topic NSW NBN outage 15 Jan 2025 in Internet - General

NSW NBN outage 15 Jan 2025

Adan25 — Fri, 17 Jan 2025 05:21:16 GMT

Hi all,

your website said the outage have been resolved but I’m still with no internet. I rang your support team last night and they said NBN issue. I’m not what I meant to do but I would like internet please!

if you can let me know if anything have been and when that would be great.

Adam

Re: NSW NBN outage 15 Jan 2025

Michael57 — Fri, 17 Jan 2025 08:54:32 GMT

Have you tried putting your address into the NBN Network Status and Outages system ? That should tell you if there is still an NBN issue. Otherwise the website whirlpool.net.au is good for these sorts of problems.

Regards - Michael

Re: NSW NBN outage 15 Jan 2025

brookecouchman — Sun, 19 Jan 2025 00:48:25 GMT

Us too! Told yesterday NBN, but just called again to be told that it is an AGL issue with power outages. I feel like I’m just being fobbed off with a catch all answer. Very frustrating that it’s been an issue for so long with no communication. I wonder if this is actually being worked on 😢

Re: NSW NBN outage 15 Jan 2025

MLK — Sun, 19 Jan 2025 09:04:15 GMT

Denistone NSW (2114). Still No NBN connection since last Wednesday, (15th Jan) power outage in my area...

Re: NSW NBN outage 15 Jan 2025

Sheena_AGL — Sun, 19 Jan 2025 23:54:39 GMT

Hi @Adan25 @Michael57 @brookecouchman @MLK
Thank you all for reaching out to us.
I can't imagine how frustrating this will be for you all to be without internet.
I will advise for you to test an alternative cable from the modem to the NBN box, or an alternative DSL cable from the wall socket to the modem.
If you can please check your address using the following links https://www.nbnco.com.au/support/network-status& https://telcostatus.agl.com.au/
I will suggest, if this doesn't help, please contact us on 131245, or contact us on our live chat platform
Thank you, Sheena
AGL Telecommunications

Re: NSW NBN outage 15 Jan 2025

brookecouchman — Mon, 20 Jan 2025 00:14:38 GMT

Hi Sheena,

unfortunately still no internet and have tried turning on/off, resetting, new cable, checked nbn status for address, and called customer service twice, to be told just to wait for it to be fixed (but no one seems to know what needs fixing 😞)

really at a loss what to do next

Re: NSW NBN outage 15 Jan 2025

Ed_T — Mon, 20 Jan 2025 09:08:39 GMT

I'm experiencing the same problem, I've been without internet services since last Wednesday (15th) night.

Been onto the Tech services line almost daily. They keep telling me its some sort of power issue affecting AGL and that it "should be fixed by the end of the day". So far still no service, just a blue and amber flashing light on my NBN router.

I'm going to call another provider tomorrow and see if I can switch services. Their customer service is hopeless.

Re: NSW NBN outage 15 Jan 2025

Ed_T — Mon, 20 Jan 2025 09:11:27 GMT

Hi Sheena,

I've been advised to do all that and still no internet. I'm told is AGL equipment that needs to be fixed, but no one can tell me what it is, or how long its going to take to repair. Just silence!!

Really not good enough and a great way to lose a customer.

Re: NSW NBN outage 15 Jan 2025

Sheena_AGL — Tue, 21 Jan 2025 04:48:36 GMT

Hi @brookecouchman and @Ed_T
Thank you for getting back to me with this information.
So NBN have advised us that there is a partial outage in NSW due a power outage.
If you have had a power outage recently and you have not had internet since, we suggest to test an alternative modem as a power outage can create a surge within the modem.
We are trying to work with NBN about this and getting the internet restored.
I do ask you please monitor https://telcostatus.agl.com.au/ for any update from NBN about this outage.
If you have tested an alternative modem, we can suggest doing a direct connection to the NBN box to a laptop/computer to see if you have internet coming through the NBN box, if not we can raise a fault to NBN.
Please give us a call on 131245 or contact us on our live chat platform for assistance with the direct connection.
Warm regards, Sheena
AGL Telecommunications

Re: NSW NBN outage 15 Jan 2025

brookecouchman — Mon, 27 Jan 2025 05:51:47 GMT

@Adan25 @Ed_T @MLK

If you haven’t already, I suggest changing providers, simply because AGL have not been helpful in detecting an obvious onsite fault. Our nbn box was fried, and the physical connection was poor, has been replaced and a more direct connection made. If you wish to stay agl, insist they have a technician out. This was more than unacceptable, and new provider had a tech out asap. Hurray, after almost 2 weeks and unfortunately a hefty cost for new modem to that’s compatible with new provider, we’re back up and running!

Re: NSW NBN outage 15 Jan 2025

Ed_T — Wed, 29 Jan 2025 09:47:21 GMT

@brookecouchman

Thanks for the advice. After insisting that the fibre outside my house was working fine and not subject to an outage, I finally convinced the AGL service assistant to call the NBN and arrange for my NBN box to be tested/replaced. As I suspected, the box was fried in a lighting storm the week before. As soon as it was replaced everything worked again as normal.

I wasted all that time (over a week), and would still be waiting had I not persisted and asked for the NBN box to be tested.

I'm pretty disappointed at how inconsistent the advice had been, and the lack of technical competency in AGL's technical help desk.