CrowdSupport®
Level 4: Private Eye

Outage Cable Internet Balgowlah Heights area 3 days and counting

First outage wasn't registered when I rang BigPond at 7.30am on 30 Dec 2014 asking why out cable internet which we rely on was not working. It is now almost 3 days later and still no access. Many phone calls, false information on emails that problem was resolved, when it was/is still not working, continually extended fix dates and times has annoyed me no end.
The contact centre staff are friendly but block access to true information on the fault, how many resources has been deployed and an alternative while it is broken. We have very poor mobile phone coverage so my 4g card is useless at home.
If the problem is so major, be honest and deliver an adsl modem in the meantime so we are not totally without Internet access. Very poor. I suspect I am a victim of the new year holiday period and staff being on holiday and telstra not wanting to pay for service repairs. Treated me not like a loyal cable internet customer for at least 12 years having a value to date of around $15,000 in fees. Please fix the problem and explain why it happened and what has been done so it doesn't happen again.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
11 REPLIES 11
Highlighted
Level 4: Private Eye

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Now day4. Unbelievable third world country service by telstra. Service outage information has had so many errors
Including false start date, false completion dates and times. It is now so wrong, giving yesterday as the latest completion date.. Telstra can turn back time. Thodey are you listening. Pay servicemen to be on call over holidays!!!! Fix your crumbling infrastructure.
Highlighted
Level 4: Private Eye

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Another time for solving the cable internet/foxtel cable problem has come and gone. Hopeless. When will we get our service back?????
Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Hi gregorstone,

 

The Service Status page shows that we currently expect services to be restored by close of business on 09/01/15. You can check for updates via http://servicestatus.telstra.com/servicestatus/goc.do?q=postcode_2093

 

Reviewing the notes, it looks like the cable was damaged and there is a blockage preventing the easy replacement.  Specialised equipment and technicians will be required for the cabling to be replaced.

 

- Shelly

 

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

Highlighted
Level 2: Rookie

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Same issue here in Clayton 3168. Problems began on Thursday 30/12/2014, and although the initial outage was reported as fixed on 2/01/2015, we have continued to have drop-outs every night between 6-10pm. 

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

hi Twwen2 

 

Have you spoken with our Tech Support team on 133933 or via Live Chat http://tel.st/gq6m for assistance with your drop-outs?

 

 

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

Highlighted
Level 2: Rookie

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Hi Shelly

 

Bigpond Cable has been in and out all week and is out again today. What is going on that it is so unreliable? 

Highlighted
Support Team
Support Team

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Hi AJR2093_2,

 

I can see that we are aware of an issue affecting cable services in the area. Techs are working to restore with an estimated restoration date of the 9th of February but no further details on the exact cause of this outage, I apologise.

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

Highlighted
Level 2: Rookie

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

We were affected by this outage over Xmas and I echo your comments. No internet and little communication over an extended period. Followed by s second major outage and then again this am up at 5 am to complete a major client proposal (would you believe on behalf of Telstra!) due today and guess what... Appears to be another outage with restoration time on Monday night, not that I have any faith in that date as with previous outages, the restoration time just kept on getting extended. Love the speed of service when it is up but three major and 1 minor outage since Dec had me at my wits end!!
Highlighted
Level 4: Private Eye

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

I live in Balgowlah Heights. Telstra provide 1 bar 4G mobile coverage so not reliable for internet or phone calls. Our BigPond Cable service is down again(10 March 2015). This BigPond /Foxtel cable poblem in 2093 postcode area started in late December and keeps happening...down for 2-3 days at a trime aftre the first outrage which was for over a week. The service sucks. If Optus was any good I would leave tomorrow. The Telstra BigPond contact centre are friendly but impotent with no knowledge of local on the ground situation. They block access to the people who may be able to tell me what is going on with the expensive service which they are charging $1000 a year for but not providing. I am getting really pissed off.

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

Hi gregorstone,

 

Have you had the mobile coverage issue looked into? If not we can certainly follow up on this for you. Are you having problems with mobile internet or phone calls?

 

-Matt W

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

Highlighted
Level 2: Rookie

Re: Outage Cable Internet Balgowlah Heights area 3 days and counting

With close to no mobile coverage in Balgowlah Heights and cable speeds that fall into single digits at night, it looks like there is a serious lack of capacity in the area. Early in the morning, 100mb/s is eadily achieveable but when demand picks up at night, it is all over. The cable infrastructure is 20 years old here..maybe the exchange needs a big upgrade.


@gregorstone wrote:
First outage wasn't registered when I rang BigPond at 7.30am on 30 Dec 2014 asking why out cable internet which we rely on was not working. It is now almost 3 days later and still no access. Many phone calls, false information on emails that problem was resolved, when it was/is still not working, continually extended fix dates and times has annoyed me no end.
The contact centre staff are friendly but block access to true information on the fault, how many resources has been deployed and an alternative while it is broken. We have very poor mobile phone coverage so my 4g card is useless at home.
If the problem is so major, be honest and deliver an adsl modem in the meantime so we are not totally without Internet access. Very poor. I suspect I am a victim of the new year holiday period and staff being on holiday and telstra not wanting to pay for service repairs. Treated me not like a loyal cable internet customer for at least 12 years having a value to date of around $15,000 in fees. Please fix the problem and explain why it happened and what has been done so it doesn't happen again.

 

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit