Over the weekend I was contacted by Internode via email informing me of the resolution of the support ticket I raised on the 14th of October.

Apparently my issue has been resolved or maybe I needed to respond to some question or issue I wasn’t asked about.

Here is the email Intenode has sent informing me of the resolution. It is obviously a form letter or standard template.

From: Internode [mailto:nobody@mail.internode.com.au] On Behalf Of helpdesk@ticket.internode.com.au
Sent: Saturday, October 17, 2009 1:36 PM
To: russell@actbroadband.net
Subject: [ticket.internode.com.au #2229656] Resolved: Poor Internet Performance

Hi,

This message has been sent to you because we believe the ticket has been

resolved or we have not yet received a response to our earlier correspondence.

If you consider that further work or information is required, just reply to

this email. The information you provide will be added to the ticket and the

ticket re-opened for our staff to attend to.

We strive to provide excellent customer service. If you have any comments or

questions about the handling of this ticket, please feel free to contact

Feedback via our website at http://www.internode.on.net/contact/feedback/,

making note of the ticket number concerned within your message. Your feedback

will be read by senior Internode management, who value your comments.

Regards,

The Internode Team

________________________________________

Internode Technical Support

150 Grenfell St, Adelaide SA 5000

1300 788 233

Phone: (08) 8228-2999

Fax: (08) 8235-6999

Web: www.internode.on.net/support

Unfortunately I can not agree with their assertions that the issue is resolved or I have yet to respond to them concerning the issue. While the issue continues to affect me and other residents of the area I will try and keep this ticket and the others open.

Here is my response to the support email.

Dear Helpdesk at Internode,

Please move this ticket from resolved back to open status. This I ask for three reasons.

1, You have not been able to demonstrate or provide me with details to how the resolution was achieved, nor have you explained why you believe the issue is resolved. I will not allow you to close this ticket until you can provide me with such details.

2, I will demonstrate again that the issue still exists.

Tracing route to [12.129.242.22]

over a maximum of 30 hops:

1     2 ms     2 ms     3 ms  ppp59-167-63-146.lns1.cbr1.internode.on.net [59.167.63.146]

2   605 ms   613 ms   594 ms  lns1.cbr1.internode.on.net [203.16.215.192]

3   491 ms   424 ms   398 ms  gi1-0-0-3.cor3.cbr1.internode.on.net [150.101.160.6]

4   682 ms   650 ms   674 ms  pos2-1.bdr1.syd6.internode.on.net [150.101.160.110]

5   693 ms   733 ms   756 ms  pos5-0.bdr1.sjc2.internode.on.net [203.16.213.162]

6   813 ms  1021 ms   846 ms  ge-7-7.r02.snjsca04.us.bb.gin.ntt.net [129.250.11.97]

7   601 ms   635 ms   640 ms  ae-2.r20.snjsca04.us.bb.gin.ntt.net [129.250.3.225]

8   668 ms   778 ms   898 ms  192.205.33.177

9   727 ms   723 ms   785 ms  cr1.sffca.ip.att.net [12.122.114.18]

10   751 ms   691 ms   683 ms  cr1.la2ca.ip.att.net [12.122.3.122]

11   784 ms   859 ms   879 ms  gar4.la2ca.ip.att.net [12.122.128.169]

12   566 ms   542 ms   492 ms  12.122.255.70

^C

C:\Documents and Settings\user>date

The current date is: Mon 10/19/2009

Enter the new date: (mm-dd-yy)

C:\Documents and Settings\user>time

The current time is: 21:27:06.64

Enter the new time:

http://www.speedtest.net/result/596386603.png

Until my latency is stable and in line with ADSL services is neighboring suburbs (ie under 100ms to Internode POP) I will argue the issue remains.

3, I have not received an earlier correspondence from you other than acknowledging the congestion fault on my service still exists. I have not received an email or SMS concerning the status of the ongoing issue since August 8th, over 5 weeks ago. I raised another ticket as I had assumed Internode believed the issue solved which is to the contrary.

Please keep this ticket open. I will be in contact in the next week to inquire to its status and Internodes progress.

Thanks

Russell

I expect to hear from Internode again shortly. If you have an outstanding support ticket with your ISP please check it is still open, if it is not ask them to open it again.

• Previous Entry: Internode Support Response
• Next Entry: Lack of Response from MLA