2 degrees broadband - Glenfield Fibre Outage

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phizza

4 posts

Wannabe Geek

#195395 19-Apr-2016 10:44

I am really unimpressed with 2degrees broadband helpdesk. My fibre has been out since yesterday afternoon. I called them last night, after an hour on hold I spoke to someone who said they knew of no outage in my area. After some basic troubleshooting which showed that the optical light on the Chrous Modem was red the helpdesk put me on hold saying they were going to arrange a tech to investigate. Whilst waiting on hold again, I got hung up on. This morning called back and chose the option for call back. That was nearly two hours ago. This is not good enough. I rely on my internet connection for work. I can see on Spark's outage map that they have reported an issue with Glenfield internet since yesterday afternoon. Can 2degrees take some ownership of this problem and get back to me. I urgently need my internet connection back. Thanks.

DarkShadow

1647 posts

Uber Geek

#1535513 19-Apr-2016 12:13

Apparently big outage at Glenfield exchange, 400+ lines affected.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1535518 19-Apr-2016 12:14

Hi there Phizza,

There is currently a cable cut on our wholesaler's network in that area which is affecting a number of customers in Glenfield. It looks like the helpdesk hadn't been made aware of that outage at the time you called last night, apologies that they were out of date when you called.

Our wholesaler is currently working on restoring service, however due to the nature of the cut it appears there may be some engineering challenges which they are working through at present.

I have passed on your feedback from your interactions with the helpdesk on to the care team managers to make sure our agents are kept in the loop, and are returning calls when they drop.

Thanks,

Ralph ^JOB

phizza

4 posts

Wannabe Geek

#1535628 19-Apr-2016 14:06

Thanks for reply. I see that your network status still doesn't list this outage. Appreciate that this is a Chorus issue, but had this outage been on there I probably wouldn't have bothered calling your helpdesk. All I need to know is what's going on an ETA. Thanks

richms

28172 posts

Uber Geek

Trusted

Lifetime subscriber

#1535669 19-Apr-2016 15:07

If the internet connection is required that much for work then you should have an alternate option available for when your best effort service goes down. Mobile broadband is great for situations like that.

Richard rich.ms

deadlyllama

1262 posts

Uber Geek

Trusted

#1535709 19-Apr-2016 15:38

richms:

If the internet connection is required that much for work then you should have an alternate option available for when your best effort service goes down. Mobile broadband is great for situations like that.

This. If you need a SLA, buy a business connection with a SLA. And/or get a backup connection. I use my cellphone's hotspot facility as a backup.

phizza

4 posts

Wannabe Geek

#1536000 19-Apr-2016 20:29

Im using a backup 4g connection but need to upload/download a fair amount of data. Mobile broadband has very limited data cap.

Was just disappointed at the lack of status on 2 Degrees Network status page and the crazy times to get through their helpdesk.

The Fiber outage still going on. Been a day and a half now. By far the biggest internet outage I've had!!

Jase2985

13459 posts

Uber Geek

ID Verified

Lifetime subscriber

#1536008 19-Apr-2016 20:33

do you think fixing a broken/damaged fibre cable is an easy thing to fix? i think you have somewhat unrealistic expectations.

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

phizza

4 posts

Wannabe Geek

#1536019 19-Apr-2016 20:40

I'm sure its a very tough thing to fix and I appreciate the severity of the issue but that doesn't excuse the level of service from 2 degrees helpdesk and their ownership of the issue.

If companies aren't called out on their service failings by customers then there will be no incentive for them to make improvements. I'm extremely happy with the fiber connection and the speed/throughput I get when its online.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1536294 20-Apr-2016 09:55

Hi Phizza,

We have taken your feedback on this on board, and pass this on to the relevant people to see what we can do better in future. At the current point in time, for a wholesale network outage to appear on our network status page there is a threshold of users affected. In saying that as indicated above, the helpdesk team should have had the information on this particular outage handy and it appears as though they didn't.

Thanks for your feedback,

Ralph ^JOB