[AusNOG] Dealing with Bigpond Faults

[Joshua D'Alton]

+1 I always use Web chat for telstra issues

sent from a potato
On 15/11/2014 1:02 pm, "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
>
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