Go card service disruptions

[ozbob]

http://www.translink.com.au/travel-information/service-updates/bulletin/1294357424

go card fare machines unavailable

Some go card fare machines at bus stations and busways across Brisbane are currently unavailable due to a software issue.

Passengers wishing to top up their go card can still do so at selected retailers.

We are working to fix the problem as quickly as possible and apologise for any inconvenience.

Machines affected are located at:


   * Eight Mile Plains
   * Springwood
   * Loganholme
   * Greenslopes
   * Holland Park
   * PA Hospital
   * Boggo Road
   * Normanby
   * Royal Children's Hospital
   * Cannon Hill
   * Toombul
   * Aspley
   * Brookside
   * Bribie Island
   * UQ Chancellor
   * Carindale and
   * Roma Street.

=============

Later ed:

Twitter

TransLinkSEQ
 
go card fare machines services have returned to normal.
about 6 hours ago via Mobile Web

[ozbob]

No power at Goodna, pax being touched on and off via staff with mobile readers.

[ozbob]

http://www.translink.com.au/news-and-updates/go-card-readers-at-train-stations-operating-slowly

go card readers at train stations operating slowly

Stand-alone go card readers at some train stations that were switched off during the free fares period are currently operating slowly.

TransLink apologises for problems experienced with go card machines. Our technicians are working to fix the problem.

Customers may receive an error messages such as "seek assistance" a few times before working correctly.

Customers charged with a fixed fare will be fully refunded.

[ozbob]

http://www.translink.com.au/news-and-updates/go-card-readers-at-train-stations-operating-slowly

go card readers at train stations operating slowly

Stand-alone go card readers at some train stations that were switched off during the free fares period are currently operating slowly.

TransLink apologises for problems experienced with go card machines. Our technicians are working to fix the problem.

Customers may receive an error messages such as "seek assistance" a few times before working correctly.

Customers charged with a fixed fare will be fully refunded.

======================

Twitter

TransLinkSEQ
 
Train station go card readers operating slowly.Customers charged a fixed fare will be automatically fully refunded - http://twurl.nl/xrac2z
11 minutes ago via web

[ozbob]

http://www.translink.com.au/news-and-updates/go-card-readers-at-train-stations-operating-slowly

go card readers at train stations operating slowly

Stand-alone go card readers at some train stations that were switched off during the free fares period are currently operating slowly.

TransLink apologises for problems experienced with go card machines. Our technicians are working to fix the problem.

Customers may receive an error messages such as "seek assistance" a few times before working correctly.

Customers incorrectly charged with a fixed fare will be automatically refunded.

-----------

Slight change ..

[STB]

Definately noticed the lag in the touch being recorded, and then throwing errors at me.  They had TL staff helping passengers with doing the touch at the major stations when I headed out today.  TOs were also in attendance helping.

[ozbob]

From the Brisbanetimes click here!

Go Card glitch follows fare free-for-all

Go Card glitch follows fare free-for-all
January 25, 2011 - 7:35PM

Go Card readers at southeast Queensland train stations have been malfunctioning, following a week of free public transport in which machines were switched off.

Translink has warned of the problems with the smartcard system, just days after fares were reinstated and all paper tickets except single journey passes were scrapped.

"Stand-alone Go Card readers at some train stations that were switched off during the free fares period are currently operating slowly," the public transport authority says in a statement on its website.

"Translink apologises for problems experienced with Go Card machines. Our technicians are working to fix the problem.

"Customers may receive an error messages such as 'seek assistance' a few times before working correctly.

"Customers incorrectly charged with a fixed fare will be automatically refunded."

Fares came back into effect on Saturday, after the state government offered eight days of free public transport as a temporary measure to help flood victims recover and reduce traffic congestion.

A previously planned 15 per cent fare hike has also now kicked in, with the cost of a two-zone journey on the Go Card rising from $2.70 to $3.11.

Robert Dow, from commuter lobby group Rail Back on Track, said he had heard reports of problems on the Cleveland, Ferny Grove, Sunshine Coast and Ipswich lines.

"We started to get some feedback from members yesterday," he said.

"It's intermittent – it doesn't always happen – but in many cases people are forced to touch [the card reader] four or five times."

Mr Dow applauded Translink for offering to automatically refund fixed fares – the penalty usually imposed on people for incorrect Go Card use – and having staff out and about on the network.

But he said it was disappointing that people who had to ditch multi-saver paper tickets in favour of Go Cards were now experiencing problems with the smartcard readers.

"We are now in a Go Card ticketing environment so when they have problems like this it has a major impact," he said.

"We've got a lot of new [Go Card] users around this week and it's not a good introduction."

[ozbob]

Notice still up on the TL Website  --> http://www.translink.com.au/news-and-updates/go-card-readers-at-train-stations-operating-slowly

Assume still not resolved.

go card readers at train stations operating slowly

Stand-alone go card readers at some train stations that were switched off during the free fares period are currently operating slowly.

TransLink apologises for problems experienced with go card machines. Our technicians are working to fix the problem.

Customers may receive an error messages such as "seek assistance" a few times before working correctly.

Customers incorrectly charged with a fixed fare will be automatically refunded.

[ozbob]

Now resolved ..

Twitter

TransLink SEQ TransLinkSEQ
 
Train station go card readers operating as normal. Customers charged fixed fare will be automatically fully refunded.
14 minutes ago via TransLink SEQ

[Derwan]

Yep. Touch was instant this morning.

[Fares_Fair]

Can concur, touching worked ok today at Palmwoods and Central.

As a new user of the card, I was told (by an experienced card user) that it is best to not actually touch the reader but to hold it about a finger width (1-1.5cm) above the reader.
Is this true ?
Are we not supposed to actually 'touch' the reader.
Does it even matter ?

Regards,
Fares_Fair.

[shiftyphil]

As a new user of the card, I was told (by an experienced card user) that it is best to not actually touch the reader but to hold it about a finger width (1-1.5cm) above the reader.
Is this true ?
Are we not supposed to actually 'touch' the reader.
Does it even matter ?

Only problem with touching the reader would be if you actually caused physical damage to the card by bending it.

(I'm sure one of the early ads for the Go Card showed it being bent when was used. Not a great example to follow.)

[mufreight]

Isn't it great just how quickly Translink and Cubic can fix a fault if it is costing them revenue, but if it is a case of Translink having to correct a problem that is to the cost of or the disadvantage of the commuters we are treated to a three ring circus of delay, obfuscation and spin.

[ozbob]

From the Brisbanetimes click here!

Touch down: Go Card glitch fixed

Touch down: Go Card glitch fixed
Daniel Hurst
January 27, 2011 - 11:05AM

Problems with Go Card readers across the railway network have been fixed, according to TransLink, but commuters may have to wait until next week for fare glitches to be reversed.

In a statement issued this morning, TransLink said standalone smartcard readers at train stations were now operating normally.

The public transport authority has promised to refund fixed fares – the penalty for incorrect Go Card use – wrongly incurred by frustrated commuters in the last few days.

Earlier this week, TransLink warned commuters some Go Card readers at train stations were operating slower than usual.

Numerous commuters reported having to touch their smartcards against the machines multiple times to get them to register. In some cases, error messages told users to seek assistance.

People who did not manage to get the start or end of their journeys to register are likely to find a $5 fixed fare penalty charged to their accounts for incorrect use of the smartcard system.

TransLink today apologised for the problems.

"Customers incorrectly charged with a fixed fare during this period will be automatically refunded," the statement said.

"Automatic refunds may take up to five business days to process."

Further comment has been sought about the cause of the glitches.

However, TransLink on Tuesday said the Go Card readers with problems had been switched off during the eight-day free fares period that ended on Saturday.

Reports of problems came several days after fares were reinstated and all paper tickets except single journey passes were scrapped.

Fares came back into effect after the state government offered the free public transport as a temporary measure to help flood victims recover and reduce traffic congestion.

A previously planned 15 per cent fare hike has also now kicked in, with the cost of a two-zone journey on the Go Card rising from $2.70 to $3.11.

Robert Dow, from commuter lobby group Rail Back on Track, said on Tuesday he had heard reports of problems on the Cleveland, Ferny Grove, Sunshine Coast and Ipswich lines.

Mr Dow applauded TransLink for offering to automatically refund fixed fares – the penalty usually imposed on people for incorrect Go Card use – and having staff out and about on the network.

But he said a lot of people were trying out Go Cards for the first time this week and it was "not a good introduction".

"We are now in a Go Card ticketing environment so when they have problems like this it has a major impact," he said.

[Golliwog]

I have noticed longer queues at the station now coming home in the afternoon, for the first day I put it down to the reader glitch, but it seems that theres now a lot of people who are only jsut starting out using the card and aren't so sure of the system.

[Fares_Fair]

Can concur, have seen long queues at Landsborough Station as the single reader at the exit cannot cope with the (enforced) demand.
Unfortunately, I have previously stated that this would be an issue - now it is.
Inadequate infrastructure seems to be the maxim of this State Government. 

Regards,
Fares_Fair.

[STB]

Got a free ride this afternoon at around 3pm, where the Go Gates at South Brisbane were down.  Cubic were in attendance.

[ozbob]

http://www.translink.com.au/travel-information/service-updates/bulletin/1297914336

EFTPOS facilities unavailable on go card machines

EFTPOS facilities on go card fare machines are currently unavailable across the network.

Passengers wishing to top up their go card can still do this at selected retailers.

TransLink is working with Telstra to fix the problem as quickly as possible and apologises for any inconvenience.

[ozbob]

http://www.translink.com.au/travel-information/service-updates/bulletin/1298243306

Facilities unavailable on go card machines

EFTPOS facilities on go card fare machines are currently unavailable across the network.

Passengers wishing to top up their go card can still do this at selected retailers.

Due to power outages go card machines at the following stations are currently unavailable,

    * Goodna
    * Gailes
    * Riverview
    * Eagle Junction
    * Landsborough

TransLink apologises for any inconvenience.

[Fares_Fair]

I attempted to top up my go card at the station this morning with $200 (lasts a week and a half)
and "all comms were down" was the result on the receipt, it was network wide I was told.
Fortunately, I had enough to get into the CBD with just $2 to spare.

What is the go (pun intended) if this occurs and I have no money left on the card - do I travel for free ?

Of course my woes were further compounded by the late arrival to work for the second day in a row, 20 minutes late yesterday, and again today - all for an extra 15% p.a. in fares.

When is that protest being held ?


Regards,
Fares_Fair.

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1308266542

Ormeau, Woodridge, Kuraby & Bethania outages

Customers may be unable to purchase tickets, or top up their go cards, from the ticket office or the fare machines at Ormeau, Woodridge, Kuraby and Bethania stations due to a communications outage.

Customers may also experience problems with touching on and/or off at the go card readers.
go card customers

Customers starting your journey at these stations may not be able to touch on, and should not touch off at your destination station.

You are entitled to free travel for that leg of your journey.

Customers finishing their journey at these stations may not be unable to touch off. If transferring to another TransLink bus, train or ferry service, please touch on and off as normal on those legs of your journey.

Please touch on at the beginning of your next journey, and request a fare adjustment online or by calling us on 13 12 30.
Paper ticket customers

Customers starting their journey at Ormeau, Woodridge, Kuraby and Bethania stations and who don't have a go card and usually travel with a paper ticket should buy a ticket at your destination station.

If you are unable to buy a ticket at your destination station, you are entitled to travel free of charge for this leg of your journey.

We apologise for any inconvenience.

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1308266272

Kingston and Buranda station power outage

Customers are currently unable to purchase tickets, or top up their go cards, from the ticket office or the fare machines at Kingston and Buranda stations due to a power outage.

Customers may also experience problems with touching on and/or off at the go card readers.
go card customers

Customers starting your journey at Kingston or Buranda station will not be able to touch on, and should not touch off at your destination station.

You are entitled to free travel for that leg of your journey.

Customers finishing their journey at Kingston or Buranda station will be unable to touch off. If transferring to another TransLink bus, train or ferry service, please touch on and off as normal on those legs of your journey.

Please touch on at the beginning of your journey, and request a fare adjustment online or by calling us on 13 12 30.
Paper ticket customers

Customers starting their journey at Kingston and Buranda stations and who don't have a go card and usually travel with a paper ticket should buy a ticket at your destination station.

If you are unable to buy a ticket at your destination station, you are entitled to travel free of charge for this leg of your journey.

We apologise for any inconvenience.

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1311134354

Banyo station fare machine outage

The fare machine on the outbound platform at Banyo station will be out of service until further notice due to vandalism.

[Gazza]

just boarded at Oxley, all readers were off, with blank screens.

[Fares_Fair]

just boarded at Oxley, all readers were off, with blank screens.

Free trip for you ?

Regards,
Fares_Fair.

[Mozz]

Was riding my bike past the Oxley station at aroun 6.30AM this morning and heard the station announcement that due to a "power failure" last night all the readers were not functioning and that commuters should not touch off at their destination but to advise QR staff at their destination that they came from Oxley and would be let through any barrier gates.

[Fares_Fair]

Was riding my bike past the Oxley station at aroun 6.30AM this morning and heard the station announcement that due to a "power failure" last night all the readers were not functioning and that commuters should not touch off at their destination but to advise QR staff at their destination that they came from Oxley and would be let through any barrier gates.

now you tell me .... 

Regards,
Fares_Fair.

[ozbob]

Was riding my bike past the Oxley station at aroun 6.30AM this morning and heard the station announcement that due to a "power failure" last night all the readers were not functioning and that commuters should not touch off at their destination but to advise QR staff at their destination that they came from Oxley and would be let through any barrier gates.

Yes, that is the policy.  Users travel for that trip free ...

[Gazza]

I was let out at Roma St no issuses

[ozbob]

I was let out at Roma St no issuses

[ozbob]

Report on 612 ABC Brisbane radio ' Go card issues at Roma St ' ...  anyone know more please?

[p858snake]

just saw this on twitter (from someone I follow):
"Sweet! Go card machines are down so it's a free journey! (@ Wynnum Railway Station) http://4sq.com/qxP8zH"

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1322539525

Power problems: Mater Hill Busway Station

The electricity is off at Mater Hill Busway Station due to an Energex fault in the area. Buses are operating as normal but customers will not be able to purchase tickets from the machines located at the station.

Electricity has been restored at Cultural Centre Busway Station.

[Matt]

Do you still get charged a bit extra if you don't break the journey on the Airtrain, say from Beenleigh to the AP.
I seem to get kicked off the GoCard site after what seems like a short period, does it do that if you are idle on the site for a while.
Thanks,
Matt

[Derwan]

A co-worker reports that Banyo readers were out of action this morning.  She got a free train ride into the city.

[Derwan]

Announcement at Central this afternoon. Fare gates aren't working at Toowong. Customers told not to touch on at Central if they're heading to Toowong.

[ozbob]

Announcement at Central this afternoon. Fare gates aren't working at Toowong. Customers told not to touch on at Central if they're heading to Toowong.

Thanks Derwan, for the heads up.

Rather crazy stuff though .. did the punters understand?  And how did they get through the gates ...

[Derwan]

Rather crazy stuff though .. did the punters understand?  And how did they get through the gates ...

Not sure. I was already on the platform when the announcement was made. 

[ozbob]

Twitter

TransLinkSEQ TransLink SEQ
Some go card machines on the network are currently accepting cash only, due to issues with EFTPOS facilities. Technicians are investigating.
36 seconds ago

[ozbob]

Twitter

mXBrisbane ‏ @mXBrisbane

A power outage at Central station this morning meant 1000s of commuters couldn't touch off & were fined. Contact Translink to get a refund.