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3x chats troubleshooting session going through factory reset modem, restarting to no avail.
In the last chat session, tech told me it's the phone problem but I explained the phone works fine when connecting to the old Optus line. Does this seem to be a provisioning problem and is there a way to escalate to the right person/group in Telstra? Don't want to spend any more time on chat going over the same thing again.
If phone light is red then It could be a provisioning problem or a faulty modem. It is definitely not a faulty phone. Phone light should be green even with no phone plugged in. Suggest you lodge a complaint with Telstra. A complaint can be lodging using online form or ringing 132200 and when asked for reason say complaint.