DWin222
Level 1: Cadet
April 2017

NBN Upgrade - modem issues

Hi

 

We upgraded to NBN a long time ago. 

 

I've recently had instability issues with our modem and then found out that the current supplied modem does not support NBN.

 

TG797n v3

 

We did not receive any new hardware. 

 

Due to also having our phone with Telstra and I believe it's VOIP so it has to run through the modem, we can't use any BYO options because they don't work with the phone... 

 

Is this something Telstra can help with? 

 

Thanks

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DrQ
Level 24: Supreme Being
Level 24: Supreme Being
April 2017

Re: NBN Upgrade - modem issues

In response to DWin222
You would be best to speak to the tech support team. If you are under a contract, go over it with them explain that you have an issue with your modem and you would like a modem replacement with a more suitable modem and they should be able to help.

If you are out of contract and the modem is over 12 months old, then typically they would only be able to sell you a new one.
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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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