JJC11
Level 1: Cadet

Cable outage - Gordon Park

The home broadband is out today. The Telstra Outage website says there is a cable outage at our address. But the Telstra diagnostic tool in our online account says there’s no problem and it must be our modem. Why the inconsistency and which is correct, please?

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Support Team
Support Team

Re: Cable outage - Gordon Park

Appreciate your patience; sorry for the frustration. If the outages page lists an outage, we'll need to have that resolved before we can address any other potential issues. Did it offer an estimate for restoration of services? - Matthew.

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JJC11
Level 1: Cadet

Re: Cable outage - Gordon Park

Thanks Matt. It says “estimate 12 hours” which is the same message as yesterday. But there seems to be some broadband available this morning. It would be so helpful to receive an email message during outages, to save having to check the outages page and ask for support.
Support Team
Support Team

Re: Cable outage - Gordon Park

Thanks JJC11. 
 

I know it’s frustrating when your service is not working as it’s supposed to. We do our best to get these outages restored as fast as we can. We do try to notify our customers in the event of planned maintenance events that cause loss of services, but outages can be difficult as they often take time to be confirmed as well as due to the numbers of customers affected can vary. This is why we use the outage page as it allows us to provide address and area-specific information publically. 

When there is an official outage event, we will update the outage page https://tel.st/ll72y as soon as we get updates from our field technicians working on the damaged infrastructure to restore services to the area. These things are immensely complex & can take time to repair depending on the severity of the damage caused to the line. 
 

You can also chat with tech support on 133933 to see if there are any interim data service options while repairs are ongoing.

Once the service outage is restored & your internet is back up & running, please give us a call on 132200 or live chat https://tel.st/b6ym7 & we will be happy to discuss a bill adjustment for the days you were affected by the outage.

Again my apologies for the delay & thank you for your patience here while we work to get this resolved. 

Regards - 

____________________

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