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LordSolon
Occasional Contributor
Occasional Contributor

Internet dropping out for hours at a time.

Hi,

The DSL light on my modem has been stuck flashing for the past 4 or so days and I can't connect to the internet. Once or so per day the internet will connect and the modem will work as it should but this is random and may only last a couple of hours before dropping out again. I've tried resetting the modem multiple times (turning it off, waiting 30 seconds, turning it on, checking all cables are connected etc...). Each time the modem gets stuck at the DSL part of boot up and the DSL light just flashes.

 

I rang technical support and the man got me to reset the modem again and he said he made a few changes but couldn't get a connection established. He told me it was a problem on the NBN side of things and said the issue would need to be escalated and a level 2 technician would have to investigate. I was given a reference number - 22957493 and told I would be contacted within 24-48 hours. It's now been 4 days and I haven't heard anything from Optus or NBN and essentially had no internet for this time.

 

For about 2 weeks prior to this the internet had often been dropping out but would come back after the modem was reset. Is the issue with the NBN side of things or is it the modem? I need a working internet connection for work so this is massively inconvenient. I need this resolved ASAP.

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6 Replies
Aron_YC
Moderator
Moderator

Re: Internet dropping out for hours at a time.

Hi LordSolon


I've had a look at the fault reference number and they've been trying to call however they're getting a message saying the contact number has been disconnected whenever they do. If you send our Social Media team a message on Facebook or Twitter they can get this updated for you. Alternatively you can contact the Tech Support team again as you've done previously to get the case raised

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LordSolon
Occasional Contributor
Occasional Contributor

Re: Internet dropping out for hours at a time.

This case is being handled so badly. Why does it not have a higher priority? The account holder has been with Optus for 20 years - since the days of dial-up. Now into the 9th day of no internet and no possible solution is in sight. I have spoken to technical support nearly every day since Monday after initially raising this issue last Thursday and while the people I speak to on the phone seem to want to help, not a single thing has been done.

 

Here are the issues,

 

1. No internet since the 13th of August 2020. Modem power light is on, Wi-Fi light is on, DSL light flashing, all other lights off.

 

2. After raising this with technical support on the 13th I was told they can't resolve it and a level 2 technician will be assigned to my case. After confirming my contact number I was informed I will be contacted by this technician ASAP. I wait until the 17th (Monday) before calling technical support again to find out what is happening. Turns out that after confirming my correct contact number with me the previous person I spoke to didn't enter it correctly into the system so Optus had the wrong number...

 

3. Again I am left waiting, call up technical support and after confirming my number yet again am told the technician tried to call a second time but the number is disconnected. This is the very number that I am talking to them from so clearly not disconnected. I find out that the contact number is still incorrect. I get it updated for what I believe is the second time and am told to wait for a call from the technician.

 

4. A day passes and still no contact so onto technical support again. I'm told I will receive a call within the next couple of hours or the next day as it was after 5pm at the time.

 

5. The next day I finally receive the call but am in a meeting with a solicitor at the time and am unable to take it. I know it's just bad luck with the timing on this one but I was unable to return the call after the meeting. I rang technical support again and they tried to connect me directly with the technician but were unable to. I was told I would be contacted within the next 24 hours.

 

It's now Saturday (August 22nd) and I know I won't be contacted today as technicians don't respond on weekends. I don't know why I even need to be contacted before something can happen. You don't need my permission to check your own infrastructure to see if it's connected properly. If that side of things are fine then the issue could be the modem. If that's the case then drop one off in my letterbox or at the front door like every other postman and delivery driver does. You don't need my permission to do that. If the technician needs to come to the house to run some tests, tell me what time they will be there and I will arrange something. Just do what needs to be done.

 

There are no reported outages in my area. Can I please get some kind of resolution. I know Optus will bill me the full amount for this month whether my internet is working or not. Case reference number is 22957493 and I'm happy for you to listen to all the recordings of the calls I've made if that will provide any insight.

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Kartika
Moderator
Moderator

Re: Internet dropping out for hours at a time.

Understand this is frustration @LordSolon, however we don`t have access to customers account on this public forum. You will need to speak with our support team either via the → messaging service or by calling them on 131344 - Mon - Fri 8am - 8pm AEST to look into this for you. 


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Casey_YC
Moderator
Moderator

Re: Internet dropping out for hours at a time.

Hi @LordSolon,


We can look at fault reference numbers as @Aron_YC did in the past for you, however to arrange modem replacements and appointments etc we need to refer you to the teams that @Kartika mentioned above as it requires access to your account information. 

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LordSolon
Occasional Contributor
Occasional Contributor

Re: Internet dropping out for hours at a time.

I recommend you look into the fault reference number. You don't need access to my account details or arrange an appointment to see what the process has been like for me. I've commented on the failings of whatever reporting/logging system Optus has in place. All the endless loops of technician being booked, calling the wrong number and then moving onto next case will be in the notes for that reference number. The constant corrections of account details that then don't get saved.

 

I can't even get the service cancelled and then start a new plan with you guys because the new modem is still getting sent from the same place. Why can't you look into some of the things I've talked about?

 

When I get my details corrected (which I have never changed in the first place), why does it revert back to the wrong details?

 

Why is the technician always being sent the incorrect contact number?

 

I live in an area with almost 100,000 people, why is a technician only available on Thursdays? Even the technical support guy was surprised at this.

 

I don't know, all you have to do is read the notes for my case reference number to see that things are going wrong all over the place. I need some answers as to how all this stuff is happening and why everything is going wrong.

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Kyri_YC
Moderator
Moderator

Re: Internet dropping out for hours at a time.

I understand that the situation is quite the hassle @lordsalon, but as mentioned by @Casey_YC and @Aron_YC, we need to refer you to the teams that @Kartika mentioned above as it requires access to your account information, and this is considered sensitive information, it cannot be discussed further on this platform, unfortunately. Apologies again for this.


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