Multiple disconnects of NBN connection

[stdoubt]

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]

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]

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]

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]

make that 18

[nilushid]

make that 18

Hi

We will check this and get back to you asap

Thanks

[stdoubt]

19

[Brendona]

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]

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]

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]

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