Re: outages

htrs

hello our home internet has been out since 1pm today - when i checked outages it agreed and said there is an outage that will be fixed in 5 hours - now its been up dated to say to be confirmed. When is our street, suburbs internet going to be fixed

343GuiltySpark

If the outage board is saying its over and yours still isnt working. Id reconmend unpluging your modem from the power point for 30 seconds. Give it 5 mins to connect. If it doesn't come back online for adsl and cable call 132200 for NBN 1800 834 273. If its ongoing, it will be fixed as soon as possible.

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

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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.

ProfessorPhone

Hello
I'm not an apologist for Telstra..but...any network fault repair estimate can only be an estimate.
Once a tech looks at a fault...only then can you really know about how long. If parts or special skills are required....again times can vary.

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If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"

htrs

Ok so service was restored until Friday Night then modem is constantly searching for networks, it settles down then Saturday no service for an hour or so doing same thing searching for networks and lights flashing on modem. Again today for the past 2 hours is on then searching for networks. Getting very sick of this.

FYI i do / did unplug modem from the power point for 30 seconds. Give it 5 mins to connect. but not constantly because that is just annoying. it should not be continuing to happen.

Why do I pay for a service I don't get and then have to pay extra quota on my mobiles top up from Telstra not being able to provide a consistent service.

343GuiltySpark

If you service is still having issues after the outage, you'll need to call through to the assurance team for your internet service so that can look into it and raise fault if there is something wrong with the line. Once the issue is fixed I'd then recommend calling through to billing to ask about a credit.

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.

htrs

okay i will give them a call thank you

Mercury83

It’s annoying you have to call different departments to get something fixed and then follow up for a discount or credit. Waiting at least 30mins each time. And explaining everything all over again.

343GuiltySpark

That is due to one team dealing with technical issues and one team dealing with billing issues. I myself only deal with technical issues as I'm not trained in billing.

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.

Mercury83

Agree mines still having issues...I was told I will get a call back within 24-48 hours with an update because the matter has been escalated to stage 2. I had to follow them up and still no cal today. Just a text saying they dispatched to level 2, which I already knew fro the last 2 follow up calls I made. I made a complaint and still the case manager hasn’t given me a call back. Its the same department is it not? Or is it another case of “not being trained” to call people back?

TimmyT

Hi Mercury83,

I'm sorry to hear that you're experiencing issues with your internet service and that your case manager hasn't been in touch with you yet. Do you have a complaint reference number beginning with 'SR'?

- Tim

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