Compensation for outage

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Onlinegeek
Posts: 5
Joined: Mon Dec 12, 2016 9:23 pm
Location: Camden

Compensation for outage

Post by Onlinegeek » Sat Apr 27, 2019 1:29 pm

Hi,
On April 2 at approx 10pm there was an outage that lasted 48 hrs where 288 fibres were cut. Now whilst the cause of this outage was outside of Exetel's control, my wife and I suffered two lost days of our business due to no internet. I would like to know how Exetel plans to compensate it users for this outage?

The link forum posts is
viewtopic.php?f=230&t=44600

I am sure that we are not the only people that were negatively affected by this outage. As long term customers (10+ yrs), I feel that we are more than entitled to received a reduction in our bill to compensate for this outage.

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rasikak
Exetel Staff
Posts: 106
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: Compensation for outage

Post by rasikak » Sat Apr 27, 2019 7:51 pm

Onlinegeek wrote:
Sat Apr 27, 2019 1:29 pm
Hi,
On April 2 at approx 10pm there was an outage that lasted 48 hrs where 288 fibres were cut. Now whilst the cause of this outage was outside of Exetel's control, my wife and I suffered two lost days of our business due to no internet. I would like to know how Exetel plans to compensate it users for this outage?

The link forum posts is
viewtopic.php?f=230&t=44600

I am sure that we are not the only people that were negatively affected by this outage. As long term customers (10+ yrs), I feel that we are more than entitled to received a reduction in our bill to compensate for this outage.

Thank you for contacting Exetel. Please PM me your service number or the customer ID to further check from our end.

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rasikak
Exetel Staff
Posts: 106
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: Compensation for outage

Post by rasikak » Sun Apr 28, 2019 1:46 pm

Onlinegeek wrote:
Sat Apr 27, 2019 1:29 pm
Hi,
On April 2 at approx 10pm there was an outage that lasted 48 hrs where 288 fibres were cut. Now whilst the cause of this outage was outside of Exetel's control, my wife and I suffered two lost days of our business due to no internet. I would like to know how Exetel plans to compensate it users for this outage?

The link forum posts is
viewtopic.php?f=230&t=44600

I am sure that we are not the only people that were negatively affected by this outage. As long term customers (10+ yrs), I feel that we are more than entitled to received a reduction in our bill to compensate for this outage.

Thank you for the PM. I have looked into the query and actioned it on #14906921 job number.

Onlinegeek
Posts: 5
Joined: Mon Dec 12, 2016 9:23 pm
Location: Camden

Re: Compensation for outage

Post by Onlinegeek » Wed May 01, 2019 9:46 pm

Hi
Can you please reply to my latest PM that was sent on April 30.

Jon

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rasikak
Exetel Staff
Posts: 106
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: Compensation for outage

Post by rasikak » Wed May 01, 2019 11:09 pm

Onlinegeek wrote:
Wed May 01, 2019 9:46 pm
Hi
Can you please reply to my latest PM that was sent on April 30.

Jon
Thank you for reaching out. I have replied to your PM via the email reference which i provided earlier. Please provide a response via the email reference given with your feedback.

Onlinegeek
Posts: 5
Joined: Mon Dec 12, 2016 9:23 pm
Location: Camden

Re: Compensation for outage

Post by Onlinegeek » Thu May 02, 2019 12:04 pm

Hi,
I did reply but as there was no response, I entered a message into the forum.

Jon.

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KavindaS
Forum Admin
Posts: 2261
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Compensation for outage

Post by KavindaS » Thu May 02, 2019 1:26 pm

Onlinegeek wrote:
Thu May 02, 2019 12:04 pm
Hi,
I did reply but as there was no response, I entered a message into the forum.

Jon.
I have referred the email ticket id 14906921, and there is no response received for the last email we have sent on "Date: Wed, 01 May 2019 11:09 pm"

Can you refer the exact email sent on last, and reply to the same email accordingly?

Onlinegeek
Posts: 5
Joined: Mon Dec 12, 2016 9:23 pm
Location: Camden

Re: Compensation for outage

Post by Onlinegeek » Fri May 03, 2019 9:38 am

Hi,
I had sent you another PM.

Jon.

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KavindaS
Forum Admin
Posts: 2261
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Compensation for outage

Post by KavindaS » Fri May 03, 2019 9:34 pm

Onlinegeek wrote:
Fri May 03, 2019 9:38 am
Hi,
I had sent you another PM.

Jon.
Hi Jon,

Some some reason, I am not receiving and PMs from you. Therefore, I will re send you the email via the ticket reference 14906921, and you reply to that.

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