Level 1: Cadet

No cable internet at my place for past two weeks.

I reported a problem with my internet on July 4th 2019 in Homebush West, Sydney. Technician came in next day and said there is an outage in the area, something about a cable cut at the main exchange. Everyday the Telstra Outage tracking page keeps extending the resolution date by 1-2 days. This is getting absolutely ridiculous! The agents on chat or phone are of absolutely no help. They do not have any useful information.


What do I have to do to get a straight answer from someone who knows what the hell they're doing??!!!

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Support Team
Support Team

Re: No cable internet at my place for past two weeks.

Hello @Humaria, I'm sorry to hear that you're experiencing a service disruption in your area currently.


From your post it sounds like you already have all the available information regarding the cause of the issue- being a cut cable- and the tools to track the latest updates on the ETR, which is the Outages page. I'm sorry there's nothing further we can really offer you. Damaged cables are a complex repair and do take time, the ETR is an Estimated Time of Resolution and is subject to change. We have no other ETR we can offer by phone I'm sorry, we all use the same resource. 


If you have a Smart Modem and 4G coverage however you can continue to access your broadband allowance via the built-in backup SIM: in the meantime. 

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Level 22: Superhuman

Re: No cable internet at my place for past two weeks.

Telstra no longer own the HFC cable system. It's now owned by NBN. 

Telstra has to wait for NBN to repair the cable.... therefore Telstra is not in control of the situation 

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".

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