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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

Wow.  Less than 1 month!!!

 

"Optus advises that this number has been disconnected" message today (we were notified by one of our hotel customers).

 

Time to sit on the chat line AGAIN this afternoon (everyone is out on a tour at the moment). 

 

Smiley Mad

 

AaaaaaaaaaaaaarrrrrrrrrrrrrrrrrrrRRRRRRRRRRRRRRRRRRRRRRRRRR!

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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

START OF A 90 MIN CHAT TODAY.  PART ONE...

 

 

Thank you for choosing Optus. Optus has a privacy policy, please let your consultant know if you would like additional information.
Hi, you are now chatting with Ned K.
Ned K • 01:51 PM
Hi, this is Ned K, your Optus Sales consultant. How can I help?
You • 01:51 PM
My name is Tony ​XXX, my company account is "​XXX". My DOB is​ XXX​. Address ​XXX, ​XXX. I run a tour business ​XXX Optus landline ​XXOur Optus landline "IS DISCONNECTED" again. (this has been happening about once a month since August 2017). Please do the following:- (1) Reset the landline service (2) Cancel diversion of calls to Optus mobile ​XXX(3) Re-divert calls from landine to mobile ​XXX(4) Set Ring On Landline to 0, and Ring On Diverted Number to 10 Thanks. history here... https://yescrowd.optus.com.au/t5/Broadband-Telephony/Landline-disconnected-EVERY-MONTH-or-so-since-A...
Ned K • 01:52 PM
Hi there.


How are you doing ?
You • 01:54 PM
hi. not doing good. waiting on optus to fix this. (sorry, not YOUR fault, but you still work for Optus ;-))
Ned K • 01:55 PM
Allow me few minutes.
You • 01:56 PM
thanks. i'm walking away now. back in 3 mins...
Ned K • 01:57 PM
Okay.
You • 01:58 PM
i'm back. how are u going re the Reset?
Ned K • 02:00 PM
Sorry to keep you waiting, I'll be right back with you.
Ned K • 02:01 PM
Allow me few more minutes.
You • 02:01 PM
no worries. i've done this before. too many time before! 😉 so i know it takes some time.
You • 02:01 PM
i'm walking away now, i will hear your entry Bell when you respond.
Ned K • 02:01 PM
Just to confirm are you able to browse internet.
You • 02:02 PM
yup
You • 02:02 PM
internet is fine
You • 02:02 PM
only when someone rings our landline (try it!) it gives that error
Ned K • 02:02 PM
Okay.
You • 02:02 PM
same same many many times before, around once a month
You • 02:02 PM
since august
Ned K • 02:03 PM
Okay.
Ned K • 02:04 PM
Please stay online while I transfer the chat your chat to the right department, they will help you with this.
You • 02:05 PM
ok
This interaction has been transferred
Ned K left the chat
Koko has joined the chat
Koko • 02:07 PM
Hi there! I see you've been transferred. Please give me 2 minutes to review your previous conversation.
You • 02:09 PM
ok. i'm away from this computer but i will hear your Bell when you send something. thx.
Koko • 02:11 PM
I'll be right with you.
Koko • 02:11 PM
Sorry to keep you waiting, I'll be right back with you.
You • 02:11 PM
ok
Koko • 02:12 PM
Tony, before we proceed,may I have the business address and business position?

You • 02:12 PM
please see above it's all been given to you on this chat.
You • 02:13 PM
​<REPEAT OF ABOVE INFO PASTED HERE>
You • 02:13 PM
here it is again
Koko • 02:13 PM
Thanks!
Koko • 02:13 PM
Let me check first the mobile service ​XXX
Koko • 02:14 PM
I will cancel the call diversion for that number first.
You • 02:15 PM
yes, understood. as per my point number (2) in my list of 'instructions' (this has happened to us already many, many times before since august!)
Koko • 02:15 PM
Let me assist you one step at a time?
You • 02:15 PM
yes, those are the steps, one at a time.
Koko • 02:16 PM
I understand.
Koko • 02:17 PM
Fo rthe resetting of landline, what do you mean?
You • 02:19 PM
i have no idea, that's what the lost few techs told me they did. they "rebooted" our landline service?? if you ring the landline now it will say "the number has been disconnected". immediately after 'reboot' the problem goes away. and we can receive calls.
Koko • 02:19 PM
cancel call diversion for ​XXX: work order AOOATAE001
Koko • 02:20 PM
ANd also, you want to divert all your calls from ​07XXX to ​04XXX, is that right?

You • 02:20 PM
yup. as it was the last 3 weeks. most of the time we are all out on the boat.
Koko • 02:21 PM
Let me set up that one now.
You • 02:21 PM
excuse me koko, i think they made sure the landline was working first before they set up the diversions again? is the landline working now?? let me ring it....
Koko • 02:22 PM
What im trying to check now if the call diversion is ON first.
You • 02:22 PM
nope!
You • 02:23 PM
when u ring the landline the message "Optus advises that the number you have dialed has been disconnected, Optus advises that the number you have dialed has been disconnected", and then hangs up.
You • 02:23 PM
fix that first!
You • 02:23 PM
the diversion to mobile will be cancelled when you reset to fix the landline. THEN create the diversion again.
Koko • 02:24 PM
For the landline service, Let me connect you over to our Fixed Technical Support Team right away!
Koko • 02:24 PM
The next representative will be able to view our chat conversation so no need to repeat yourself.
You • 02:24 PM
(isn't there instructions for you there?? this has happened SO many time before, surely what the last techs did must be documented!)
You • 02:25 PM
wow, the Telecoms Ombudsman will be SO thrilled to read all this.....
You • 02:25 PM
you people can't be that thick?!!
Koko • 02:25 PM
I just need to to fix the mobile service before I connect you to the technical support team.
You • 02:26 PM
there is nothing to fix re the mobile service!!!!!!!!!!!
You • 02:26 PM
fix the landline first
You • 02:26 PM
after that u will have to set the diversion from landline to mobile
You • 02:26 PM
what has that got to do with the mobile service????
Koko • 02:26 PM
This is your second request: Cancel diversion of calls to Optus mobile ​XXX
Koko • 02:27 PM
I will be connecting you to the rtechnical support team. Please stay on the line. The next representative will be able to view our chat conversation so no need to repeat yourself.
You • 02:29 PM
fair enough, my bad. i shall re-phrase what i have type above for the next time - the mobile is secondary to this whole thing.
This interaction has been transferred
Koko left the chat

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RetiredModerator Hannah-L
RetiredModerator

Re: Landline disconnected EVERY MONTH or so since August 2017

Hey @skris88, how did you go with the LiveChat team?

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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

Jett has joined the chat
You • 02:30 PM
hello Jett
Jett • 02:30 PM
Hi there! I’m just reading the previous chat and will be with you in a minute.
Jett • 02:32 PM
I understand the situation that you want to fix your home phone that is not working now.
You • 02:32 PM
yes
You • 02:32 PM
"Optus advises that the number you have dialed has been disconnected" when someone rings us.
Jett • 02:32 PM
No worries. I can certainly help you with that.
Jett • 02:32 PM
Thank you for bringing this to our attention.
Jett • 02:33 PM
Please allow me a minute or two to find out the root cause of your issue.
You • 02:33 PM
history here... https://yescrowd.optus.com.au/t5/Broadband-Telephony/Landline-disconnected-EVERY-MONTH-or-so-since-A...
You • 02:34 PM
did u read that last entry from Optus in the forum (before my last 2 responses)?
Jett • 02:34 PM
Thank you for highlighting this to me. Let me look into the issue and find out what best can be done.
You • 02:35 PM
i was promised this will never happen again!
Jett • 02:36 PM
I completely understand the difficulty behind it after being promised by the prevous representatives.
You • 02:36 PM
yes. representativeS - not just one.
Jett • 02:37 PM
Let me find out the problem that is hampering your service and get back to you.
Jett • 02:37 PM
Please bear with me for some time.
You • 02:42 PM
ok
Jett • 02:43 PM
Thank you.
Jett • 02:47 PM
Sorry for the delay. This is taking longer time than expected. I'm working on your issue for your betterment.
Jett • 02:47 PM
The line test is in progress.
You • 02:48 PM
the internet is fine. it is FTTP. there is no problem with the line.
Jett • 02:48 PM
Okay.
Jett • 02:50 PM
Thank you staying online. I appreciate your patience.
You • 02:50 PM
this has happened nearly once a month since August. you simply "reset" the landline service and it works again. you have redivert the landline to our mobile again of course but that is secondary to the problem. why it is taking so long today???
Jett • 02:51 PM
I was checking with my resources and now I have found what can be done.
You • 02:51 PM
i just rang the landline, the "Optus advises that the number you have dialed has been disconnected" message is gone.
You • 02:52 PM
so now just re-divert it to the mobile and all will be "well" - till the next time
Jett • 02:52 PM
Please connect the phone line to the port which is present at the back of your modem and check whether you can hear a dial tone.
You • 02:52 PM
THERE IS NO ONE IN THE OFFICE
Jett • 02:54 PM
In order to remove all the identify the fault in the line, it is more advisable for you to stay where the home phone is present.
You • 02:56 PM
ehy?
You • 02:56 PM
why??
You • 02:56 PM
once you reset the landine service it is fine - for a month or so.
Jett • 02:57 PM
Because I would also require help from your side as well to do some changes manually and report the status after that.
You • 02:57 PM
we don't touch the handset or the modem. the internet is always fine. the service just stops. THE PROBLEM IS NOT IN OUR PREMISE
You • 02:57 PM
what sort of changes? unplug a working phone??
You • 02:57 PM
turn off a working NBN internet service??
Jett • 02:58 PM
Okay. Do you know how is your phone line connected to your modem?
You • 02:58 PM
the same exact way the optus engineer connected it up 1½ years ago
You • 02:59 PM
one landline. connected into the back of the modem.
You • 02:59 PM
we can make calls out.
You • 02:59 PM
we get a dial tone
You • 02:59 PM
NOTHING CHANGES
You • 02:59 PM
it just stops
You • 02:59 PM
WE DO NOTHING
Jett • 02:59 PM
Thank you for all the information.
You • 02:59 PM
or please send an engineer to our premise if you need.
You • 03:00 PM
most of the time we are out trying to run our boat tour business
You • 03:00 PM
the office is empty until the evening or when there is a special request (from Optus to send their engineer)
You • 03:01 PM
we use the landline to make out calls. we use the internet. every day. IT JUST STOPS
You • 03:01 PM
the problem is NOT on our side
Jett • 03:01 PM
The reason why I told you to connect your home phone line to a different port is that to check if the losses can be removed by connecting it to a different port.
You • 03:01 PM
we can move it to the second port tonight. since it is diverted it won't a difference to us, we just won't be able to call out, right??
You • 03:02 PM
so i will organise to do that tonight if you wish. please advise.
You • 03:03 PM
by the way, this is our 3rd optus modem. so i doubt very much it is the hardware
Jett • 03:03 PM
Yes, I would request you to connect to the port 2 on the back of your modem and check the phone line connection.
You • 03:03 PM
will it be able to ring out? are both ports the same??
You • 03:03 PM
HAVE YOU DIVERTED INCOMING CALLS TO OUR MOBILE PHONE YET?
Jett • 03:04 PM
I would not be able to give you the exact explanation until or unless the problem is met to the expectation.
You • 03:04 PM
please do that urgently, our customers who call us to book a tour aren't getting an answer if not
You • 03:05 PM
we don't need an explanation as to why it happens, just fix it.
You • 03:05 PM
send an engineer out again with a new modem if u must
You • 03:05 PM
just let us know so someone is taken off the tour job for that morning
You • 03:05 PM
to wait for engineer
Jett • 03:05 PM
Yes, I will find out where the issue is from and fix this issue at the earliest.
You • 03:06 PM
ok, thanks. is the landline diversion to mobile in place and working??
Jett • 03:06 PM
I have made the call divert changes to your mobile number. It will be effective from 15 minutes to 4 hours.
You • 03:07 PM
it is already ringing on the mobile (on the boat). excellent!
You • 03:07 PM
so...
You • 03:08 PM
when do u want to book an engineer to come out and check our modem and landline? do u want me to swap the phone from port 1 to port 2 on the back of the modem
Jett • 03:08 PM
Great!
You • 03:08 PM
?
Jett • 03:08 PM
I will give you an update on that. Please stay online.
You • 03:09 PM
ok, thanks.
Jett • 03:09 PM
You're welcome.
You • 03:11 PM
can u send an SMS re the date and time?
Jett • 03:12 PM
I would like to inform you that a technician will be reserved only when I have atleast made some changes from my end. As you are not present at home currently and inform me about the home phone status, I will not have access to reserve a technician.
You • 03:14 PM
i will be in the office tomorrow at 10am then. can u call me at that time?
Jett • 03:15 PM
However, I will give an update to the case management and they will look into your issue at the exchange.
You • 03:15 PM
i am quite confident the problem is at the exchange, otherwise why will whatever it is you did today fix the problem?? both you and i are not at the modem and physical landline!
Jett • 03:16 PM
As this is a chat platform, I have limited access to calls. You can come back to us on chat if you the problem is not yet resolved. You will be given a better assistance.
You • 03:17 PM
the tech coming out and my not touring tomorrow is a huge cost to me (i don't get paid not helping on the tour) so seems really like a a waste of effort.
Jett • 03:19 PM
Sorry to keep you waiting, I'll be right back with you.
You • 03:19 PM
the services are PERFECT - until suddenly the landline goes into "Optus advises the number you have dialled has been disconnected." sounds very much like a system issue thinking we have not paid our bill or something. i suspect it is the 2 idiots from Cairns Central store jumping on some router or getting someone to do it and cut off our service just to spite us. never mind, they will get their just dues someday for their incompetence and causing all these issues.
Jett • 03:20 PM
Thank you for letting me know about the status of the services.
You • 03:21 PM
also our nbn internet, landline and mobile phone were with iinet for 12 months before we switched to optus. in that 12 months there were NO problems. with optus we have had continual problems since day 1. what does that tell you? hardware? cables?? of course not! yet on one in optus can "fix" this??
You • 03:21 PM
anyway, goodbye for now
You • 03:21 PM
till the next time 😞
Jett • 03:21 PM
Bye tc.
Jett • 03:21 PM
I hope your issue is fixed at the earliest.
Jett • 03:21 PM
🙂
You • 03:22 PM
hope? hah!
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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

Hi Hannah,

They resolved the situation..... eventually. 

It took 90 mins!

Thanks for checking.

Any chance this is going to get looked at PROPERLY this time?

Regards,

 

 

 

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RetiredModerator Hannah-L
RetiredModerator

Re: Landline disconnected EVERY MONTH or so since August 2017

@skris88 Are you able to confirm which modem you're using at the moment please? 

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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

Hi Hannah-L,

 

I'll check the next time we are in the office.

 

Thanks,

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Frequent Contributor
Frequent Contributor

Re: Landline disconnected EVERY MONTH or so since August 2017

Joyce • 09:43 AM
Hi, this is Joyce from the Broadband & NBN Technical Team, welcome to Optus LiveChat.
You • 09:43 AM
Hi. My name is ​xxx, my company account is "​xxx". My DOB is ​xxx. Address ​xxx. I run a tour business ​xxx Optus landline ​xxxWe had a problem yesterday that has been resolved except for one last thing. Please set "Ring On Landline ​07xxxto 0, and Ring On Diverted Number ​04xxxto 10" history here... https://yescrowd.optus.com.au/t5/Broadband-Telephony/Landline-disconnected-EVERY-MONTH-or-so-since-A...
Joyce • 09:45 AM
Hi Tony, good morning 🙂
Joyce • 09:45 AM
Thanks for waiting
Joyce • 09:46 AM
I understand you would like to divert the calls from ​07xxx to your mobile ​04xxx and set the ring to 10, is that right?
You • 09:47 AM
Yes please. Calls are being diverted already, but the rings is set to 3 (?) or so at the moment, needs to be to 10 rings or whatever is the max.
Joyce • 09:47 AM
Ok. the maximum ring we can set it 8 
Joyce • 09:47 AM
so i can set it to the 8 rings
You • 09:47 AM
8 will be fine. thx
Joyce • 09:48 AM
ok no worries
You • 09:48 AM
(will change my request next time to say "8", thanks ;-))
Joyce • 09:48 AM
Im working on it now
Joyce • 09:49 AM
by the way, Tony, can I also have your position in the business?
You • 09:49 AM
i'm the Managing Director
Joyce • 09:49 AM
ok thanks
Joyce • 09:50 AM
I have already changed the diversion settings to 8 rings. 
You • 09:51 AM
ok, excellent. thanks. HAND!
You • 09:51 AM
Have A Nice Day
You • 09:51 AM
bye
Joyce • 09:51 AM
You're welcome, Tony.  Just making sure we got everything covered for today.  Is there anything else I can help you with aside from this?
You • 09:51 AM
no. nothing more for today.
You • 09:51 AM
thanks.
Joyce • 09:51 AM
No worries.. Thank you for taking the time to chat with us today. It's my pleasure to chat with you. 🙂

 

 
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