Bb32
Level 1: Cadet

Telstra cable not working

Hi, I have had internet outage since Thursday 1 Nov. I have since called Telstra numerous times and keep getting shunted from one Call Centre to another. The issue is the internet light keeps flashing. The upstream and downstream lights are solid green. I have a black Netgear modem. I have been told a thousand times to unplug it, plug it back in, remove the coaxial cable and put it back in but nothing works. The service from Telstra has been extremely poor. They don’t call back when they say they will call back and when I call back they say it is working. I am now told that an NBN technician needs to come and look at the line but they can only come during business hours which is completely unsuitable. I am extremely frustrated with the service I am getting and just want my internet fixed. Is there else someone who can come and fix these issues ? I have been told that only the NBN technicians can do it. I am so over Telstra and the poor service I am receiving. Does anyone have any ideas ?

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5 REPLIES 5
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra cable not working

Sounds like NBN owns the HFC infrastructure there (they basically own all of it these days). In which case only they can be engaged to repair it at the times they dictate.
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

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Bb32
Level 1: Cadet

Re: Telstra cable not working

Is there anything I can try from my end ? Thank you.
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: Telstra cable not working

Only the troubleshooting you have already tried. With cable if that doesn't fix the issue a tech needs to go out. If someone over 18 can be there in your place then the can allow the tech access to your premise.
I work for Telstra, but my opinions are my own and not that of Telstras
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Re: Telstra cable not working

How did you go Bb32?

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Bb32
Level 1: Cadet

Re: Telstra cable not working

Still not fixed. Terrible service from Telstra. They never call back when they said they would. Still waiting for a technician which won’t come until next week. They say there’s no outage but when I put my address in the Telstra outages page it says there is an outage. I know there is nothing wrong from my end - I’m positive it’s a problem from outside in the lines. I was sent an email today saying they are doing routine maintenance in my area next week on the cable lines. I just can’t believe it would take so long to fix.

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