Post
by AlexGr » Fri Oct 23, 2015 5:18 pm
Ok.. this is horrible… just incredibly horrible. I've literally spent last 3 days on the phone.
The only way i can connect to internet is by directly plugging my laptop to the NBN box. No other device recognises the internet connection.
I've tried
1)PS4 console ("can not find IP address "
2) Powerline adaptors (do not even open setup website, like it is not connected to wire at all) internet light is off
3)Dlink router (do not even open router setup website, like it is not connected to wire at all) internet light is off
4) another Dlink router (do not even open router setup website, like it is not connected to wire at all) internet light is off
5)Netgear router (opens the setup window, however it states that there is no connection to the internet) internet light is red
6) Iphone via thunderbolt (connects, however does not open any websites & does not access any online features.
So, lets begin..
21 October
I was provided with my service. I tried to connect my devices to the network via Powerline adaptors. After unsuccessful attempts i called Support and was informed that I need to use a proper Router modem in order to use network (which is quite strange, because i had great experience using them before).
Anyhow, I went to the store, and got me a new Dlink modem. After some unsuccessful attempts (my router does not see any internet connection) I contacted exetel support, hoping that they can help me. So i spent quite a while explaining my problems then a bit on hold, then standard procedures like : "check if your cable inserted correctly" "turn off then turn on", and then tried different modem configurations. In the end i was advised that support cannot help me, and that I should contact Dlink support. Time on the phone around 1 hour 30 min.
So now i call Dlink support. Long story short: 1,5 hours on the phone, still no connection, went to the retailer and changed my router for another model of dlink. Some more unsuccessful attempts (the router still does not see any internet connection), and i call Dlink support again. this time just one hour on the phone and I get advised that there must me some issues with the provision.
I call exetel support now. Aprox 1 hour of explanations, and standard procedures: "check if your cable inserted correctly" "turn off then turn on", and then trie different modem configurations. So they put me on hold, and in 5 min i was just disconnected.I do not think that this was on purpose, however no one called me back(i waited 10 min). So everything repeats… I call back another hour and a half of explanations and procedures, advises to contact my modem providers and etc.. In the end they take my details and give me ref number of my complaint.
22 October
in the afternoon I receive a text from exetel that my issue was resolved. great? not at all. I tried to connect..unsuccessful. Call exetel support.. and AGAIN EXPLAINING MY ISSUES and standard procedures for a good hour and a half. Again I've been told that there are issues with my router. OK. Maybe there is wrong with the Dlink, i thought. NOPE. I went to the store and changed my router to Netgear.. got home, and guess what? yes, it does not see the connection. Another hour and a half on the phone with exetel support, again usual checking of the cable etc., again advised that the issue is in the router. This time I call Netgear support.. two hours on the phone, and was told that there are probably some issues with internet provider, or NBN box programming. so.. call Exetell again. one more time i HAVE TO EXPLAIN FROM THE BEGINING all my problems, and have to go through the same routine as Ive been 100 times before. I explained that i used three routers already, and I Finally get another ref number of my complaint.
23 october.
In the morning receive another text, asking to contact exetel support, and confirm that I used the the proper cab els, and that i inserted them correctly. ARE YOU KIDDING ME??? I've spent 2 days on the phone to get that text? How many times do you think I've confirmed this when i called to support? Nevertheless once again I call exetel support… And prepare.. this was the most epic call of all.
I name my details, explain the situation.. And once again i hear "everything is good from our end, so we cannot help you" i kindly ask for a technician, when he replies "We can not provide you with technician, and anyways, he would not help you with the modem set ups. Buy."
Firstly, what else should i go through to PROVE YOU that I HAVE ISSUES?
Secondly, WHY do i have to prove to provider that DO have issues with a servise that i paid my money for???
Conclusion
Another week without proper internet
$300 spent on modems
3 days lost
huge Phone bill
costs for private technician.
If he concludes that this is not the issue with the router, or that I was just not provided with some setting up info, I'm really considering searching for legal advice, regarding this situation.
Thank you,
Kind regards,
Aleksandr Gromylo.
