[AusNOG] ADSL/Voice issue, Baffled..
Joseph Goldman
joe at apcs.com.au
Mon Jan 19 17:05:00 EST 2015
That seems an awfully aggressive approach from Optus - unless Exetel is
putting words in their mouths. If Optus really has gone that approach I
feel there might be more to the story to be honest, then what has been
provided on-list thus far.
On 19/01/15 17:01, TWIG Solutions wrote:
>
> 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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