Skip to content Skip to main navigation

Ask RiotACT

Forget about garage sales
More buyers, More profit, Less stress

ACT Housing maintenance phone number not working.

By justjbhere 4 January 2014 50

On Thursday at around 6:30PM, a tap in my bathroom broke, well the plastic part shattered into several pieces.   I am in a ACT Housing unit so I rang the maintenance number (6207 1500) to let them know and to have a plumber come out to fix it.

Well the number didn’t work.   I tried many times right up until 12:30AM but still nothing, just silence each time I rang.   I also rang Canberra Connect but they were pretty much useless and would only give me the “emergency number” if it was an emergency.

I also rang Telstra who informed me that it wasn’t their number and to ring Optus who said it wasn’t there problem.  The next morning I rang ACT Housing after numerous times ringing the 6207 1500 which again wasn’t working.

I finally got through to maintenance and they said someone could come around early next week even though it a 5 minute job.

The weird thing is that my neighbour rang the number on her mobile and had no problem to which I also tried them on my mobile and it too worked.  It is expensive for me to ring on my mobile because it is prepaid.

So,  I am wondering if any other ACT Housing tenants are having the same problem with their landline phone when trying to ring ACT Housing maintenance?    Please let me know.

 

 

What’s Your opinion?


Please login to post your comments, or connect with
50 Responses to
ACT Housing maintenance phone number not working.
Filter
Showing only Website comments
Order
Newest to Oldest
Oldest to Newst
JC 7:23 am 08 Jan 14

IrishPete said :

Given my own personal experience of being an ACT government on-call worker, (over 5 years ago now) I still think the most likely scenario is some failure of the forwarding, which would have ceased to be an issue when the office re-opened the following morning, which I am guessing is when they and their neighbour happened to try from a mobile. I note the OP’s post about TransACT saying “the fault was at their end” but still doesn’t tell us what the “fault” was.

The department I worked for had a complex phone system (though probably a standard Transact VOIP thingy) that I was never trained in, and it was quite easy to stuff up the forwarding and “unforwarding”. I did stuff it up once, quite spectacularly, and the manager was called at about 0400 to track me down. The ancient work mobile phone also didn’t have reception in some key places I would often have to be, which also caused problems.

IP

If the forwarding was stuffed up you would eventually get a no progress tone, not dead silence. Dead silence is a problem in the audio path. Simple as that.

PS as for the fault being with Transact (this is directed at the OP), at no point did I say the problem was the OP’s line, I said between your carrier and Transact. First POC of course is your OWN carrier. I am surprised Transact would even talk to you, but good to know a fault has been identified and fixed.

IrishPete 7:35 pm 07 Jan 14

JC said :

Umm, as the OP pointed out the service worked from a mobile but not from their landline. That means two things, that the ACT housing end WAS working and that the fault lies somewhere between their handset and Transact who provide the ACT government phone service and 2, that any call forward (if set) was also working.

As for testing it do you expect ACT housing to go to EVERY exchange in town and ring just to see that it is working? Because that is what would be required, and even then you may well find that someone is using a 3rd party carrier (like Optus over Telstra) or even a VoIP cairrer, how do you propose you test for them?

What should have happened is when the OP was getting silence when ringing they contact their carrier (which they did) and THEIR carrier does some fault finding not fob them off. Ownership of the end number is irrelevant it is up to the carrier you pay money to to ensure that the call gets routed to the end destination.

There is nothing ACT Housing or ACT Government could have done to have helped in this case as the fault lies somewhere else and of course my bet is they wouldn’t have even been aware of the issue.

As for the multiple explanations of what could have gone wrong, please enlighten us. My “quite clearly” comment was based on 25 years working on phone systems and dealing with the likes of Telstra.

A fault such as this would more than likely be a break in the audio path from the OP’s exchange to the end exchange (Transact in this case). The fact it was silence says that the call was setting up correctly, call set-up between Telstra exchanges is separate to the audio path using SS7 signalling. If the call wasn’t set-up correctly the OP would have heard a tone for an unknown/incomplete number or congestion. Silence says they received neither and as far as the exchange was concerned the call was routed through.

On top of that ring tone (which is actually called ringback tone) on digital exchanges is generated from the destination exchange. As mentioned before Transact use some strange tone set on their exchange hence the tone sounds different when you call the ACT Government or other Transact users. The fact this was not heard again points to a break down in the audio path somewhere between the OP’s exchange and Transact. First POC should of course be your own carrier.

I wouldn’t mind betting if the OP has itemised local call billing records they will see they got charged for every call attempt, because I would say the far end was ringing and got answered. Answering will trigger a call connected message, which in turn will trigger call billing, even if the audio path is silent.

So really the boogie man here is the OP’s carrier for not fault finding a fault that was reported to them.

Given my own personal experience of being an ACT government on-call worker, (over 5 years ago now) I still think the most likely scenario is some failure of the forwarding, which would have ceased to be an issue when the office re-opened the following morning, which I am guessing is when they and their neighbour happened to try from a mobile. I note the OP’s post about TransACT saying “the fault was at their end” but still doesn’t tell us what the “fault” was.

The department I worked for had a complex phone system (though probably a standard Transact VOIP thingy) that I was never trained in, and it was quite easy to stuff up the forwarding and “unforwarding”. I did stuff it up once, quite spectacularly, and the manager was called at about 0400 to track me down. The ancient work mobile phone also didn’t have reception in some key places I would often have to be, which also caused problems.

IP

Pitchka 10:37 am 07 Jan 14

justjbhere said :

Just an update and a thank you for all those who tried to help me.

The plumber came first thing yesterday morning and what I thought was a simple tap replacement job, actually turned out to be a lot more than that. I had to have both taps changed. The plumber was surprised that I didn’t have a flood in my bathroom.

Considering he is billing the ACT Gov, he can claim to have had to complete work not necessarily required.

Change two taps, a couple of washers, boom, $300…

Good on him, if i was called out to change a broken tap, id make sure it was worth my while too.

Please start a new thread when Jim’s Mowing turns up late..

justjbhere 9:42 am 07 Jan 14

Just an update and a thank you for all those who tried to help me.

The plumber came first thing yesterday morning and what I thought was a simple tap replacement job, actually turned out to be a lot more than that. I had to have both taps changed. The plumber was surprised that I didn’t have a flood in my bathroom.

As for the number not working, I rang Transact to see what the problem with the number (6207 1500) and they told me that there was an actual problem their end, so nothing to do with me or my Telstra landline phone. They are going to ring or email me back when it is fixed.

Again thank you to all the helpful people and I hope you all have a nice day.

JC 8:58 am 07 Jan 14

IrishPete said :

There is no “quite clearly” except in your mind. There remain multiple possible explanations for the problem.

As for what else ACT Housing could have done? They could ensure their service works. When I arrange a call forward, I check it – I test it. Every time I arrange it, I test it, even if that is every night when I am on call or on night shift for a service. Yes really, it is called professionalism. People should try it some time – it is for satisfying.

IP

Umm, as the OP pointed out the service worked from a mobile but not from their landline. That means two things, that the ACT housing end WAS working and that the fault lies somewhere between their handset and Transact who provide the ACT government phone service and 2, that any call forward (if set) was also working.

As for testing it do you expect ACT housing to go to EVERY exchange in town and ring just to see that it is working? Because that is what would be required, and even then you may well find that someone is using a 3rd party carrier (like Optus over Telstra) or even a VoIP cairrer, how do you propose you test for them?

What should have happened is when the OP was getting silence when ringing they contact their carrier (which they did) and THEIR carrier does some fault finding not fob them off. Ownership of the end number is irrelevant it is up to the carrier you pay money to to ensure that the call gets routed to the end destination.

There is nothing ACT Housing or ACT Government could have done to have helped in this case as the fault lies somewhere else and of course my bet is they wouldn’t have even been aware of the issue.

As for the multiple explanations of what could have gone wrong, please enlighten us. My “quite clearly” comment was based on 25 years working on phone systems and dealing with the likes of Telstra.

A fault such as this would more than likely be a break in the audio path from the OP’s exchange to the end exchange (Transact in this case). The fact it was silence says that the call was setting up correctly, call set-up between Telstra exchanges is separate to the audio path using SS7 signalling. If the call wasn’t set-up correctly the OP would have heard a tone for an unknown/incomplete number or congestion. Silence says they received neither and as far as the exchange was concerned the call was routed through.

On top of that ring tone (which is actually called ringback tone) on digital exchanges is generated from the destination exchange. As mentioned before Transact use some strange tone set on their exchange hence the tone sounds different when you call the ACT Government or other Transact users. The fact this was not heard again points to a break down in the audio path somewhere between the OP’s exchange and Transact. First POC should of course be your own carrier.

I wouldn’t mind betting if the OP has itemised local call billing records they will see they got charged for every call attempt, because I would say the far end was ringing and got answered. Answering will trigger a call connected message, which in turn will trigger call billing, even if the audio path is silent.

So really the boogie man here is the OP’s carrier for not fault finding a fault that was reported to them.

maxblues 8:34 am 07 Jan 14

If you have a problem with phone lines and taps, call ASIO and they will send some “plumbers” around.

Queen_of_the_Bun 7:21 am 07 Jan 14

IrishPete said :

The weaselly self-justification of the cruel trolls on here is really a sight to behold, worthy of Little Johnny Howard.

You are over-interpreting and likely mis-interpreting the OP’s post. Instead of jumping to conclusions, ask them. Do you really think they went next door at 0030 to ask their neighbour to try the number? A more reasonable interpretiation is that, still unable to get through in the morning, they checked with their neighbour.

It’s not trolling to question why the OP didn’t try to call the number from his/her mobile.

We are not all perfect people, able to empathise with what seems like a fairly trivial complaint.

That doesn’t make us trolls. I recall you were unfairly described as a troll late last year when you questioned an OP’s psychological diagnosis.

IrishPete 12:39 am 07 Jan 14

JC said :

IrishPete said :

Don’t be ridiculous. There is no such thing as a number you can call from a mobile but not a landline (at least not in this context). There was obviously a fault (or problem) with the line. The landlord provides a 24-hour contact number, it is reasonable toe expect it to work 24 hours. In fact it is probably part of the contract.

IP

Quite clearly there was a fault between the OP’s landline carrier and Transact, who provides the ACT government phone service. Different story however if the phone was ringing but not being answered.

That is hardly the fault of the government, and as the poster above said not unreasonable if the matter was SOOOOO urgent to call from a mobile if that was indeed working.

If you disagree please enlighten us as to what the OP should have done, or how ACT housing could have done anything different.

There is no “quite clearly” except in your mind. There remain multiple possible explanations for the problem.

As for what else ACT Housing could have done? They could ensure their service works. When I arrange a call forward, I check it – I test it. Every time I arrange it, I test it, even if that is every night when I am on call or on night shift for a service. Yes really, it is called professionalism. People should try it some time – it is for satisfying.

IP

IrishPete 12:33 am 07 Jan 14

The weaselly self-justification of the cruel trolls on here is really a sight to behold, worthy of Little Johnny Howard.

You are over-interpreting and likely mis-interpreting the OP’s post. Instead of jumping to conclusions, ask them. Do you really think they went next door at 0030 to ask their neighbour to try the number? A more reasonable interpretiation is that, still unable to get through in the morning, they checked with their neighbour.

JC 9:32 pm 06 Jan 14

IrishPete said :

Don’t be ridiculous. There is no such thing as a number you can call from a mobile but not a landline (at least not in this context). There was obviously a fault (or problem) with the line. The landlord provides a 24-hour contact number, it is reasonable toe expect it to work 24 hours. In fact it is probably part of the contract.

IP

Quite clearly there was a fault between the OP’s landline carrier and Transact, who provides the ACT government phone service. Different story however if the phone was ringing but not being answered.

That is hardly the fault of the government, and as the poster above said not unreasonable if the matter was SOOOOO urgent to call from a mobile if that was indeed working.

If you disagree please enlighten us as to what the OP should have done, or how ACT housing could have done anything different.

Related Articles

CBR Tweets

Sign up to our newsletter

Top
Copyright © 2018 Riot ACT Holdings Pty Ltd. All rights reserved.
the-riotact.com | aboutregional.com.au | b2bmagazine.com.au | thisiscanberra.com

Search across the site