Troy Kelly

There is currently a network outage in Western Australia, that has been an ongoing issue for the last three days. Essentially it involves the name servers for the NextG network going offline. For some unknown reason Telstra & BigPond technicians are unable to work out a solid resolution, nor can they work out a way to get them working when they do fail in less then 9 hours.
From the BigPond support center I have been told the following:
– There are only five technicians that work in the wireless broadband support center;
– Telstra is aware of the network outage, but do not update the network / service status page;
– Their name servers go offline every evening at 2200 and it takes the network support team until 0700 the next day to resolve the issue.
I am really at a loss as to how a name server issue can take so long to fix (even temporarily) and how it can be allowed to go on for so long.
NextG connectivity costs me over $180 per month. Sitting in a phone support queue for excess of one hour every time I need support is not acceptable. If I was with dodo, and was paying $34 a month for my internet, I wouldn’t expect customer service – but the price point is vastly different.