How can I get my internet service restored?
We had an appointment on 25 Jan to have our cable connected converted over to the NBN.
When the appointment was made, I advised Telstra that we had a Telstra Gateway modem/router that was purchased from Telstra in Oct 2015. They said that would be fine.
The NBN technician took one look at it and said it was not compatible with the new connection!
So he said he ordered a new modem and that it would be delivered on 27 Jan, and that we could self install that and all would be ok.
He also made sure that the existing Telstra Gateway was still connected.
The technicaian was trying to be helpful.
He said the people taking the bookings often get it wrong when asking about the existing modem/router.
Later in the evening on 25 Jan, our internet stopped working. Every time we tried to use a browser it would take you straight to a page to login to the captive Gateway login page. Tried to login, and then it said "we're having technical issues, please call Telstra".
On 26 Jan, I spent a frustrating hour on the phone with Telstra.....during which time they figured out that my existing cable service had been disconnected, because the NBN has been connected (which it wasn't).
i was then told to wait until the new modem arrives on 27 Jan, and all would be ok.
i told them I was not confident that the new model would arrive as planned, and that I wanted my existing service reconnected. After being out through to the Connections team, they (supposedly a Supervisor) told me that they put in a job request to reconnect the existing service, and that would take between 4-24 hours.
So, today I am still without internet! The modem failed to arrive and the existing service has not been reconnected.
Both Telstra promises broken!
2 hours on the phone earlier today to Telstra....Every person spoken to at Telstra insisted that the modem would be delivered today...except the courier company (Star Trek) Who said there as no actual order raised!
So, at least now it seems an order has been raised and is scheduled to deliver on Monday 30 Jan.
i have posted this hoping that Telstra can learn and improve their level of service.
And for anyone else yet to have the pleasure of going throughout this, make double sure the person making the appointment checks whether your current modem is compatible.