The Fastest Way To Fix A Problem

Discussions regarding new & existing plans and other Exetel initiatives
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Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

The Fastest Way To Fix A Problem

Post by ForumAdmin » Sat Aug 01, 2009 10:10 pm

Exetel Service Issue Logging Process.

Faults can be divided into 3 main groups.

- Service Issue - Non working service.
- Service Issue - Speed .
- Service Issue - Dropout.

The way to deal with each of the above service issues is set out below:

1. Service Issue - Non Working Service

To log a no service service issue please call 02 8030 1000 and select option 2. This option will ask you a series of questions to determine what type of service issue you are having. Once this is completed the service issue is logged with the suppliers. Automated voice calls will be made advising you of updates. The normal restoration time for service issues is 2 business days, although this may take extra time if a field appointment is required by a technician. Any service issues that are not rectified within the 2 business day period will be escalated by Exetel staff and you will be updated accordingly.

This is the fastest way to the "Service Issue - Non working service" corrected. Currently service issues logged this way are fixed within an average of slightly less than one working day.

If you have logged a "Service Issue - Non working service" and you would like to follow this up then please call:

Phone (Sydney Users): (02) 8030 1000 (This is a VoIP number so Exetel VoIP users can call at no charge)

Phone (National): 1300 788 141 (This is an Exetel VoIP number so Exetel VoIP users can call at no charge)

and select option 2 - then wait to be connected to an engineer - please have your ticket number available if possible.

2. Service Issue - Speed

To discuss any "Service Issue - Speeds" that you may be having please post a thread to the below forums:

ADSL 1 and ADSL 2 Speed issues – viewforum.php?f=284

It would be a good idea to post some information on where you are downloading from and the trace route to the destination.

3. Service Issue - Dropouts

To discuss any Service Issue - Dropouts you may be experiencing please post a thread to the below forums:

ADSL 1 and ADSL 2 Dropout issues – viewforum.php?f=284

The above methods are the fastest way to have your issues addressed. Logging a ticket for any of the above issues will only delay the time it takes to get resolved.

Before using one of the above methods it is a good idea to have a look at the Planned Maintenance/Unplanned Maintenance thread to see if there are any known outages at the time.

4. Summary.

Planned/Unplanned Maintenance - Carriers - viewforum.php?f=296
Planned/Unplanned Maintenance - Exetel - viewforum.php?f=296