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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 Karth
on ‎24-05-2017 09:27 PM

Very frustrated with Telstra. Bad customer service!

 

I recieved a text infoming me that the services have been restored. But, that hasnt been the case. No Internet / Home Phone for the last 20 days. You are turning out to be a 'United Airlines' with your customer service. Rather than asking your customers to call you to check if you can arrange for an alternative, why dont you call everyone who is affected and offer alternatives? If you had done that, you would have delivered on customer experience! 

 

I'm wondering why I'm paying a few extra bucks to you to get this pathetic customer service? Even a low cost internet provider wouldd give me a better customer service. Your service centre doesnt even know that there was a fire. 

 

I think I need to look for other options in my area. 

by River_Fever
on ‎25-05-2017 07:05 AM

This is beyond a joke. Capture.JPGFrom 80+ Mbps to less -2Mbps.

by River_Fever
on ‎25-05-2017 07:09 AM

 It's time to be #compensated. #telstra cannot seriously charge customers for a product that does not work? #noservice #nocharge.

by Support Team
on ‎25-05-2017 07:12 AM

Hi River, 

 

As with all outages, once services are returned, please speak with our 24x7 Billing Support Team  http://tel.st/hsc3 to discuss a rebate for the period of time your services have been offline. 

 

Kind Regards 

by Chipsns
on ‎25-05-2017 09:58 AM

 Internet speed is bit better today; getting 8-10 Mbps d/l which still around half of which I get normally but it is workable. Not sure if it is temporary or service getting fixed.

by Dracarys
on ‎25-05-2017 10:35 AM

Day 11 with no cable. They are now saying it will be up and running by friday. I'm not getting my hopes up 

by Andrei2
on ‎26-05-2017 12:04 AM

Worst customer service to date.

I've had to run the business with expensive mobile broadband since the 9th of May and now Telstra are saying it wont be fixed until the 1st of July!? What started as the 19th of May and then 30th of May is now in July - I have no idea how they can get their ETAs so grossly incorrect.

 

Keep calling 132999, each time they open up a new SR (complaint), each time I'm advised a Case Manager will be assigned but that never eventuates. Five time now I've called up, each time the notes on the system mysteriously disappear and the process and explanations start from scratch.

 

The supposed Business 'Case Manager' is to call me and arrange for compensation for the multitude of data top ups I've had to pay on the mobile broadband, meanwhile I'm still paying for Telsra business broadband which is non functional.

 

Case Manager never gets assigend, seems the instructions just disappear in a black hole of poor service.

 

Absolutely disgraceful even by Telstra standards.

by Dracarys
on ‎28-05-2017 08:28 AM
Hi all

2 weeks now with no cable service the status page has changed the resolution date to tbc which makes me think that this issue will take months to resolve. I have now been told that the fire at the exchange is not the cause but a fault with hfc...and that we must wait for a third party to fix it..i am looking at other service providers to switch to as i haven't had a good run with telstra since installing their service...i am a bit hesitant though because i have found that most other providers run on telstra lines...so i guess i am stuck at the moment. No matter where i go telstra will follow. I hope someone is reading our posts and sees how terrible telstras service is and does something quick smart because by the looks of it i am not the only one.
by Camo200
on ‎28-05-2017 08:00 PM
My service has just stopped working yesterday and i want to know why a fire that happened on the 9th be disrupting my service on the 27,28th 3 weeks after the fire
by Lpps
on ‎29-05-2017 03:23 PM

Ok, now 20 days no internet, sick of paying top $ to have mobile broadband which is only used for essentials. No updates how things are going. If this is what we call customer service, they need a new trainer.

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