Level 2: Rookie

How long will it take for level 3 support to work on my case?

Answered

We are in Melbourne.
So we are in lock-down at the moment, spending >23 hours a day at home.

We are 350m from the Telstra tower.

We get 2-3 bars in 4G,4 bars in 3G.
Thursday August 27 - both mobile phones are able to make and receive calls while in the house.
We had a storm that night.
Since Friday August 28th neither mobile phone can make or receive phone calls.

The phones attempt to switch to 3G to call but no dialing happens.

When in 3G there is no internet connectivity.

When I take the dog for a walk I am able to make and receive calls because I am closer to other towers.

Took me 3 days to get the support chat team to realise that the problem was in the local tower and not the handsets.
Tuesday 8th Sep finally had contact from level 2 support. On Wednesday they confirmed it needed level 3 support.

So we are 14 days now without mobile phone reception. At home, in lockdown.
Am I going to be waiting for another week before level 3 even picks up the case?

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Level 2: Rookie
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Re: How long will it take for level 3 support to work on my case?

Turns out it only took 1 day!

Phones were working on Friday.
I even had a phone call from Telstra Back office in Sydney checking it was working.

View solution in original post

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1 REPLY 1
Level 2: Rookie
Accepted Solution

Re: How long will it take for level 3 support to work on my case?

Turns out it only took 1 day!

Phones were working on Friday.
I even had a phone call from Telstra Back office in Sydney checking it was working.

View solution in original post

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