[AusNOG] Dealing with Bigpond Faults

Sat Nov 15 15:21:17 EST 2014

I had one ask me what I'd had for lunch once.  When I replied "a sandwich",
his reply was "I had rice - you guys don't eat rice, do you?".

Very strange.

I've found they're good on twitter though.

On 15 November 2014 15:13, Skeeve Stevens <
skeeve+ausnog at eintellegonetworks.com> wrote:

> I talked tot he 24x7 Chat people yesterday... they freaked me out.
>
> Started asking me if I travel... had I ever been to the Philippines... do
> I have parties often and if I have lots of friends.... Telling me they used
> to live in Clarke and previously they worked in clothing.... I just
> politely answered without much info as I wanted my top-up.  Like #wtf ?
>
>
>
> ...Skeeve
>
> *Skeeve Stevens - *eintellego Networks Pty Ltd
> skeeve at eintellegonetworks.com ; www.eintellegonetworks.com
>
> Phone: 1300 239 038; Cell +61 (0)414 753 383 ; skype://skeeve
>
> facebook.com/eintellegonetworks ;  <http://twitter.com/networkceoau>
> linkedin.com/in/skeeve
>
> twitter.com/theispguy ; blog: www.theispguy.com
>
>
> The Experts Who The Experts Call
> Juniper - Cisco - Cloud - Consulting - IPv4 Brokering
>
> On 15 November 2014 13:02, Matt Walker <matt.g.walker at outlook.com> wrote:
>
>> Using the 24x7 teams (twitter, Facebook etc) has always yielded better
>> results for me as they are Australian based service desk, afaik based in
>> south Australia
>>
>> Use TIO to aid the case, but I would urge you to use the 24x7 teams first
>>
>> Cheers
>> Matt
>>
>>
>>
>> On 15 Nov 2014, at 12:58 pm, Russell Brenner <rbrenner at Brocade.com>
>> wrote:
>>
>> 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
>>
>> <PastedGraphic-3.tiff>
>>
>> On 14 Nov 2014, at 5:48 pm, Skeeve Stevens <
>> 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 ; www.eintellegonetworks.com
>> Phone: 1300 239 038; Cell +61 (0)414 753 383 ; skype://skeeve
>> facebook.com/eintellegonetworks ;  <http://twitter.com/networkceoau>
>> linkedin.com/in/skeeve
>> twitter.com/theispguy ; blog: www.theispguy.com
>>
>> The Experts Who The Experts Call
>> Juniper - Cisco - Cloud - Consulting - IPv4 Brokering
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