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Greg_Teneriffe
Occasional Contributor
Occasional Contributor

Optus Disconnected my Cable Internet while they transfer Databases

During this afternoon my Cable Internet Service stopped.

Tried resetting the modem, changed cables, et cetera, to no avail.

Called 13 13 44 and waited 1 hour to speak to Optus Support.

It seems Optus are transferring my Account to a different Database, so my Internet Connection is stopped for about 24 hours until my Account is transferred to a different Database.

There was no notification that this was going to happen.

There was no notification when it did happen.

There is no clear explanation why moving my Account Details to a different Database, requires Optus to disconnect my Internet.

Totally unprofessional, and certainly not exhibiting any modicum of customer care or professional customer relations.

Anybody else being treated to this organisational lack of forethought.?.?.

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Greg_Teneriffe
Occasional Contributor
Occasional Contributor

Re: Optus Disconnected my Cable Internet while they transfer Databases

28 Hours later, no action, so I called Optus Support again.

I asked directly "am I being moved to an NBN Connection on my Cable Service?"

The answer was "yes".

So we tried resetting the modem (me at my end and the Optus person at their end) but I still have no internet.

So the support person booked a service person for (wait for it) 29 March ... in 10 days time.

It might be a modem issue with the Netgear CM500V-1STAUS (a clucky old thing) but I cannot pick one up from an Optus office, I have to await the arrival of an Optus Technician.

Now begins the long wait ... ...

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Greg_Teneriffe
Occasional Contributor
Occasional Contributor

Re: Optus Disconnected my Cable Internet while they transfer Databases

Rang back to support to see if there was anything else I could do.

SURPRISE : the Technician Booking for 29 March does not exist.

Booked again (with good faith) for 2 April.  The wait continues.

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