Telstra Issues

Faulty Phone line

About 2 months ago the phone line quality at Clovelly deteriorated noticably. The interference from the electric fence, that runs alongside the driveway for 500 metres, began to interfere more heavily with the telephone line. As a result, every second or so, a (now) loud clicking noise can be detected in the telephone line audio.

Electric Fence Interference

This “Tic tic tic” interference is causing havoc with my Telstra BigPond dialup internet connection quality.

Dialup performance now continiously deterorates to unacceptable levels within minutes of each reconnection.

This unacceptable service has resulted in my inability to perform updates, or create content for any of my various internet activities, over the last couple of months. :(

Service Call 1

When this problem initially started I contacted Telstra to report the fault. Telstra sent out a Service Rep. Unfortunately, my son Daniel was the only one home when the Service Rep turned up. Because he is only 14 years of age (not legally responsible), the Service Rep decided to cancel the rectification of the fault. Suggested we re-schedule to when an adult was present.

  • Service call 1 - Cancelled

Service Call 2

I put up with it for nearly 2 months. But enough is enough. I have been sitting here night after night. Unable to do what I need to do. Hoping the “moisture” that I believe has penetrated the system to “dry out”. But it isn’t going to “dry out” anytime soon. So…

Last week I again contacted Telstra Service Difficulties and Faults to book a Service Rep to rectify the interference.

After another round of line testing a fault was detected and a Service Rep was dispatched to turn up with in a few days to rectify the fault.

When the Service Rep turned up. I was informed that corrosion has penetrated the Telstra equipment that I am connected to and would be almost impossible to repair. He said that he could use a “coil” to filter the interference. But after applying the coil the noise was still aparent in the telephone line. The Service Rep then swapped to a spare “pair” that was available in the line running to the house. The Service Rep then left without further testing or conversation. The Service Rep sent a sms to my mobile phone with a cryptic message about the Job being completed.

Service Call 2 - Completed - No change Detected

Service Call 3

Not good enough. Nothing has changed for me. There is no improvement at all. So I call the Telstra Service Difficulties and Faults number again. I tell the Telstra staff member what has happened. I ask if they can hear the ticking on the line (everyone else can..) But this Telstra staff memeber is unable to hear the interference? So.. They want me to run the tests again.. From the start.. (Wasting my time? Seriously Grrr) So they waste my time with the tests and then tell me that “NO FAULT was FOUND!” and ask me if there is ANYTHING ELSE THEY CAN HELP ME WITH??? FFS!!!

So I inform the Telstra Staff member in Service Difficulties and Faults that under Australian law I am guaranteed a minimal quality of service. That I didn’t believe I was getting that quality of service. That I would like a line quality test to determine the result.

The Telstra staff member didn’t understand what I was saying. So I asked to speak to their supervisor. After a short time on hold the supervisor took over the conversation. The supervisor wanted to run the tests again. (OMFG.. ok.. sigh) This time a fault was found. I asked the supervisor if he could hear the ticking on the line. Funnily enough.. HE COULD! So another Service Rep visit was booked. After the tests were completed. I got another cryptic Telstra SMS informed me a Service Rep would “Replace the Fault by 7pm Monday, October 26th.”

By this stage. I’ve had it with Telstra. So I decide to call the Telecommunications Industry Ombudsman (1800 062 058) to decypher the SMS for me. I explained that I didn’t understand Telstraspeak.

So I asked exactly what “Replace the fault” meant? The TIO suggested that the SMS meant to say “repair the fault..” I suggested that for them to say that would be admitting a deadline for fault rectification and that the wording of the cryptic sms was deliberately misleading.

But of course the TIO know whats going on already. I don’t expect any changes there anytime soon.

I ask about the minimum service line test and the TIO tells me that the “MOLDS” test is available from the menu at the Telstra Service Difficulties and Faults number.

The TIO suggests I give Telstra Customer Service a call to make sure that the fault is corrected this time. So the TIO allocates me with a reference number and tells me to call 1800 001 398. (Telstra/Ombudsman complaint line)

So I call the Telstra/Ombudsman complaint line. Tell the Telstra staff memeber what the issue is. Give them the background. Quote the Ombudsman reference number. They look up my record and note that a Service rep is already booked for 26th. I ask to do the “MOLDS” test but the Telstra staff memeber says I should wait for the results of the booked Service Rep visit first.

26th around 4.30pm the Service rep installed “coils” and left. Saying he had done everything he could possibly do but he could not get rid of the elecric fence noise.

Service Call 3 - Completed - No Change Detected

Service Call 4

After battling the same modem lagg and unacceptable delays last night. This morning (27th) I (again) decided that this really wasn’t good enough.

So I called Telstra Service Difficulties and Faults again. I was looking for the “MOLDS” test. (as advised by the TIO) Unfortunately, I was unable to locate the “MOLDS” test option. Finally (Frustrated) I was able to get the robotic stupidity machine to connect me with an operator. (The menus have no “back” button)

After explaining my situation. I asked the Telstra staff member to direct me to the “MOLDS” test. The staff member said they didn’t know what a “MOLDS” test was. I explained that in my opinion Telstra were in breach of legislation relating to minimal service guarantee. I explained that Telstra need to find this test for me. I suggested that the supervisor may be able to help me. I was then instructed that the supervisor was busy with another call. I said that I didn’t mind waiting. So I was placed on hold. After a few minutes the same Telstra staff member informed me that the supervisor didn’t know what a “MOLDS” test was either.

So. I thought I’d better ring the Ombudsman and find out what the “MOLDS” test fiasco was all about. Quoted minimum service legislation blah blah..

The TIO gave me the Telstra/Ombudsman hotline and my complaint reference numbers again. Told me I should contact Telstra to get the “MOLDS” test done.

Telstra/Ombudsman complaint line (FINALLY!!!) books me in for a “MOLDS” test. Tells me that it could take up to 5 days for someone to contact me. I become sarcastic and ask them to imagine me waiting by the phone for 5 days without eating/sleeping/shi….. So I tell them that 5 days on standby is just stupid. They tell me that is the system as required under present legislation.(lets change that legislation…)

MOLDS Test

Within 30 minutes I get a “call” on the mobile from the “MOLDS” tester.

He wants me to connect (dialin) to a “MOLDS” server with “Hyperterm”. But initial efforts are problematic. So I retain his number (1800 077 074) and call back after completing the test myself.

 Modem Online Diagnostic System                              
 Telstra Corporation                   
 Press <Enter> to begin Session                              
 Connected         
         M O D E M  O N - L I N E                                 
     D I A G N O S T I C   S Y S T E M                                      
 Version: 5.0.6              
 Phone number 088735XXXX is currently under test
 Telstra does not guarantee Modem and Facsimile Customer
 Equipment not conforming to ITU-T recommendations V.18,
 V.21, V.27ter or V.34 and data rates greater than 2400 bit/s
 +++   
 Transmitting test data for 5 minutes.
 Characters sent:                368880
 Please wait, extracting test results...
 Modulation                      V34                                   
 Symbol rate (Rx/Tx)             3200/3200
 Carriers (Rx/Tx, Hz)            1829/1829
 Trellis rate (Rx/Tx)            64S-4D/16S-4D
 Non-linear encoding (Rx                      
 Pre-coding (Rx/Tx)              ON/ON                                     
 Shaping (Rx/Tx)                 ON/ON                                     
 Pre-emphasis/Index (Rx/Tx, dB)  6/2                                   
 Level (Rx/Tx, -dB)              31/17                                     
 Near echo loss (dB)             55                                  
 Far echo loss (dB)              13                                  
 Signal to Noise Ratio (dB)      38                                  
 Round trip delay (msec)         37                                  
 Initialisation time (msec)      N/A                                   
 Retrains requested              0                                 
 Retrains granted                0                                 
 Fallback                        OFF                                   
 Line reversals                  0                                 
 Connect speed (Rx/Tx, bits/sec) 19200/12000
 Line speed (Rx/Tx, bits/sec)    24000/12808
 Highest speed (Rx/Tx, bits/sec) 24000/16800
 Lowest speed (Rx/Tx, bits/sec)  19200/12000
 Error correction                V42                                   
 Receive block errors            359                                   
 Blocks sent                     2320                                    
 Link NAKs                       49                                  
 Blocks resent                   284                                   
 Characters sent                 371647                                      
 Octets sent                     18190                                     
 Characters lost                 0                                 
 Characters received             1                                 
 Octets received                 1                                 
 Data compression                                    
 Channel Probe:              
   -30 |   # # - - -                                       | 0
   -32 |   # # # # # # # # -                               | 2
   -34 | # # # # # # # # # # # # # -                       | 4
   -36 | # # # # # # # # # # # # # # # - - -               | 6
   -38 | # # # # # # # # # # # # # # # # # # -             | 8
   -40 | # # # # # # # # # # # # # # # # # # # -           | 10
   -42 | # # # # # # # # # # # # # # # # # # # # -         | 12
   -44 | # # # # # # # # # # # # # # # # # # # # #         | 14
   -46 | # # # # # # # # # # # # # # # # # # # # #         | 16
   -48 | # # # # # # # # # # # # # # # # # # # # # #       | 18
   -50 | # # # # # # # # # # # # # # # # # # # # # #       | 20
   -52 | # # # # # # # # # # # # # # # # # # # # # #       | 22
   -54 | # # # # # # # # # # # # # # # # # # # # # # -     | 24
   -56 | # # # # # # # # # # # # # # # # # # # # # # #     | 26
   -58 | # # # # # # # # # # # # # # # # # # # # # # #     | 28
   -60 | # # # # # # # # # # # # # # # # # # # # # # #     | 30
   -62 | # # # # # # # # # # # # # # # # # # # # # # #     | 32
   -64 | # # # # # # # # # # # # # # # # # # # # # # #     | 34
   -66 | # # # # # # # # # # # # # # # # # # # # # # # #   | 36
   -68 | # # # # # # # # # # # # # # # # # # # # # # # #   | 38
   -70 | # # # # # # # # # # # # # # # # # # # # # # # #   | 40
   -72 | # # # # # # # # # # # # # # # # # # # # # # # #   | 42
   -74 | # # # # # # # # # # # # # # # # # # # # # # # # - | 44
   -76 | # # # # # # # # # # # # # # # # # # # # # # # # # | 46
 Level +---------------------------------------------------+ Attn
        0 0 0 0 0 0 1 1 1 1 1 1 1 2 2 2 2 2 2 3 3 3 3 3 3
        1 3 4 6 7 9 0 2 3 5 6 8 9 1 2 4 5 7 8 0 1 3 4 6 7
        5 0 5 0 5 0 5 0 5 0 5 0 5 0 5 0 5 0 5 0 5 0 5 0 5
        0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
 The test is now complete.  For further details call
 your Telstra Service Centre.
 Press any key to disconnect this call.

Conclusion? Outcome?

Too many errors were detected. Another Service rep has been booked to “fix” the data errors. By this time I am feeling like I am trapped in a revolving door.

Anyway… The Service Rep is due sometime… Before Friday 30th October. Lets see what happens this time… Until then.. More lagg.. More delays.. More time lost.. :(














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