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maccapacca
Level 2: Rookie

Anyone experiencing outage on Telstra Broadband Cable?

Storms in Brisbane tonight and cable appears to be down. Restarting modem does not resolve the issue. Telstra service status page says there are no issues.

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6 REPLIES 6
Level 23: Superhero
Level 23: Superhero

Re: Anyone experiencing outage on Telstra Broadband Cable?

Storms have probably cause an outage, just takes time for an outage to be declared by NBN who most likely own the cable infrastructure in your area.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
maccapacca
Level 2: Rookie

Re: Anyone experiencing outage on Telstra Broadband Cable?

Yes it has been officially reported now with them saying at least 2 days to fix cable while NBN should be up soon. That is poor and seems like the are giving priority to fixing NBN over the cable network. Using an outage caused by a storm to try and get people to switch to a lower performing higher priced option is poor form. If they are going to take that long to fix cable customers should be getting a credit on their account.
Level 23: Superhero
Level 23: Superhero

Re: Anyone experiencing outage on Telstra Broadband Cable?

The Cable network is now owned by NBN co and Existing cable users and NBN Cable users use the same Infrastructure that has been damaged. When the infrastructure is repaired both Cable and NBN Cable users generally should come back online at the same time.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
maccapacca
Level 2: Rookie

Re: Anyone experiencing outage on Telstra Broadband Cable?

That is not what is being reported on service status page. It says they are in process of confirming NBN is back up while cable has a projected time frame of 2 days. If what you say is correct they have failed massively in communicating accurate information to their customers.
Level 23: Superhero
Level 23: Superhero

Re: Anyone experiencing outage on Telstra Broadband Cable?

I did say generally, I'm not part of the networks team whom have access to detailed information on the network damage.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
maccapacca
Level 2: Rookie

Re: Anyone experiencing outage on Telstra Broadband Cable?

Acknowledged you are not speaking for the company.

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