Optus NBN Keeps Dropping out - Refused to Fix - Rant

Apple96 on 18/05/2019 - 12:14
Last edited 18/05/2019 - 12:49 by 1 other user

Hello,

So this is an issue I've been dealing with for months (since March). We had a massive storm in SEQ and ever since our NBN has dropped out constantly.
We have HFC (eye roll) and its actually the NBN supplied modem which keeps disconnecting. I have contacted Optus and they keep "fixing remotely" but it obviously doesn't work, when they "book" and NBN tech, none arrive.

So basically I'm sick of dealing with Optus, sick of them telling me to the same thing, or better yet them them telling me to reset the Sagemcom.

Has anyone else had an issue like this? if so how did you get it resolved?

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  • dcep on 18/05/2019 - 12:22
    +5

    TIO

    demand for bill compensation until fixed

    • Apple96 on 18/05/2019 - 12:24

      Already done, it's become such a pain, I was told there would be a tech today, but of course it was canceled, half my day wasted by them

      • dcep on 18/05/2019 - 12:27

        Bill them your half day time

        Demand for 4g backup until NBN is fixed

  • penguincat on 18/05/2019 - 12:36

    I was told by the tech that came and did my install at the end of April that a suburb near by the NBN HFC network had actual lightning damage.
    As a result of what happened they are purposely taking their sweet time as they will get paid more this way.
    So if they are following that rule for everywhere the storm damaged it then yeah not a lot optus or any ISP can do about it.
    It might be why the NBN techs never arrive that they know it's most likely an upstream network fault.

    • Apple96 on 18/05/2019 - 12:37

      which state?

      • penguincat on 18/05/2019 - 12:42

        The suburb affected that the tech told me about was Lawnton (Moreton bay region) possible same storm and same/similar problem.

        • Apple96 on 18/05/2019 - 12:46

          Honestly with how the NBN was done wouldn't surprise me at all, Copper is way more conductive when it comes to electricity than fibre.

          • xuqi on 18/05/2019 - 13:27
            +8

            @Apple96: Great news, you can personally thank the Libs today for handing us a mostly Copper based, vastly inferior NBN…

            • Apple96 on 18/05/2019 - 13:35

              @xuqi: Oh I know that, I also read somewhere long ago that Turnbull family has staked in copper factories…..

  • garetz on 18/05/2019 - 13:29
    +2

    If techs keep cancelling or not showing up, they know something you dont, they know the problem is not fixable by them. Not much you can do but tio.

  • Melb69 on 18/05/2019 - 14:44

    Go to Aussie Broadband. Or if you want to stick with Optus. Go to the ombudsman and complain there. Not surprised with Optus service. Their mobile division is a shocker.

    • Apple96 on 18/05/2019 - 15:36

      thing is, its not an ISP issue as much as it is an NBN issue. If the milk is off before it gets to the shelves do you blame the store?

      • josetann on 18/05/2019 - 15:49
        +1

        If the store put it on their shelves and sold it to me, yes.

        • Apple96 on 18/05/2019 - 16:00

          As I said, Optus is limited in what they can do, They can book an NBN tech, but if NBN finds there's no issue (they do this remotely) they will cancel the technician. but also on the flip side, yes Optus's support sucks big time and I do absolutely blame them for their support team not understanding what the issue is. In fact my most recent support chat they said "NBN doesn't drop out"

          • Melb69 on 18/05/2019 - 16:08

            @Apple96: I've said this in a previous thread. My experience connecting through My replublic who use Optus and were thus dealing with Optus CS was horrendous. My Republic out right made false advice to us for our request for underground connection. We went to Aussie Broadband. Who did their best to connect for us, but in the end it was NBN that was at fault. If you stay with Optus try NBN direct, but first go through Ombudsman. Its the only way to get things moving otherwise you will just be bounced around. Tell them its unsatisfactory and that they need this fixed in a prompt time frame as you need to for business operations or the like.

            • Apple96 on 18/05/2019 - 16:09

              @Melb69:

              try NBN direct

              have, they told me to contact my ISP.

              • Melb69 on 18/05/2019 - 16:23

                @Apple96: Ombusdman. NBN and the ISP keep bouncing you between one another.

                • Apple96 on 18/05/2019 - 16:35

                  @Melb69: already contacted the TIO, have to wait till end of May before they will do anything. which in my opinion is stupid

                  • Melb69 on 18/05/2019 - 16:38

                    @Apple96: The Ombudsman will write a please explain to NBN. Then at least something will happen in a more productive manor. Optus don't cant do anything. Hopeless CS. IMO. Good luck. I feel for you. It took us 6months to get an underground connection.

                    • Apple96 on 18/05/2019 - 16:41

                      @Melb69: Optus: have you tired reseting your sagemcom
                      me: I told you its the NBN box that is dropping out
                      Optus: that is not possible, nbn doesnt drop out
                      me: the lights on the Arris Cm8200 are not lit except for power
                      Optus: please connect an ethernet cable to your sagemcom to fix the issue
                      me: (rolls eyes)

                      • Melb69 on 18/05/2019 - 16:43

                        @Apple96: BS from Optus CS. Move is all I can say. At least AB wont take the NBN bullshit either.

                        • Apple96 on 18/05/2019 - 16:51

                          @Melb69: I would personally love too, but I am just the tech guy in the family who has to deal with this bs

  • Stann on 18/05/2019 - 17:00
    -1

    I was having the same issues as you. I gave up on the Optus provided router. I bought a NetGear Mesh Router and haven't looked back. My modem was fine. The router Optus provided was rubbish.

  • Brucet on 18/05/2019 - 21:13

    Why not change providers?

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