Whirlpool

I am with aaNet and yesterday afternoon at about 0200pm i lost my internet connection, tried all the usual things, check settings, reboot modem/router, reboot computer all with no joy. Modem shows a green light for ADSL signal. Phone line works for phone calls.

I then started contacting friends in town on Bugpond and discovered they had all lost their connections. Obviously an issue at the exchange or further back.

we then started trying to report a fault to Telstra and here the fun begins, Bugpond support just kept telling us there was no problem reported with the service, trying to get us to do what we had all tried anyway with resets etc.

even when told it was affecting multiple users and different ISP's they just kept denying there was a problem, refusing to report a fault and coming back to blaming the users setup!!

then we tried reporting the fault thru the Tel$tra number for phone line faults and of course they said it was nothing to with them (correct!) and referred us back to Bugpond tech support and in my case aaNet tech support! One operator suggested we contact as many users as possible and flood the support line until we got a result!!

As far as i can tell nearly 24hrs later we still have no connection and the fault has not even been logged.

i tried ringing Tel$tra wholesale but they wont report the fault because i am an end user not a service provider!

if anyone has any ideas how to get tel$tra to do something about this please let me know!

Shouldnt AANET report this to Telstra Wholesale?

Wat kind of green light is your modem showing you? is it the sync line? because if you have sync you should have internet. Unless there is something wrong with your settings in your computer.

you have no choice but to report this issue to your own service provider, ie aaNet. same goes for your friends, they call Bigpond.

you cannot report ADSL faults any other way, period.

galumay writes...

we then started trying to report a fault to Telstra

Why would you report a fault to Telstra? You are not their customer, you should report it to your ISP!

then we tried reporting the fault thru the Telstra number for phone line faults

Why on earth would you do that, when there was nothing wrong with your phone?

and in my case aaNet tech support!

Why are you surprised by that? You are not Telstra or Bigpond's customer, so why call them?

and the fault has not even been logged.

All because you never bothered to contact your ISP!! So that is your fault, no one else!

i tried ringing Telstra wholesale but they wont report the fault because i am an end user not a service provider!

Correct, you are not!

if anyone has any ideas how to get Telstra to do something about this please let me know!

Try following the correct procedure and contact your ISP!!

thanks for the feedback, Seikai No Senki the reason i was trying to deal with tel$tra is that there are many bugpond customers affected and i was at one of their houses and we were trying to get them to address the issue. we contacted the phone line faults number because the bugpond support people refused flat out to deal with the issue.

even tho' the sync light is on i have changed nothing on my computer settings, none of the many bugpond customers had changed anything on theirs and i cant believe all of the affected users could have developed issues with their settings at the same time.

my ISP does not have technical support out of office hours hence my attempts to get tel$tra to address the issue, given that so many of their customers are affected.

galumay writes...

my ISP does not have technical support out of office hours hence my attempts to get tel$tra to address the issue, given that so many of their customers are affected.

You don't pay Bigpond so theres no reason why they should help you.

When your ISP's helpdesk is open again, call up, explain you have sync, no authentication, have tried this this and this and they will get Telstra to do a reset on their end.

Simple :)

i must be expressing myself very poorly! i am well aware of my available course of action as an aaNet user, half of these calls were made by or on behalf of bugpond customers and yet the fault is neither reported nor fixed.

Bugpond has a bunch of very annoyed customers now.

In that case, yes, we know bigpond support sucks :P dont state the obvious, it confuses everyone

thanx everyone! service restored this afternoon, no feedback from tel$tra to any bugpond users who were affected and lodged complaints!!

no feedback for me either, but i am not surprised as i wth another ISP.

galumay,

some times you just gotta sit and twiddle your thumbs... i know its a pain but you rarely here of dsl services which are out.. and they stay out for extended periods of time.