[AusNOG] ADSL/Voice issue, Baffled..
TWIG Solutions
support at twig.com.au
Mon Jan 19 17:01:51 EST 2015
Just had a call from Exetel. Optus have washed their hands of it and
advised us to terminate the service, they won't respond any further to
the issue!
Oh well, back to the drawing board!
It just had me as to what would cause both services to be affected at
the same time, ie 4/1/2015 at 9:22am both stopped working as expected.
Now my client with be without any service at all for 2 weeks while
everything gets torn-down and we pop them back on Telstra infra. If he
is willing to stay! Apparently we can't do an in-place churn for some
reason.
Cheers for those that had thoughts, but the closed minds won in the end!
:-)
Cheers,
Mal
On 19/01/2015 4:31 PM, Scott Wilson wrote:
> Mal,
>
> Sounds like you've got a couple of different problems. For LD, sounds
> like you've been dumped - the old telstra test number to readback LD
> preselection (12711) might give you some insights. I haven't worked
> for them in a few years, but calling the telstra call centre and
> asking them to reverse preselection might do the trick? I'd also keep
> an eye out for the local call provider being changed, there's some
> real cowboys out there who will do all sorts of things to take over a
> service. (source: I used to do tech support for one of them...)
>
> DSL is probably being delivered via Spectrum Share, and (in theory)
> they shouldn't be connecting you without conducting a SQ test first -
> so failing you retroactively is a bit of fuckery. Escalate or set the
> TIO on them, it's pretty poor service to say "oh, you shouldn't have
> that in the first place" while continuing to take your money.
>
> On 19 January 2015 at 15:21, TWIG Solutions <support at twig.com.au
> <mailto:support at twig.com.au>> wrote:
>
>
> 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
> <mailto:support at twig.com.au>>
> To: ausnog at lists.ausnog.net <mailto: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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