We lost internet connection last week and reported it to Telstra. After checking the “outage map” and finding that there was NO outage in our area, we were then told, yes there is an outage in our area. Then we were told our modem is faulty. A replacement modem was ordered for us. Hours later we had internet connection back on. We asked for cancellation of the replacement modem and it was confirmed that it had been cancelled. A few days later we lost internet connection again. We texted with an “expert” again, told our situation and were told a new modem will be ordered and sent out to us. We received a “Like New” refurbished modem on Wednesday 31st May, after we were told our modem is “faulty”. The “new” modem was installed on Friday 2nd June. On Saturday 3rd June, exactly 24 hours after the “new” modem was installed, we lost internet connection again. So is this “new” refurbished modem also faulty? Internet connection has since been restored, but this is not satisfactory at all. Can Telstra please stop telling its customers their modem is “faulty” when they know very well that this is not the case. Clearly the fault lies with Telstra in not delivering a constant and reliable internet connection service to customers.
