MikeCrosbie
Level 3: Gumshoe

ADSL Disconnection

Can anyone offer a solution ???

I have been having constant dropouts of my home ADSL2+ connection for over 3 months now.  After many, many call to tech support they have finally recommended that I be connected via a new cable modem, which has been ordered.

My latest problem though is that my existing (albeit dodgy) ADSL2+ connection was immediately disconnected. This has left me with NO INTERNET at all until

the Telstra technician shows up to connect the new cable modem.

Why was the existing setup destroyed ???

 

I have now been paying for a virtually un-useable internet service for 3 months for no return, plus I cannot use my Netflix account.

 

I am totally frustrated by all this, with no end in sight .......

Crosbie

 

Latest SR number is SR1-1901331430599

Previous fault numbers include 169737320, 169465523

Mike Crosbie

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
10 REPLIES
Support Team
Support Team

Re: ADSL Disconnection

Hey @MikeCrosbie

 

I am sincerely sorry for the trouble with your service and we definitely want to ensure that this is sorted out for you. 

 

The case manager assigned to your complaint will be in the best position to discuss this further with you. I have contacted them to follow this up for you now and they should be in touch with you soon. 

 

Thanks

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

MikeCrosbie
Level 3: Gumshoe

Re: ADSL Disconnection

Thanks Jesse.

I have been waiting on the case manager to contact me for 2 days now, so hopefully this will happen soon.

Support Team
Support Team

Re: ADSL Disconnection

Hi @MikeCrosbie

 

Please keep us updated on how you go. 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Level 21: Augmented

Re: ADSL Disconnection

i could only suggest try reading this article

https://www.finder.com.au/fttn-nbn-router-comparison

 

maybe see if your modem/ router has SRA enabled, however if they have now disconnected the adsl it probably wont be much help.

 

some of the routers on that list allow for mobile failover.

Telstra customer 15+ yrs, I am not a Telstra employee and never have been

Kudos and thanks welcomed

If I have managed to outsmart myself and give a Solution please mark it as so.
Service Status in your area
Someone asked to check your ping but dont know how
Check all your connected programs
MikeCrosbie
Level 3: Gumshoe

Re: ADSL Disconnection

Hi Tanasha,

So far I have received nothing but deafening silence !

I have rung three times since last posting here, and each time have been promised my case manager will contact me shortly -- nothing !

I was also promised an extra 10Gb of mobile data to help compensate for my ADSL being cut off -- nothing !

 

I find that whenever you ring Telstra they are very helpful and make all the right noises on the phone, but this always turns out to be hot air !  NOTHING seems to actually happen behind the scenes.....

Support Team
Support Team

Re: ADSL Disconnection

Hi @MikeCrosbie

 

Thanks for letting me know. I can appreciate your frustration.

 

 

I have reached out to your case manager and have asked them to call you as soon as possible. Regrettably, I'm not privy to their schedule so please allow between 1-2 business days for them to be in touch. 

 

Please keep me updated on this. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

MikeCrosbie
Level 3: Gumshoe

Re: ADSL Disconnection

Hi Tanasha,

Just keeping you up to date........

booked a tech to install new cable connection last week, for this morning between 8:00 - 12:00.

Guess what ?  No technician, and no contact from Telstra !

(Took a day off work for this too !)

 

I am totally over Telstra and their broken promises 1

Technical Support
Technical Support

Re: ADSL Disconnection

Thanks for letting us know, Mike. I will email your case manager to request they contact you as a priority today.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

MikeCrosbie
Level 3: Gumshoe

Re: ADSL Disconnection

Thanks Shellock,
This is beyond a joke.
I have just been speaking to 132200 and was told that my case has been closed, after I booked a technician, and that is why he didn't arrive !!?
This is worse than a comedy show.....
I now have to book another time for a technician (and lose another day off work).

I have now been without a reliable internet connection since December for which I STILL HAVE TO PAY, waited for a non-existent technician, and finally had my case closed even though it had not been acted on !
I was also promised an extra 10Gb of data on my mobile phone so I could at least use mobile hot-spot -- guess what ? This didn't happen either...

I find the whole Telstra operation worse than a 3rd world country.
Another appointment booked for next Sat morning. If this is not resolved then, I will be going straight to the Ombudsman.
Technical Support
Technical Support

Re: ADSL Disconnection

This is definitely not the experience that we want for our customers and I have asked the complaint manager to follow up regarding the appointment for your new service and the billing concerns that you have mentioned. 

Please let me know if you have not heard from your case manager by 5pm tomorrow.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Home Broadband Bundle

$99 Entertainment Bundle. Unlimited Data and Entertainment.

Find out more