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saywot
Level 2: Rookie

Fault reporting method advice please

Answered

Hello

First post for this board, after a lot of searching through the Telstra site.

 

We are bundled subscribers, since July 2013 - phone and bigpond ADSL2+ - plus a few Telstra prepaid mobiles and BB dongle.   We are regional subscribers in WA and Telstra is the only mobile solution with any reliability, as well as being the only wholesaler in our exchange.  It's a good new bit of kit in the exchange and we enjoy the reduced latency that being connected directly to the wholesaler's network gives.

 

We recently tried to report an authentication fault for the ADSL service via the 133933 support line - after doing the usual isolation test.

The first phone operator asked zero questions except "are you able to get internet" and then switched through to a second operator who asked no more tech questions and issued a fault number.

Although the process seemed a little light-on for detail compared with fault investigations done by other ISPs, we were given an anticipated resolution date by SMS and advised that the fault wouldn't require a home visit.

 

Next event was a technician asking at the door to come in to attend to the fault.

It was lucky someone was home to let him in.

 

Is this the expected way for ADSL fault troubleshooting from BigPond?

If so, why all the phone operator intervention when all faults require a home visit from a technician?

If not, any advice on how to better use the fault reporting system for BigPond would be very welcome.

 

1 ACCEPTED SOLUTION

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Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Fault reporting method advice please

Hello saywot,

 

Firstly, welcome to CrowdSupport. Please stick around and offer any expertise you have in the range of topics we have here, in our Community.
 

saywot, it seems that there was a bit of misunderstanding here when technician visit was arranged and it was confirmed with you on the call that they weren't needed. Anyway, I hope that whatever issues you've had with your connection that the technician have resolved all those for you.

 

In the future, since you have an ADSL broadband service, you can now use our My Online Toolkit which is an automated technical support software which will diagnose and even repair the most common issues. If it doesn't, only then that it will direct you to contact our support team and also give them the initial analysis so it can be resolved promptly. Thanks saywot.

 

 

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.

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2 REPLIES 2
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Fault reporting method advice please

Hello saywot,

 

Firstly, welcome to CrowdSupport. Please stick around and offer any expertise you have in the range of topics we have here, in our Community.
 

saywot, it seems that there was a bit of misunderstanding here when technician visit was arranged and it was confirmed with you on the call that they weren't needed. Anyway, I hope that whatever issues you've had with your connection that the technician have resolved all those for you.

 

In the future, since you have an ADSL broadband service, you can now use our My Online Toolkit which is an automated technical support software which will diagnose and even repair the most common issues. If it doesn't, only then that it will direct you to contact our support team and also give them the initial analysis so it can be resolved promptly. Thanks saywot.

 

 

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

saywot
Level 2: Rookie

Re: Fault reporting method advice please

Hello Joe, Thanks for the response.

 

Something didn't get communicated on our support call, clearly. We'll be a little more interactive with the Telstra phone operator next time - which there hopefully won't be!

 

Installing a password interrogator and system repair is a little bit ott for our level of techspertise, but others reading will be pleased to know the toolkit exists, I'm sure.

And yes, our connection is now authenticating like a trooper again.

 

Thanks again for your post!

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