No Internet for last 4 days-Modem DSL light if off

swprofz on 11/05/2020 - 11:29
Last edited 11/05/2020 - 18:46

I am facing problem with my internet connection from last Friday. The DSL light in my modem is completely off and hence there is no internet connection. The connection was there till 9:31 AM and it was suddenly gone at 9:32 AM. I did all troubleshooting steps as was possible from my end:

  1. Talked to ISP (Spintel), they did troubleshooting steps from their side.

  2. Switched off and switched off the modem number of times

  3. Took my modem to one of my neighbours and tested the modem to be okay. The DSL light was glowing at my neighbours house.

  4. Checked with couple of other neightboirs in my building, there is no problem in the internet in building.

  5. Checked my building MDF box. Could not understand anything there in a jungle of wires.

Now, my service provider was saying that they will send a technician to my premises. If there is any fault from their side, they will fix it free of charge. If there is no fault from their end, they will charge me $150.

Did anyone face such a dilemma before? What should I do?

Thanks

Edit:
I called my agent (i am renting) and informed the situation. He said that he could send an electrician to check the connection, but if it turns out that the connection is alright-he will charge me the electrician's fee.

So it appears that I need to bear a charge if I am unlucky. This is despite no fault from me as an individual.

Internet

Comments

  • PissLUR on 11/05/2020 - 11:33
    +3

    nothing you can do. wait for the technician to investigate the issue.

  • David2017 on 11/05/2020 - 12:05
    +1

    Provided you used the same cable to connect your modem to the wall at your friends house (so you know the cable isn't faulty) then tell them to send a tech. It's their responsibility to get sync to the connection point in your premises.

  • garetz on 11/05/2020 - 13:04

    I had a similar issue, i had everything tested on my end, including electrical, if the problem is at the mdf box, then thats actually stratas responsibility, and they shouldnt be charging you $150, but the strata corp.

    To get around the fee, just say you have tested everything you are responsible for on your end, and just want their end tested and checked, and if the problem is with the mdf, they are free to charge the strata corp.

    • swprofz on 11/05/2020 - 18:45

      Thanks.

      I called my agent (i am renting) and informed the situation. He said that he could send an electrician to check the connection, but if it turns out that the connection is alright-he will charge me the electrician's fee.

      So it appears that I need to bear a charge if I am unlucky. This is despite no fault from me as an individual.

  • HeWhoKnows on 12/05/2020 - 08:38

    Get the Spintel technician out if you have checked everything and are certain the problem is not within the building.

    They will only charge you if the problem is found to be on your side of the MDF which has always been owner responsibility anyway.

    Most likely its in the network as you have done nothing to interupt your internet signal.

    I assume you are talking about ADSL and not NBN.

    Strange that Spintel could not find anything wrong.
    Maybe call them again and get them to run the checks again.

    Its also possible a technician came out for someone else at 9.30am Friday and may have interrupted your cables.

  • BobD on 12/05/2020 - 10:14

    Its also possible a technician came out for someone else at 9.30am Friday and may have interrupted your cables.

    Hmmm, that's the old trick. If a contractor tech comes out to fix someone else's problem and finds a bad pair then they pinch a known good pair (yours) and let someone else fix the problem.

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