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No internet since 29 May 2020

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Level 1a

Supposedly an NBN issue. NBN reported no issues in the area. Lodged fault 10465805. No response yet. Please resolve asap. Thank you.

4 REPLIES 4
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Moderator

Hi @hongkeeg,


Welcome to the community,

 

Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?

 

Regards,

Karl

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Moderator

Hi @hongkeeg,

 

I have checked your area and can’t find any outages. To confirm if this is a physical or configuration issue there’s a few things we need to look into.  The first portion of our investigation needs to be with the equipment within your home.  If this all appears to be connected, configured and functioning correctly, then we may need to log a fault with our Wholesaler for further investigation.

 

We first need to ensure that the WAN light of your router/modem is lit up.  If it isn’t, ensure that the cables between your router and the NBN Connection Device (this is usually a black box with ARRIS printed on it) connected securely in their sockets.  Be sure not to unplug the coax cable.

 

Upon your next reply please also confirm what you have found the following lights to show:

Power:

DS:

US:

Online:

The state of any of these lights should be green, flashing green, or yellow.

 

Please also ensure the thick coaxial cable from the NBN Connection Device to the wall socket is also connected correctly and is straight, not kinked.

 

You may also want to try and replace some of these cables with spare or newer ones.

 

If the WAN light of your router is lit up, please complete a factory reset on your router and wait up to 15mins for the device to automatically reconfigure.

 

It is also recommended, for testing purposes, that you bypass any internal smart wiring in your house so that all devices are connected directly into each other avoiding any potential internal wiring issues.

 

It would also be helpful to know if the service temporarily reconnects after a power cycle of your router and NBN Connection Device.

 

If you are able to take photos of your setup(Including cables) and lights on the modem and attach this would be a great help in identifying your connection issue.

 

Regards,

Karl

 

 

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Level 1a

Hi Karl,

Thanks for the help. An NBN tech came today and replaced the NBN box. I would like credit for the 7 days that I was without service. How can this be arranged?

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Moderator

Hi @hongkeeg,

 

That is great news you are up and running again.

 

Your fault ticket is still being reviewed by your case manager. Once your fault ticket has been resolved, your case manager will review all your tickets to see if we can offer a credit for downtime. All claims for credits are dealt with on a case by case basis, and there is no guarantee compensation will be offered.

 

Regards,

Karl