Multiple disconnects of NBN connection

Services provided via NBN Co, Opticomm, Open Networks, Red Train, LBN Co, and TPG FttB
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stdoubt
Posts: 6
Joined: Tue Nov 10, 2020 1:43 pm

Multiple disconnects of NBN connection

Post by stdoubt » Thu Nov 12, 2020 2:34 pm

Hi,

Over the last several weeks my NBN connection has been becoming increasingly unstable - regularly (1-2 times per day) the service disconnects with indication from my router logs that the "peer" i.e., the NBN modem is not responsive.

How do I get this investigated?

Thanks,
Nigel

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

Re: Multiple disconnects of NBN connection

Post by nilushid » Thu Nov 12, 2020 3:11 pm

stdoubt wrote:
Thu Nov 12, 2020 2:34 pm
Hi,

Over the last several weeks my NBN connection has been becoming increasingly unstable - regularly (1-2 times per day) the service disconnects with indication from my router logs that the "peer" i.e., the NBN modem is not responsive.

How do I get this investigated?

Thanks,
Nigel
Hi Nigel

We are currently checking your service from our end. We will get back to you asap.

Thanks

Brendona
Exetel Staff
Posts: 8
Joined: Tue Sep 08, 2020 3:50 pm

Re: Multiple disconnects of NBN connection

Post by Brendona » Thu Nov 12, 2020 4:09 pm

Hi Nigel,

Thanks for your time today.

As discussed over the phone, kindly note that a fault has been raised with the wholesale supplier to further investigate the issue. Further updates will be provided to you via text to the given contact number. case ref : 639827

stdoubt
Posts: 6
Joined: Tue Nov 10, 2020 1:43 pm

Re: Multiple disconnects of NBN connection

Post by stdoubt » Wed Nov 18, 2020 1:24 pm

Seems that the NBN visit didn't resolve the problem - if anything it has gotten worse.

There have been 17 seperate disconnects since the engineer visit in the last 3 days (from my router logs). Each one caused by no response from the NBN modem and each taking about 2-3 mins to recover

stdoubt
Posts: 6
Joined: Tue Nov 10, 2020 1:43 pm

Re: Multiple disconnects of NBN connection

Post by stdoubt » Wed Nov 18, 2020 1:34 pm

make that 18 :(

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

Re: Multiple disconnects of NBN connection

Post by nilushid » Wed Nov 18, 2020 1:38 pm

stdoubt wrote:
Wed Nov 18, 2020 1:34 pm
make that 18 :(
Hi

We will check this and get back to you asap

Thanks

stdoubt
Posts: 6
Joined: Tue Nov 10, 2020 1:43 pm

Re: Multiple disconnects of NBN connection

Post by stdoubt » Wed Nov 18, 2020 1:50 pm

19

Brendona
Exetel Staff
Posts: 8
Joined: Tue Sep 08, 2020 3:50 pm

Re: Multiple disconnects of NBN connection

Post by Brendona » Wed Nov 18, 2020 2:50 pm

Hi Nigel,

Thanks for taking the call and apologize for the inconvenience caused to you.

As we have discussed over the phone today, the issue has been passed towards the supplier end again and another technician visit has been arranged to check on the case further. The technician appointment details have been sent to you via text to the provided mobile number. Case Ref: 639827

stdoubt
Posts: 6
Joined: Tue Nov 10, 2020 1:43 pm

Re: Multiple disconnects of NBN connection

Post by stdoubt » Fri Nov 20, 2020 1:24 pm

Hi,

I was expecting and NBN engineer today between 8 and 12pm - it is now past 1pm and I haven't heard from anyone. Please can you confirm why they didn't come?

Thanks,
Nigel

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

Re: Multiple disconnects of NBN connection

Post by nilushid » Fri Nov 20, 2020 1:31 pm

stdoubt wrote:
Fri Nov 20, 2020 1:24 pm
Hi,

I was expecting and NBN engineer today between 8 and 12pm - it is now past 1pm and I haven't heard from anyone. Please can you confirm why they didn't come?

Thanks,
Nigel
Hi Nigel

We are checking this with the supplier. We will get back to you shortly.

Thanks

DinukaW
Exetel Staff
Posts: 5
Joined: Sat Aug 22, 2020 4:09 pm

Re: Multiple disconnects of NBN connection

Post by DinukaW » Fri Nov 20, 2020 3:21 pm

Hi Nigel,

Exetel sincerely apologizes for any inconvenience caused to you in this matter.

Few Technicians have attended to this raised fault and they have identified an outage in the area that is affecting multiple services and they have done a bulk fix to get your service up and running as well.

We apologize for the tech not visiting your premises but has done the fix before coming to your property. We will be monitoring the case before closing.

Thanks

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