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Level 2: Rookie

Telstra NBN Connection Down - FTTC issue must phone / when calling told to use app

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Hi everyone, I am a newbie poster but have had a perfectly working Telstra NBN service for many months. However, today around 1:00PM AEST the NBN connection was lost (no DSL).

 

SO, try self troubleshooting and get the following message BUT when I call they say they can't help me over the phone and send me a link for self help, which sends me back to this same message (i.e. I must call for support).

And I cannot find anyway to actually speak or chat with anyone to see what the issue is as NBN say talk to Telstra!

Any tips on how I can get this looked at?

Thanks in advance crowd.

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Sorry Smiley Sad

The Smart Troubleshooting tool does not currently support
Fibre to the Curb (FTTC) services.
A Telstra consultant will need to guide you through further troubleshooting steps over the phone. Call us on 1800 834 273 
1 ACCEPTED SOLUTION

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

Re: Telstra NBN Connection Down - FTTC issue must phone / when calling told to use app

Use the message us option in the get help tab in the MyTelstra app. That will ultimately land you with an agent

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
Accepted Solution

Re: Telstra NBN Connection Down - FTTC issue must phone / when calling told to use app

Use the message us option in the get help tab in the MyTelstra app. That will ultimately land you with an agent

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

View solution in original post

Highlighted
Level 2: Rookie

Re: Telstra NBN Connection Down - FTTC issue must phone / when calling told to use app

Thank you Yastiandrie! I got part of the way and the app crashed but at least I found someone and trying again. 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra NBN Connection Down - FTTC issue must phone / when calling told to use app

You can use a web browser as well to get through (chrome didn't seem to like it but Firefox was fine)

 

 

On this page there should be a 'message us' option at the bottom. If you hit anything that says 'chat now' you'll end up at the wrong place (for now)

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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