What does this tell you about Telstra?

Our NBN (FTTN) connection dropped out last Wednesday.

Since then I have called Telstra Tech Support (NBN Assurance Team - 1800 834 273) four times and have spoken to five different support people.

I have been through modem testing, re-booting and re-setting with Telstra Support, and have provided every piece of information they requested.

On every call I was assured that a request for Remote Investigation would be passed through to NBN Co. and I would be contacted.

None of the promised follow-ups occurred.

Today (Wednesday) I called Telstra Support again, and was told that the request for Remote Investigation was never actioned.

Apparently it was incomplete, and required my modem model no. and MAC address to complete it.

I provided these details, the request for Remote Investigation was submitted to NBN Co., and, an hour and a half later, my NBN connection re-appeared.

I dunno. I've wasted $120 on mobile data (I work from home) and 2.5 hours of my time on this issue.

Telstra took a week and five support people to pass a simple, routine request through to NBN Co. to check my connection.

NBN Co. checked and fixed my connection within 90 minutes.

What does that tell you about Testra?