Slow every evening

[shanport]

Hello,

This issue was reported to you on the 3rd october and has been with the wholesale supplier since the 6th October. It is no longer acceptable to keep replying with the advice, it is under investigation. Time is up. Please take action with supplier to resolve.

I have also contacted Opticomm asking for advice on this issue.

I request you provide a resolution, or at minimum detail the issue and what is being done to resolve.

Thanks, Shannon

[KavindaS]

Hello,

This issue was reported to you on the 3rd october and has been with the wholesale supplier since the 6th October. It is no longer acceptable to keep replying with the advice, it is under investigation. Time is up. Please take action with supplier to resolve.

I have also contacted Opticomm asking for advice on this issue.

I request you provide a resolution, or at minimum detail the issue and what is being done to resolve.

Thanks, Shannon

Hi Shannon,

We understand and apologies for the delay taking from the supplier network team in their investigations. Ususally this is not common as they provide resolutions ASAP. However it can be a major issue as to why it has taken a longer time than expected. No minimum details have provided and we are periodically following up this to find a resolution.

[shanport]

Hello,

Have you had reports of this issue happening to other Exetel users in the Curlewis Estate using Opticomm?

After the issue being with the supplier for so long why havent they needed to come and physically check the service? Wouldn't it be resolved faster to reach a resolution if a technician was to come on site,over a week ago you said they would?

Regards. Shannon

[shanport]

Hello,

This morning I also raised this query with the Supplier (opticomm) and they have responded with;

Hi Shannon,
I have asked for assistance from the manager at Exetel to assist you.
I’m just waiting for him to respond, so once I hear back, we will be in contact.
Thank you.

*"name and contact details removed"* | Customer Relations Manager | OptiComm Co Pty

Regards,
Shannon

[KavindaS]

Hello,

This morning I also raised this query with the Supplier (opticomm) and they have responded with;

Hi Shannon,
I have asked for assistance from the manager at Exetel to assist you.
I’m just waiting for him to respond, so once I hear back, we will be in contact.
Thank you.

*"name and contact details removed"* | Customer Relations Manager | OptiComm Co Pty

Regards,
Shannon

Hi Shannon,
At this moment when we check and call to the supplier, latest update is issue has escalated to their level 3 network engineers and it is under the testing. Yes, as you said we have received an email from their management attached with your email sent, where they have requested some assistance from Exetel. Since the issue is daily followed up by Exetel and currently with their level 3, I have replied them back confirming the status and requesting their assistance to investigate and resolve your service issue ASAP. We will update you accordingly.

[shanport]

Hello Exetel,

I have received the following from the supplier (opticomm);

Hi Shannon,

Thank-you for bringing to our attention the issue with your service, however by law we are not permitted to assist you in this matter. Opticomm has a wholesale arrangement with your Retail Service Provider which has clearly defined rules backed by federal legislation which prevents us from discuss any service issues with you.

We appreciate you wish to have your problem resolved as soon as possible but our advice is you go back to your service provider and escalate the matter with them and ensure they follow your issue through to a resolution.

If you are not receiving the required response from your Retail Service Provider your option is to raise the matter with the Telecommunications Industry Ombudsman.

Do you agree with the supplier, that i should raise this matter with the Telecommunications Industry Ombudsman? As you have not been of much assistance it appears my only option, please advise your thoughts.

Regards,
Shannon

[KavindaS]

Hello Exetel,

I have received the following from the supplier (opticomm);

Hi Shannon,

Thank-you for bringing to our attention the issue with your service, however by law we are not permitted to assist you in this matter. Opticomm has a wholesale arrangement with your Retail Service Provider which has clearly defined rules backed by federal legislation which prevents us from discuss any service issues with you.

We appreciate you wish to have your problem resolved as soon as possible but our advice is you go back to your service provider and escalate the matter with them and ensure they follow your issue through to a resolution.

If you are not receiving the required response from your Retail Service Provider your option is to raise the matter with the Telecommunications Industry Ombudsman.

Do you agree with the supplier, that i should raise this matter with the Telecommunications Industry Ombudsman? As you have not been of much assistance it appears my only option, please advise your thoughts.

Regards,
Shannon

Hi Shannon,

Finally we have received an update by them and that has been emailed to you via the ticket ref# 10780730. Please check the service and reply back to the same email if further assistance required as the service issue is still open by them.

[shanport]

Hello,

I have done a speedtest and received a speed of 41Mbps down and 38Mbps up. This test was performed at 12:38PM will try to do another test this evening.

It does not appear the changes have made any improvement to the service.

http://www.speedtest.net/my-result/5735073548

It is disappointing the supplier has made changes but hasn't informed you of what. Is this normal?

Regards, Shannon

[Amila Fernando]

Hello,

I have done a speedtest and received a speed of 41Mbps down and 38Mbps up. This test was performed at 12:38PM will try to do another test this evening.

It does not appear the changes have made any improvement to the service.

http://www.speedtest.net/my-result/5735073548

It is disappointing the supplier has made changes but hasn't informed you of what. Is this normal?

Regards, Shannon

Hi Shannon,

Kindly test your service again in the evening and let us know the outcome.

However we have updated our supplier with your test results to proceed with further investigations.

We do apologies for the inconvenience caused to you.

[shanport]

Hello,

Just tested speed is not much better, also being a weekend it is normally better than weekday nights.

Here are the results

http://www.speedtest.net/my-result/5738157608

Regards,
Shannon

[michaeld]

Hello,

Just tested speed is not much better, also being a weekend it is normally better than weekday nights.

Here are the results

http://www.speedtest.net/my-result/5738157608

Regards,
Shannon

Hi Shannon,

we have updated our supplier with your test results to proceed with further investigations.

We do apologies for the inconvenience caused to you.

[shanport]

Hello,

Here is tonights test results

http://www.speedtest.net/my-result/5740560650

Regards,

Shannon

[KavindaS]

Hello,

Here is tonights test results

http://www.speedtest.net/my-result/5740560650

Regards,

Shannon

Thanks for the speedtest results. Supplier is in the process of arranging a technician. We will update you when they confirmed this.

[shanport]

Hello,

Opticomm have called and will be onsite between 12 and 2pm today.

Regards,
Shannon

[KavindaS]

Hello,

Opticomm have called and will be onsite between 12 and 2pm today.

Regards,
Shannon

They have updated us with the closure notes after the tech visit. Service has been proved up to the network boundary point (ONT). Below is the exact update given by the supplier.

"A technician has attended and tested at the ONT and was able to connect at the provisioned speeds. Customer also confirmed the service was working correctly at the time. There was no fault found. A fee for service will charged.

Some obtained results:
www.speedtest.net/my-result/5745745064
www.speedtest.net/my-result/5745733135"