news Telstra has apologised to customers for disruptions to services since last week, and offered advice to those still suffering issues.
Since last Thursday, the firm said, some of its NBN and ADSL customers have experienced disruptions to voice and data services.
Telstra explained that there had been a fault with a device that manages the interaction between its network and the different types of modems used by customers.
The issue commenced late on Thursday night and was restored “from a network perspective” on Friday afternoon, said Kate McKenzie, Chief Operations Officer, Telstra Operations, in a company post.
“[D]ue to the complexity of the issue it took some time to identify, but once we did we were able to isolate the problematic device and start restoring individual services,” she said.
Apologising for the disruption, McKenzie added that it took time to identify the cause of the disruption, which it impacted customers “in different ways at different times”.
Key to this variation was the type of modem used by individual customers and the environment that it was operating in, she said, adding: “This made the fix on this occasion longer and more difficult.”
While addressing the root failure resolved the underlying issue for most customers automatically, subsequently Telstra discovered that some customers’ modems continued to experience connection problems.
The firm advised customers still with problems to restart their modem, which fixed “the vast majority of the remaining connection issues”.
However, there remain a small number of customers still experiencing connection issues, according to McKenzie.
Customers with Telstra TG587, TG797 or TG799 modems that will not reconnect to the network after a restart, should visit the firm’s step-by-step guide to resetting their modem.
Customers who still have problems after this process should contact Telstra on 133 933 (ADSL) or 1800 834 273 (NBN) for further assistance with troubleshooting the issue.
Image credit: Telstra