[AusNOG] Dealing with Bigpond Faults

[Russell Brenner]

Skeeve,

Best thing to do is lodge a complaint when it’s not fixed in the first instance then you’ll get a case officer who will proactively follow it up (I’ve had this happen a few times recently).

Once you log the fault and they feed you useless info call the IVR back and say “Complaint”. I’ve found this cuts the time in half or better and they update you ALL the time.

The other option is to try and get transferred to the NBN Gatekeeper Team who are a bunch of ninjas and appear to be able to fix everything - and they’re located in Australia.

They were magic but they were also the result of a TIO complaint. There’s a similar team in mobiles called Precision.

Russell Brenner
Systems Engineer
Brocade
Level 5, Suite 524, 1 Queens Road, Melbourne 3004
M. +61.412.869.959
www.brocade.com<http://www.brocade.com>

[cid:662EB0F7-45BE-48D0-AB46-E6158AAE316A at brocade.com]

On 14 Nov 2014, at 5:48 pm, Skeeve Stevens <skeeve+ausnog at eintellegonetworks.com<mailto:skeeve+ausnog at eintellegonetworks.com>> wrote:

Hi all,

Wonder if anyone has any easier way of dealing with Telstra Bigpond faults.

A number of times in the past few months there has been significant outages (HFC) in our area (Glebe).

They admit the problem on their Service Status page - which is a good thing.

But then the fault says closed/resolved... but most of the time it isn't resolved.

Then you phone the call centre in the Philippines and they are almost beyond useless.

You get them to look up the fault... they find it, say its resolved and offer to send someone out to check your setup - in about 4-5 days.

No matter what you say you can't get them to re-open the actual fault that is already logged and closed... you just sit there and suffer for days until enough people yell and scream.

One time I let the truck roll happen.  They came out 4 days later... walked in, and said they knew there was still issues as there were a dozen service calls they were being asked to attend.

This must cost them HEAPS in wasted call-outs when they could just leave the fault open and get people to work on it as opposed to closing it and their engineers thinking everything is ok.

Last night an outage started around 7pm... by 10pm it was resolved and gone off the service status page, but a dozen people in the complex are still broken and experiencing massive latency and loss.  My only advice to them is to yell at Telstra support, and they do, but nothing happens.

Divide and ignore.

Is there someone in Australia you can talk to who will actually listen to you and actually be able to do something about getting online?

I can't wait for NBNCo to take over the HFC network and get rid of bloody Telstra for a provider who cares about their customers.  At least then if there is an issue dozens of providers will kick NBNCo till it is fixed.

</rant>

...Skeeve

Skeeve Stevens - eintellego Networks Pty Ltd
skeeve at eintellegonetworks.com<mailto:skeeve at eintellegonetworks.com> ; www.eintellegonetworks.com<http://www.eintellegonetworks.com/>
Phone: 1300 239 038; Cell +61 (0)414 753 383 ; skype://skeeve
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