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On Sunday the 15th April we lost our internet in Milsons Pt NSW. We were told it was a problem outside the building and would be remedied by 18th April, this did not happen. We were then told the internet would be back on on the 20th. This did not happen. On the 21st of April, the problem was solved. It was a problem within the building and all the Telstra staff had NO idea why we were told it was an external problem. I received a TXT on the 23 April saying " your escalation is now under investigation by level 2 support. We will provide feedback as soon as possible???" As at today I have not heard a thing. Roll on the NBN so that I can change supplier.
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I can understand any downtime is less than ideal however with telecommunications, unexpected outages, planned maintenance or faults can occur.
You can check your address for maintenance or unplanned outages in your area online via the following link: http://tel.st/6x6a
You can also find our troubleshooting tool on the following link: http://tel.st/4mu5
If nothing is listed & you need any assistance with the connection, it's best to contact our tech support team on 133 933. They'll arrange for a tech appointment if necessary.
If you're having trouble getting this resolved or investigated, please free to raise a complaint via
https://say.telstra.com.au/customer/general/forms/Email-Complaint & a dedicated case manager will be assigned to work with you to help resolve the matter.
Upon submitting, you can expect contact within 5 business days & we'll aim to resolve within 10 business days. Depending on the issue, in some cases it may take longer to resolve.
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