This customer had just moved over to NBN on Thursday from ADSL service to a new HFC NBN connection. The tech from NBN had turned up to install this service and used the existing Foxtel cables to install the NBN connection device and modem in the customers office.
The customer had another socket in the hallway of her home that was used all the time on the ADSL service but since she had had the NBN on this socket didn’t work. So, the customer booked us in to come and look and find out what was going on with her VOIP connection.
So, the first thing that we found is that the NBN technician had just plugged from the phone port of the modem into the socket to try to distribute that dial tone throughout the home sockets. These sockets where still connected to the ADSL lead-in cable that had 50 volts line voltage coming from the exchange sitting on their internal network.
The other thing we found that the customer didn’t know herself was that she could call out on her phone, but when I tried to call in on her number from my mobile phone it was telling me that her number was disconnected and she needed to contact her services.
Firstly, to fix the voltage issue I located where her old copper lead-in cable was and disconnected it from the socket. Then I closed the circuit and introduced the dial tone from the from the NBN Optus modem. She also had a faulty lead, the clip on the end kept popping out each time you tried to plug it into the wall socket, so we replaced it free of charge for her.
Once we cut the voltage the dial tone appeared on all the sockets again. The next issue was people where unable to call into her phone number. Firstly, I tried to backdoor it by using some Optus numbers I had, but they didn’t want to help. So, we used the Optus online chat. I was very impressed, we had someone on their straight away. I typed in a description of what was going on.
They could quickly see it was a VoIP porting issue and told me it would be fixed in 10 min. After about 5 min the phone started to flash and then rang, and it was the Optus tech support guy on the line. He said there had been a problem with the programming of this service, and he fixed it up quick smart.
We got this customer 2 issues fixed in under an hour with the help of a helpful Optus tech support team member.
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