Forum Discussion
Differential Diagnosis of repeatable hours long fiber outages
Every single day this week at about 5:15pm PST our 1 GB fiber Internet in Metchosin, BC goes offline. This outage can last from 45 mins (40%) to 5 hours (60%). If it lasts 45 minutes, there will be an...
@Dimo-X
Notaditz Wrote: How do we escalate this to a support person with tools to diagnose fiber infrastructure issues?
Good day... This would be my personal nightmare, having no service more than having stable service most of the time. I just can't imagine having to put up with this.
I would try to contact Telus during one of the outages, they maybe able to ping the modem and see remotely what maybe happening. Or conversely confirm that no connection is currently happening with the modem.
As well I would confirm with Telus support a trouble ticket number so you are able to have that reference each and every time you contact Telus.
I'm sure that with the correct prodding Telus should be able to get this corrected.
I've tagged @Dimo-X on this note as he is a moderator of this forum, perhaps he maybe able to make an additional suggestion to get this problem rectified.... Cheers
If you find a post useful, please give the author a "Kudo", or mark as "Solution", if it solves your problem, thank you very much.
Dimo-X, sorry I couldn't tag you in my first reply.
DrPacman wrote:@Dimo-X
Notaditz Wrote: How do we escalate this to a support person with tools to diagnose fiber infrastructure issues?
Good day... This would be my personal nightmare, having no service more than having stable service most of the time. I just can't imagine having to put up with this.
I would try to contact Telus during one of the outages, they maybe able to ping the modem and see remotely what maybe happening. Or conversely confirm that no connection is currently happening with the modem.
As well I would confirm with Telus support a trouble ticket number so you are able to have that reference each and every time you contact Telus.
I'm sure that with the correct prodding Telus should be able to get this corrected.
I've tagged @Dimo-X on this note as he is a moderator of this forum, perhaps he maybe able to make an additional suggestion to get this problem rectified.... Cheers
If you find a post useful, please give the author a "Kudo", or mark as "Solution", if it solves your problem, thank you very much.
Dimo-XModerator
No worries DrPacman 🙂 Thanks for tagging and you've pretty much summed up the possible routes for further support!
@Notaditz Your circumstances do seem a bit odd... and in this case would warrant a more in-depth investigation by the tech support team. It would be best to reach out to them and have the issue escalated. They might need to do some more tests on their side and possibly dispatch a technician again.
