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Foxtel and Optus reconnected

We had Foxtel and Optus reconnections in the early afternoon.  Both companies gave us the usual half-day window, and called just before to let us know they were on the way.

Optus has done away with the Motorola Surfboard cable modems and we had bought the 'EMTA' from our old house.  What I did forget is that the EMTA remembers settings and as happened in July when we moved to our rental house, our wireless router could not get Internet access because the EMTA remembered settings from the laptop it was first plugged in to, to test the connection. The EMTA provides both cable Internet and telephone access (via VOIP).

After several hours playing with settings on the computer and wireless router, I remembered the problem and solution.  I removed the EMTA's battery then unplugged its power cable, then plugged the Ethernet cable into the wireless router, and restarted the EMTA. A few minutes later I had wireless Internet.

It is a shame that Optus does not provide basic instructions and FAQs for common problems at the time of installation.

We are also pretty unhappy with the quality of the installation, and each time I see it, it makes me angrier.  The technician ran the cable across the front of our house by attaching it loosely to the bottom of our fascia.  Before he did it he advised me he would run it across and use conduit.  However, he only used conduit to run the cable down the end wall of the house, and we now have an ugly black cable loosely run across the fascia.  When I questioned him he said I could paint it or reroute the cable behind the fascia, but if he actually cared about the quality of his workmanship he would have done that in the first place.

The Foxtel reconnection was quick and simple.

I have since been told by someone in the building industry that Foxtel and Optus technicians are paid a fixed amount per installation, so they will always be tempted try to find the quick fix solution.

If this post helps you solve a connection problem with an EMTA and Optus connection then please let me know by leaving a comment. However, please note that I am no IT guru, so I will not be able to give any further advice.

Update: 05/02/2011 Following the Optus installation I received a telephone call and was asked to complete a customer satisfaction survey about their communication and work quality.  I advised them of my unhappiness with the quality of the work, but that the technician was a nice guy.  At the end of the survey I asked "what next" and the caller seemed confused.  I asked that he record that I'd like a follow up call from Optus.

Three working days later Optus did call me, to my surprise.  I explained again, and the caller was very apologetic and insisted they would fix it before the end of the week.  This morning at 9am the same technician was at our door. He moved the cable behind the fascia and apologised, explaining that he should have done it that way in the first place.

I am delighted with their follow up.  I even called them and signed up to a new two year Fusion Internet package at lunch time.


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