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Level 1: Cadet

NBN dropped out - sent new modem - still not working

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Connected to the nbn back in November when my suburb was first connected. Worked great initially then I started experiencing drop outs that grew more and more frequent until the internet stopped working at all . Last week I rang to report this and they ran a test on the line and told me the connection was unstable. So they organised to send me a new modem and this is what has panned out.
1. Have to run through all restart and test procedures on current modem before they send me a new one. Nothing works. So I'm told I'm getting a new modem and I dont have to send the other one back.

2. The next Monday the Modem that turned up is different to the one I was originally sent so I rang to check it was correct. (It was a black slimline one now it's a large white shoebox size one)

3. Plugged that in and followed the instructions but it is unable to connect.

4. Ring to report this. Have to run through all the test and restart and reset procedures that I've been through with the old modem. Telstra runs a line test and says the line is unstable they need to organise an NBN technician to do a line check the follow day. They would call to update me.

5. Skip to Wednesday. No one has called. I ring Telstra and they tell me the nbn technician checked the line and found no problem. Apparently they did this remotely. My internet is still down. They have organised to send another technician tomorrow. And they will call to update me. They want me to run through all the trouble shooting procedures again. I have no idea why. I just ask to please please update me. At this rate I'll be calling again Friday with the exact same problem.

What else can I do? Can I complain to someone? I'm told they will compensate me for the extra mobile data usage but I don't really care the number of hours I've lost is growing allot faster than than the cost of mobile data. Can someone please let me know if there is another number I can call or how to start a complaint because I think that's where it's going to end up anyway. Thanks
1 ACCEPTED SOLUTION

Accepted Solutions
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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: NBN dropped out - sent new modem - still not working

Insist that they send a technician to your property. You might have to pay $130 if they find the fault is in your house wiring or wrong set up but at least you will have a working service.

If they don't send a technician lodge a complaint using on line form https://www.telstra.com.au/contact-us/feedback-complaints

 

If that doesn't work contact TIO

https://www.tio.com.au/consumers

1800 062 058

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Highlighted
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: NBN dropped out - sent new modem - still not working

Insist that they send a technician to your property. You might have to pay $130 if they find the fault is in your house wiring or wrong set up but at least you will have a working service.

If they don't send a technician lodge a complaint using on line form https://www.telstra.com.au/contact-us/feedback-complaints

 

If that doesn't work contact TIO

https://www.tio.com.au/consumers

1800 062 058

View solution in original post

Highlighted
Level 1: Cadet

Re: NBN dropped out - sent new modem - still not working

Thank you so much that's what I want if they don't turn up again tomorrow that's what I'll be doing. Thank you.

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