No Internet MELB CBD

Services provided via NBN Co, Opticomm, Open Networks, Red Train, LBN Co, and TPG FttB
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jwoo
Posts: 11
Joined: Wed Nov 27, 2019 5:37 pm

No Internet MELB CBD

Post by jwoo » Wed Nov 11, 2020 1:41 pm

Since 8:30am this morning - possibly earlier.

Upper West Side apartments - 220 Spencer Street
LBN co fibre service

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

Re: No Internet MELB CBD

Post by nilushid » Wed Nov 11, 2020 2:18 pm

jwoo wrote:
Wed Nov 11, 2020 1:41 pm
Since 8:30am this morning - possibly earlier.

Upper West Side apartments - 220 Spencer Street
LBN co fibre service
Hi

Can you PM me your customer ID or the service number to check on this from our end?

Thanks

SheharaB
Exetel Staff
Posts: 21
Joined: Tue Jan 07, 2020 9:48 pm

Re: No Internet MELB CBD

Post by SheharaB » Wed Nov 11, 2020 3:50 pm

Hi

Can you PM me your customer ID or the service number to check on this from our end?

Thanks
We received your account details via PM. Kindly be advised that there is a Planned Fibre Network Upgrade ongoing in (Hudson Tower) 220 Spencer Street, Melbourne, Victoria.

For more details regarding the network upgrade kindly refer below forum link

viewtopic.php?f=296&t=46038#p331831

Outage Case Ref: Case-631986

jwoo
Posts: 11
Joined: Wed Nov 27, 2019 5:37 pm

Re: No Internet MELB CBD

Post by jwoo » Wed Nov 11, 2020 4:08 pm

Thanks for checking.
It would be much much better to notify customers of planned outages via text or in the Exetel App than in a forum post

jwoo
Posts: 11
Joined: Wed Nov 27, 2019 5:37 pm

Re: No Internet MELB CBD

Post by jwoo » Wed Nov 11, 2020 8:13 pm

"Residents may experience a disruption to their internet, phone and TV services of up to 8 hours on their scheduled day although this should be no longer than 4 hours."

It is now approaching 12 hours

jwoo
Posts: 11
Joined: Wed Nov 27, 2019 5:37 pm

Re: No Internet MELB CBD

Post by jwoo » Thu Nov 12, 2020 2:40 am

Over 18 hours still no service during Covid when a lot of us are working from home.

https://accan.org.au/media-centre/hot-i ... ns-outages

Australian Consumer Law consumer guarantees state that compensation should put you in the position you would have been in if the products or services had done what they are supposed to do.

For example: A consumer has an internet service. When the network has an outage, the consumer could be entitled to reimbursement of the service fees paid for the duration of the outage. A week long outage could mean reimbursement of a week’s worth of service fees. The consumer may not only be entitled to a remedy for the defective service, but also have the telco pay for the loss incurred. This could include the telco paying for a replacement service such as excess mobile data fees incurred by the consumer while they were without their internet service.

jwoo
Posts: 11
Joined: Wed Nov 27, 2019 5:37 pm

Re: No Internet MELB CBD

Post by jwoo » Thu Nov 12, 2020 2:41 am

And yes I am power cycling the router each time I check

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

Re: No Internet MELB CBD

Post by nilushid » Thu Nov 12, 2020 9:28 am

jwoo wrote:
Thu Nov 12, 2020 2:41 am
And yes I am power cycling the router each time I check
Hi

We are extremely sorry about the inconvenience caused. We are checking your service again from our end and will get back to you asap.

Thanks

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