want to disconnect my nbn as it has never worked

[kq66]

I ordered nbn unlimited in May, and received the smart modem in early June. It has never worked. Of course, I can't TALK with anyone at Telstra, so I've been texting. Every time, I get the response of, "It will be fixed in 48 hours". And 48 hours I call back. And I get the same response, with the obligatory, "Oh, I'm so sorry that you're going through this". Right. I'm finally done. I've run out of patience. I was on hold with the complaint department for THREE HOURS today, and have been texting through the OH SO UNHELPFUL app for THREE AND A HALF hours. I want the nbn service disconnected, and I want my money refunded (I was charged $99 so far for the service which has never worked). I would be willing to keep the phone and the Nighthawk - but only because I have them, they work, and I don't want to go through the pain of getting a new service provider at this time. I have written a complaint, but it was unanswered. Can you tell me, please, how do I go about getting the nbn cancelled and my money refunded?? 

[Jupiter · Accepted solution]

You will need to either call 132200 or send a message using the My Telstra app (blue icon, bottom right of Get Help screen).

[kq66]

thank you. I'm getting it disconnected through the app.