Thursday, January 18, 2018

Vanlife: first night out in the van

Cattai campground on the banks of the Hawkesbury river is very quiet on a Wednesday night. Only a few other campers and just one visible from my location. There is lots of friendly wildlife including about 8 wallabies, a big lizard, some sort of snake and various birds.

I backed the van up in a spot looking over the water with some bush and trees on either side. Unfortunately not quite level but perfectly fine.

A simple half-wave dipole made from thin, multi-strand, figure eight speaker wire was strung up between two trees by throwing a line with a stick on the end over a branch at each end. It hung quite low but tuned up well. This a a very low noise location I guess because the sites are unpowered. (Although there is power to the amenities block). Listening to short wave was very pleasant.



For lunch a large fried sausage with some salad followed by an afternoon of reading, tuning around 40m, and quiet contemplation by the river.



Late afternoon I called CQ on 7.1MHz and quickly heard back from Rob, VK2MZ who was very strong. We gave each other feedback on audio quality and equalisation - he was experimenting with a speech processor for an FT-817 which worked fine except when he used a power amp. With just 5W he was still very strong. On my new FT-891 Rob found that position 2 on the Yaesu microphone sounds clearer - I've read that position 1 is better tuned to Japanese voices. Later, Peter, VK2FPGK joined the discussion when he heard us talking about software defined radio.

Dinner was fried sausages and salad again and I have no idea how I'm going to clean the frypan when camping.

After talking on ham radio for a while I noticed that the fridge had turned itself off to protect the batteries from over-discharge. It seems that the twin 12V batteries charged by the 100W solar panel do not have the capacity they used to and quickly discharge if the sun isn't on the panel. I farewelled my ham radio friends to hopefully keep enough power for the fridge over night.

It was a warm evening and three beers were consumed while watching the sun go down across the river. The only real negative about Cattai is that the river is used for water skiing, which seems to be a particularly pointless and annoying activity that I couldn't really characterise as a sport. At dusk they gave it up.

At about 8:30pm it was quite dark so I went to bed with the back door to the van open and slept under a sheet (with a doona nearby). My big fear was being tortured all night by biting insects and while I did hear two mosquitoes during the night I only noticed one bite on my palm by morning. After hearing the first insect I sprayed myself with Bushman brand repellant who supply the Australian Olympic team I see.

I parked a long way from the amenities block, hoping to avoid other campers who might object to my antenna. My plan was to pee into a plastic bottle and this worked well until first light when the bottle was getting a little full - the three beers were back in full.

Overall, I had a very good night's sleep. There were occasional plops and splashes from the river, a branch dropped loudly on the van roof at one point, but the other wildlife left me alone. Sleeping on an incline is a bit odd and next time I'll try to park a bit better.

Breakfast was three eggs and bacon plus hand ground coffee. Thanks to Peter C for the home grown eggs. Morning temperature had fallen to 12C but the doona was enough to keep me warm despite the back door being fully open.

Battery voltage did come back up after I stopped the ham radio and the Waeco fridge ticked along most of the night but when I woke at 5:30 I noticed that it had shut down. When the sun came up the fridge woke and showed that it was 8C so the milk will be fine.

I have a big list of things to get or fix before the next outing in the van but clearly the batteries need attention - they need to run the fridge as well as lighting and ham radio and currently the voltage drops very quickly. The solar charge controller I put in (to replace the very basic one that came with the van) has always displayed a blinking battery icon and I should have realised that the voltage has always been low even under ideal conditions.

The first night was very pleasant and I look forward to improving the setup and having many more nights on the road.

Tuesday, January 16, 2018

Running an SDR "spy server" for the Airspy HF+ on Raspberry Pi


One of the great features of the Airspy devices and the SDR# software is the ability to remote control a receiver that is running on a "spyserver". I thought I'd run it up on a Raspberry Pi here.

I followed the simple instructions for an ARM32 CPU but immediately got the dreaded “`GLIBCXX_3.4.21′ not found” error when I tried to run ./spyserver.

Unfortunately the source code to spyserver doesn't seem to be available and the binary has been built against a pre-release version of ARM Linux. The instructions to update to the required libraries are here and thankfully that worked for me (but takes some time to do all the updates).

I port forwarded 5555 to the outside and now I can connect remotely and use the receiver. The first user gets full control of frequency and others can listen nearby. I've got to say, connecting to and using a spyserver works really well. There's a small list of public servers here. I can recommend a very low noise location in NZ at sdr://rtlsdrblog.hopto.org.

It would be great if the protocol and spyserver reference code could be open sourced. You can also share an rtl-sdr device via this protocol as well.

Saturday, January 13, 2018

Dave, VK3ASE shows his amazing streaming radio station

This video is a mix of hilarious sendup of many YouTube stars and also a fascinating overview of Dave's streaming radio station.



More information about VK3ASE's exploits. The crossband recordings page even includes a bit of me from back in 1978.

Crossbands were a terrific way to have a multi-person conversation on amateur radio. One station would mix together several receivers and transmit the mix. Participants could have a pleasant full duplex conversation. Sometimes these got rather silly but often were most entertaining and a snapshot of the time.

Live streams are available here.

Friday, January 12, 2018

AirSpy HF+ review - a nice SDR receiver

When I read the glowing review of the new AirSpy HF+ on the RTL-SDR site on December 11 2017 I ordered one. Now, a month later, it's arrived. I have an SDRPlay and it's a terrific SDR receiver although the proprietary driver is a solid negative to me - basically because it means that third party software can't bundle the driver and it must be downloaded and installed manually - just a hassle.

The AirSpy HF+ is a very nice piece of hardware, heavy, quality metal construction that looks great. (Click to enlarge any picture).


Receiving 40m SSB.


I love SDR receivers for short wave listening, here's 9MHz (mostly Chinese stations). AM sounds great.


Compared to the SDRPlay, the extra dynamic range is obviously better. Here's the SDRPlay on medium wave:


Here's the AirSpy on medium wave:



I ran the receiver as a WSPR receiver on 20m today and one station, a VK7 was consistently -27dB with the SDRPlay and was just -13 on the AirSpy HF+ - a dramatic improvement in signal to noise ratio.

I'm still learning about this but so far my impression is really great. I was disappointed by how long it took from the time that it was possible to order to when it arrived but hopefully that was an initial glitch in manufacturing. The product seems excellent to me though.

Over the horizon radar

A wonderful thing about being able to see the whole band on a waterfall is that you can clearly see how those over the horizon radar systems abuse our spectrum. This is on for a minute at a time but blots a huge block of the 20m ham band.


Airspy HF+ on Linux problems

I'm having problems using the HF+ on Linux. I've tried Ubuntu and Fedora but so far airspy_info always says:

AIRSPY_ERROR_NOT_FOUND

I can see that when I plug the device in it is correctly identified:

Jan 15 07:14:51 stream kernel: [ 2149.736036] usb 1-2: new high-speed USB device number 6 using xhci_hcd
Jan 15 07:14:51 stream kernel: [ 2149.877049] usb 1-2: New USB device found, idVendor=03eb, idProduct=800c
Jan 15 07:14:51 stream kernel: [ 2149.877067] usb 1-2: New USB device strings: Mfr=1, Product=2, SerialNumber=3
Jan 15 07:14:51 stream kernel: [ 2149.877076] usb 1-2: Product: AIRSPY HF+
Jan 15 07:14:51 stream kernel: [ 2149.877086] usb 1-2: Manufacturer: www.airspy.com
Jan 15 07:14:51 stream kernel: [ 2149.877095] usb 1-2: SerialNumber: AIRSPYHF SN:DD5243AA904134AF
^C
marksp@stream:~$ airspy_info
airspy_lib_version: 1.0.9
airspy_open() board 1 failed: AIRSPY_ERROR_NOT_FOUND (-5)

The troubleshooting guide isn't helping me.

I have manually added the udev rule (Note that this is wrong for the hf+ I now know):

marksp@stream:~$ cat /etc/udev/
hwdb.d/    rules.d/   udev.conf  
marksp@stream:~$ cat /etc/udev/rules.d/52-airspy.rules 
ATTR{idVendor}=="1d50", ATTR{idProduct}=="60a1", SYMLINK+="airspy-%k", MODE="660", GROUP="plugdev"

Just found out about udevadm:

sudo udevadm monitor -e
# Then plug in the device

UDEV  [195.512324] add      /devices/pci0000:00/0000:00:14.0/usb1/1-2 (usb)
ACTION=add
BUSNUM=001
DEVNAME=/dev/bus/usb/001/005
DEVNUM=005
DEVPATH=/devices/pci0000:00/0000:00:14.0/usb1/1-2
DEVTYPE=usb_device
DRIVER=usb
ID_BUS=usb
ID_MODEL=AIRSPY_HF+
ID_MODEL_ENC=AIRSPY\x20HF+
ID_MODEL_ID=800c
ID_REVISION=0100
ID_SERIAL=www.airspy.com_AIRSPY_HF+_AIRSPYHF_SN:DD5243AA904134AF
ID_SERIAL_SHORT=AIRSPYHF_SN:DD5243AA904134AF
ID_USB_INTERFACES=:ffffff:
ID_VENDOR=www.airspy.com
ID_VENDOR_ENC=www.airspy.com
ID_VENDOR_FROM_DATABASE=Atmel Corp.
ID_VENDOR_ID=03eb
MAJOR=189
MINOR=4
PRODUCT=3eb/800c/100
SEQNUM=2748
SUBSYSTEM=usb
TYPE=0/0/0
USEC_INITIALIZED=195510809

UDEV  [195.515692] add      /devices/pci0000:00/0000:00:14.0/usb1/1-2/1-2:1.0 (usb)
.MM_USBIFNUM=00
ACTION=add
DEVPATH=/devices/pci0000:00/0000:00:14.0/usb1/1-2/1-2:1.0
DEVTYPE=usb_interface
ID_VENDOR_FROM_DATABASE=Atmel Corp.
INTERFACE=255/255/255
MODALIAS=usb:v03EBp800Cd0100dc00dsc00dp00icFFiscFFipFFin00
PRODUCT=3eb/800c/100
SEQNUM=2749
SUBSYSTEM=usb
TYPE=0/0/0
USEC_INITIALIZED=195513980

The vendor id and product id are different. (I now realise that the airspyhf is quite different).

I've now found the correct udev rule here. Now when I plug in I see the device entry in /dev/

marksp@stream:~$ ls /dev/air*
/dev/airspyhf-1-2

airspy_info still can't find the device though.

Note that the library for Airspy HF+ is at https://github.com/airspy/airspyhf I've built that but the utilities such as airspy_info are still here https://github.com/airspy/airspyone_host but haven't been updated for 9 months. Do the userland tools automatically pick up the new device? It's rather confusing to me.

Success! GQRX now receiving AirspyHF+ on Ubuntu Linux

Turns out that the utils, such as airspy_info, are not needed for a build of GQRX to be able to see the airspyhf.

Got the latest gqrx 2.9 from here. I've also built gr-osmosdr from source.

Now when I start gqrx from the command line I see the following receivers supported:

built-in source types: file osmosdr fcd rtl rtl_tcp plutosdr miri hackrf bladerf rfspace airspy airspyhf soapy redpitaya

And in the configuration dialog I now see the airspyhf:


And it receives.


I'm using Gqrx 2.9 on Ubuntu 17.10. For some reason I haven't got it working on Lubuntu at the moment.

Thursday, January 11, 2018

Vanlife: Needed some repairs

I paid AU$8k for the van. It's a 2000 Toyota Hiace that came with lots of useful things for camping including solar power, water, gas and comfy bed.

To my untrained eye it seemed to drive well but it did seem a little noisy. Other things I noticed were that the coolant light comes on for a while when first starting, the left headlight didn't work and the interior light is out.

Before heading off on a significant trip I took it to my local car servicing place and asked them to give it a good look over...

It turns out that the differential was on the way out and needed to be replaced. The rear bearings were also bad. I decided to go with four new tyres. All up, I've now spent almost AU$3k on an $8k purchase. The mechanic commented that other than these issues it seems in excellent condition considering its age and I'd rather spend the money now than find myself broken down somewhere remote.

The mechanic joked that it will be so quiet now I'll be able to sleep while I drive!

Slightly in shock at this expense but happy to be in #vanlife.

Update: More repairs

On the way home I noticed that the break pedal was very squishy and went almost to the floor. Thought it might just be some air after the fluid change but it was still bad in the morning so I went back. Another day in the repair shop and a new break master cylinder. They think that draining the break fluid triggered a leak. Anyway, another $500.

Wednesday, January 10, 2018

Is the cheapest smartphone usable? ZTE Blade L111 Review

 I recently reviewed a premium Android phone but I've wondered about the extremely cheap phones you see. This week, a Coles supermarket flyer offered a smart phone for AU$29 and I thought I'd check it out.

The phone is actually a ZTE Blade L111 that has been customised by, and locked to the Telstra network. It comes with a $10 prepaid SIM. They can't be making any money on these things.

The device looks quite good and after using larger phones it's a delight to hold something with a 4 inch screen. Very pocketable.

The unboxing experience is nothing like the high end phones but all the bits are there even including a bag to post your old phone in for recycling.



Battery and SIM installed.


Initial boot.



Initial set up and activation is a little bumpy. There's lots to update on the phone and for me the updates often failed and had to be retried. There were some alarming error messages about Google Play but in the end (after about an hour) all was up and running.


Due to the small storage space I chose to set up fresh and not attempt restore from a backup of another device.

Telstra's activation took only about ten minutes and initial test calls sounded quite good.

So far this seems like a decent cheap phone for beach or camping.

The bundled $10 ran out within a few hours, not sure why, perhaps it inadvertently used data during some of the initial updates even though I was connected to Wifi. The battery does not seem like it will make it through a day of my normal use. The display is difficult to read in bright daylight.

Out of space!

The built in camera is passable, here's a sample shot. If there is strong back light is suffers from lens flare rather badly.


I've taken only a few shots, perhaps 5, and now am seeing errors updating apps due to the small (4Gb) of available storage. There's not much that can be deleted, ironically this is one that it suggested.


Thursday, January 04, 2018

Vanlife begins - a new toy, a Toyota Hiace LWB van to camp in

Very excited with my purchase of a rather beaten up 2000 Toyota Hiace LWB van with some basic camper van facilities built in.

The back is rather filled with a full size double bed mattress but underneath there is lots of storage space.

It came with a 100W solar panel on the roof and two batteries making up 200Ahr. There is pretty nice LED light bars and oddly little twinkly lights that I'll probably remove.

Already I've made a few improvements to the electrical system by upgrading the charge controller to one with a digital readout of battery voltage and larger capacity. Before:


After:


I plan to run more 12V equipment, obviously ham radio gear, so I've added a distribution board:



The van drives well (I drove it back from Wollongong to Sydney this morning) and the most amazing discovery is that the radio has shortwave!



Surely it was meant for someone like me. Table for outdoor cooking and battery box.


The mattress rather fills the space:


Lots of storage underneath. Here's the drinking water (with pump) and gas.


Battery box has been done pretty well although I fear dropping a spanner in there.


Looking pretty comfortable now.


Wednesday, January 03, 2018

Podcast recording with distributed guests

In the past, when recording a podcast where the guests are in different locations, I've used Skype and a utility that lets each guest record their audio locally. While you can just have the host record the whole Skype call, network issues can reduce the quality of the remote guests. Since Microsoft purchased Skype they've messed with it and prevented the old recorder software from working.

Recently I had the pleasure of being a guest on the Vertical Hold tech podcast with prolific tech journalists Adam Turner and Alex Kidman. The show was a kind of wrap of 2017 and look ahead to 2018, you can hear it here or subscribe wherever good podcasts are offered.

I mention this because we recorded the podcast using a web site called Zencastr. Each party joins the conference using just their web browser (Chrome is recommended) and it works like a group call. The real magic is that each person's audio is recorded locally in the browser and uploaded to the server in full quality as you go. You wouldn't know this was going on except that at the end of the recording we had to keep the browser window open for a little while for the upload to complete.

The upshot is that the podcast sounds very good. At my end I'm using a Rode USB mic which I think sounds excellent. I did have one problem at the start, I had a Chrome extension installed that prevents HTML5 video from auto-playing and this prevented me hearing the others until I disabled it.

Zencastr has a straight forward interface, you see a list of people in the call and interestingly the type of microphone they have selected - I imagine this is useful to make sure people aren't using the built-in laptop mic by mistake. There's a "hand" button where you can raise your hand so the host can throw to you. They have reasonable pricing and a free tier with up to two guests and 8 hours recording a month.

Thanks again to Adam and Alex.


Thursday, December 28, 2017

Benjie S5 music player (and language setting)

I noticed recently that Sony is pitching their music players by arguing that it's annoying to listen to music on a phone that's constantly distracting you with messages. There's something in that and I recently purchased a single purpose AU$52 Benjie S5 music player from Banggood.

"BENJIE S5 Metal HiFi Lossless 8GB OLED Touch Screen Mini MP3 Music Player with FM Support APE/FLAC/WAV" is how they describe it.


For anyone else interested in these I thought I'd share a few observations that might help.

Switching to English

My unit arrived in Chinese language mode. To change it press the “back” icon (bottom left) until you’re at the top level menu which has square icons in the middle. Roll through the top menu items until you see one with a torso of a person in a square.





Press the round physical button at the bottom to enter settings then go down until you see “Language” (happily in English). Scroll down the large list of languages until you see English and press the round button to select it.

Controls

The device is a little slow to respond to button touches or presses so tap and wait a bit before trying again.

On the left side are the volume up and down physical buttons. Mine arrives set at full volume, which is quite loud. Below is a micro SD socket. The card goes in with the front of the card facing the back. I found it a little hard to get it to lock inside the socket but it did after a few attempts.



On the right side is a hold switch that suppresses all buttons when in the up position. Power button tap turns off the screen, long press to power off (it counts to 3). Long press the power to turn the unit on again. The small hole on the lower right side is to reset the CPU if required.



On the bottom is the 3.5mm headphone socket and micro USB socket for charging and file transfer.

Front panel touch area has up, down, left and right. Below is back and menu.

The round physical button on the front is play / pause and is also used for selecting items in menus.


Transferring music

Plugging the USB into a computer shows a menu on the device defaulting to “charge and transfer” or just “charge and play”. If you let it default of choose the first option the device mounts on your computer as a USB storage drive. If you have a micro SD card plugged in it also mounts. When I ejected one, the other was unceremoniously ejected as well.

After adding files either by USB copy or via micro SD card the unit offers to index the files and creates a database of Songs, Artists & Albums. I simply dragged a large collection of music folders from my iTunes library over and so far everything seems to play.

Navigating music

I am using a 32GB micro SD card for music. When you go into the Music menu the first time after inserting a card the first items show you the music stored on the device, to get to your card scroll down and go into “Cardfolder”. It will ask to “create list”, say Yes. It takes a while but when done lets you navigate by Song, Artist or Album from the top of the menu.

Note that the device comes with three tracks with Chinese names that sort to the top.

FM Radio

In the RM Radio menu, press the menu button (bottom right) and get it to auto-tune.

Audio recording

They say it does this. I haven't tried it.

Comments

Build quality is good, the unit has a very solid metal frame and presumably could be tethered to a bag by the metal slot at the top. The OLED screen is clear but a little short for many artist and track names. The touch buttons work well but do respond slowly.

Sound seems crisp and clear to me. The supplied in ear headphones are not as bad as expected and it drives my Sony MDR-7506 phones very well. Bass is more pleasing when using Sennheiser HD 212Pros. There is various equalisation settings available but I prefer to run without.



With 3,600 tracks on board it's time consuming to get around, there's no search. Takes me back to the players that were around pre-iPod. It's a pity that the touch controls on the front don't have some sort of scroll bar capability.

Weirdly, mine arrived with an international to Australian mains power plug adapter. No need for this as it charges from USB (came with a cable) and no mains power pack.

Wednesday, December 27, 2017

Decoding WSPR from an SDR on Windows

Really a note to future me. I'm using an SDRPlay with the excellent SDRuno software on Windows. (Why isn't there comparable software available on Linux?). The trick to getting the audio out of one piece of software and in to another is to use a Virtual Audio Cable (VAC). I paid money for one some years back but it's not as good as VB-Audio Virtual Cable from the excellent folks at VB-Audio.

The deal is that you get one virtual audio device for free and can pay money for additional devices.

Here's how the output is set in the program that produces the audio we want to decode:


Here's how the audio input is set in WSJT-X:


Note that although I've set an output it's not used with a receive-only SDR.

And here's the full configuration with WSJT-X decoding WSPR on 20m. (Click any images here to enlarge).


Third party Windows time synchronization software no longer needed.

I don't know when this changed but it used to be that to decode WSPR on any version of Windows you needed to install third party software to sync the clock well enough. This appears to no longer be the case at least for me running Windows 10 Pro, Version 1709.

Tuesday, December 26, 2017

Useful directory of short wave broadcasters "hfcc"

Just stumbled across hfcc.org while hunting for DRM stations. It seems like quite a good database of what's on shortwave right now.


Xmas movie, Die Hard, an archetypal analysis

Prompted by a mention of “Die Hard” as a classic Christmas movie, we watched it again on Christmas night. The 1988 action movie it holds up really well and I recognise many of the action sequences that have been replicated in later movies. Jumping off a ledge held by a fire hose turns up in both The Matrix and again in Atomic Blond.

Action hero John McClane is troubled by his poor relationship with his wife due to the fact that she’s pursued a successful career as an executive on the West coast, while John works as a New York police officer with some issues with authority.

Our hero fights multiple “terrorists” led by unemotional Hans Gruber while running up and down in the building. John is progressively broken down through this battle, leading up to a scene where is is pulling glass from his bare feet while talking on a walkie talkie to a friendly local police officer who he asks to pass on is, previously unexpressed, love for his wife.

The building represents McClane’s mind. After the initial attack he goes up a few floors to think about how he should handle the emergency. He even carries out a dialog with himself, as might a consciousness, trying to rationalise the situation.

The various terrorists are archetypes in his mind. They speak another language, and are therefore not clearly understood by John, who must fight them. The leader is Hans Gruber, an unemotional, super rational, archetype who in a penultimate scene continues to hold on to McClane’s wife until he falls to his death. He holds her by the “hands” (Hans).

The terrorists are not really terrorists, they are simply sophisticated robbers, driven by money, and I think in defeating them John has overcome his focus on what financial success he or his wife has achieved and finally been able to express his emotions.

The building, as indeed any skyscraper, might also represent McClane’s penis and the additional clue of two FBI agents both called Johnson (a common penis nickname) is a rather curious joke but suggests that someone is thinking along these lines. McClane’s marital estrangement might have been triggered by impotence due to his inner turmoil over his wife’s financial success exceeding his own.

McClane is often seen running up and down floors in the building. The top is presumably consciousness which is linked to the outside world where, in theory, helicopters and rescue him and the hostages.

The tables are turned in John’s favour when he drops explosives down a lift shaft and blows up deep in the unconscious.

There is inner turmoil in our hero’s mind but attempts at external help, perhaps from therapists, are ham fisted and either turned away or just make matters worse as they refuse to take John’s calls for help seriously. The only person to get through to him is the local, west coast, cop who takes him seriously and does little except be there for him. There are references to “typical California” where things are a bit hipper than they are in the east and perhaps finding this sole mate is John’s bridge to defeating his inner demons.

It’s possible that the whole story is actually a dream experienced during the flight back to the family where McClane’s unconscious is trying to help him to heal his trauma and get back with his family.

Tuesday, December 19, 2017

Multi-band uBitx arrived and boxed

The brand new uBitx from HFSignals is sure to be a major success. Following on from the terrific Bitx single band transceivers, this new design covers multiple bands from 3-30MHz and offers 10W output.

For US$109 you get a fully built and tested board and the sockets and controls. There are plug-able connectors so when you wire it up the board can be removed if required.

I managed to fit mine in a standard 184 x 70 x 160mm case from Jaycar catalog number HB5446. It's a bit of a tight fit but works well. The regulator on the display/CPU board needed to be bent a bit but all works nicely.

Here's how it arrives in the postal box.


Twin IRF510 finals.




Tuning around 40m shows that it receives down to band noise as well as a commercial rig. Transmit audio sounds pretty good but I'll get some more comments after some contacts hopefully later today.

I'm getting only about 4W out on peaks but that might be due to low audio from the microphone I'm using.

The accelerating tuning action works really well and it's great to have a proper rotational encoder rather than the pot scheme that was used on the BitX.


Tonight I was able to participate in the ARNSW home brew group net using the uBitx. Here's a clip.




This radio is clearly great for modification and the Bitx hacks site is the place to share ideas.

Update

I've been struggling a bit with low RF output on SSB due to low mic audio. It seems that the supplied electret mic has excellent output even compared to other identical looking ones. In the end I swapped out the insert in a hand mic for the supplied one. The hand mic didn't have a hole for me to talk through so a drill has been used to help audio in that was as well.

It's paid off and I've just had a VK2 to VK7 contact with VK7DIK who reported me as readable 5 but not strong.

Sunday, December 03, 2017

It should be easier to report internet outages

Since switching to the NBN via Telstra I've had a good experience in terms of speed. So far I've noticed two outages. (Presumably there may have been other outages that I didn't notice).

Yesterday our connection went down. I checked the cable modem and the lights were flashing. I rebooted the modem and it continued to flash. I visited Telstra's new outage site and at the time it said there was no known outage in my area even though my connection had been down for at least an hour.

My neighbours on both sides had also lost their internet connection.

The annoying thing is that the outage site has no link to let us report an outage. The only way to do this is to go to the troubleshooting page and then start a "24x7 chat" session.

I can understand that it must be frustrating for Telstra to deal with customers who's problem is in their own home network but many of us are equipped to diagnose problems but we must go through this time consuming process.

Info: Thank you for choosing Telstra 24x7 Live Chat. A representative will be with you shortly. At the conclusion of your chat please take a few moments to give us some feedback on your experience today.
Info: You are now chatting with Shah.
Peter: telstra cable NBN internet down at XXX, Killarney Heights. Neighbours on both sides also down.
Shah: 
Hi, you are chatting with Shah. How may I help you?

Peter: Have restarted modem. Light still flashing.
Peter: outage.telstra.com says no known outage.
Peter: what's the best way to report an outage?
Shah: 
Sorry for the inconvenience caused to you. Don’t worry I will be more than glad to assist you with the fault today. 

Shah: 
For NBN? 

Peter: yes
Shah: 
I will now need to transfer our chat to our specialist team who can help resolve your issue

Peter: telstra cable NBN internet down at XXX, Killarney Heights. Neighbours on both sides also down.
Info: Please wait while your chat is transferred to the appropriate group.
Info: All agents are currently assisting others. Thank you for your patience.
Info: All agents are currently assisting others. Thank you for your patience.
Info: You are now chatting with Aijaz.
Peter: telstra cable NBN internet down at XXX, Killarney Heights. Neighbours on both sides also down.
Peter: what is the best way to report this?
Aijaz: 
Hi, you are chatting with Aijaz, I am checking with the previous conversations.

Peter: telstra cable NBN internet down at XXX Killarney Heights. Neighbours on both sides also down.
Aijaz: 
Yes, Peter I am checking with that and forward the issue to the specialist team on high priority.

Aijaz: 
My apologies for the inconvenience caused.

Aijaz: 
Before we proceed, I will have to authenticate your account for security purposes. Could you please help with your full name, date of birth and home phone number with the area code?

Peter: I thought you were the specialist
Peter: why do you need all that?
Aijaz: 
I am from the technical team. I will forward to the specialist team. Because to raise a complaint and forward it. 

Peter: don't worry, I'll report it on twitter. Thanks for your time. Have a nice day.
Aijaz: 
Thank you for choosing Telstra. Have a good day.

Peter: ha!

I guess these operators are handling multiple simultaneous conversations at the same time. Given that I've come via the customer web site (using mobile data) it seems bizarre that I need to prove my identity "for security purposes". Next I went to twitter, which seems to be the best way to interact with many organisations.

On Twitter I asked why the outages site doesn't have a button for reporting outages. They replied:


I also asked why they don't monitor the network so they know when there are outages without customers having to fight their way through to report them. Cas said they do monitor some things.

By now, outages now showed an outage at my address but I find this process very user hostile and if Telstra ever gives statistics on the low numbers of outage reports I would treat these numbers with scepticism.