29 pm

Re: Major dropout info

Post by u9026a » Mon Jul 13, 2015 9:16 pm

So, yesterday, 12 July there was (yet another) Fibre services unplanned outage, and according to the Exetel voice message when I called yesterday, was 'all states'. It affected me from approx 2PM until about 5PM.

Unless I'm blind there is no mention of this event in the relevant outage forum?

KavindaS
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Re: Major dropout info

Post by KavindaS » Mon Jul 13, 2015 11:32 pm

u9026a wrote:So, yesterday, 12 July there was (yet another) Fibre services unplanned outage, and according to the Exetel voice message when I called yesterday, was 'all states'. It affected me from approx 2PM until about 5PM.
Unfortunately it was an unplanned outage from our supplier network.
u9026a wrote:Unless I'm blind there is no mention of this event in the relevant outage forum?
Relevant outage has been clearly updated until was resolved. Refer - viewtopic.php?f=230&t=42183&p=315370#p315370

u9026a
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Re: Major dropout info

Post by u9026a » Thu Jul 16, 2015 8:03 pm

Well, the fact that the thread was archived as soon as the issue was resolved would explain me being unable to find it. Perhaps it might be a good idea to wait a reasonable period before archiving threads?

KavindaS
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Re: Major dropout info

Post by KavindaS » Thu Jul 16, 2015 11:29 pm

u9026a wrote:Well, the fact that the thread was archived as soon as the issue was resolved would explain me being unable to find it. Perhaps it might be a good idea to wait a reasonable period before archiving threads?
This is highly noted. Usually we were used to keep the thread for 24 hours before it gets archived.

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