Constant Dropouts (NBN) Optus+NBN Co (Playing Blame Game)

L[Deactivated] on 28/09/2018 - 07:34
Last edited 28/09/2018 - 08:00

Morning all. Writing for some advice. Ever since the 11th of September all we have had his constant dropouts. FTTN connection, home phone is effected too!

Optus says it's NBN, NBN says it's Optus.

I have gone back and forth with contacting Optus and them contacting the NBN,no luck!

it all went down like this

Optus: There seems to be an issue with the line,we will send out an technician.

NBN Technician: it seems that the lines have been cut undergroud. The whole street is down. I don't know when it will be fixed.

internet is working again

internet goes down

Optus: We have submitted a report to the NBN,a technician will come out to your premises

NBN Technician: Who installed this for you? me: the NBN technician. Him: they didn't do a good job. Tests the line inside the house,puts a socket (it didn't have a socket before,it was just one long wire) it's all up and working now,you shouldn't have any issues.

next day,the internet is down again

Optus: The reason you're having issues is because your modem is old,we will have to send you out our latest one.

Modem arrives internet is still down but starts working an hour later.

Two days later it's down again.

Optus: NBN have advised us that you need to bring out an electrician because it might be an issue with the wiring inside the house. if you dont they will reject your claim and say it's your fault.

Electrician: There is nothing wrong and there is nothing else that i can do. Give them a ring.

internet works

internet goes down again

Optus: We will send out our technician to check out the problem.

Optus Technician: (yesterday) I have ran some tests and there is nothing wrong with the line. it's a service issue…that's why you have constant dropouts. Give the NBN a ring.

This is truly frustrating!! What can i do?

Internet Broadband nbn

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Comments

  • follow on 28/09/2018 - 07:47

    You're probably connected on the crap rectangle pillar

  • kuikui on 28/09/2018 - 08:14
    +1

    Seems there is a issue on copper line from node to your home. NBN is responsible to fix this issue but your service provider should follow-up with NBN to resolve it. You no need to contact NBN directly.

    • klonky on 28/09/2018 - 08:24

      Yep, Optus should be following this up with NBN Co

  • techno2000 on 28/09/2018 - 08:26

    This is the same crap which used to happen with ADSL.And because they reused the same wires you will see this again and again all over the country wherever there is FTTN.

    If you had FTTP or even FTTC,it would have been much better.

    Cheaper is not better.

    Try changing to a different ISP and see if it makes any difference.

  • Melb69 on 28/09/2018 - 08:51

    You have no hope with Optus. Switch to Aussie and try them. At least there CS is more positive. At the end of the day even with our dealings with AB to get our connection it can be frustrating. You need to keep pushing them whoever you use. If all fails go to the Ombudsmen. There is no positive news to give you. You are possibly up for a month or so of pain. That is the reality. That whole OP write up is not unusual.

    Here's my dealings. HFC. Wanted my connection to be underground. No you cant have it underground as your HFC is above ground. NBN literature says you can have it, but likely need to pay for it. Which NBN CS don't even know about. Old Foxtel line. So at least a bit better then old phone lines. Weeks went past. We have a pit. No that pit(Telstra) out the front of your house next to the pole is not NBN they cant use it. BS NBN put the new pit in as I spoke with the guys installing it. AB couldn't take it any further. Few technicians that came past that we spoke to said yeah it should be fine to put underground. Dealing through NBN CS though was different.

    In the end NBN CS said we will get someone to give you a quote for underground connection. The same week a NBN tech was out there. Doing what. Connecting the guys across the road with a rear unit as an underground connection. WTF. Spoke to the guy and he said. Oh We can do yours ill check with boss. Next day we had underground connection to our house. AB CS were amazed as they had just as much frustration dealing with NBN then we did. We had a head AB CS rep following it up for us at their end. Yes they are meant to deal with them, but sometime you just need to do the pushing yourself to get anything.

    Funny thing is the next Monday the NBN guy that came to give us the quote arrived at our door. Nah mate we dont need a quote its in. For FREE. 6mths later.

    Connections ok. They are still doing maintenaance till the end of the year. Getting 49/18. No real issues.

    So just keep calling Optus. Speak with manager. Or try switching to anther provider like AB.

  • Diji1 on 28/09/2018 - 10:15
    +3

    Malcom Turdbull and the Corporate Shills gave 60 billion dollars, on top of the 40 billion dollars that Labour allocated, to private interests, mainly Telstra for them to deliver this atrocious outcome.

    Braindead people will obviously ignore this 60 billion dollar theft and continue for voting Liberal because they like eating shit and want to signal this so it can continue.

  • crows on 28/09/2018 - 10:17

    Hi all
    Have nbn optus 100 speed,next door has telstra 50 speed
    Have been optus nbn now over a year always drops out while there is no prob with nextdoor,no buffering with movies
    Switch providers i will

  • [Deactivated] on 28/09/2018 - 10:23

    Wonder how I will go with fixed wireless. :(

  • bargainhunter2000 on 28/09/2018 - 10:53
    +4

    Hi OP,
    I work in the industry and i feel your pain. I'll try and keep it short. The point where the copper connects to your home from the street is the network termination point. From that junction (there's usually a box) it goes through your wall/ceiling and appears as a phone jack that you plug your modem into. This is your home wiring and it's your responsibility to keep that maintained. To do that you need a cabler since electricians are not automatically cablers (there is training involved). Good cablers will use a machine that will measure your line for distance/noise/loss/attenuation. You didn't mention this so i assume this wasn't done. Ask them for a report/printout of their tests. The best thing to do while you have them there is to replace your internal wiring including the wall socket.

    Once that's done, keep the receipt and any report as proof that your internal wiring is perfect. If problem persists and you feel you're not getting anywhere with your ISP, lodge a complaint with the TIO (https://www.tio.com.au/consumers). Sit back and be amazed at the amount of love you'll receive from your ISP. Don't agree to close the TIO case until you are satisfied that it's fixed.

    • Melb69 on 28/09/2018 - 12:40

      It does make sense to eliminate all possible issues. The first thing is to get your own wiring checked as you say to ensure its not that. Also whether the modem is an issue. Don't think the OP has said whether the house is very old. Which may mean that the wiring could be dodge.

      last time we had the Ombudsmen they sent a please explain to AB to explain fault and documentation. Then AB send request to NBN. That's when they finally sent someone to give us the underground quote. Still took 2-4kweeks to get any action.

  • Aniseed Steed on 28/09/2018 - 13:40

    If problem persists and you feel you're not getting anywhere with your ISP, lodge a complaint with the TIO . Sit back and be amazed at the amount of love you'll receive from your ISP. Don't agree to close the TIO case until you are satisfied that it's fixed.

    I couldn't agree more - that was exactly my experience.

  • DangerNoodle on 29/09/2018 - 09:08

    Do you just get drop outs or terrible speed as well? Back in the ADSL days, the junction box outside the house on the telephone pole would get corroded with all the rain and cause frequent drop outs and speed problems.since you're on fttn, if you're in an older area with telephone poles then get Optus to give that a check.

    • aragornelessar on 02/10/2018 - 11:01

      Ah yes, the 'its raining so our internet is down' days!

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