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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 Technical Support
3 weeks ago

Hi Jules_2017,

 

What did Tech Support advise when you spoke to them? 

 

- Shelly

by jules_2017
3 weeks ago - last edited 3 weeks ago

Hi Shelly

 

Well I get all different responses from tech support each time I call. Some representatives says that the outage has been fixed, it shows that my services are active and that they don't know why my internet is not working. Others say that my "case" won't be looked at until the 20th of July 2017 when I have already been waiting 2 MONTHS! Many say that they will call me back but they don't. I don't understand how my both my phone lines are now restored but my internet is still not working. All my neighbours internet has been restored and I am still waiting

 

- Jules_2017 

by Technical Support
3 weeks ago

While the exchange is being re-built, we have temporarily moved customer services to connect via mobile units so that you can continue to access the internet and phone until a more permanent fix is available. 

 

As you have a working phone service, the internet should also be working. What are the status of each light on your modem?  Also, please confirm the model of your modem.

 

- Shelly

by jules_2017
3 weeks ago

I am using my own modem, a D-LINK Viper (DSL-2900AL) where all my lights are green even the ADSL light indicates a proper connection to the ADSL enabled telephone line but a solid RED light Internet LED indicates a problem with my connection to the broadband service

by Technical Support
3 weeks ago

As the DSL light is green, this would indicate that the modem can see the network. The internet light being red would indicate that the modem isn't configured with the correct BigPond username and password to authenticate you.

 

As this is a BYO modem, you would need to refer to the user guide on how to check and update the settings that are configured in the modem.

 

- Shelly

by jules_2017
3 weeks ago

I I have updated the Bigpond Username and Password to make sure that it is correct on the moderm but there still is no internet connection

by jules_2017
3 weeks ago

A question. I have an interim phone provide to me from Telstra which has my plan mirrored onto it so that I can use it as a hotspot. Would this be prohibiting the internet from coming through to my modem?

by Technical Support
3 weeks ago

Did you enter the full email address or just the username? Also have you confirmed these details by logging into https://www.my.telstra.com.au/myaccount/home

 

- Shelly

by jules_2017
3 weeks ago

Yes, I even confirmed it by logging into my account and internet still not working

by IckyBowl244
3 weeks ago

Internet connection was fixed a few weeks ago, but I am very dissapointed with Telstra for the lack of communication and my ISP, Dodo for not doing anything

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