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Ryan1992
Occasional Contributor
Occasional Contributor

New NBN service, DSL flashing, no internet

Hello all!

 

Just need somewhere to start recording this saga:

 

3/5/18 Me and my girlfriend signed up for NBN via Optus.

4/5/18 We received the delivery notification text and received our router.

7/5/18 We also got a text confirming our NBN was ready to go and the router delivered the same day.

Excitedly, we set up the router as per documentation and POOF nothing...

Solid green power light and WiFi. Flashing DSL light and no internet. 

That evening my girlfriend spent 2hrs on the phone fault finding and they said theyd call back the next day.

9/5/18 Still no call back, so I phone through and spend about 1hr fault finding at which point they gave me a case number in a text explianing 'we'll keep you updated'...

 

I know its only been a day so far but I'll keep all this recorded πŸ™‚

 

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17 Replies
petergdownload
Honoured Contributor
Honoured Contributor

Re: New NBN service, DSL flashing, no internet

Optus can be a bit hit and miss in the 'updating' stakes but it seems like so far there's been good communication.

 

If Optus haven't tried to swap over the modem it would suggest they think there's an issue with the line.

 

The now need to contact NBN and NBN will arrange to look into it in their own time (i.e. beyond Optus control)

 

Hopefully they get it up and running by the weekend.

 

Regards

 

Peter Gillespie

Ryan1992
Occasional Contributor
Occasional Contributor

Re: New NBN service, DSL flashing, no internet

Just a quick update almost exactly 24hrs since I phoned through with the fault and I've received a text saying 'the fault should now be fixed'....

 

10/07/18 above text received, no phone call or extra information. Still no internet. Solid green power and Wifi and flashing DSL. 

 

Now I'm guessing going to go though the whole business again... 

 

I'll keep you posted πŸ™‚

 

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petergdownload
Honoured Contributor
Honoured Contributor

Re: New NBN service, DSL flashing, no internet

Have you turned your modern off and on again?

 

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Ryan1992
Occasional Contributor
Occasional Contributor

Re: New NBN service, DSL flashing, no internet

I've turned it off, waited 15 mins, then turned it on. Tried pressing the reset button, tried holding the reset button and repeated the above on all the phone sockets in the house. I didn't have a chance to rephone the help line today so that'll be tomorrows task...

I can see how this maaaaay become frustrating...

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Dan_C
Retired Employee
Retired Employee

Re: New NBN service, DSL flashing, no internet

What's the fault reference number for this one? @Ryan1992


I'll go in and check what work has been done. If necessary, I can refer this one back to our case management team to take a further look. 

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Ryan1992
Occasional Contributor
Occasional Contributor

Re: New NBN service, DSL flashing, no internet

Thanks Dan, really appreciate it, see below:

 

FaultRefNo:18641752

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Dan_C
Retired Employee
Retired Employee

Re: New NBN service, DSL flashing, no internet

I've sent you a private message @Ryan1992. We're happy to chat with you there πŸ™‚ 

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Ryan1992
Occasional Contributor
Occasional Contributor

Re: New NBN service, DSL flashing, no internet

Public update:

11/5/18- went through tech support 30 mins on phone. Same stuff, hard reset... turn it off and on. However, on curious thing he mentions was "are you sure you unplugged it, because on my system it shows that you never turned it off". Not sure what this means though... the plot thickens... anywho he's reraised the breakdown request and said i should get contacted within 24hrs.

 

Meanwhile, the fantastic Dan is helping me out with a few bits over PM so we'll see what happens there πŸ™‚ looks like there's gonna be no internet over the weekend... which is a shame because I really wanted to slob about...

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Ryan1992
Occasional Contributor
Occasional Contributor

Re: New NBN service, DSL flashing, no internet

20/5/18- Ahhh beautiful Sunday morning here in western Australia, kinda day where you just want to go outside... but we can't because we've been on the phone to optus.

 

Thats right ladies and gents, still no internet... same problem, I've been assured that they are looking at it though. 

 

We also received out first bill. I don't think we're gonna pay this one haha πŸ™‚ tune in next time when we'll be playing monopoly by candlelight. 

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