Go card service disruptions

[Mozz]

It seems that Translink may have changed their policy regarding refunds, previously you could only ring up to get one not sumbit a form however it has been reported that a Translink spokesperson has said you can lodge a claim online:

http://www.couriermail.com.au/news/queensland/power-outage-blamed-for-knocking-out-go-card-scanners-at-brisbane-central-station/story-e6freoof-1226280312819

Power outage blamed for knocking out go card scanners at Brisbane Central Station by: Robyn Ironside From: The Courier-Mail February 24, 2012 9:25AM A POWER outage has been blamed for knocking out go card scanners at Central Station this morning leaving thousands of commuters unable to "touch off''.
The fault - which lasted for about 20 minutes from just before 7am - created chaos at Central with commuters advised to "contact Translink'' to seek a refund.

Failing to touch off a go card results in a fixed fare for train travellers of $10.

One traveller caught out said when he rang Translink, he was told he was "63rd in the queue'' and decided not to hold on.

A Translink spokesman said as well as calling 13 12 30, affected commuters could also lodge a request for a refund on the Translink website.

The morning commute was also disrupted by a broken down train at platform six at Central, and a car into a boomgate at Northgate, on Brisbane's northside.



Services are now returning to normal. 

[ozbob]

If you have a registered go card, you have been able to request adjustments on line for quite a while now ..

Meanwhile ..

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

Twitter

TransLink SEQ ‏ @TransLinkSEQ

Our call centre is currently experiencing high traffic volumes - for go card adjustments from this morning please delay calling

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1330044201

Central station power outage

Customers who were unable to touch off at Central station between 6.55am and 7.15am will automatically have their go card adjusted in the next 48 hours.

About 2200 customers were affected when a power outage at Central Station caused the go card gates to go into safe mode.

TransLink apologises to these customers for this inconvenience. Please call 13 12 30 for further assistance.

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1330044201

Central station power outage

Customers who were unable to touch off at Central station between 6.55am and 7.15am will automatically have their go card adjusted in the next 48 hours.

About 2200 customers were affected when a power outage at Central Station caused the go card gates to go into safe mode.

TransLink apologises to these customers for this inconvenience. Please call 13 12 30 for further assistance.

Good move ... 

[ozbob]

Twitter

Buranda Station ‏ @BurandaStation

Go card reader at Busway entrance/exit on platform 2 out of service. Please use another reader at station. Apologies for any inconvenience.

[ozbob]

[tweet]https://twitter.com/BurandaStation/status/198149399103291392[/tweet]

[STB]

I should mention that I think that's brilliant that the station supervisor is providing a twitter feed for the station itself for the passengers who use the station, even if it is unofficial.  If only every station had it's own twitter feed and was official.  Now that's customer service! 

[SurfRail]

I should mention that I think that's brilliant that the station supervisor is providing a twitter feed for the station itself for the passengers who use the station, even if it is unofficial.  If only every station had it's own twitter feed and was official.  Now that's customer service! 

I can't imagine #EumundiStation or #WalloonStation would see much use...

[Arnz]

I should mention that I think that's brilliant that the station supervisor is providing a twitter feed for the station itself for the passengers who use the station, even if it is unofficial.  If only every station had it's own twitter feed and was official.  Now that's customer service! 

I can't imagine #EumundiStation or #WalloonStation would see much use...

Pretty much anything north of Nambour or west of Ipswich really (apart from Rosewood)

[STB]

LOL true that!  Don't forget #traveston 

[ozbob]

http://translink.com.au/travel-information/service-updates/bulletin/1336546546

Issue with go card readers at Ferny Grove station

We are currently experiencing technical issues with go card readers at Ferny Grove train station, due ongoing works in the area.

One go card reader is fully operational, however the other three remain unavailable.

During peak-hour, staff will be onsite at the station to ensure passengers are able to touch-on or off.

Should customers have any queries or concerns regarding this issue please call the Call Centre on 13 12 30.

Technicians are on site to resolve the issue.

[aldonius]

There are four go card readers at FG? This is news to me.

[Golliwog]

There were 4 on the old temporary platform. Then it dropped to 3 so they could did a hole, then they only put 3 in temporarily on the permanent platform. Did go through there when they had the staff helping. Turns out they can use the hand held readers as touch on/touch off readers.

[longboi]

There were 4 on the old temporary platform. Then it dropped to 3 so they could did a hole, then they only put 3 in temporarily on the permanent platform. Did go through there when they had the staff helping. Turns out they can use the hand held readers as touch on/touch off readers.

Who were operating the hand held readers? TOs?

[ozbob]

Twitter 7.13am

TransLink SEQ ‏ @TransLinkSEQ

Some go card readers at Ferny Grove are experiencing technical issues, due to works. Staff are on site to assist. http://bit.ly/JvmcrS

[Golliwog]

There were 4 on the old temporary platform. Then it dropped to 3 so they could did a hole, then they only put 3 in temporarily on the permanent platform. Did go through there when they had the staff helping. Turns out they can use the hand held readers as touch on/touch off readers.

Who were operating the hand held readers? TOs?

Didn't pay much attention. There was a TO there this morning though, she was just helping direct people how to touch on.

Not sure how this is working. Last night I touched off on the working reader, which was fine. This morning I touched on with one of the hand held readers. When I touched off at Park Rd I got a $5 fixed fare. Which is interesting because Park Rd is just standalone readers so obviously touching the handheld registered something, but not a proper touch?

I called Translink already and they've already refunded me to the proper fare, but he had no explanation about why it happened. I plan on asking more when I call tomorrow to correct the difference again to include the bus fare to UQ as a continuation not a new journey.

EDIT: And that refund is already shown online as a pending top up transaction. Much faster than I remember it being. Debating whether to query them changing my fare to a 3 zone fare seeing as going to UQ Lakes from Ferny Grove has been a 2 zone fare for ages due to a stuff up in the system. I bought it to their attention in March last year, they conducted a review and have left it as is, thus this is the fare I should have been charged? Interesting to see how that turns out.

[Golliwog]

Refunds all waiting to be added to the card next time I touch on (much faster than the last time I did refunds). Had to call 3 times though, 1st for the train refund, 2nd once I saw the bus journey was online (and a second $5 fixed fare), and 3rd when I checked after the 2nd and found the first guy had changed it so I paid a $2.12 fare, and the second guy had changed the bus fixed fare and 1 zone fare into a $1.79 fare so I was being charged $3.91 all up. They could only authorise the fare being corrected down to $2.12 in the end apparently, even though they could see that every morning when I went to uni the system was only charging me $1.79.

I asked the second guy about it and he explained that as Park Rd is a zone 1/2 boundary station, when I come from Ferny Grove it takes it as zone 2 as it just see's Ferny Grove as a zone 3 touch on, not as starting at Ferny Grove. Going home though, it takes it as a zone 1 stop though. Still didn't make sense, but they seem happy to ignore it, despite it costing them money.

[SurfRail]

Refunds all waiting to be added to the card next time I touch on (much faster than the last time I did refunds). Had to call 3 times though, 1st for the train refund, 2nd once I saw the bus journey was online (and a second $5 fixed fare), and 3rd when I checked after the 2nd and found the first guy had changed it so I paid a $2.12 fare, and the second guy had changed the bus fixed fare and 1 zone fare into a $1.79 fare so I was being charged $3.91 all up. They could only authorise the fare being corrected down to $2.12 in the end apparently, even though they could see that every morning when I went to uni the system was only charging me $1.79.

I asked the second guy about it and he explained that as Park Rd is a zone 1/2 boundary station, when I come from Ferny Grove it takes it as zone 2 as it just see's Ferny Grove as a zone 3 touch on, not as starting at Ferny Grove. Going home though, it takes it as a zone 1 stop though. Still didn't make sense, but they seem happy to ignore it, despite it costing them money.

I thought that the fixed readers were sophisticated enough to "realise" that a point-to-point rail only trip like that goes through Zone 1. 

If you board a 77 at Garden City and get off at Chermside, you are still paying for Zone 1 even though it does not stop there.

[Golliwog]

Well it's always charged me a 2 zone fare when I go to uni in the morning but a 3 zone fare when I go home in the afternoon. No idea why. As I said, I queried it with an online wrong fare  And last I heard from a friend who uses it from Windsor to PA Hospital, then onto UQ, the 77 doesn't charge for going through zone 1 (ie: he only pays a 1 zone fare).

In other news, the readers at Ferny Grove are fixed now. The refunds were also on my card when I touched on the bus to go home this afternoon as well 

[Golliwog]

Not exactly a service disruption, but since they fixed the Ferny Grove go card readers, the only touch at Ferny Grove has been the touch off Thursday afternoon. But my fares are still correct, it's just not displaying my FG touches.

11-May-12 02:34:11 PM    Touch on    Central        
11-May-12 01:23:09 PM    Touch off    Adelaide St app George St (Stop 16) [BT0016_1]    -1.44    *
11-May-12 01:07:09 PM    Touch on    UQ Lakes - Zone A [BT001853]        
11-May-12 08:07:18 AM    Touch off    UQ Lakes - Zone D [BT001880]        
11-May-12 08:04:04 AM    Touch on transfer    Boggo Rd Station Platform 5 [BT010795]        
11-May-12 08:03:08 AM    Top up    Boggo Rd Station (OB) [58499]    50.00    
11-May-12 08:00:38 AM    Touch off    Park Road    -1.79    *
10-May-12 04:32:31 PM    Touch off    Ferny Grove    -0.59    *
10-May-12 03:44:03 PM    Touch on transfer    Park Road        

There should be a touch off at Ferny Grove yesterday afternoon and a touch on yesterday morning. I've never had a train station touch take this long to show up.

[ozbob]

Twitter

Andrew ‏@BurandaStation

Good morning! At present some of the gocard reader screens are unreadable due to condensation on the inside, apologies for any inconvenience

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

Honest call, expect the problem is replicated at many places ....  lol

[Fares_Fair]

Ditto at Palmwoods.

[ozbob]

Twitter

Double Ristretto ‏@ristretto_x2

@612brisbane some go card gates at Roma street out of action, starting to get a bit of a traffic jam

[ozbob]

Go card login has crashed again ...

[ozbob]

Has been fixed, online again now.

[Fares_Fair]

Go card login out of action yet again ... 7:12pm Saturday 11 August, 2012.
No good via Firefox either ...

Happening waaaaay too much lately.
It's becoming as reliable as a citytrain service on a single line track.

[Fares_Fair]

8:47pm, and still no go card login available.
8:52pm, and still no go card login available.


What is going on and why is it soo unreliable?

[ozbob]

Go card login still off line 3.17am 12th August ..

[wbj]

Still out at 6.45 am.  Much less reliable since the upgrade.

[ozbob]

Still off line.  Bit of twitter traffic around pointing out it is off line.  One correspondent suggests for at least 24 hours now ..

[ozbob]

TL have advised that they are working on it now.

[ozbob]

Go card web interface is back up ...

[Fares_Fair]

Go card website seems to be having problems yet again, taking minutes to load up ... then falling over.

[ozbob]

Gone again ... 

[somebody]

Gone again ... 

Working for me now.

[ozbob]

I let them know was down again, guess it was rebooted ...

[Golliwog]

Gone again ... 

Working for me now.

Was working for me as well, but it appears to be down again now.

[Fares_Fair]

Is ok now by me

[Golliwog]

Is ok now by me

Back working again here. Seems like a really reliable system....

[somebody]

In spite of it having issues, I don't want to go back to the old system.