Highlighted
Magic2
Level 1: Cadet

Cable outage Kenmore Hills QLD

Answered

No internet through cable for the whole day today (Saturday 18 November 2017): does anybody know what is going on and when the service will be restored?

 

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Community Manager Community Manager
Community Manager
Accepted Solution

Re: Cable outage Kenmore Hills QLD

Hey Magic2, 

Sorry for the issues that you've been having. 

I've had a look at Kenmore Hills QLD and there certainly is an impact to Cable services in that area, at the moment the estimated restoration time for that is tonight, however I'd suggest keeping an eye on http://outages.telstra.com for any updates. 

After the services are restored, you can speak with our billing team here: http://tel.st/49kl to arrange any credits for this period. 

If you need any further assistance let us know, 


Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
9 REPLIES 9
ekibr
Level 1: Cadet

Re: Cable outage Kenmore Hills QLD

Internet had been intermittent in Chapel Hill since Friday and down since 10pm on sat night. It’s now 7am Sunday. How can we get a refund for the time no service was provided?
Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable outage Kenmore Hills QLD

@Magic2 There's no outages listed. I'd suggest contacting bigpond tech support via 133 933 and reporting it

 

@ekibr when the outage is finished, contact billing to discuss credits

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Magic2
Level 1: Cadet

Re: Cable outage Kenmore Hills QLD

You are sure there is no outage?

When I enter my address in https://outages.telstra.com/, it says:

 

Yes, there's an outage at this location.
It is affecting your internet service.
We're sorry for the interruption. We're working on getting your service returned as fast as possible.
Cable internet
Cable internet
Service is disruptedService is disrupted
 

Services should be restored: To be confirmed

Cause:A technical issue in Telstra's networkA technical issue in Telstra's network

 

 

So, any idea when the service will be restored? It is more than 24 hours now...

Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable outage Kenmore Hills QLD

Only issue i see for cable services in Kenmore hills was an issue that was resolved by NBN yesterday

 

There an an issue listed for Kenmore though. Not enough info to know if it specifically affects you. Its still marked as unresolved by NBN (They own the HFC infastructure in your area now). This one would be the one appearing on the service status page NBN don't often provide estimated fix times, hence the TBC

 

 

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Magic2
Level 1: Cadet

Re: Cable outage Kenmore Hills QLD

Day #3 without internet...

 

Called and logged a ticket, was told that "somebody would call me back".

 

Nobody has called me back yet, and when I did call again, same answer: "somebody will call you back".

 

So frustrating!

Magic2
Level 1: Cadet

Re: Cable outage Kenmore Hills QLD

Day #4 without Internet...

 

Somebody called me at last yesterday advising that the issue should be repaired today after 8pm.

Let us wait and see... but will definitely request a refund!

Community Manager Community Manager
Community Manager
Accepted Solution

Re: Cable outage Kenmore Hills QLD

Hey Magic2, 

Sorry for the issues that you've been having. 

I've had a look at Kenmore Hills QLD and there certainly is an impact to Cable services in that area, at the moment the estimated restoration time for that is tonight, however I'd suggest keeping an eye on http://outages.telstra.com for any updates. 

After the services are restored, you can speak with our billing team here: http://tel.st/49kl to arrange any credits for this period. 

If you need any further assistance let us know, 


Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

eAJ2015
Level 8: Inspector

Re: Cable outage Kenmore Hills QLD

I can confirm there is an problem in Kenmore Hills. When I run a speed test, It appears to be an issue with the upload not the download part of things . Issue is definitely not at our end because when i disconnect the cable modem to force the frontier modem to switch over to backup,everything works fine. 

 

Out of interest how many people are needed for Telstra to actually record an outage in an area and do they actually confirm that it has been resolved with those who lodge complaints / support requests before removing the outage? i mean that would make sense... right?

eAJ2015
Level 8: Inspector

Re: Cable outage Kenmore Hills QLD

oh and for the record this is what i get when i plug in the address into thew outages site.

"No outage found.
We aren't aware of any outage affecting your area."

there is a complicating factor here which may account for it but i won't post here for privacy and security reasons but would appreciate a PM from a tech support person to explain.

@Magic2 sent you a PM

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now