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

[MikeS66]

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.

----------

Sorry

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 

[Yastiandrie · Accepted solution]

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

[MikeS66]

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

[Yastiandrie]

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

https://www.telstra.com.au/mobile-phones/mobiles-on-a-plan#lp:dtq/section:telstra-sales,consumer,mob...

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)