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Major dropout info

Posted: Wed Jul 01, 2015 9:47 am
by u9026a
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?

Re: Major dropout info

Posted: Wed Jul 01, 2015 10:39 am
by stevecJ
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.

Re: Major dropout info

Posted: Wed Jul 01, 2015 12:04 pm
by u9026a
Email sent. Please note this is a fixed wireless connection.

Re: Major dropout info

Posted: Wed Jul 01, 2015 2:35 pm
by u9026a
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?

Re: Major dropout info

Posted: Wed Jul 01, 2015 3:24 pm
by stevecJ
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.

Re: Major dropout info

Posted: Wed Jul 01, 2015 7:41 pm
by u9026a
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.

Re: Major dropout info

Posted: Wed Jul 01, 2015 7:54 pm
by KavindaS
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.

Re: Major dropout info

Posted: Mon Jul 13, 2015 9:16 pm
by u9026a
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?

Re: Major dropout info

Posted: Mon Jul 13, 2015 11:32 pm
by KavindaS
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

Re: Major dropout info

Posted: Thu Jul 16, 2015 8:03 pm
by u9026a
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?

Re: Major dropout info

Posted: Thu Jul 16, 2015 11:29 pm
by KavindaS
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.