CrowdSupport®
Suziemon
Level 1: Cadet

Sending modem back

Answered
Hi I received my new modem recently and connected it which I believe locks me in to nbn when it comes to my area.
I thought the new modem would fix our poor speeds and would incorporate the 4g network to do this. I now think it must only come into play when the wifi drops out completely.
I think I have 30 days to send the modem back to cancel the automatic switch over to Telstra nbn. Is this correct?
1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Accepted Solution

Re: Sending modem back

Have a chat to the Disconnections Department on 132200 8.30am to 8.30pm AEST which goes to Adelaide.
They have some special mobile broadband deals that the sales department does not have.
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"

View solution in original post

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
3 REPLIES 3
Level 23: Superhero
Level 23: Superhero

Re: Sending modem back

You can cancel your contract with no penalty within 30 days, you'll need to call disconnections on 13 22 00 and say disconnect. However I would recommend speaking with Telstra NBN technical support team as if it is a line issue it will be the same with any provider.
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.
Suziemon
Level 1: Cadet

Re: Sending modem back

Hi thanks for your reply.
To be honest I’m so done with tech support it’s been 2 years of poor speeds adsl2+ and have never got over 8mbps it’s usually much lower my last Speedtest tonight got 0.53mbps and this is a common occurrence which forces us to use mobile 4g as a hotspot which pushes us over our data limits and have to pay nearly double the mobile bill for extra gigs.
If it is a line problem that’s fine but to get told constantly that everything is working properly has gotten a bit tiresome.
Once again thanks for your help.
Level 23: Superhero
Accepted Solution

Re: Sending modem back

Have a chat to the Disconnections Department on 132200 8.30am to 8.30pm AEST which goes to Adelaide.
They have some special mobile broadband deals that the sales department does not have.
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"

View solution in original post

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