Cable outage Kenmore Hills QLD

[Magic2]

No internet through cable for the whole day today (Saturday 18 November 2017): does anybody know what is going on and when the service will be restored?

Thanks!

[ekibr]

Internet had been intermittent in Chapel Hill since Friday and down since 10pm on sat night. It’s now 7am Sunday. How can we get a refund for the time no service was provided?

[Yastiandrie]

@Magic2 There's no outages listed. I'd suggest contacting bigpond tech support via 133 933 and reporting it

@ekibr when the outage is finished, contact billing to discuss credits

[Magic2]

You are sure there is no outage?

When I enter my address in https://outages.telstra.com/, it says:

Yes, there's an outage at this location.

It is affecting your internet service.

We're sorry for the interruption. We're working on getting your service returned as fast as possible.

Cable internet

Service is disrupted

Services should be restored: To be confirmed

Cause:A technical issue in Telstra's network

So, any idea when the service will be restored? It is more than 24 hours now...

[Yastiandrie]

Only issue i see for cable services in Kenmore hills was an issue that was resolved by NBN yesterday

There an an issue listed for Kenmore though. Not enough info to know if it specifically affects you. Its still marked as unresolved by NBN (They own the HFC infastructure in your area now). This one would be the one appearing on the service status page NBN don't often provide estimated fix times, hence the TBC

[Magic2]

Day #3 without internet...

Called and logged a ticket, was told that "somebody would call me back".

Nobody has called me back yet, and when I did call again, same answer: "somebody will call you back".

So frustrating!

[Magic2]

Day #4 without Internet...

Somebody called me at last yesterday advising that the issue should be repaired today after 8pm.

Let us wait and see... but will definitely request a refund!

[JesseH · Accepted solution]

Hey Magic2, 

Sorry for the issues that you've been having. 

I've had a look at Kenmore Hills QLD and there certainly is an impact to Cable services in that area, at the moment the estimated restoration time for that is tonight, however I'd suggest keeping an eye on http://outages.telstra.com for any updates. 

After the services are restored, you can speak with our billing team here: http://tel.st/49kl to arrange any credits for this period. 

If you need any further assistance let us know, 

Jesse

[eAJ2015]

I can confirm there is an problem in Kenmore Hills. When I run a speed test, It appears to be an issue with the upload not the download part of things . Issue is definitely not at our end because when i disconnect the cable modem to force the frontier modem to switch over to backup,everything works fine. 

Out of interest how many people are needed for Telstra to actually record an outage in an area and do they actually confirm that it has been resolved with those who lodge complaints / support requests before removing the outage? i mean that would make sense... right?

[eAJ2015]

oh and for the record this is what i get when i plug in the address into thew outages site.

"No outage found.
We aren't aware of any outage affecting your area."

there is a complicating factor here which may account for it but i won't post here for privacy and security reasons but would appreciate a PM from a tech support person to explain.

@Magic2 sent you a PM