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Feemouse
Level 2: Rookie

No internet

Answered
No internet since the storm hit and we lost power. Heard something get fried. Not sure if it was the modem but there is a smell coming off the modem now.
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Accepted Solutions
Feemouse
Level 2: Rookie
Accepted Solution

Re: No internet

We did speak to them about a replacement but we didn't get one. They weren't to helpful at all.

View solution in original post

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7 REPLIES 7
Level 23: Superhero
Level 23: Superhero

Re: No internet

If the modem is making a burning smell or unusual odurs unplug it. Its probably been damaged by a power surge and needs to be replaced.
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.
Feemouse
Level 2: Rookie

Re: No internet

Yeah that's what I thought, wasn't sure if telstra had an outage aswell or not.
Level 23: Superhero
Level 23: Superhero

Re: No internet

Id reconmend looking at outages.telstra.com to see if there is also one in your area
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.
Telstra (Retired)
Telstra (Retired)

Re: No internet

Hi Feemouse, have you spoken to our tech team in regards to a modem replacement?

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Telstra (Retired)
Telstra (Retired)

Re: No internet

Just checking in to see how everything is Feemouse.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Feemouse
Level 2: Rookie
Accepted Solution

Re: No internet

We did speak to them about a replacement but we didn't get one. They weren't to helpful at all.

View solution in original post

Support Team
Support Team

Re: No internet

Sorry to hear that. Do you have an open complaint about this at all? I'd like to know you're on the way to being reconnected. - Matthew.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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