I'm a new customer to Internode and not a very happy one.

The fast churn option worked fine and took about 3 business days.

Day 1 (Got Connected) Thursday May 8
I got sent on my mobile phoen via SMS txt the wrong username and and password to connect.

So when I got home of cuorse my Internet access was down.
Called Internode and they said that they will reset my password. This finally worked.

Day 2
Went to use my personal web space and was using it when I lost access. There was a national outage on this. Frustrating

Day 3
LineSync Issues just started happening all of a sudden which I had hardly ever had with Bigpond. Logged 2 support requests. No respone from Internode

I have my modulation set to G.DMT have all the appropriate Line Filers in place with spares just in case have put brand new telphone short cable between router and telephone socket and I get 3-4 Linesync terminations a day now. No response from Internode support

Day 4
For the privilege of being a new customer for only 4 days I get a $275.85 bill saying new activity for month of May and payable on June 6

Day 5 (Today)
Mor LineSync Issues finally a response from Internode telling me its not their fault and basically saying it must be at my end.

My first impressions of Internode are very poor and I'm not a person to complain very often.

If anyone else has had similar issues let me know.
I'm going to take this further.

Peter

peter05 writes...

LineSync Issues just started happening all of a sudden which I had hardly ever had with Bigpond.

Doesn't this mean that it did actually happen with bigpond and now it has got worse? Did you by any chance change to a faster speed when you churned such as Up to 8Mb?

The line sync issues are just showing that there is something wrong with your physical line. You need to log a fault with your telephone line provider. If there is noise on the phone line, do this by calling the telephone provider directly and complain about the noise. If there is no problem with the voice connection then follow Internodes advice to make sure that there is no problem in the home and then get them to log a fault directly.

Cheers

peter05 writes...

Day 1 (Got Connected) Thursday May 8
I got sent on my mobile phoen via SMS txt the wrong username and and password to connect.

What do you mean by wrong username/password? I find that confusing since the whole thing is an automated process.

Day 2
Went to use my personal web space and was using it when I lost access. There was a national outage on this. Frustrating

That's life. It's the bigesst 'problem' I've had with Intenode in ~5 years.

Day 3
LineSync Issues just started happening all of a sudden which I had hardly ever had with Bigpond. Logged 2 support requests. No respone from Internode

And were you on an 8mbit plan with Bigpond as well? If not, then you're hardly comparing apples to apples.

The faster you're running your line, the more sensitive it is to any problems/faults with the connection.

Slower services have a much larger margin for error, so the same problems aren't always as visible.

Day 4
For the privilege of being a new customer for only 4 days I get a $275.85 bill saying new activity for month of May and payable on June 6

So you've obviously chosen to pay by quarterly invoicing then? I don't really see what's supposed to be wrong with that?

Day 5 (Today)
Mor LineSync Issues finally a response from Internode telling me its not their fault and basically saying it must be at my end.

And did they give you any suggestions/advice about getting your problem fixed? It'll probably be a good idea to do it ...

peter05 writes...

Day 3
LineSync Issues just started happening all of a sudden which I had hardly ever had with Bigpond.

and yet in this post you wrote:

Have you had many Internet syncing issues?

I have had no end of trouble with Bigpond. And I moved house from another house in Farmborough Heights a few months ago so I thought it may have been the copper in the house. Still have the same issues with BigPond syncing issues at this new house.

So which is it?

If you're genuinely seeking assistance in troubleshooting your issues, it's in your best interest to provide factual information - less you want to be shot down in flames by the fanbois.

As sumdude pointed out, it's possible that you may have a line problem between the exchange & your premises.

You state that you've moved premises. If you've remained on the same exchange it's probable that you're still on the same DSLAM port which could possibly be faulty.

And it's also possible you have a dodgy modem and/or internal cabling.

You might like to consider in enlightening us in respect to what isolation testing has been performed so far.

Thunderbird 1 writes...

and yet in this post you wrote:

So which is it?

The OP is really contradicting himself with those two particular posts (talk about being sprung/caught out). I wonder which one is more factual?

Also +1 for the sound advice offered by Thunderbird 1

I recently moved to the house I'm living at about 23 months ago.

The phone service had not been connected for a while. I asked Telstra to do a Inspection of the Line to see if I would have any issues connecting to ADSL. The line was reported as having no issues.

I had my Bigpond connected again 8Mbit plan and was working. But Bigpond is very expesnive plus they charge for uploads.

The whole reason I went to Internode was because I heard nothing but Praise for Internode. So I fast churned and this worked really well.

I'm not convinced that its the line as Telstra have done an inspection already. I'm getting a new Billion ADSL/ADSL2+/VOIP modem tomorrow the BiPAC 7404VGP-M

So the common things are

No Speed Increase
No Modem Change
Same computers PC running Windows XP SP2 and a IMAC running 10.5.1
No cabling changes

I logged a call with Internode and they said there were no reprted issues at the Unanderra Exchange for Internode DSLAM.

I may well have a line problem as you have indicated and it could be just coincidence but its not just me. A friend of mine is also having issues after churning to Internode from another ISP in Wollongong.

Anyway I will work with Internode Tech Support. I want the issue fixed as my wife wants to start using VOIP.

Peter

peter05 writes...

Day 4
For the privilege of being a new customer for only 4 days I get a $275.85 bill saying new activity for month of May and payable on June 6

If you chose quarterly billing, what the hell were you expecting?

It tells you that you must pay 3 months in advance!!!

If anyone else has had similar issues let me know.
I'm going to take this further.

Yes, you should take it further... Get that line / modem checked...

No response from Internode support

If you are talking about email, then of course there is no response except for a ticket number... You probably won't hear from them for at least 2 weeks.

Whats wrong with calling them, and quoting the ticket number, and they will do their very best to help you.

Trust me, I have been on the receiving end of internodes help desk, and they are VERY helpful people.

Also, going from other posts of yours, you had the same problems with Bigpond... Did you expect a line / modem fault to be fixed churning to another provider?

I'm a new customer to Internode and not a very happy one.

The majority of customers who join internode are very happy...

Advice - Call them up during business hours, with your support ticket no. And I bet your problem gets fixed within 72hrs, depending on the severity of the problem.

You've just got to hang in there

peter05 writes...

I'm going to take this further.

Good idea.

No only had issues when I was cut churned to Internode.

I'm a reasonably experienced IT pro having spend 20 years in IT and having worked for Some ISP's.

I'm also familiar with Telstra exchanges because I work with an EX telstra Tech.

I'm thinking that my drop outs are possibly related to the exchange and I'll work with Internode Tech Support to get this resolved I hope.

As you can appreciate as a New customer to Internode the experience has not been a good one and I'm an IT person.

For people thinking of migrating to a different ISP its not just plain churning and away you go.

I think some-one on Whirlpool needs to create a user friendly guide to switching ISP's and all the pitfalls with doing so because it can be a harrowing experience.

I just want to get it working as my wife wants to use VOIP thats the main reason I churned to Internode.

Will keep you posted.

Peter

I didn't anticipate such a response. But I'm glad because I think the Whirlpool community has been fantastic in assisting me with idea's and thoughts on ISP's. The main reason I've churned is as I mentioned in a previous post was I would like to try VOIP and wanted the reliable ISP.

I didn't think I would have had LineSync issues to be honest to early.

Is there a document, WIKI guide for people migrating to another ISP and what to look out for. I'm not alone with this problem as I have read other forums not all in Whirlpool that have similar issues and they seem to be at the Exchange. The Unanderra exchange has a Telstra DSLAM and Optus DSLAM which Internode utilises.

I think that this is where for consumers it gets very confusing. If the ISP says there are no issues on their side and they point you to you local environment and Telstra or Optus says there are no issues then where does one go for assistance.

Its okay for people with IT skills but for the average person who has these issues its very frustrating.

I'm sure I'll get to the bottom of it.

I'm trying to make the point that for new Customers to Internode or any ISP I think that there should be a indepth guide to connecting broadband and churning. The churn process was automatic and did work quite well but its the after migration part where is a person has issues and Internode have exhausted there support options then a consumer is really at the mercy of the Carrier.

Anyway I'll keep you all posted.

Peter

When I received me username and password via SMS txt to my mobile phone I was sent some-one elses userID and password. Not mine. This alarmed me.

The Personal Web space issue yes its a fact of life services go down unfortunately is happned right in the middle of me setting my page up and I was a bit upset.

The billing process does say quarterly but doesn't mention that you are going to be billed 2-3 days after you have signed up. I was under the impression I would get the quarterly bill in the next quarter. Its not clear on the Internode web site thats all.

I did recive today a very detailed e-mail from Internode support.
And I have tried everything they suggested and still getting LineSync drop outs had one a few minutes ago. Have unplugged my home phone also.

See response below. I think this should be in a document somewhere oe WIKI that explains to new users and experienced users on the issues with LineSync drop outs.

By far it would seem the most common issue is to do with people not having Line Filters in installed. But as I have a centrally installed filter which was professional installed I'm reasonably confident its not that.

I'm just hoping this issue won't drag on as the boss "My Wife" will tell me to ditch Internode and I don't reallt want to because she wants the VOIP reliable.

Let you know how I go.

Peter

I think you have miss quoted me here.

I had very few issues with Bigpond only one that I can recall when I first connected to them and that was my fault because I didn't have aline filter in.

Now at my new house I have a centrally installed Line Filter.

Anyway I'll keep investigating.

Peter

Well i have just come to an end of a 3 week fault with Internode and without going into detail Internode's support was lousy at best

peter05 writes...

I was under the impression I would get the quarterly bill in the next quarter. Its not clear on the Internode web site thats all.

If that was the case, whats to stop people abusing and churning to another ISP after the quarter has gone? If ISP's did that, then you could be in an almost endless free internet usage rampage, without paying a cent...

You only have to think about it for 1 second...

DId you get the fault resolved?

And what was the fault?

Was it at the Exchange?

Or was it LineSync issues like me

I'm very interested to know what your experience has been like.

I think Internode should take the lead and get a person involved in the churn or new connection. There seems to be too many variables at play for broadband.

I was thinking of going VOIP but if I'm having LineSync issues then its really hard to go VOIP as VOIP has its own set of issues with quality.

I think our Broadband system will have to evolve more before consumers can be satisfied.

Peter

After countless isolation tests a port swap having the line tested so many time haing the house recabled installing a central/filter having etechs out to check the house it turned out to be a faulty modems internode supplied me with 3 faulty modems

peter05 writes...

I'm very interested to know what your experience has been like.

Wouldn't you like the user base as a whole - experience?

Make a poll

Internode are great value and deliver excellent broadband but their staff are so unorganized it;s just a mess trying to get anything done

peter05 writes...

I may well have a line problem as you have indicated and it could be just coincidence but its not just me. A friend of mine is also having issues after churning to Internode from another ISP in Wollongong.

You do realise, don't you, that the only "change" that has occurred is in the programming at the exchange. You are on the same cable and on the same port and on the same DSLAM (hence why churns are so quick, cheap and easy).

peter05 writes...

I think that there should be a indepth guide to connecting broadband and churning

You mean like this and this?

I think Internode's FAQs are very good.

I'm just hoping this issue won't drag on as the boss "My Wife" will tell me to ditch Internode and I don't reallt want to because she wants the VOIP reliable.

Hang in there. It sounds like your problem will only go with you if you were to churn again. From what I've read on Whirlpool, you'll be less likely to resolve the issue if you churn away.

I hope Internode is able to help you fix the problem quickly. I've been with Internode for almost 4 years (at 2 different premises) and been using VoIP (through another provider) since late last year. Also, based on my recommendation, several of my clients have their broadband connections with Internode - they're on various plans. All very good.

Anyway I'll keep you all posted.

Please do.

EchoRob writes...

i have just come to an end of a 3 week fault with Internode and without going into detail Internode's support was lousy at best

Sorry to read about your experience, EchoRob. Could I suggest that you send an email to Internode management via feedback@internode.on.net explaining what you went through - if you haven't already done so. This gives Internode the chance to make amends with you and also avoid the same thing happening again.

If they actually used their heads i would not now be out of pocket over $500

If it was Internode's fault, I'm pretty sure that they would not leave you out of pocket if you send the details to that feedback address.

I have done this and it's in the process off being reviewed even though they are dragging it out but i'll be a little more pactient

Wait till you order your first data block and discover your quarterly billing is actually monthly. Then discover if you miss paying it you risk having your prepaid account suspended.

I do pity you, the whole industry stinks when you have a poor quallity line. If your lucky you will have noise on the line and can lodge a fault with telstra. If not your left with phoning node support and being told to do isolation test after isolation test. They will then blame your modem/computer/fax/dirty underwear before admitting the it could possibly be a line fault. Luckily most of the time node tech support have quite short waiting times. Pity every time you ring them you will be required to do another isolation test.

Good luck. I ended terminating my 2nd adsl and phone line because it was simply not worth persuing. I have one of these next3g phone things that I use as my backup now.

Yep the who industry stink very bad.

If Internode ever get me to perform another isolation test i swear i will blow this whole country up

Isolation test again and again and again and again and again and again and again. i would glady do them if it was going to fix the prob but they don't they just waste ya time.

peter05 writes...

The fast churn option worked fine and took about 3 business days.

So Internode put your request in without a problem in a timely fashion.

Day 1 (Got Connected) Thursday May 8
I got sent on my mobile phoen via SMS txt the wrong username and and password to connect.

It's an automated system. At least it's a very simple problem and could be fixed easily. Some ISPs don't use SMS at all - it's there to make things more convenient for you.

Went to use my personal web space and was using it when I lost access. There was a national outage on this. Frustrating

Every ISP has outages. Luckily, Internode are quick to acknowledge and fix theirs. Other ISPs are not so quick to acknowledge and will outright deny there is a problem (see Netspace in Tasmania over the last 5 years as an example).

Day 3
LineSync Issues just started happening all of a sudden which I had hardly ever had with Bigpond.

This has absolutely ZERO to do with your new ISP. A churn means you keep the same cable and the same port on the same DSLAM (all Telstra owned).

Day 4
For the privilege of being a new customer for only 4 days I get a $275.85 bill saying new activity for month of May and payable on June 6

... You're complaining because they're billing you? I don't see why you bring this up since it's a failure on your part to understand the way they bill. This is all clearly outlined on their website.

Day 5 (Today)
Mor LineSync Issues finally a response from Internode telling me its not their fault and basically saying it must be at my end.

It's not their fault, correct, but they will help you fix the problem though whether they have to engage Telstra after you do all your troubleshooting or send out technicians to help you find the fault within your property.

You also got a response to your email within 2 days. You previously stated you didn't get a response. This was misleading. You did, it was within 1 business day (according to your own timeline). Quite good for email. If you want something fixed faster, please call them.

I'm going to take this further.

Please do - the process is clearly outlined here www.internode.on.net/abo...plaints_handling

It seems to me the only actual problem here is your line synch issue. Email is a very bad way to get this fixed if you want it done fast because loss of line synch has multiple causes and requires you to do a few different troubleshooting steps. It's not something you can shoot an email off about and have them fix straight away. You need to actively engage them and do the basic troubleshooting.

General things to try before phoning Internode support:
Isolation Test
Turn modem off for approx 15 minutes
Factory reset modem and set back up again.
Try a different phone point if one is available
Try a shorter cable between phone point and modem

If you get these things done before you call support, I'm sure your call will be handled very quickly. These are the general troubleshooting steps you will be walked through first.
I lost PPP auth on Thursday. Gave Node a call after doing those steps above (apart from the different phone point). The rep on the line then got me to try the different phone point and after that failed as well, he lodged a fault with Telstra. No hassle what so ever. The line was restored the next morning and I receieved an SMS saying that the service was fixed whilst at work.

EchoRob writes...

Isolation test again and again and again and again and again and again and again.

I can understand your frustration. Other users here have expressed similar feelings.

Internode help desk staff are trained to take steps to ensure a fault is not at the customer's premises before calling in Telstra. Having said that, I do wonder if Internode could somehow change their procedures to alleviate the sort of frustration you went through.

Hi Peter05
sorry to hear of your problems...
as for:-

peter05 writes...

For people thinking of migrating to a different ISP its not just plain churning and away you go.

Actually - it has always been like that for me - and I suspect (conjecture) for most people.
As has been pointed out by OUR Internode rep here (possessive ain't we :-) ) There has only been a programming change - no physical change at the exchange so - I don't understand why you are having connection problems.... maybe the physical steps you took to "prevent problems" actually introduced them...?

rj writes...

Internode help desk staff are trained to take steps to ensure a fault is not at the customer's premises before calling in Telstra. Having said that, I do wonder if Internode could somehow change their procedures to alleviate the sort of frustration you went through.

i belive 80% of no sync faults are fixed by doing an isolation test. when troubleshoting, makes sence to go for the most obvious

Sgt Doofey writes...

If you get these things done before you call support, I'm sure your call will be handled very quickly..... No hassle what so ever. The line was restored the next morning

The one time I've had a problem here, my experience was very similar. We'd had a doozy of a thunderstorm here one night last year. I'd unplugged everything whilst the storm passed through. Later I plugged everything back in but couldn't get the connection to work. After I'd spent some time trying various things, I rang Internode help desk at about 10:30PM. They put a report into Telstra. I think the DSLAM had gone pfft. The problem was fixed around 7:30 the next morning. I guess this is one of the benefits of living in a major regional town where Telstra personnel are based at the phone exchange.

Eevo writes...

i belive 80% of no sync faults are fixed by doing an isolation test. when troubleshoting, makes sence to go for the most obvious

I don't disagree. What I was wondering, though, was that perhaps Internode could review their procedures so that customers aren't made to feel that they are doing the same thing repeatedly and not getting anywhere.

rj writes...

What I was wondering, though, was that perhaps Internode could review their procedures so that customers aren't made to feel that they are doing the same thing repeatedly and not getting anywhere.

That is why EchoRob was told to email feedback@internode.on.net - that goes straight to management. They can then compare his side of the story to what the level 1 2 and 3 techs wrote and decide if they need to make any changes.

d3rt writes...

That is why EchoRob was told to email feedback@internode.on.net

... and you'll note that I was the one to make that recommendation. :)

In my comments above, I was 'thinking out loud' that the issue of the repeated isolation tests should be addressed during the follow up phase.

EchoRob writes...

Well i have just come to an end of a 3 week fault with Internode and without going into detail Internode's support was lousy at best

lol

The customer was lousy at best.

EchoRob writes...

Internode are great value and deliver excellent broadband but their staff are so unorganized it;s just a mess trying to get anything done

I have had nothing but good experiences with node's helpdesk.

Have you ever dealt with tpg's?

Please do so then you will appreciate what internode provides.

Porkys writes...

I have had nothing but good experiences with node's helpdesk.

Ditto.

Have you ever dealt with tpg's?

Or Optus! Im still waiting for some of my hair to regrow.

But even some people have bad luck with any company its the nature of the beast.

peter05 writes...

I was under the impression I would get the quarterly bill in the next quarter.

wow, what a bill that would be when it did arrive =] (paying for half a year).

I am having LineSync issue as well first with my Netgear D834G V2 and now with Billion 7300G.

The LineSync issue gets really bad when it rains, but I still get LineSync issue once in a while even if its not raining. When it happens, it will last up to 1-2 hours at time before I get one.

I have called Telstra twice to do a check on my line, and both they said its fine.I have doen the isolation test, and have change the modem as well as mention above.

I have raised this issue with Internode and the ticket is still open. They downgraded my link to 8Mbps from my ADSL2+ speed of 20Mbps. They(Internode) are monitoring the logs and has yet found out what the issue is. With the 8Mbps link, I am still getting LineSync issue every 1-2 weeks. Everytime, I called Internode, they ask me to do more isolation test that I have done.

I will have to live with my 8Mbps speed although I am paying for a ADSL2+ service while waiting for Internode to decide to move and try to fix this issue.

I wonder if they can come out with more isolation test the next time I call.

rj writes...

... and you'll note that I was the one to make that recommendation. :)

Actually many people recommended it to him last week, when he made 3 different threads complaining about his problem repeatedly. You weren't the first and probably won't be the last.

bliz writes...

The LineSync issue gets really bad when it rains, but I still get LineSync issue once in a while even if its not raining.

You have a line fault. Is there noise on your phone? Turn off or disconnect your ADSL modem from the phone line, pick up your phone and press any number once to make it silent. Do you hear noise?

peter05 writes...

I'm a reasonably experienced IT pro

Famous last words...

d3rt writes...

Actually many people recommended it to him last week, when he made 3 different threads complaining about his problem repeatedly.

Oh, EchoRob is that user. Thanks for the reminder.

Yes, once in a while I do hear noise on the line, hence I called Telstra twice and both time they said the line is fine.

bliz writes...

Yes, once in a while I do hear noise on the line, hence I called Telstra twice and both time they said the line is fine.

Get internode to log the fault with telstra then.

Go through all the testing with the help desk and then they will log the fault with hellstra.

But they will not until they can prove without a doubt that it is a line issue.

I have already told them and all they replied want me to do is another isolation test and downgraded my speed and look at the logs. When I told them that I am still getting the LineSync issue, they said the log is fine, we still need to monitor it longer.

Unfortunately, it takes time to build evidence before they can log it with Telstra. They won't even look at the line unless you can, without a doubt, prove that the problem isn't at your house or with Internode, so it sounds like they are building a case to get Telstra to look at it.

I will give Internode another call, as Telstra came to my house and check the line and it was fine. Hopefully that will be enough to get Internode to have a case.

Sgt Doofey writes...

Unfortunately, it takes time to build evidence before they can log it with Telstra. They won't even look at the line unless you can, without a doubt, prove that the problem isn't at your house or with Internode, so it sounds like they are building a case to get Telstra to look at it.

This is the way it is.

They did it for me too.

After a long discussion with Internode, they finally escalating it to Second level(still no Telstra) with a warning that they might not treat this as an issue as I have been connecting to the net for 4 days with the 8Mbps downgraded profile.

Fingers crossed that it will be fixed this time around.

It does sound like there is an issue with your line between the exchange and house, especially considering that you are having issues mainly when it rains. It could be that you have to wait until the next time it rains and you might start getting the same problem again. As I said, it can take time to build a case, just because it is stable now, doesn't mean it will remain stable. It will just take time to sort things out, especially if things are affected by the weather.

What you might want to do if you get drop outs the next time it rains, check the phone again whilst it is raining and your ADSL is dropping out to see if there is any noise on the line. If there is, just log a call with your voice provider to get it resolved, otherwise, keep at Internode to get it resolved.

How user friendly? There are a number of guides and lots of information.

whirlpool.net.au/wiki/?tag=VoIP

/forum-replies.cfm?t=851340

Before you sign up to an ISP above.

/forum-replies-archive.cfm/527990.html

There is lots of information on google too.

www.voip.com

The whirlpool information is supplied by the community when the have time to organize things,this includes starting new forums someone has to do the work which takes time and is not easy- I recon that I should know as I helped to create the VoIP forum from a sub forum and possibly the sub forum as well, from 0 to full forum took a number of years about 3 years ago and we still do not have [yet] full porting of telephone numbers a thing that was asked for about 3 years ago.

The information has to be as accurate as possible and usually is but the information was provided by users of Whirlpool.

If you want to create a user friendly document go ahead I am sure no one would mind .

EchoRob writes...

Isolation test again and again and again and again and again and again and again. i would glady do them if it was going to fix the prob but they don't they just waste ya time.

Hello EchoRob

It is a Telstra requirement to go thru all the isolation tests. It is also for your benefit, as if Telstra do not find a fault with your line, and it is your equipment, you could be up for quite a large fee.

Chris

bliz writes...

After a long discussion with Internode, they finally escalating it to Second level(still no Telstra) with a warning that they might not treat this as an issue as I have been connecting to the net for 4 days with the 8Mbps downgraded profile.

Fingers crossed that it will be fixed this time around.

What are you complaining about?

Your still get 8mbit.

Some of us can't even get adsl2+ with node.

What are your modem stats?

Chris Atkins writes...

It is a Telstra requirement to go thru all the isolation tests. It is also for your benefit

Plus... generally users tend to say they've done something when they haven't :)

Me: "Can I get you to reboot the PC please?"
5 seconds later:
User: "Done"
Me: "So it's currently rebooting?"
User: "No, it's already back up and how it was before"

*sigh*
Turning monitor off and on does not equate to rebooting :D

No excuse the support i received from internode was poor. was lied to on more than one occasion, mislead which cause the prob to span out much longer than it need to. Was given 3 faulty modems. I askedso many time to given a new modem because i still felt the modem was a fault Internode swore black and blue it was not the modem. After spending over $500 having my home re cabled and having a central filter installed Internode still belived the fault was at my home so they said i must have Etechs come out check my home which i think is crap but any way etchs come and guess what its the modem at fault. 3 weeks of hell could of been avoid if they just had of given me a new modem to begin with not a refurbished that was faulty so what do they do give me anoth 2 refurbished ones that turned out to be faulty too. I asked os many tmes for a new modem but they swore it wasnt. I should of just gone and bought a new modem and sent the bill to Internode.

I rang up and said i want to be compensated for all of this i was told i must go into the office and collect the appropiate paper work to be filled in. I go into the office and guess what no one has any idea what i am on about. I said a so and so from the CSS department told me thiss info and guess what no one has heard of a CSS department. It's so freaking fustrating. I had to take an hour off work to get into the office aswell. Not to mention all the time off work i needed to haveservice men at my home. What a mess. I underdstand the problems can not be fixed overnight but there is no procedure what so everwith Internode everyone there works on their own little island. Poor is all i can say

P.S My claim can not be reviewed until they get the appropiate Data from Etech. How long does this take 300 years ?

Must admit they do deliver very good value for money broadband. But when things go wrong its a nightmare

Where's the :rolls eyes: emoticon?

Why would any company replace hardware at a customers request without troubleshooting to determine what's faulty? Honestly, who would do that?

With every new post the expense you've paid increases quite astonishingly, how do we keep up?

Did you have any conversation with the guy from eTechs who came out? Do you know exactly what he tested and the amount of testing he did? I'm sure there's a lot of information and as a cabling company I'm sure they also have dozens of other reports to compile.

Couldn't you just call tomorrow, speak with a supervisor or whoever you sent feedback to and ask for an update and some sort of confirmation that these papers you need to sign are in a certain place at a certain time and you need to ask for X person to sort it out?

Don't make excuses the service i received from Internode was poor. How the hell i meant to know what the problem is ? I'm here to work with Internode to get the problem fixed. When Internode have no procedure every time you ring it's not possible to speak to the same person and every staff member has their own way of dealing with it. When they lie on more than one occasion, make promises that are not kept it's impossible to get anywhere. I am sick of hearing the word sorry form Internode thats all they seem to be saying to me. Up until now i have been very patient and polite. I know these problems can not be fixed quciky they can take a long time sometimes. i the customer is willing to work with Internode do whatever i have to do to get the matter resolved you tell me how this is possible when Internode constantly make promises that are never kept,Every time you phone no one knows what's going on so you have to start from the begining again. The service is received to put it polite was shit.Why should the customer always be at the losing end.

bliz writes...

I will have to live with my 8Mbps speed although I am paying for a ADSL2+ service while waiting for Internode to decide to move and try to fix this issue.

Be glad it's not the other way around mate. ADSL2 is cheaper than 8Mbps. That's why so many of us curse being on a RIM.

PB2K writes...

Why would any company replace hardware at a customers request without troubleshooting to determine what's faulty? Honestly, who would do that?

We did trouble shoot so many freaking isolation tests i even had the home recabled a central/filter installed. They said the telstra lines were all good and even had a port swap at the exchange. so we put it down to the modem. 3 modems they gave me were all fulty why give the customer refubished modems ? then they swear black and blue the problem is not the modem and somethinf else and then say its my home again even though i just had it re done they said i must et Etches out to my home and i had to pay to check myhome. they organized etechs to come out he never came so i rang to see why not and internode never organized it so i did it my self. when etechs came out all he tested was my modem and straight away he said itwas fualty he phoen internode
and told them Internode them gave me a new modem and what do u knwo its all working great now. Poor service and out of pocket over $500

I asked so many times for them to replace my modem still under warrnty. No test can be 100% sure but with refurbished modem it risk is far greater.

Ive had a couple of issues sorted out really quickly by tech support at internode.
nothing but praise here

Bugzy1 writes...

If you are talking about email, then of course there is no response except for a ticket number... You probably won't hear from them for at least 2 weeks.

Why should that kind of turnaround be expected? I emailed Internode several times during my signup process (as I didn't have phone access) and they usually replied in 1-2 days.

I've emailed them again after (finally) being connected though, and it's been over a week and a half without reply. =/

Xang writes...

Why should that kind of turnaround be expected?

Because email is not for fast turnarounds. They have a very large customer base, and would most likely get swamped with emails...

Phone is much quicker

Thanks for this.

I think the information is good and is great to see Internode have this. I would like to recommend that Internode have a create .PDF button on all there FAQ pages. Reading offline sometimes is easier and a .PDF would be easier to read for the majority of people.

I'm getting about 2 LineSync disconnects per day still but they seem to be late at night just had one a few mins ago. And its strange as I have had the phone unplugged all day.

Will keep ya posted.

Peter

PeterO5 ahve you got a central filter installed

Thanks for the help is appreciated. I've tried all the above but still get Line Sync issues I had one justy 10 minutes ago and I have had the phone unplugged for the whole day. I have a very short cable between my billion 7300G and the wall socket. Had the wall socket inspected by a Telstra tech a fortnight ago and it all tested okay.

Its interesting because by Billion router line noise is very good I think. see below but attention is I guess average to high. I'm 3.3 kms from the Unanderra exchange.

Operational Mode ADSL G.Dmt
Upstream 384 kbps
Downstream 6912 kbps
Noise Margin (Upstream) 23.0 db
Noise Margin (Downstream) 7.0 db
Attenuation (Upstream) 27.5 db
Attenuation (Downstream) 45.5 db

PeterO5 try a new modem, after so much hassles i had it turned out to be the faulty modems

At least Internode do eventually get back to you. Is appears that many other ISP's support is wavering with the uptake of broadband. I manage a large IT MIS department at a University and most of my Systems Engineers have tried just about all the ISP's available in this area Wollongong and we have really only found support to be good from a handfull of ISP's.

Thats one of the reasons I chose Internode because I heard the support was okay. I'm not convicned that its great support but its definately better than Bigpond. I had Bigpond techo's telling me to switch ISP's in the beginning when I first signed up because of technical issues with ADSL 2 years ago.

I think the issues with broadband are here for a while and its going to continue until a government regulatory industry watch dog is appointed to oversea ISP support to Home users.

One of the concerns I have with ALL ISP's in Australia is that home users get "Best Effort" support which means they waive the right to promise a error free service because they can blame the Carriers such as Telstra and Optus yet for business customers they offer an SLA "Service Level Agreement" which includes financial penalties to ISP's like Internode if a Business Customer service is interrupted. But you pay a premium for this naturally.

I use to be a SYSOP of a Bulleting board called EDUCATE.BBS in the early to late 1990's just before Broadband really took off and I had spoken to many Universities in Australia who were using AARNET the University Internet provider. Even back then the Universities said that reliable High Speed Internet services in Australia would not reach its full potential because of the monopoly that Telstra has on the network.

So 18 years later and we are still in the same boat.

I think that running high speed Internet over copper lines will reach the end of its life by 2012 and fiber to the node will become a standard.

Before Broadband came along I was using 300 Baud Acoustic Couplers running over a Old styled telstra handset in the late 80's "Showing my age here :) and the issues I had with data loss and modem disconnects was far worse than what we have today. Technology has come a along way and I think we can't really set our expectations to high as Home ISP users on reliability in All towns and cities across australia. Lets face it some poor regional customers only get satellite.

Will keep you posted on how I go.

Peter

EchoRob writes...

PeterO5 try a new modem, after so much hassles i had it turned out to be the faulty modems

Peter05, please don't go out and buy a new modem. See if you can borrow one first. Your situation may be completely different to EchoRob's.

EchoRob writes...

We did trouble shoot .... refurbished modem it risk is far greater.

EchoRob, you've now restated your problems over 5 different threads on Whirlpool. I hope it has helped you feel better. It seems that you are one of a very small percentage of people who are unhappy with Internode's service. Unfortunately, we can't help you any more than we have in those 5 threads.

I know it's already been pointed out, but Internode's complaint handling process on this web page is still your best course of action. It's all there.

Hope you find satisfaction with Internode.

That's it, I've said enough in this thread now.

Yes :)

I have been working with Telecommications equipment of over 25 years so I think I might be entitled to some credence in what I say on Whirlpool.

My intention was never to be critical of Internode but to high light the fact that my experience as a New customer was not brilliant but frustrating.

Its not just about the LineSync issues but the whole process for joining.

A suggestion I made to Internode seems to have captured their interest.
An on-line IM service to chat facility which would allow Internode customers to have a live chat with a support person. Obviously with you can't access Internet service then this is not of much help but could be useful for both Customers and Internode to get feedback and also I think its a Value add service. ISP's in the US have offered this for some time.

What Bell Telecommunications in the US do is run a Web EX " Remote Web Session" direct to your computer. This allows a support person to inspect your config etc.

Now this may be useful for some things like ADSL modem config, VOIP, etc.

Anyway will keep you posted on how I go.

Peter

Yes I do have a central line filter installed.

The only change really that was made was a churn from Bigpond to Internode and as some-one quite rightly pointed out its just a DSLAM port change.

I'm thinking that an issue may exist at the exchange and I'll need to work with Internode support to get Telstra involved.

Quality of the line is really beyond the ISP responsibility unfortunately and so its best effort service. Now as I have said in this same thread if we were running a business and had an SLA "Service Level Agreement" then we would have far less issues because of the financial penalties involved in ther SLA.

Will keep you posted

Peter

peter05 writes...

some-one quite rightly pointed out its just a DSLAM port change.

There is no "DSLAM port change" with a churn in service.

Eric,

I'm off to bed got a huge Microsoft Exchange 2007 Project to think about at work :)

I really would have even though about comming onto whirlpool to discuss all this but the customers who are complaining the most are my family who like any modern day family now rely on the Internet for school home work, my wife likes FaceBook etc. So keeping them happy and off my back is a priority LOL

Because I'm an IT person its even harder to convince my wife I've done the right thing and churned to Internode. But I think I have.

I probably won't post for a few days now because I'm in the middle of a large project but I think for all those Internode customers who do have issues at least you do have a support department to contact.

The cheaper ISP's really are very poor and your lucky to get any help.

I'm going to trial the new BiPAC 7404VGP-M on 30 day EVAL from a Sydney company and see how this goes as I want to go VOIP anyway.

It might just be a case of my line does like the higher speed at 6900 and above for some reason and I may have to fall back to 1500.

Keep you all posted.

Thanks to all that have posted in this thread.

peter05 writes...

nothing but Praise for Internode

indeed. I've been with internode since November 2005, and still have nothing but praise for them.

duplicate

peter05 writes...

I would like to recommend that Internode have a create .PDF button on all there FAQ pages. Reading offline sometimes is easier and a .PDF would be easier to read for the majority of people.

print the webpage page with PDF Factory Pro and save it to your desktop...no need for Internode to create that feature

print the webpage page with PDF Factory Pro

www.cutepdf.com/Products/CutePDF/writer.asp

cutePDF is free and unlimited.

jazy writes...

print the webpage page with PDF Factory Pro

Or just get a Mac and "print" to PDF :-)

I love that feature and use it frequently.

Only thing I'd want to question Internode about is why they are so much better than everyone else.

peter05 writes...

Its interesting because by Billion router line noise is very good I think.

....

Noise Margin (Downstream) 7.0 db

That's not good at all. In fact, it's actually pretty terrible.

7dB noise margin means that you're on the absolute threshold of signal strength/quality, and even the tiniest bit of fluctuation in your line would be enough to knock it offline.

I don't think it's the least bit surprising that you're getting dropouts with those sort of figures.

Glassjaw writes...

why they are so much better than everyone else.

We try harder.

I have been with Internode for over 5 years now, the LAST problem I had (touch wood) was I think early last year. It's actually been that long I have trouble remembering when it was.
friends have churned and/or relocated without any problem's a number of time's.
I got friends all over the country to use Internode as the Internode service tends to be about the most stable and reliable of them all. IE its just there waiting to be used.
Just as the old saying goes "The best network is the one that doesnt get noticed".
Which it is what Internode is for most of its customers.

Thread closed.