Highlighted
Thanos
Level 2: Rookie

How long is enough

Answered

We had a storm in the local area and after that the internet started dropping in and out from anywhere from 2-3 minutes.

I rung up about the issue and got transferred to different service people (answering the same questions for each person)

And then after all this was told that my line had a problem (from the test they carried out) so they said they would get someone on it.

the next day I got a fancy text message to my mobile that Telstra were committed to fixing my line issue, I thought to myself that’s very professional of them to make a commitment like that.

I then got a second message after the commitment time frame had expired saying the repair had been delayed. (Ok not biggy it’s been a week but things happen)

after the second reschedule I got a call from a tech saying he had check the line and found some faults and repaired them.

Great my problems are over.  I get home and still have the problem (week 2)

I ring the 3rd time and get the same old questions even tho I’ve told them that this issue is ongoing and provide a case number.

A new time is set for the repair commitment for the 27th of December

And Today is the 27th (no call and internet is still not working correctly) (week 3)

I rang telstra again because my internet is still disconnecting and I get told the case file has been closed as it was repaired.
It has not be repaired I received no phone calls to verify if the internet is working

They transfer me to 2nd lvl again this time to a guy in sdyney and he asks to ring me back on my mobile so the line is clear

He rings back after his tests and finds faults on the line once again

He has schedule another line repair and now I get another text message commitment of repair.

I am so frustrated I look in my email and there is an email from Telstra asking how my service was on my recent repair that completed

There has been no repair.

 

I LIVE ABOUT 70 METRES AWAY FROM THE LOCAL EXCHANGE there is not a lot of line to repair.

 

Here is a copy of my modem log

Warning Dec 27 20:36:40PPP link up (Internet) [121.222.154.150]
Info Dec 27 20:36:40PPP CHAP Chap receive success : authentication ok
Info Dec 27 20:36:39PPP CHAP Receive challenge (rhost = qwbi-woolloongabba)
Warning Dec 27 20:36:09PPP link down (Internet) [124.185.185.25]
Info Dec 27 20:36:06xDSL linestate up (ITU-T G.992.5; downstream: 13444 kbit/s, upstream: 566 kbit/s; output Power Down: 19.1 dBm, Up: 12.3 dBm; line Attenuation Down: 26.5 dB, Up: 32.4 dB; snr Margin Down: 6.1 dB, Up: 6.1 dB)
Info Dec 27 20:35:43xDSL linestate down
Info Dec 27 20:35:20xDSL linestate down
Warning Dec 27 20:33:10PPP link up (Internet) [124.185.185.25]
Info Dec 27 20:33:09PPP CHAP Chap receive success : authentication ok
Info Dec 27 20:33:09PPP CHAP Receive challenge (rhost = qwbi-woolloongabba)
Info Dec 27 20:31:39xDSL linestate up (ITU-T G.992.5; downstream: 15776 kbit/s, upstream: 747 kbit/s; output Power Down: 19.2 dBm, Up: 12.3 dBm; line Attenuation Down: 16.0 dB, Up: 8.4 dB; snr Margin Down: 6.1 dB, Up: 12.2 dB)
Warning Dec 27 20:31:29PPP link down (Internet) [124.185.7.147]
Info Dec 27 20:31:17xDSL linestate down
Info Dec 27 20:30:53xDSL linestate down
Warning Dec 27 20:28:40PPP link up (Internet) [124.185.7.147]
Info Dec 27 20:28:40PPP CHAP Chap receive success : authentication ok
Info Dec 27 20:28:39PPP CHAP Receive challenge (rhost = qwbi-woolloongabba)
Info Dec 27 20:27:32xDSL linestate up (ITU-T G.992.5; downstream: 1416 kbit/s, upstream: 615 kbit/s; output Power Down: 19.8 dBm, Up: 12.2 dBm; line Attenuation Down: 15.5 dB, Up: 8.5 dB; snr Margin Down: 6.1 dB, Up: 6.3 dB)
Info Dec 27 20:27:09xDSL linestate down
Warning Dec 27 20:27:00PPP link down (Internet) [121.222.242.252]
Info Dec 27 20:26:57xDSL linestate up (ITU-T G.992.5; downstream: 1416 kbit/s, upstream: 607 kbit/s; output Power Down: 18.6 dBm, Up: 12.2 dBm; line Attenuation Down: 16.5 dB, Up: 9.4 dB; snr Margin Down: 6.2 dB, Up: 6.2 dB)
Info Dec 27 20:26:16xDSL linestate down
Warning Dec 27 17:33:00PPP link up (Internet) [121.222.242.252]

 

1 ACCEPTED SOLUTION

Accepted Solutions
Thanos
Level 2: Rookie
Accepted Solution

Re: How long is enough

Problem fixed

 

it was the line from the pit to the house it was damaged.

 

Repair man was excellent tested everything from the house to the exchange (70m's away) was polite and gave excellent customer service.

 

speed is back and internet hasn't dropped since

 

thankyou

 

Thanos

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3 REPLIES
Technical Support
Technical Support

Re: How long is enough

Hi Thanos,

 

I have sent a private message with a link for you to securely send your details through.  Once I have these details I will be able to investigate this further for you and keep you updated on the progress until we have a resolution.

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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Thanos
Level 2: Rookie
Accepted Solution

Re: How long is enough

Problem fixed

 

it was the line from the pit to the house it was damaged.

 

Repair man was excellent tested everything from the house to the exchange (70m's away) was polite and gave excellent customer service.

 

speed is back and internet hasn't dropped since

 

thankyou

 

Thanos

mokatron
Level 7: Deputy Inspector

Re: How long is enough

Sounds like that first tech that came out didn't do his job given your distance from the exchange. Most are good though.

 

We're also in our peak load time so thanks for the patience and glad its resolved :-)

 

Mok

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I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.

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