Optus ADSL Issues - Where Do I Go Now?

Lc0utta on 08/12/2015 - 15:42

I'm seeking some direction in how to escalate an issue with Optus.

In short, changed over the ADSL2 from Internode to Optus at beginning of the year and have had intermittent, and now permanent, issues.

Connection is fine for a random period of time, then drops out. Have been down for 5 days at the moment.

Have had an Optus technician to my house - tells me that the internal wiring is perfect and it's a problem "on the street". Telstra technician apparently "fixed" the problem but haven't seen any evidence of this. Have spent hours on the phone and webchat with various Optus representatives - all of which promise that I'll be called back immediately with an update from the service team. I periodically get an SMS from Optus telling me my problem has been resolved and that I should SMS "FAULT" back to them, which I've done every time. What annoys me is then getting a satisfaction survey asking how happy was I with their service and would I recommend them? Grrr.

Optus seem like an impenetrable brick wall and I don't have the time to hold on the phone when I should be working. I can't seem to find the right keywords to get escalated to someone who can make a decision. I'm always very polite and understanding when talking/chatting to their team, but this isn't getting the problem fixed.

Anyway, what recourse do I have? Threats of disconnection? Call the TIO?

Suggestions gratefully received.

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Comments

  • ESEMCE on 08/12/2015 - 15:55

    Have you tried a different modem?
    Disconnected all other devices from the phone line?
    Does the dropout occur at any particular time of day?
    Any particular weather?

    You need to post your line stats, which should be available from your modem.
    SNR
    Line Attenuation
    How far away from the exchange are you?

  • sajidmib on 08/12/2015 - 16:22

    TIO i went with the same issue as you say here, there is no solution to it my advice will be go with TPG and use service until NBN arrives

    All ADSL2+ even though if it telstra will have same issue and telstra is the worst their DSLAMS are over crowded and if there falls someone who are broadband leechers then you wont get sufficient speed, I would say TPG is less them in those worse people atleast they are not over crowded and they have less subscribers so gives you more chance to speak and resolve your issue, but stay put with their internet and will work fine through out, complain to TIO atleast they OPTUS wont charge you the cancellation fees.

    -cancelled TPG
    -went to optus found them wors
    -went to telstra found them worse
    -currently planning going back to TPG at least they were better after experiencing worst Tier 1s

    thanks

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