"Planned Maintenance"

[onemadgooner]

Why are you doing "planned maintenance" in the middle of the day!!!!! (Pendle Hill) do it from 11pm to 5am when noone is using it !!!

5 mins to go and still not up, gtee this is going to drag on again

Also, why are you not emailing affected customers "Before" planned maintenance so people that work from home can make other arrangements.....Frustrating and not really acceptable in this day and age

[Riezl]

Hi @onemadgooner, we need to perform maintenance from time to time to ensure continued performance on our network.

At this time, we don't send individual customer notifications of these maintenance windows, but we appreciate the suggestion and will pass it on internally.

Furthermore, NBN Co. has identified a network fault affecting the service and technicians are currently on-site working to restore the service. This is an unplanned maintenance and we sincerely apologise for any inconvenience.

[onemadgooner]

Thanks Riezl

It would not be hard to implement (run a query on all that connect to Exchange "X" and email planned maint is scheduled on XX/XX/XX @ 7am)  for example .....not hard but would cut out alot of angst with your customers os being blindsided

[Riezl]

We appreciate your feedback and we'll pass this on internally, @onemadgooner.

[pauldahms]

Hi since a lockdown we have had numerous maintenance outages and unplanned maintenance outages why is it that these outages cannot be scheduled a little bit better we need our internet to work from home and to comply with the work from home requirements set out by the New South Wales government this is really bad of NBN co and I would appreciate if TPG could forward this information on and ask NBN co to stop doing these stupid maintenance routines so frequently with such large outage times it's very hard to work when your internet could drop somewhere between 9 and 5 for a period of 3 hours some of us have software that requires constant connection back to our work servers via VPN.
Please excuse lack of punctuation using voice to text.

[Ahra_G]

Hi @pauldahms

While we will endeavour to make NBN Access services available to customers 24 hours a day, 7 days a week, NBN Access services are not fault free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the service.

There are many factors outside of our control that may affect NBN services, such as the performance of third party suppliers and equipment, force majeure events and your hardware and software configuration.

We reserve the right to perform maintenance work from time to time, which may temporarily interrupt your access to the service. Where possible, we will perform this work during non-peak times.

We take a genuine interest to all our customer feedback and we'll make sure to pass this on internally.

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

Regards,

Ahra_G

[pauldahms]

Hi 

You misunderstand my problem....

The present "active system" of non fttp is the problem.

Passive fttp is ideal and what should have been built and I was asking TPG to express to NBN Co that customers are not happy with the need to preform some of these maintainences they would be unneccessary in a passive fttp setup.

[Ahra_G]

This feedback is well received, @pauldahms. 

We surely let NBN Co know and they are aware of such complaints specially when it comes to unplanned maintenance/outage(s).

You may also send your complaint/feedback via the following:

• email to complaints@nbnco.com.au
• phone to 1800 687 626
• the NBN Co website online form at ‘Contact Us’ www.nbnco.com.au/online_channel/contact_us 
• by mail Locked Bag 27, Gold Coast MC, 9726
• by fax to Complaint Team 1800 106 03

-Ahra_G