Can't log a support ticket

HSPA setup and configuration (for wireless networking, please use the 'Networking issue' forum)
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SimonG
Posts: 31
Joined: Fri Jan 02, 2009 12:33 pm
Location: Fremantle

Can't log a support ticket

Post by SimonG » Sat May 23, 2009 11:26 am

This is pretty annoying. I'm having connection/speed problems with HSPA and there appears to be something wrong (again) with the Exetel site in support ticket logging for HSPA customers.
I go to http://www.extel.com.au/index.php and log in with my service number and password. I am logged in and can see my useage etc.

I go to the log a service ticket link at https://helpdesk.exetel.com.au/index.php?x=&mod_id=1 and it say's I'm not logged in. If I put my service number and password in it says it's invalid. grrrr. I'm definately putting the correct service number and password in. Something like this happened in the past, where the site was looking for an ADSL service number. But I don't have one of those.

So - FA - please help me! I don't want to spend $30 sitting on hold on my mobile.

My wireless service is almost unusable for the last two days in the Fremantle area. I've not had an opportunity to test it elsewhere in the last two days - but it was working fine in Rockingham and Perth CBD on Monday and Tuesday this week. Evenings of late have not been too good in Fremantle with regular drop-outs, but I assumed that was bandwidth. Now I cant get a connection much above this speed test. At this speed it has taken me about half an hour to get to the point of being able to do this post. Can you advise if there is a technical issue with my local tower? For some reason I am flicking back and forth between HSPDA and WCDMA

Can you also please advise why I can't log a support ticket? Surely it's about time you got things sorted out on your site for your HSPA customers.

[`[*Test Results from <a href="http://www.ozspeedtest.com">Oz Broadband Speed Test</a>*]`]
[(----------------------------------
Test run on [*23/05/2009*] @ [*11:20 AM*])]

[(Mirror: [*Exetel*]
Data: [*70 KB*]
Test Time: [*24.19 secs*])]

[(Your line speed is [*24 kbps*] (0.02 Mbps).
Your download speed is [*3 KB/s*] (0 MB/s). )]

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Can't log a support ticket

Post by CoreyPlover » Sat May 23, 2009 9:32 pm

If necessary, just email residentialsupport@exetel.com.au instead of trying to log a ticket online
SimonG wrote:For some reason I am flicking back and forth between HSPDA and WCDMA
One thing you can try to see if it improves matters is to run a constant ping in the background. Open up Command Prompt and use the command "PING -t -l 1 http://www.google.com.au". This may keep the HSPDA connection alive as it is designed to drop back to WCDMA when there is no activity.
SimonG wrote:Can you also please advise why I can't log a support ticket? Surely it's about time you got things sorted out on your site for your HSPA customers.
I will try to raise this issue with somebody

Edit: See http://forum.exetel.com.au/viewtopic.php?f=308&t=32155. Seems to be a systemic issue

SimonG
Posts: 31
Joined: Fri Jan 02, 2009 12:33 pm
Location: Fremantle

Re: Can't log a support ticket

Post by SimonG » Sun May 24, 2009 12:18 pm

I've tried to do the ping - can you reconfirm that command? PING -t -l 1 http://www.google.com.au - I get a 'ping request couldn't find the host http://www.google.com.au'. I thought you needed to put an actual IP address for a ping command?

Can you advise how long it takes for support to get back with a support ticket number? Is support only Monday to Friday, EST?

CoreyPlover
Volunteer Site Admin
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Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Can't log a support ticket

Post by CoreyPlover » Sun May 24, 2009 1:18 pm

The PING Command I gave is correct, if you supply a DNS it should resolve it. The fact that it isn't resolving it for you indicates a DNS server issue. Try hardcoding the Exetel DNS servers 220.233.0.3 and 220.233.0.4 in your computer. If these don't work try OpenDNS: 208.67.222.222 and 208.67.220.220

Can't recall the support arrangements over weekends. There are staff around but I would not be surprised if you will have to wait until Monday for the ticket to be responded to.

Need2No
Posts: 122
Joined: Wed Jul 21, 2004 9:15 pm
Location: Shalvey Exchange, NSW

Re: Can't log a support ticket

Post by Need2No » Sun May 24, 2009 1:27 pm

SimonG wrote:I've tried to do the ping - can you reconfirm that command? PING -t -l 1 http://www.google.com.au - I get a 'ping request couldn't find the host http://www.google.com.au'. I thought you needed to put an actual IP address for a ping command?
Remove the http:// from the ping command.
PING -t -l 1 http://www.google.com.au
That works for me.

Regards

SimonG
Posts: 31
Joined: Fri Jan 02, 2009 12:33 pm
Location: Fremantle

Re: Can't log a support ticket

Post by SimonG » Sun May 24, 2009 1:47 pm

I'd rather not hard code the exetel dns, it could cause me issues in some situations, and it really shouldn't be necessary. I dropped the http:// from the google address and the ping works fine. However it makes no difference to the speed issues. I tried running a speed test 70K while the constant ping was going and it didn't complete in over 2 minutes, so I canned the ping. Speed test still sitting on 23%. Canned the speed test and ran it again. It's stuck on 7%. Running the ping again and the average response is around 450 ms.

Ive tried setting my E169 to WCDMA only and that has not made any difference either.

I think I have to wait for Exetel to find out if there is an issue in my local Optus tower.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Can't log a support ticket

Post by CoreyPlover » Sun May 24, 2009 1:51 pm

SimonG wrote:I dropped the http:// from the google address and the ping works fine
Ah, yes. This would be the problem (phpBB automatically prepends "http://" to urls that are typed in posts).

Sounds like an issue Exetel will need to look into. I suggest you use the http://forum.exetel.com.au/viewtopic.php?f=308&t=32155 thread for now to reduce the number of active threads dealing with the same issue (even though that thread says "Vic" I think the issues sound very similar).

SimonG
Posts: 31
Joined: Fri Jan 02, 2009 12:33 pm
Location: Fremantle

Re: Can't log a support ticket

Post by SimonG » Mon May 25, 2009 5:09 pm

I've added my experience to that thread - I just hope that Exetel look at the issue in WA not just Vic.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Can't log a support ticket

Post by CoreyPlover » Mon May 25, 2009 10:00 pm

http://forum.exetel.com.au/viewtopic.php?f=297&t=32186 has been created. It makes no specific mention of Victoria

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Can't log a support ticket

Post by CoreyPlover » Tue May 26, 2009 8:59 am

VIC HSPA issue is reported as resolved. Looking at the details it does seem to have been treated as a VIC issue only so if you are still having slow speeds, reply back or PM me and I will send an email directly to the engineers who worked on this case to notify them about your similar problem

SimonG
Posts: 31
Joined: Fri Jan 02, 2009 12:33 pm
Location: Fremantle

Re: Can't log a support ticket

Post by SimonG » Tue May 26, 2009 11:04 pm

Thanks, but looks like it's fixed in WA too. I'm getting very good speeds tonight - just did an exetel.com.au/speed that registered 1.39MB bandwidth and download of 178.21. Ozspeed not quite as blistering but more than enough for my purposes
[`[*Test Results from <a href="http://www.ozspeedtest.com">Oz Broadband Speed Test</a>*]`]
[(----------------------------------
Test run on [*26/05/2009*] @ [*10:54 PM*])]

[(Mirror: [*Exetel*]
Data: [*3 MB*]
Test Time: [*50.38 secs*])]

[(Your line speed is [*486 kbps*] (0.49 Mbps).
Your download speed is [*61 KB/s*] (0.06 MB/s). )]

This is the fastest it's been in the evening for some time.

Terebro
Posts: 6
Joined: Wed Jun 10, 2009 10:17 am
Location: Perth, WA

Re: Can't log a support ticket

Post by Terebro » Wed Jun 10, 2009 10:46 am

Hi,

Im a new customer to Exetel and connected lastnight for the first time. I'm in the Fremantle area (Beaconsfield) also and was having a few random dropouts also. I'm going to look into it further tonight and hopefully will have some luck.

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