Level 1: Cadet

NBN mobile back up not working

In July we received sms advising our NBN is switching to mobile back up. At end of July until today I have been using the Telstra text service on 6 occasions now to request update to why it’s on mobile back up and if there is an issue and when will it be fixed. First 4 agents provided no assistance stating it was my plan or not respond then have to start the process again. Can’t be my plan as it is unlimited. Friday evening after 4hrs was advised it’s NBN issue will be resolved in 24hrs. 72hrs later still same problem. Spent another 4hrs to be told incident will be raised and specialist will call me following day. Now 2 days past no phone call and ontop of this mobile back up connection speed is running at 1-2Mbps which means ZERO service. I am now using my own mobile data to post this. Can anyone tell me, A) have you had the same problem with both nbn and mobile back up? B) has it been resolved and how?

thank you.

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8 REPLIES 8
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Level 25: The Singularity
Level 25: The Singularity

Re: NBN mobile back up not working

The modem switches to LTE backup when it cannot get a signal from its NBN connection.

When that happens, you should firstly restart the modem to see if that gets the connection working again. Then check outages.telstra.com.au for any known outages at your address.

 

Then factory reset the modem (this sometimes works as it clears any erroneous settings that may have occurred in the modem).

 

If still no connection, call 1800 834 273 to report the problem with your NBN connection. If you can't get through on the phone, then you can report the problem using the My Telstra app.

 

The LTE Backup has a quota (it's designed to be used for for short term outages), and if you have an outage that goes for a longer period and it gets throttled you need to ask a consultant to submit the webform to get the quota reset.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: NBN mobile back up not working

Hello Jupiter,

i have tried to resolve issue with 6 Telstra agents now very Telstra messaging service

 

restart modem x4 times 

no outages in area x check everyday

full reset x 2 times

called Number x 6 times all selections ends call

raised x3 incidents with 2 closed due to KPI

Was told by 2nd last agent there is NBN issue and bac end work will take place. I will be contacted. Couldn’t take call, they left message to call phone number that no one answers.

contacted Telstra messaging again, Was told technician booked - received text booking cancelled issues resolved.

 

why can’t this problem be fixed? My bill has arrived. Why should I pay for service I am not receiving?

 

 

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Level 25: The Singularity
Level 25: The Singularity

Re: NBN mobile back up not working

It looks like Telstra tried to resolve and NBN Co cancelled the technician (which is fairly common unfortunately).

 

You will need to contact Telstra again and tell them that the problem is not resolved and that you need an NBN techinician to come out and look at the problem.

 

If NBN Co cancels again, go to tio.com.au and lodge a complaint against NBN Co as they are not doing their job.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: NBN mobile back up not working

Hello, I again for the 7th time contacted Telstra through the messaging app! Got told there is level 2 tech working on issue.

the agent lodged a new incident don’t know why.. spent from 8:30 am until 4pm back and forth. There was some delays and I realised I was dealing with a different agent after 1pm as the tone of speech and response was different. The second shift agent preceded to tell me there is no issues at all! They wanted to close the incident and I was firm this is not resolved.

 

my plan is with Telstra not directly with NBN why is Telstra agents not pushing this? The last agent only 3 hrs ago told me firmly that I am not running off mobile back up. I have run multiple self troubleshooting and every result comes back confirming what I know and also the agent tried to tell me the light on the modem showing blue is not because it’s running off mobile back up. If I can’t get a resolution tomorrow I will be cancelling my Telstra service. Very mixed agent responses with regards over 30hrs spent now with 3 incidences raised.

why can’t Telstra give me consistency in response and actions?

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Level 25: The Singularity
Level 25: The Singularity

Re: NBN mobile back up not working

The only "pushing" that Telstra can do is to put through a booking request to NBN Co.

When NBN Co cancels the appointment, Telstra don't get notified at the same time (and the system can't follow it up anyway), so it is up to the customer to get back in contact to organise the rebooking. It is a crap system, but that is what the Government allowed NBN Co to set up.

 

As far as the consultants go, a lot of them are fairly new and most of them aren't technical experts, they can only go off what the system is showing them.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: NBN mobile back up not working

Hello..so after 8 attempts using Telstra messaging service and over 30 hrs over 3-4wks, i found out as follows:

2x Telstra cancelled technician not NBN (not NBN cancellation)

4x Telstra closed incident tickets with no resolution in place

Agents not trained offer standard scripted advise but as not trained are time wasters. What Telstra has put in place frustrates consumers and customers to the point a) you give up b) you move service providers.

 

i arranged a nbn technician and found out our wires are fried outside the house. It appears when Telstra offers technical support and part of trouble shooting they tell you to switch off and or reset the NBN box it fries the line.

if I receive a bill for this technician it will be charged back to Telstra.

 

fir anyone who is still on mobile back up it is “Telstra issue” don’t give up!

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN mobile back up not working

Not sure who provided you the information about rebooting/resetting the NBN equipment but that is very incorrect. Unless there are major power distribution problems to the home, and/or an unsafe home electrical wiring setup, and/or an extremely faulty and dangerous device, it is physically impossible for a NBN connection device to fry lines or cause physical damage to infrastructure on a reboot/reset.

 

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN mobile back up not working

I agree with you ubout the Telstra's support are not properly trained but can't see how reseting the NBN box will damage the cabling. The official NBN Co trouble shooting document for FTTC recommends factory reseting the box.

 

"Reset the nbn™ connection box To do this, simply press and hold the ‘RESET’ button on the side of the device for 1-2 seconds. This will cause indicator lights to blink for several minutes."

 

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