Buzz Telco outages

Hi folks,
Today since 2:30pm we are experiencing internet outage.

Now I have serious question,, How good is Buzz Telco infrastructure? Which they can't restore even after this much long outage.

Thanks.

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Buzz Telco
Buzz Telco

Comments

  • It maybe a network outage , that means it's the NBN not the ISP.

    What did they say when you reported the fault.

    Edit, ignore what I wrote, just read their Facebook page and seems they have outages often.

  • They said unplanned outage.

  • They also said it may take 2-3 hr now & will forward new modem details instead of static IP.

    • Yeah , just read their Facebook page, not good.
      Are you on Nbn or adsl?

  • Wish I read this earlier. Was trying to re configure my asus router as I thought the problem was from my end. damn…

  • Old provider AAPT. New provider is Vocus.

  • +1

    Cheaper service looks good untill we come across such long outage. Still internet down & no ETA. Sad.

    • Buzz promises great prices. Fails to mention long downtimes!!! Sad.

  • +5

    Never heard of Buzz Telco

    • +12

      You obviously haven't been on OzB enough ..

  • Recently they took over lots of connection through Oz bargain.

    New ETA they mentioned is 11pm. 😒

    • Makes me a little mad as I also reset to factory my router.. but I just read a book instead tonight.

  • After the outage, anyone realised Buzz Telco is now with Iprimus instead of AAPT on their FTTP NBN too? This is probably why it's down ..

    Should I be worried?

  • Any updates? Anyone with buzz telco can actually connect to internet?

  • Nothing yet! No internet since mid-day!!
    This is a disaster for Buzz Telco!!
    Did they get too greedy signing up new customers they couldn't handle? So far it seems to be the case!
    I will most probably be moving to another ISP very soon!

  • I can't stand such outage. Still no internet & no real ETA.
    Need to find another NBN good deal.
    This is rediculous.

  • They gave me a username and password and no other settings to put into my modem. Im currently ipoe which doesnt even ask for a username or password!

    • *Update - If they give you a username and password use the PPPOE setting instead of IPOE. You may also have to change the VLAN to 0

      I'm connected at a whopping 19/7 , paying for 100/40 :/

      • What speed were you getting before?

        • Anywhere from 70-90/20-30

        • @gladbear: Think yourselves lucky that you havent been down for a week and won't be down for another 1-2weeks. These scum bag assholes didnt pay their upstream provider and my port has been blocked (HFC) and I have to have a nbn tech come out to change my ntd. These assholes have lied every single time I've called them, starting with "it will be fixed in 24 hrs" then another 24 hours later the same answer, then another then its "it'll be fixed monday-tuesday after the wkend" and now it's a week to 2 weeks more after speaking to them today. Every time I have had to call, not once have the sent an email or tried to contact me when they said they will several times. Sorry for the language to anyone that's sensitive but there's no other way to express it, (profanity) BUZZ TELCO they are LYING (profanity). Plus I have been overcharged a month and it has not been resolved. This is the worst company I have ever dealt with. There is only so many times you can be lied to before you lose your temper and I'm well and truly there along with the other people writing awful reviews over the past week. Enough is enough and I hope the company burns to the ground!

        • @Tythefly86: Do what i did. Send them a request to cancell your account, request a refund, contact your bank/card to cancell further payments and then file a complaint with the TIO.

  • Is internet working?
    I have received email with username and password but still no internet. Their email says by 9am. What are they still waiting for.

  • Still out here in South Perth WA. It's been 18 hours!

  • Still out haven't even received new router details!

  • Update: received a new username and password to connect as PPoE last night after I rang and waited on hold for 45 mins. Internet working when I woke up.

    • Can you please provide a step by step guide for everyone here who doesn't know about setting up the modem? I have been offline for 24hours and even though I have received the username and password, I'm still unable to connect for some reason. Your help will be much appreciated. Thanks.

      • Hi Canon,
        Sorry for responding late, at work right now. I'm not much of a tech guy, but here's what I have done to get back on. Mind you, I have NBN FTTP
        Enter your router admin,
        Click on 'setup internet' or WAN settings
        There will be option that says 'how do you connect to the internet', choose the option that lets you enter username and password, everything else will be picked up automatically. And hopefully then you will be connected.
        Sorry that's all I can explain as of now from work. Hope you get connected soon.

        • user whodidthat provided a detailed step by step and it worked for me. Thank you alterego13.

        • @canon1989:
          Yea just saw his post, much better explanation than mine.

  • I can't get in touch with Buzz Telco at all.

    1800 985 106
    1800 053 250

    The above numbers have been disconnected. Is that meaning some issue with this company?

  • 1800 985 106 was working till list night as i was on hold for 50min before i ended call. But funny enough this morning I received email with username password details from Jeremy which contained old disconnected number 1800 053 250.

    Even after such an outrageous outage they are still missing important informations. They need to learn a lesson and have to employ someone with keen eyes.

  • +1

    Its been over 18 hrs since I lost my NBN connection from them. I haven't given connection details for alternative solution. Do we have to call & be on hold to get this information? I will have to find another NBN provider. I moved to this service from OZ bargain recommendation. Does anyone recommend a reliable service which doesn't have year or more contracts?

    • Ring them. I was on hold for 50min before someone spoken to me over the phone.

      Been told they will need to deal with individual account instead of restoring the whole service at once.

      • +1

        So you wasted 50 minutes to be told the same information that they've generically given out on their Facebook? Did you get your service restored?

      • Ringing them is now useless as it just gives an engaged signal.

        Buzz need to get their crap together.

        Also they are moving to Vocus - who are now facing a Class Action Lawsuit… great… just great.

  • I've spoken to Buzz. They had issues with AAPT and have had to do an unplanned migration of services to Vocus, and due to the nature of the change they have to update each customer profile, so it's not that they are an unreliable provider, it is that they themselves were stuffed around.

    • Did they give you an ETA?

      • Should be up in a couple hours after the new user information has propagated.

    • +1

      Sudden issue with AAPT is hard to believe as AAPT's services are running normal.
      They should have prepared all customers on Vocus first keeping AAPT running simultaneously & then should have transferred all in one go to vocus by giving cut off time. They haven't given proper ETA for service restore to most of affected customers which is making all angry. It is taking a day to restore outage while it takes minutes to signup new NBN service.

      • AAPT disconnected the services, so they had to jump the gun on the migration.

        It was most definitely an unplanned outage, and it would have been done the way you said had things gone as planned at a later date.

        • +3

          I heard from Buzz telco rep, AAPT has unplugged their network to buzz telco without notification. I had friend works at aapt. I asked him why AAPT just unplugged network to buzz telco. He said impossible to unplug the customer network without any notification unless there is something going on. After checking again, and it was found that buzz telco has not paid their bill yet for sometimes. that is why AAPT unplugged their service to buzz. A friend who is network angineer said to change provider it will take sometimes as they need to build new infrastructure.

        • @ayr007: Is it true or just fictional?

        • @Gaggy: I can assure you Buzz lie like teenagers. Ive been through it, still dealing with it. They try to be polite, Ill give them that. But its like kids, that tell you what you want to hear, and then do as they like.

          They blame all their woes on upstream providers. But you cant blame upstream for promising to get back to you with information, and then never doing so, time and time again.

          They are dodging unhappy customers.

  • +1

    Haven't been able to connect all morning (Melbourne).

  • +6

    I didn't have a clue what to do with the new user name and password they sent to me so left it until this morning.

    I still couldn't figure it out so I called them.

    If I remember right, this is what you do:

    To setup the modem do the following:

    1) Open 192.168.20.1

    2) The default username and password are both “admin”

    3) On the left hand menu select "WAN" and delete current connection details. Then:

    4) On the left hand menu select “Basic Setup”

    5) Select “VDSL” then press Next

    6) Select PPP Over Ethernet (PPPoE) with no VLAN Tag then press Next

    7) It will ask for the (new) user name & password at this point

    8) Should show "Device Info" then.

    9) You may need to press the reset button on modem to fully clear everything before it connects.

    If you have telephone (VoIP) with them, you will need to ask for new settings - I am still waiting for those.

    Sorry if I've missed anything :/

    • +1

      At least you got the new information to reconnect!

    • +1

      You are a legend!! Can confirm that it works for the tech illiterate out there.

      • Took a bit of doing, bunnybash.

        Great canon1989! I'm pleased it worked.

    • +2

      I got my login information this morning, but lack of details how to set.
      Will try tonight.
      Thank you, whodidthat.

    • +1

      Thanks whodidthat. Your instructions were spot on. Buzz should pay you for your helpful service which was far better than the username & password sent out. No mention of selecting vdsl on their email.

      Much appreciated

      • You're welcome :)

    • +1

      Selecting VDSL didn't work for me, I ended up having to go through Eternet WAN. This guide was helpful! Thank you.

  • +1

    Far out Buzz might be one of the worst ISP I have come across.

    First they took 10 days to actually connect me because activations "forgot"

    Second they triple billed me in my first week of service

    Third We've been without any internet for 24 hours now and they keep giving deadlines for reconnection but they keep passing with almost no one being connected.

    Oh yeah… the kicker is that I've only been connected with Buzz for less than 10 days.

    MASSIVE issues with this company

    • I think they got too many new customers in a very short period of time

      • They dont pay their bills and use billing as a loan source. I also got double billed. Theyve been having issues since at least June when they tried OzB to gain clients. AAPT wouldnt pull the plug for such a short period.

  • No internet since 2:30pm, yesterday
    No email with login details
    No response from support
    No happy

  • To those who have gotten their Internet connection up, did you have to receive an email with the new password and username and then change this via your router? Or did you not have to do anything and this resolved itself?

    • The former

    • I ended up speaking with them, an hour later I received my information with no assistance on set up

  • Time to switch. Not Happy Jane.

  • Called them waited 57 min & 32 seconds to answer the phone. The lady who spoke to me didn't have the new account set up. She "does't access to the new system"yet. She said they are emailing everyone. They have switched their CDN carrier to another company. New carrier is PPOE based as above OB's indicated. Modem needs to be re-condifured as per information. She said its possible for me to get new username & password within 24- 48 hrs. Moving to another carrier. This is unacceptable!

  • Still waiting on call at the moment, so far nearly 45min and counting

    Got the new login details, and configure all, however only got limited internet, can access outlook email, but can't browse the web due to "authentication issues".

  • +2

    Already applied for aussie broadband to be my new provider while these ass clowns figure out their act. Might be days or weeks before they sort this shit out.

  • With the new login name and password, now used PPoE instead of static IP.
    Current speed test is
    Download 6.15 Mbps
    Upload 1.08 Mbps

    On 100/40 Mbps plan.
    It's terrible.

    • I’m getting 90/35 with 11ms ping now. Very happy.

  • Another day without internet. Kids won't be happy. Last night was hell. Looks like reliability is more important than price. At least I can port out without cost. Who to go to next? I can't surf to check!

    • +1

      You don’t have a mobile phone?

    • +1

      aussie broadband have good reviews and leaptel as well.

  • Double post

  • What a mess!! This is horrendous service and for most of us this cripples work, homework, television and security services. Pity I took a contract. This after the double billing issue.

    • Yea i know right? Its a complete cluster f@#$k.

  • Signed up with https://www.letsbemates.com.au . No contract, month to month & they are also running a promo September promo called YEAHMATE, simply enter the promo code YEAHMATE in the promo box when signing up & receive the 2nd months usage free. Not associated just wanted to pass it on to anyone interested. I got good ratings on productreview offer unlimited downloads.

    • +2

      More expensive than buzz, but at least it comes with internet!

  • I got the email last night around 11pm. Set everything up and no internet, even at this morning at 6am. Got home from work 6pm and still nothing. Rebooted the router and boom, I got internet again.
    Instead of choosing VDSL, I chose WAN Ethernet and that worked… no thanks to their lack of setup instruction email.
    I got my email cause I send them a PM via facebook. Apparently that was to give you priority in getting your account sorted.

    http://www.speedtest.net/result/6623066855.png

    • When I contacted their support they said they are moving to a PPOE system. You have WAN? Boy I am confused. Still waiting for their email response about new username & password.

      • I think FTTN select VDSL and FTTP use WAN?
        I'm just guessing

      • I just spoke on the phone to them, and I was told to use WAN ethernet, and it worked.

  • I was given username and password last night and had no clue where to use it b/c they never send instruction. Just now had a chat with customer care and instructed me:

    Router: Asus RT-AC58U
    Login: 192.168.1.1
    Advanced Setting (Left side) -> WAN -> WAN Connection Type -> Select PPPoE -> PPP Username and Password (received from Buzz Telco).

    Getting almost 22 MBPs. Most of the router have similar settings. So don't need to buy a modem.

    All set.

  • +2

    This is what's posted on Whirlpool by Buzz

    whrl.pl/ReZJct

    Hello Everyone,

    I am sorry I have not had a chance to jump on here and answer questions individually as I would normally.

    Here is what currently is happened/happening, to what I know and understand:

    (This is a no b/s, straight to the point post. No offense is intended, just blunt honest responses to a few questions I have seen)

    • This was NOT a planned outage, we were NOT given any heads up to this in anyway. It is pretty much like AAPT has just pulled the plug and we only found out after the first wave of calls came in that there was an outage.

    • There is only a team on 9 people at Buzz Telco. We have 4 on day shift, and four on afternoon/night shift. We are all going all out here to get everyone online ASAP. I started work yesterday at 7am, I didn't leave here until 2am. 19 hours of solid work just like everyone else here working their butts off to get you online.

    • The more you pester the staff with ETA of your internet you are literally delaying connection of not only your internet, but everyone else because we have just lost another employee to a 10 minute call from you.

    • We are very much aware of the lack of updates, but right now. Your desire to be updated every 3 seconds is not a priority, the priority is to get your internet on..

    • You will know your connection is already moved when you receive an email from the activation's team, with the new details. Please check your inboxes regularly, and also your junk mail box.

    • If you are HFC you are going to be offline for a little bit more, due to NBN's HFC issues that is NOT connected to Buzz Telco, or anything on our end.

    • We are so grateful for those who are back online that have guided others on the setup, we are trying to help them, but as stated before, ETA spam is just pushing the support calls way down the lists and it is hard to locate them and help them.

    • Speeds will not be your normal speeds right now, as the new systems were not meant to be used right now. But as we have no other choice, It was only switched on last night and we are throwing hundreds of connections at it every hour. It will return to normal over the coming days.

    Moral of the story; if you want re-connection faster, stop harassing the staff with the same calls over and over and over again, so they can actually get you back online.

    I would like to apologise for the entire cluster muck, that is happening right now. We are doing everything we can to fix the mess and get everyone onto the new network asap.

    I would like to think there will be more updates soon, but as I said above. Getting you online asap is more important right now.

    Regards Mitch.

    • +1

      It never ceases to amaze me that these providers do not record a message and announce it before sending callers into a queue. It would save a lot of people from waiting on the phone.

    • +1

      They found out about an outage when people called???

      Surely youd be monitoring that stuff.

      • Thats what surprises me too. When calling support, they had no idea about any issue. According to the person the monitoring tools are with the management. If people dont have tools, how will they support….

    • +2

      This guy sounds like a massive douche

      Your internet being out is not the customers fault, but the way he talks is like it is

      'your desire to be updated every 3 seconds' - seriously? how belittling can you be.

      learn some customer service, sheesh

      • +1

        lol that's customer service QLD style :)

        • Seriously whats wrong with QLD people and so many customer service, Debt Collection and all shit being located in QLD. Why cant all the Big 4 Banks and other big wigs of Oz have anything in QLD. Is it the people or the place ?

      • Its called the best defence is a good offence.

        They dont return calls, havent done since July. They promise to call, but never do. Ive been through it for at least 8 or 9 calls.

        Oh, and every fault is an upstream providers fault. Never Buzzes. But you know, if youre understaffed, thats your call. If its been going on since July, thats your call. If it hasnt been going on since July, then Im here to tell your staff do not follow up, or return calls, or email, since at least July. But its interesting that Facebook is rife with customers who report the exact same issue, no contact despite promises and it goes long before June.

        To sum up dealing with Buzz, teenagers who are polite, and say what you need to hear, and then do as they please. Its not the staff, this must be coming from the top on how to handle calls. Theres no way every staff member, and Ive spoken to a fair few, are the same mentality.

        Im not surprised one more left. I find it telling that in his own words, ONE MORE. I also find it telling a senior party, comes here and blames customers for wanting to know whats wrong with their purchases, and for losing staff.

        Is it ever Buzz, or managements fault Mitch?

  • +8

    What a joke of a company. To suggest people rimging up is "ETA Spam".

    I sent them my email resulting cancellation. Unless these jokers get their act together, thet are going to get a lot more spam of that kind.

  • +8

    F@#k Buzz Telco. I signed up with Aussie Broadband this afternoon after getting fed up with Buzz and had internet connected within a couple of hours. Will dispute Buzz Telco's double invoice charge for next month and say f@#k you very much. Downtime over 31 hours and counting with no end in sight is unacceptable. I strongly urge everyone who is affected to do something about it and go to a competitor. Don't give empty threats to leave. Just leave. I did and I ain't coming back.

  • +1

    I'm prepared to stick with them, at least they're working hard to sort things out.
    I don't know who's fault it was that had AAPT pull the plug, not sure we'll ever know. But lets wait and see.
    A bit rough for AAPT not to even warn about disconnection.

    • +1

      Buzz has not paid their bills to AAPT for months

      • Where did you find that out?

        • on the interwebz… so it must be true lol

        • @gimme: Of course ;) lol

        • They cant blame AAPT, or anyone else for the inability to return calls as promised, dating back long before June. Numerous people have just lost interest and moved on due to one thing I myself know they do. They never return calls, they promise to return, time and time again.

          Something is very wrong at Buzz, at the top. Not paying a bill is highly likely given AAPT still on sell services. Why in the realm of conspiracy nuttery, would they single out Buzz?

  • +2

    Nope this is bullshit no internet and no phone lines for two days I should have gone to Optus or even Aussie Broadband cancelling soon this is beyond joke no update and emails to even say what's going on and you come out and tell us you have only 9 staff on well that's not problem here and on top of that you guys charging people 2 - 3 times in the same month tells a lot about the company…. really disappointed

  • +7

    I’ll be sticking with them. I had more downtime with Bigpond ADSL. My speeds and ping are much better since they switched to Vocus. I love the personalised, no bullshit post on Facebook, although I think they could have saved themselves a lot of work by doing the following;
    • Changed the voicemail greeting as soon as they were aware of the issue. Would have saved everyone a lot of time.
    • given hourly updates on FB, even if they had no new information
    • updated their server status on the client portal
    • told everyone to remove their VLAN ID with the new settings, to save users searching the forums for a fix.
    • under promised and over delivered

    • These are really good points. One thing I think would be great is if they did the same that Telecube has - have an outage-related mailing list that users can subscribe to. Outage notifications and updates are then delivered straight to your e-mail.

  • Anyone else received an unpaid invoice when they've already paid this month?

    • That's for the November period. You don't have to worry about that.

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