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Parklea Exchange Fire - Service Update

by Community Manager on ‎18-05-2017 09:40 AM - last edited on ‎19-05-2017 04:58 PM by Community Manager
Parklea Exchange Fire - Service Update

A fire at the Parklea Exchange in Sydney on 9 May caused extensive damage which continues to impact broadband and home phone services in Parklea and Kellyville. Due to the extent of the damage permanent restoration is expected to take some time. In the interim we have deployed a number of portable exchanges to the site to restore services using a temporary solution.

 

Our techs are working 24/7 to restore services. A large number of services have been progressively restored, however due to the significant damage and extensive work required, it is expected that some services will not be restored for a number of weeks. This is due to the manual intensity of the work, with our technicians working around the clock to intricately reconnect thousands of fibres and home phone cables, and replace damaged network equipment which was completely destroyed by fire.

 

We are also supporting customers with interim solutions or devices in line with their needs while services are being restored. Local businesses can call our business support number 132999, and residential customers can speak to our support team on 132203. They can also visit their local Telstra store or Telstra Business Centre to access these devices and for further support.

 

We also have a marquee at the front of Suite C 56- 57, Lexington Corporate, 24 Lexington Drive, Bella Vista, where technical specialists will be available during business hours and Saturday morning, to help business customers with information and interim services where we can.  

Comments
by Bev53
on ‎06-06-2017 02:08 PM

 

I have been patient for over 4 weeks with the Parklea Outage due to the fire

I am now getting increasingly frustrated as I am getting the run around from Telstra and no update as to when our service is going to be restored. It is impacting our staff and business significantly and I am amazed and disappointed at the lack of information, care or concern from Telstra about their customers in this regard

Level of customer service - NIL!!!!

 

Just need it fixed now guys!!!

by Technical Support
on ‎06-06-2017 03:20 PM

Hi Bev53,

 

Due to the extent of the damage permanent restoration is expected to take some time. In the interim we have deployed a number of portable exchanges to the site to restore services using a temporary solution.

 

We are also supporting customers with interim solutions or devices in line with their needs while services are being restored.

 

Local businesses can call our business support number 132999, and residential customers can speak to our support team on 132203. They can also visit their local Telstra store or Telstra Business Centre to access these devices and for further support.

 

- Shelly

by Bev53
on ‎08-06-2017 03:16 PM

 

Received an sms last night...

 

"Hi from Telstra...

Interim exchanges have been installed

Services should be operational

 

 

Just had my IT provider here for the 2nd time (last time was when we received a similar message) - only to find for the 2nd time that the service has NOT been restored!

 

I am now at the end of my patience as NO ONE CAN TELL ME WHEN IT IS LIKELY TO BE RESTORED

 

I have a gift company - am not able to run our inventory system and am losing business!!!

 

This is now beyond a joke

 

Please can someone from Telstra contact me to update me on when the service is likely to be restored

 

Many thanks...

Bev

by Technical Support
on ‎08-06-2017 03:20 PM

Please contact your internet provider for further assistance with your service if you are still unable to connect to the internet. - Shelly

by Bev53
on ‎08-06-2017 04:01 PM

Shelly,

Thank you for your reply

 

All my services are through Telstra..

 

We have a DOT system so our phones are out as well

 

Please can you tell me when Telstra thinks services may be restored

 

I am tired of getting the run-around..

 

Many thanks

Bev

by Support Team
on ‎08-06-2017 04:06 PM

Hi @Bev53,

 

If you are still having trouble with your DOT service then I would recommend speaking directly to our Business Faults team on 132 999 about this.

by Bev53
on ‎08-06-2017 04:34 PM

 Dylan,

I have done so - several times!!!!!!!!!!

NOT GETTING ANY ANSWERS!!!!!!!!!!!!!!

 

JUST WANT SOMEONE TO TELL ME HOW LONG THIS OUTAGE WILL LAST - PLEASE!!!!!!!!!!!!!!!!!!!!!

by Bev53
on ‎09-06-2017 07:25 AM

Please can someone reply to my last post...

Many thanks

 

by River_Fever
on ‎09-06-2017 08:24 AM
@thedylan - The answer given is more infuriating than helpful. The people with a complaint are not stupid and a regurgitated reply like this is likely to lose business for Telstra. Answer honestly like "I don't know but will find out" or " I realise that you likely have tried this but could you try once more and I will do the same". Customer service is not dead but laziness makes it appear that way.
by jules_2017
on ‎03-07-2017 04:12 PM

Is anyone else still not recieving internet connection as a result of the fire at the parklea exchange. All my phone lines are now working finally but my internet is still down. I had recieved a letter on the 16th of June saying that all my services are now restored yet they are not. I called Telstra every week since the fire on the 9th of May and each time they said that technicians were busy working on fixing the problem and with each phone call to them, they gave me a new date of completion. First it was the 20th of May, then the 29th, than the 10th of June, now its July and still answers. How can Telstra send me out a letter on the 16th of June from the head of customer services sayings it is all fixed now when it is not! When I call and explain this to the Telstra representatives they just say that there is still an outage within the area and they cannot help me. How can my neighbour whom is also with Telstra have a perfectly working internet be restored for him and I don't. The latest from Telstra is now that I have to wait until the 20th of July for my 'case' to be looked into and that it is been fast-tracked. I have been waiting 8 weeks now! In the meantime, I have been issued a intrim phone that is constantly dropping out and has terrible internet speeds. How am I suppose to run my business from home without proper internet connection! Telstra has the worst customer service I have ever experience. You always have to explain yourself over and over again with each new call that you make. They don't see to communicate to one another as I recieve different answers between different representatives. Of late, some Telstra employees tell me that they DO NOT KNOW WHY MY INTERNET IS NOT WORKING and say that they would call me back, and they don't.

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