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Thanks for contacting us although I am sorry about any concerns with your service.
The first thing to do if you or anyone you know has issues with our service is to check the location here
Is your address affected by a disruption?
If so, we would be aiming to restore services as quickly as possible.
If no disruptions are listed, my advice would be to login here & complete the troubleshooting as it may help fix any issues you're currently experiencing, but also helps speed up the fault process if you need to call our fault team on 133 933.
You'll receive a reference number that can be quoted to our tech staff if the troubleshooting link doesn't resolve. If they're unable to resolve over the phone, they may monitor the connection or arrange a tech appointment.
If there are no outages & the service is connecting to the internet, my advice would be to speak with our Telstra Platinum team about what you're trying to do.
Please be aware that there's a cost involved for it however we’ll only charge you if we fix it.
You can find more information about the service here