topic Re: Internet outage - NSW in Internet - General

Internet outage - NSW

markkong — Sun, 03 Mar 2024 22:04:27 GMT

Hi All,

Has anyone from NSW facing Internet outage since yesterday 03 March 2024? I am still has no internet connection.

I was told by AGL Internet Tech support that there is an issue with NBN.

Thank you,

Mark

Re: Internet outage - NSW

yaohuang1710 — Mon, 04 Mar 2024 07:23:47 GMT

Current nbn® network status

Search result at 4 Mar 6:14pm

Result based on local time zone at address.

No nbn network outage detected

LOT 126 UNIT 6 27-35 DOOMBEN AV EASTWOOD NSW 2122 Australia

Re: Internet outage - NSW

KatelynB — Mon, 04 Mar 2024 10:09:29 GMT

I'm on the Vic/NSW border but based on the NSW interchange (confusably as a Victorian). My Internet dropped approx 10:20 Saturday 2nd March and has been out since, except a brief moment earlier this morning.

NBN reports no outages at all, and also nothing specifically at my area. The only interaction I've had with AGL so far was them pushing me to troubleshoot on my end instead of referring to my commentary that their site advises an entire country wide operational outage. It's AGL, no one else. This was on their Facebook page and has been an offhanded script rather than anything helpful.

Heck, even in the app it lists that my NBN is disconnected. I made no changes to the modem settings and I've not got any late bills. It's the second time this happened and I'm sure no one works on weekends and they don't bother dealing with anything, blaming either us or NBN.

I've lodged a complaint and will be requesting a fee-free cancellation of my plan so I can shift all 4 of my AGL accounts elsewhere.

Re: Internet outage - NSW

markkong — Mon, 04 Mar 2024 20:54:54 GMT

I rang AGLtech support again and I asked to speak with their supervisor or manager because I realised that I have been dealing with level 1 support which mainly the script readers! Anyway, they transferred my call to their escalation team and I managed to speak to someone who is based in Australia. To be honest, she is not useful, only thing she did was to arrange an engineer to come on-site. My appointment is Wednesday afternoon.she also mentioned about credits but at $60 per mth, probably worth less than a coffee!!!

Yeah I am planning to leave them as well.

Re: Internet outage - NSW

amac — Wed, 06 Mar 2024 00:38:43 GMT

Yes my internet has been out since Saturday, have been calling AGL everyday since.

Waste of time they just lie to you.

They are saying it is NBN but when you ring NBN they say it is AGL.

need to find another provider.

Re: Internet outage - NSW

markkong — Wed, 06 Mar 2024 00:53:01 GMT

I will have more update after my appointment with NBN engineer this afternoon. stay tuned!

Re: Internet outage - NSW

MSmith — Wed, 06 Mar 2024 02:11:12 GMT

I have had an outage since lunchtime Sunday 3rd March (Gymea NSW) so 3 full days down

Tech support have told me on two occasions it's because of a recent storm (cant remember any)

I have a friend also with AGL (Penshurst NSW) that is also having an outage

NBN shows no outages at both locations

Re: Internet outage - NSW

markkong — Wed, 06 Mar 2024 02:20:01 GMT

Looks like this is isolation issue and only affected those with AGL Internet.

My neighbours are both with Telstra and they are not having any issues at all.

Re: Internet outage - NSW

Jazz92 — Wed, 06 Mar 2024 03:33:04 GMT

Yep, since this morning, Parramatta. Very tempted to change providers as this has happened on more than one occasion

Re: Internet outage - NSW

amac — Wed, 06 Mar 2024 04:12:01 GMT

NBN have told me that they will not come out to households that have AGL. They say it is an AGL problem.

Sent from my iPhone

Re: Internet outage - NSW

amac — Wed, 06 Mar 2024 05:13:01 GMT

Sent from my iPhone

Re: Internet outage - NSW

MartinC — Wed, 06 Mar 2024 06:58:10 GMT

Same thing happening to me in Randwick. Was ASSURED last night it would be fixed by today.

Re: Internet outage - NSW

amac — Wed, 06 Mar 2024 07:28:01 GMT

I think someone is telling lies

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Re: Internet outage - NSW

markkong — Wed, 06 Mar 2024 07:35:04 GMT

Hi all,

NBN engineer came and confirmed it is not NBN issue.

I rang back AGL and asked to speak with their escalation team or expert team. I am now told that the issue is not with NBN or my modem. The issue is with their system which Failing to authenticate!

I suggest that if you have issue to speak with the escalation/expert team! The more escalations, the quicker their response will be. Pls do insist of talking to them.

Re: Internet outage - NSW

amac — Wed, 06 Mar 2024 07:45:01 GMT

I have spoken to them 3 times you were lucky that NBN came out they wouldn’t come to my place because they knew it is not their problem I am changing providers

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Re: Internet outage - NSW

Eddie0803 — Wed, 06 Mar 2024 14:53:01 GMT

I recently moved from one Western Sydney suburb to another, and initially thought the activation didn't successfully go through due to my own NBN Meter Box issue. As it turned out, AGL Internet Tech Support took me through various troubleshooting steps just to conclude that THEY WERE AWARE of multiple escalations regarding internet outage from the 2nd of March in NSW. They have no ETA although they are working in the background.

Surprisingly, there are no offical comms or emails to customers mentioning AGL is aware of the issue.

Re: Internet outage - NSW

MSmith — Wed, 06 Mar 2024 19:24:27 GMT

Called again Wednesday afternoon, spoke to Mukesh who was very helpful

Went through my router settings as I had reset them trying to get it working

I went out for a few hours and when I got home about 9pm the connection was restored - was much faster as well

Re: Internet outage - NSW

markkong — Fri, 08 Mar 2024 03:51:51 GMT

Hi All,

I quick update on my situation.

After escalation, I finally managed to get a call back from AGL Network engineer.

I spoken to them today around 12.45pm and managed to get the internet working. However, 5 minutes after we hang up, the INTERNET is DOWN again!

I rang back the tech support (unfortunately no direct call to their Network team), I was told that they are aware of the server issues. Therefore this to me ruled out NBN issue.

I also have lodged an official complaint so that they have it on my file. Need to clarify, my complaint is not on their tech guys as I understand they have to follow the internal process...the major issue are the way they handled the whole situation and the communications.

Anyhow....Saga still continue....this is my 6th days without internet!

Re: Internet outage - NSW

amac — Fri, 08 Mar 2024 04:11:01 GMT

I am surprised that it hasn’t made the news I fixed my internet problem I have switched to Aussie Broadband and had internet within the hour faster and the same price in the process of switching phones over now then electricity

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Re: Internet outage - NSW

RayrayT — Fri, 08 Mar 2024 04:42:37 GMT

Yes terrible internet. I only switched to agl a couple of weeks ago and literally every day there is an issue. At weekends no way to get help. And after 40 minutes on phone yesterday I got through to some ridiculously rude overseas woman who said they knew there were problems and I just had to put up with it. No conciliation. No offer of credit. No idea when it would be fixed.
Then I see on this forum people have been complaining since 2022!

Pull your finger out agl. Zero for service and zero for customer service.