No NBN Bondi Beach since noon 16/10

Services provided via NBN Co, Opticomm, Open Networks, Red Train, LBN Co, and TPG FttB
nuwanthaa
Exetel Staff
Posts: 146
Joined: Fri Jan 17, 2020 10:20 pm

Re: No NBN Bondi Beach since noon 16/10

Post by nuwanthaa » Wed Oct 21, 2020 9:47 pm

mortshag wrote:
Wed Oct 21, 2020 6:03 pm

You clearly do not read these posts carefully. PMs gets stuck in outbox and I have therefore been corresponding with the residential support email and for your information they are NOT doing anything further despite being in possession of the reference ID. You people are shambolic.
Hi,

We sincerely apologize for any inconvenience caused.

Unfortunately, we are unable to identify your service/account without any reference information. As you are having trouble sending a PM via the Exetel Forum, kindly share the Case ID here, so we can better assist you.

Thanks

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Wed Oct 21, 2020 10:32 pm

nuwanthaa wrote:
Wed Oct 21, 2020 9:47 pm
mortshag wrote:
Wed Oct 21, 2020 6:03 pm

You clearly do not read these posts carefully. PMs gets stuck in outbox and I have therefore been corresponding with the residential support email and for your information they are NOT doing anything further despite being in possession of the reference ID. You people are shambolic.
Hi,

We sincerely apologize for any inconvenience caused.

Unfortunately, we are unable to identify your service/account without any reference information. As you are having trouble sending a PM via the Exetel Forum, kindly share the Case ID here, so we can better assist you.

Thanks
Contact Wickey Subramaniyam Level 1 Network Support Engineer at residentialsupport@exemail.com.au and all will be revealed. There is still a PM from 27 Sep 20 stuck in the outbox. My complaints about this threshold problem on what is a mature type of forum product for have been ignored for years. Did Franz Kafka design your customer relations policy?

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: No NBN Bondi Beach since noon 16/10

Post by James » Thu Oct 22, 2020 12:47 pm

Just share the case ID in the thread, and the engineers can reply to you, or just call our support team........

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 8:23 am

James wrote:
Thu Oct 22, 2020 12:47 pm
Just share the case ID in the thread, and the engineers can reply to you, or just call our support team........
Just call "our support team"?? They have a tsunami of emails.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 8:30 am

Exetel customers should understand that the corollary of Exetel's handling of my case is that you can be off the air indefinitely and you will be told this:

"Please note that we don't monitor your service in real time. Residential grade services don't carry any service level agreements with us. it is a service based on best effort."

If the service is not monitored in real time they will never diagnose problems. They do not even offer downloaded monitoring packages that will automatically record system behaviour to enable them to diagnose the problem.

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: No NBN Bondi Beach since noon 16/10

Post by James » Fri Oct 23, 2020 10:18 am

Post the case number then.............

Yes there is no real time monitoring of a RESIDENTIAL connection.

Why would we record behaviour? There are far too many variables to consider for residential users, they might be away on business/trip/etc, or might have been out, etc, etc.

If you want help please post your case numbers.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 11:52 am

James wrote:
Fri Oct 23, 2020 10:18 am
Post the case number then.............

Yes there is no real time monitoring of a RESIDENTIAL connection.

Why would we record behaviour? There are far too many variables to consider for residential users, they might be away on business/trip/etc, or might have been out, etc, etc.

If you want help please post your case numbers.
You really need to come to grips with the technology out there. The ACCC might be able to help you: https://www.accc.gov.au/consumers/inter ... mance-data
You will see a graph which shows outages lasting longer than 30 seconds. The software exists.
So if I email residential support with a problem, no one does anything but if I post something on the forum they do? Why have a residential support email address?

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: No NBN Bondi Beach since noon 16/10

Post by James » Fri Oct 23, 2020 1:21 pm

They are Sam Knows boxes which the ACCC installs to measure RSPs.

https://samknows.com/

Should we have our customers buy one of these for their services?

Perhaps just invest in a backup solution or a proper busniess grade internet link if you are using your internet for business.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 8:30 pm

James wrote:
Fri Oct 23, 2020 1:21 pm
They are Sam Knows boxes which the ACCC installs to measure RSPs.

https://samknows.com/

Should we have our customers buy one of these for their services?

Perhaps just invest in a backup solution or a proper busniess grade internet link if you are using your internet for business.
Inform your users as to how long a residential user is to be without a service. Is it 3 days, 20, 30? The facts are that you did not provide a service for 3 days and you don't even offer a refund, not that is what concerns me. Your combative demeanour would sit well with a business that actually performed well. And while you are at it James, can you turn your penetrating mind to the problem of why the PMs get stuck in the outbox. You assiduously avoid this issue.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 8:49 pm

James wrote:
Fri Oct 23, 2020 1:21 pm
They are Sam Knows boxes which the ACCC installs to measure RSPs.

https://samknows.com/

Should we have our customers buy one of these for their services?

Perhaps just invest in a backup solution or a proper busniess grade internet link if you are using your internet for business.
On what basis do you think I am running a business? Are you suddenly a tax expert? Your dismissive and combative response reflects a false assumption. I prostrate myself before your sublime analytical abilities.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 23, 2020 9:59 pm

mortshag wrote:
Fri Oct 23, 2020 8:49 pm
James wrote:
Fri Oct 23, 2020 1:21 pm


Perhaps just invest in a backup solution or a proper busniess grade internet link if you are using your internet for business.

Mmm - let's see, here is a small business NBN plan from Exetel and in the conditions we found the following statement:

"NB: This service is for small to medium businesses and does not come with a Service Level Agreement. It is supplied on a best effort basis."

https://files.exetel.com.au/cis/smb/CIS ... 191218.pdf

This is precisely the same legal status afforded to a residential account. Once again, James, if you are being combative just make sure you are over every element of detail.

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: No NBN Bondi Beach since noon 16/10

Post by James » Mon Oct 26, 2020 10:56 am

Buy a proper service with an uptime guarantee if you are using your internet for your business use, these start at $400.00 a month for 100Mbps/100Mbps Enterprise Ethernet.

mortshag
Posts: 72
Joined: Thu Jan 05, 2006 9:20 am

Re: No NBN Bondi Beach since noon 16/10

Post by mortshag » Fri Oct 30, 2020 9:02 pm

James wrote:
Mon Oct 26, 2020 10:56 am
Buy a proper service with an uptime guarantee if you are using your internet for your business use, these start at $400.00 a month for 100Mbps/100Mbps Enterprise Ethernet.
Just tell the folks whether being off air for 3 whole days and intermittently for hours on many days is your "standard" of service. Why do you persist with this drivel about business. My daughter has Spintel NBN and 600m away and she had been streaming lectures for hours without outages. Your responses are contemptible and contemptuous, a combination which requires real skill to achieve.

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: No NBN Bondi Beach since noon 16/10

Post by James » Mon Nov 02, 2020 8:26 am

Please post the case ID here then......

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