gclifestyle
Level 2: Rookie

Cable internet down LABRADOR QLD

Hi All

 

Cable internet is out again in LABRADOR QLD again... :-(

 

I've had 2 telstra broadband accounts for over 20 years now & I must admit that the level of service being provided has been decreasing. I've had regular dropouts in my area over the last 2 months due to NBN upgrades so have just had to do without. Worst one was for 4 days where I had to purchase extra data on my mobile as I'm doing an online course. I asked telstra to provide me with a couple of free Smart Modems for being a long time loyal Customer & I pretty much got laughed at. Nice Sales support Telstra. One of my accounts is at my mother's place who's over 70, lives by herself & doesn't own a mobile phone. When the internet goes down she's only contactable via her home phone & when that account goes to the NBN she'll only be contactable while the internet is working. I'm a seriously considering trying a new provider. Anyone have any suggestions ? I heard Vodafone also has a mobile network backup & is amalgamating with TPG. Sorry for the rant but the increasing service disruptions are annoying & frustrating.

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3 REPLIES 3
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable internet down LABRADOR QLD

The smart modem will not keep the landline working when the network is down. It is only able to support internet only.

As far as outages caused by nbn doing upgrades to the network, that is outside Telstra’s control but they should be able to adjust some of your excess data on your mobile (if with Telstra) given the outages.

As far as the modem being replaced, modems are normally only replaced when faulty... outside this it is usually only changing the technology (cable to nbn as example) or by specialist teams like complaints.

Given you situation, your best bet is likely to speak to 132200 and say “disconnection” and explain that the current situation is making you consider changing providers and see if they can find you a suitable resolution or even try lodging a complaint.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

gclifestyle
Level 2: Rookie

Re: Cable internet down LABRADOR QLD

Hi DrQ,

Thank you for your reply. I guess my point is that no matter how long you are with telstra you're not important. Loyalty is foreign to them. I realise the mobile backup is only for the internet but at least you'd have still have an internet connection.

My unit complex has been on & off for weeks as they come back again & again, connecting & disconnecting the cables. I understand that they are just playing their part in rolling out the NBN but once again they don't care about how it affects customers. I was told on the phone the other day during another outage that I would be getting a call from Sales regarding crediting my account but as per usual I received no call. As I've said I've had 2 accounts with telstra, one of which went from cable broadband to 2 way satellite to adsl to adsl2 & back to cable broadband all with telstra. I've been loyal to them but get laughed at when I ask for something in return which says everything about their business model.

I'll do what you say & mention disconnection & see what happens. If I don't get the support they promote to the public then I guess they don't want my business anymore & will disconnect & will never be back.

Once again, sorry for complaining but I guess after 20 years I've reached my limit of tolerance with them especially since i pay $1918.80 a year to them just for internet services.
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable internet down LABRADOR QLD

If you tell the IVR / Robot that you want to disconnect it will put you through to a dedicated team, normally based in adelaide, who should hopefully take a more Holistic view to fix it. If you go through to sales and then mention disconnecting it is unlikely that they will care sadly but if you go through to that team first it should hopefully get sorted for you. Also mention the billing issue with the downtime and see if they can fix that at the same time.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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