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Level 1: Cadet

Hello, who do I have to "kiss" to get my modem activated?

My previous cable modem broke, I was sent a replacement and I cannot activate it.

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7 REPLIES 7
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Level 5: Eagle Eye

Re: Hello, who do I have to "kiss" to get my modem activated?

Try phoning 133933 technical help, good luck, johnvetSmiley Happy there is a facility for "online chat" which solved a problem for myself recentlySmiley Very Happy

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Community Alumni (Retired)

Re: Hello, who do I have to "kiss" to get my modem activated?

Online Chat for Tech Support are utterly useless, and don't seem to have access to the full range of support that calling 133 933 will give you Smiley Happy

 

B.

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Level 23: Superhero

Re: Hello, who do I have to "kiss" to get my modem activated?

I agree that tech support via online chat are almost pointless. Your best bet is to call up and see what they can do. For me it was around 2 weeks before my replacement modem was activated due to it being 'stuck' in the system.

If they don't fix it, make sure it's escalated to Level2 and get a reference number.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.
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Level 1: Cadet

Re: Hello, who do I have to "kiss" to get my modem activated?

Hi, I'm not sure where you live but Telstra staff are pretty lazy and extremely not helpful!

I eventually found a very informative young guy at the Castle Hill Telstra shop Daniel had to download a management software, and he knew what he was doing and was more than happy to help. The Hornsby Telstra shop are also very helpful.

They're pretty lazy and useless in Bondi Junction or Randwick or Eastgardens. Everytime I go in there I regret what a waste of time they are. They don't know what they're talking about and are happy to take your money without the help in configuring their devices to our computers and just don't care.

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Community Alumni (Retired)

Re: Hello, who do I have to "kiss" to get my modem activated?

@Salam - Activation of a Bigpond ADSL/Cable Service should not be managed at a Telstra Store. They should always be managed via Telstra on 137663 or 133 933.

 

B.

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Level 1: Cadet

Re: Hello, who do I have to "kiss" to get my modem activated?

Hi yes I agree Ben but when we can't get anywhere with the provided numbers, then you hope that personal assistance can kick in :-), in stores.

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Level 23: Superhero

Re: Hello, who do I have to "kiss" to get my modem activated?

I think the point Ben_F is trying to make is that the store staff don't have the ability to activate a new modem on the network. This can only be done by a specialised team (or level 2 support), available on the phone. So if someone goes into a Telstra store to have it done most times they will either be told to ring themselves, or be handed a phone that has had the number dialled for them.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.

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