Inner West Sydney (2049) - Constant drop outs

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nsw20001
Posts: 3
Joined: Wed Sep 16, 2020 8:57 am

Inner West Sydney (2049) - Constant drop outs

Post by nsw20001 » Wed Sep 16, 2020 7:48 pm

Hi,

I've been experiencing constant short drop outs (30 seconds - 2 minutes) multiple times everyday for the last few weeks. It's getting to the point where it is impacting my ability to work from home due to the unreliable connection.

Could someone please look into this for me?

Thanks

nilushid
Admin
Posts: 1175
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Inner West Sydney (2049) - Constant drop outs

Post by nilushid » Wed Sep 16, 2020 8:28 pm

nsw20001 wrote:
Wed Sep 16, 2020 7:48 pm
Hi,

I've been experiencing constant short drop outs (30 seconds - 2 minutes) multiple times everyday for the last few weeks. It's getting to the point where it is impacting my ability to work from home due to the unreliable connection.

Could someone please look into this for me?

Thanks
Hi

We checked your service and it is stable for the past 16 days without any dropouts between Exetel and your modem/router. The dropout must be the ones you are experiencing between devices (connected via WiFi and Ethernet cable) and the modem or router. Since the modem is running continuously for the past 16 days, I first recommend you to keep the modem turn off for good 15 minutes and monitor the connection.

Thanks

nsw20001
Posts: 3
Joined: Wed Sep 16, 2020 8:57 am

Re: Inner West Sydney (2049) - Constant drop outs

Post by nsw20001 » Thu Sep 17, 2020 8:31 am

Hi,

Thanks for your reply. I tried this last night but am having the same problems this morning.

Can I ask how you checked the service without my account details? Is it possible to check on my specific account itself? I know other Exetel customers in my apartment building are having the same issues over the same time frame.

nilushid
Admin
Posts: 1175
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Inner West Sydney (2049) - Constant drop outs

Post by nilushid » Thu Sep 17, 2020 4:40 pm

nsw20001 wrote:
Thu Sep 17, 2020 8:31 am
Hi,

Thanks for your reply. I tried this last night but am having the same problems this morning.

Can I ask how you checked the service without my account details? Is it possible to check on my specific account itself? I know other Exetel customers in my apartment building are having the same issues over the same time frame.
Hi

Yes, we can check your account detail by your Ip address (assigned to you by Exetel). When you are using that IP address to post in our forum we have visibility and we can find your account. You used exetel internet to post this forum post and we were able to identify the account.

nsw20001 wrote:
Thu Sep 17, 2020 8:31 am
Hi,
I know other Exetel customers in my apartment building are having the same issues over the same time frame.
We still can see the service online and connected for past 19 hrs without dropouts. However, I will arrange a senior to contact you regarding this issue so we could discuss this further.

Thanks

nsw20001
Posts: 3
Joined: Wed Sep 16, 2020 8:57 am

Re: Inner West Sydney (2049) - Constant drop outs

Post by nsw20001 » Fri Sep 18, 2020 10:22 am

Okay that makes sense thanks.

I've already been assigned a case over the phone. Thanks for the help.

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