RESTORED - LTE UNPLANNED OUTAGE NOTIFICATION - Beverly Hills (Sydney)

LTE UNPLANNED OUTAGE NOTIFICATION - Beverly Hills (Sydney)

Please be advised that the following LTE base station is experiencing an unplanned outage:
Beverly Hills (Sydney) 

START:  07/07/2017 11:44
FINISH: TBC

IMPACT: Customers may experience degraded or lack of service until this issue is concluded.

We thank you for your patience while we work to resolve this issue.

Comments

#1

ozzcaddy-MODERATOR wrote 9 weeks ago

RESTORED - LTE UNPLANNED OUTAGE NOTIFICATION - Beverly Hills (Sydney)

All Times are shown in Local times using 24 hour clock

START: 07/07/2017 11:44
FINISH: 18/07/2017 17:02
DURATION (min):

OUTAGE DESCRIPTION: This has now been restored

We're sorry for the inconvenience.

#2

Sxrein wrote 7 weeks ago

It has been nearly a month for me and the status of the connection has not improved at all. I can see the base tower from my house yet i get extremely poor connection and have seen no signs of improvement.

what is going on ?

#3

ozzcaddy-MODERATOR wrote 7 weeks ago

What sometimes happens, is the antenna's may have been re-aligned during the work carried out, and this can cause a problem with the connection and speed to what was being achieved prior to the outage.

I would suggest you contact Tech Support and make them aware of your problem since there was an Unplanned Outage 7/7/17 which was resolved.

Tech Support: 1300 327 837

Adelaide, Brisbane, Melbourne and Sydney Customers (local time):
Monday to Friday 9am-10pm. Saturdays, Sundays and Public holidays from 9am-9pm.

Post back what Tech Support has advised. And if you can also post the modems signal stats and IMEI.

Ozzcaddy

#4

Sxrein wrote 7 weeks ago

So far i have called tech support twice and only gotten the response that they will call me back, which they havent..

My mum recieved a call from Vivid saying that there would be work done but that it would be fixed with a day or two. This was around a week or two ago (i assume about the outage). I have called them once since and been told that they would call back again.

RSRP : -123dBm
RSRQ : -16dB
RSSI : -87dBm
SINR : -4dB

#5

ozzcaddy-MODERATOR wrote 7 weeks ago

The tower I connect to has been out since 12.30pm, and has only just come back on.

Can you provide the IMEI which is above where the stats are. Also, what Suburb/Postcode.

Have you tried repositioning the modem , if you can. This may improve your signal and stats. The stats above are between Poor and Moderate. The SINR needs to be in double digits that will give you reasonable speeds.

#6

Sxrein wrote 7 weeks ago

IMEI: 866854020463330
SUBURB & POSTCODE: Beverly Hills, 2209

I have tried repositioning the modem but i dont think that is the problem. Even after moving the modem around the house to see if that helps, not much improvement is seen.

After being out all day the internet has just started working again around 8pm, in the same spot as it has always been.

Also we are experiencing dropouts rather than a constant problem. Our internet has been like this for weeks, working as usual and then stopping for 10-16 hours, and suddenly turning on again in the evening or the early morning. very frustrating

#7

ozzcaddy-MODERATOR wrote 7 weeks ago

Thanks for posting back the information asked.

As you have been having this problem since the outage was resolved, I'll ask if my contacts can look at your connection. It might be a few days to hear back from.

#8

Sxrein wrote 7 weeks ago

Alright, thank you

#9

ozzcaddy-MODERATOR wrote 7 weeks ago

Hi Sxrein, I have just added a New Unplanned Outage notice for Beverly Hills.

This has most likely been raised by your complaints on the forum and myself asking for your connection to be looked at. I haven't received any other information other than the outage notice.

I have placed the link of the new outage below:

http://forum.vividwireless.com.au/forum/outage-notices/lte-unplanned-out...

#10

ozzcaddy-MODERATOR wrote 7 weeks ago

Hi Sxrein, just received further information in regards to your connection.

It has been referred to Vividwireless engineers for investigation, and you will be contacted once a response has been received from the engineers.

It was escalated and referred to the engineers from your previous contact with Tech Support, and as no response had been received back, you had not been contacted.

Ozzcaddy

#11

Sxrein wrote 7 weeks ago

Thank you once again, i greatly appreciate your help in relation to this issue. Hopefully all will be fixed soon

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