ADSL out of contract, NBN modem connected by mistake, cancel service

[domwild1]

Hi,

A friend with an out-of-contract ADSL connection received the NBN modem and connected it and had far too many problems with the NBN modem since and now had to borrow my mobile, so he could talk to technicians while the modem gets fixed. He can no longer use Hotmail, as there is a SYNC error, but is still paying $80/month for nothing. When he inquired about cancelling, he was told he is still locked in for years? I will tell him to contact the Ombudsman (TIO), but there may be an easier solution?

[Jupiter]

Your friend would need to lodge a formal complaint with Telstra via https://telstra.com/complaints and follow through the process before the TIO would look at his complaint.

What are the problems that he has had with the modem? They may be quite easy to fix (assuming it's not a problem with the NBN connection itself).