[AusNOG] ADSL/Voice issue, Baffled..

[TWIG Solutions]

I guess its all just a different mindset...   I pride myself on 
providing utmost customer support no matter the cost as it will come 
back and reward you later.

But anyway, TIO will be absolute last resort for my client.  I was 
mainly hoping someone here will have a thought as to what will cause the 
issue, my last involvement with any Exchange gear was back in AXE days.

So I hoped and ex or current Optus staffie is here and had seen the 
issue before.   Its Optus refusing to investigate, not Exetel.

Its a pity as I had hoped to migrate another 2 companies owned by this 
client across, but now I think he is too scared!


Mal


On 19/01/2015 11:58 AM, Mark ZZZ Smith wrote:
>
> 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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