[AusNOG] ADSL/Voice issue, Baffled..

[Mark ZZZ Smith]

So I'm sure Exetel's services are much cheaper than Telstra's, and now you know how they're achieving that. In an industry with a lot of competition (206 ISPs currently in Australia according to Whirlpool), you should always be getting close to what you pay for.

Going by some of the stories on Exetel on Whirlpool, it seems their margins are so thin that if you TIO them, they punt you as a customer because you're pretty close to not being profitable for them any more. While I personally don't think that is the right way to handle a customer having trouble with your organisation, I can understand Exetel's point of view - they want to offer really cheap prices, and therefore have slim margins, and the TIO process of dealing with an unhappy customer becomes a significant cost.

________________________________
From: TWIG Solutions <support at twig.com.au>
To: ausnog at lists.ausnog.net 
Sent: Monday, 19 January 2015, 10:24
Subject: [AusNOG] ADSL/Voice issue, Baffled..



Hi All,
    Hopefully someone out there has had a similar problem,
            or can advise how best to guide the suppliers as they can't
            seem to think out-side the box or flow-chart.

I had a client churn from Telstra (had been with them for
            many years all fine and dandy)  to Exetel (Optus Infra) for
            both Voice and Data (ADSL2).  

Services worked fine for approx 6 weeks after churn, no
            issues, client very happy with service speeds etc on the ADSL2.

Suddenly, a few weeks ago, the ADSL2 started continually
            dropping out, and Voice calls could no longer be made to
            non-local numbers (Long Distance call routing failing).

Tickets logged with provider (Exetel) for the issues and the
            tickets promptly closed, and the reasons given were;

1.    Customer chosen Telstra as LD provider, so must get
            Telstra to sort it (Not the case, Exetel/Optus is the LD
            provider).
2.    Customer is 5Km from Exchange, so tough luck, ADSL2
            won't work, we will not investigate!

Residents up and down the same street all have ADSL2 working
            fine, as did my client, but even that does not explain why
            suddenly, same day, same time, Voice calls to non-local also
            don't route.

Does anyone know what the issue may be, or come across it
            before?

In my mind, it seems there is NO LD provider in the switch
            hence any-non-local call fails to be routed.  But why did
            that interfere with the ADSL?   I remember from my old
            ARE/ARM days a reload of the switch port data would cure
            many ills, but they won't even do any investigation!

Cheers,

Mal




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