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craigc
Level 3: Gumshoe

No Internet for 3 days 3004

Answered

Hi Anybody from Telstra care to find out what is going on. Each time I do the diagnosis, it just adds 1 more day to when the problem will be solved:

 

Location: MELBOURNE State: VIC Service: Cable Description: Customers may experience difficulties using their Cable internet service, including broadband and FOXTEL. Start: 3:29 PM 16/10/2018 Estimated time services will be restored: 7:00 PM 19/10/2018

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Accepted Solutions
craigc
Level 3: Gumshoe
Accepted Solution

Re: No Internet for 3 days 3004

Ok, seems to be fixed now

View solution in original post

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7 REPLIES 7
craigc
Level 3: Gumshoe
Accepted Solution

Re: No Internet for 3 days 3004

Ok, seems to be fixed now

View solution in original post

Pics
Level 1: Cadet

Re: No Internet for 3 days 3004

It’s still happening to me in Perth? Please help?
Level 23: Superhero
Level 23: Superhero

Re: No Internet for 3 days 3004

You'll need to call the cable tech support team on 13 22 00. This is a community forum, faults are not able to be raised here.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Intolerant
Level 1: Cadet

Re: No Internet for 3 days 3004

Having the same problem in Avoca. For the past 2 weeks the best download speed is less than .3mbs and certainly wont stream Netflix - what a joke Telstra is..
Level 24: Supreme Being
Level 24: Supreme Being

Re: No Internet for 3 days 3004

That sort of speed usually can suggest it is something else at play, if you have a frontier or smart modem, just check you aren't running on backup. if you have a plan with a data limit just check you haven't exceeded the limit and that your bill is current as all these can cause the speed to be restricted.

If everything else is clear and it has been ongoing it will be a matter of needing to lodge a fault, it usually will make it easier and quicker if you do the online troubleshooting first then call it will skip a lot of the hassle on the call. https://outages.telstra.com.au/
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Highlighted
Intolerant
Level 1: Cadet

Re: No Internet for 3 days 3004

Sadly I have a plan with unlimited data and direct debit billing. I have been through online trouble shooting in excess of a dozen times, conducted three chat sessions during which I have allegedly been transferred to technical including several phone in excess of five hours over the past week including last night for another 1hr 39min. Not on any occasion was I able to speak with a "human". Today, I went online to iSelect who called me back within 30mins and took me through several of their NBN plans as NBN is being rolled out in my area. I then called them back for clarification on another matter, waited for about 15 seconds and was able to speak with a human once again. The difference between the two service providers is that iSelect actually want my business and Telstra could not care less. I am a lifetime Telstra customer (in one form or another) having been with them for 49 years......I don't even have to think about a choice here.
Level 24: Supreme Being
Level 24: Supreme Being

Re: No Internet for 3 days 3004

If NBNCo is working in the area that can often cause huge issues with the network causing speed issues. It isn't helpful that they haven't been able to get it resolved for you though.

If you did want a number to call to see if you can get it sorted, it might be worth calling 13 22 00 and say "disconnect" (between 8:30am and 9pm AEDT) and you will normally get a team based in Adelaide. They are good at being able to look at the details and may be able to find a solution for you.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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