CrowdSupport®
Dave96
Level 1: Cadet

NBN

Why do's our home internet drop out for hours up to a dozen times a day, it's virtually unusable

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
2 REPLIES 2
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN

The drop outs are probably due to a line fault. Have you contacted Telstra NBN assurance (1800834273) and reported a fault?

Highlighted
Support Team
Support Team

Re: NBN

Hi @Dave96

 

Sorry to hear you've been experiencing issues with your nbn service.

 

With telecommunications, unexpected outages, planned maintenance or faults can occur. When these happen, our techs work hard to restore services as quickly as possible for affected customers.

 

If you want to make sure everything is ok on our end with the nbn service, please check there are no disruptions listed under 'Home Phone' or 'Internet' for your address here 

 

If there's not, my advice would be to login here & complete the troubleshooting as it may help fix any issues you're currently experiencing, but also helps speed up the fault process if you need to call our nbn fault team on 1800 834 273. If they're unable to resolve over the phone, they may monitor the connection or arrange a tech appointment. 

 

So you're aware, you can request a credit for the disruption online as per the instructions here . In most cases, if you use another service in the interim, normal charges would apply for that though.

 

Also, have you heard of the Telstra Smart Modem? With these, if there’s a drop out in your home broadband, your modem will automatically switch to our mobile network if required, then switch back once the issue is resolved. Plus it uses your home data allowance.

The mobile backup connection is limited to speeds of up to 6Mbps for downloads and 1Mbps for uploads. Actual speeds will vary due to local conditions and content accessed.

You can find & order these here

 

If there's anything else you need assistance with, please let me know.

____________________

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today
Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit
Find out more about the Telstra 24x7 App and direct debit ×

Avoid queueing up and never worry about late fees againSet up direct debit
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Find out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now