CrowdSupport®
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sked
Level 2: Rookie

Planned maintenance outage

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I will give crowd support a go to see if i can get any answers on my situation,

last Thursday night the 23rd at 7:30 our internet when down,

so i get online to chat with a rep, where i was told it is planned maintenance and service 

wont be back up until the 28th. OK here's the question what planned maintenance takes 4 to 5 days to complete?. i even had one rep over the weekend tell me they are working around the clock to complete. yeah right haven't seen a telstra  or nbn truck near my exchange or node all weekend, the only one i did see was a worker in the pit at the end of our street late Thursday afternoon. Now this is what really worries me i look on the outages page now to see that it says i should be restored in 1 day time only to scroll down for another warning that there is more planned maintenance on the 3rd of june , Really.

thanks for your time 

1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Planned maintenance outage

There is is probably a fault with your service in that case and/or the 4g backup has been shaped on your smart modem if you have one.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

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8 REPLIES 8
Level 23: Superhero
Level 23: Superhero

Re: Planned maintenance outage

Can you provide your suburb and post code
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
sked
Level 2: Rookie

Re: Planned maintenance outage

2327 stanford merthyr
Level 23: Superhero
Level 23: Superhero

Re: Planned maintenance outage

I can see there is planned maintenance up until 1900 tomorrow ( 28/05/2019). Planned maintenance can use minor disruptions while there are techs working on the service, such as your internet may drop out more often during the day and such but that's generally only during business hours, it should generally work normally outside of business hours.

Looks likes Stanford Merthyr is a FTTN Area.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
sked
Level 2: Rookie

Re: Planned maintenance outage

i haven't had internet since Thursday night, correction there is a connection but at 0.01 Mbps on the speed test. so i do have access but as useful as a glass door on a ........
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Planned maintenance outage

There is is probably a fault with your service in that case and/or the 4g backup has been shaped on your smart modem if you have one.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

sked
Level 2: Rookie

Re: Planned maintenance outage

yeah been down that road also, but just happen to be in an area where 4g reception is not much help.
so how do a get the call reps to actual listen and not just look up on there screens what i can already see. they just look at the planned maintenance and just put it down to that. thank you for your explanation on the planned maintenance shouldn't have such a long term effect on connection.
sked
Level 2: Rookie

Re: Planned maintenance outage

thanks 343
just called to get them to check shaping, which was supposed to be lift on wednesday, after paying my bill , worked all day thursday than reshaped that night. after 3-4 lengthy chats final got someone to listen and check, said the order was stuck in pending.
thanks
Level 23: Superhero
Level 23: Superhero

Re: Planned maintenance outage

I'm glad that's been sorted
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

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