I am in the middle of what, I'm sure, is going to be the same problem. I rang Telstra 2 weeks ago to enquire about my painfully slow internet (4Mbps at best) with frequent drop outs. This was partly instigated by the fact that my next door neighbours had been sent a Technicolor TG799vac modem on spec without even enquiring; we have, apparently been converted to NBN ready (FTTN). Telstra initiated an NBN transition and said they would be sent a modem. I asked if I could be sent the Technicolor TG799vac or better and the Telstra rep said that would be fine and that these are the only modems that could be sent out for NBN (verbatim). A week later, no word, so I called. Telstra were ambivalent about what happened and so would resend the order. Two days later I called to ensure that the modem that I had wanted, would be sent, fearing that they would send the cheapest possible model. The response was that they couldn’t tell what had been sent and that I’d have to wait to see what turns up. Well, what should turn up but none of the above; a Sagemcom F@st 5355, which, according to forum experiences, is an entry level modem and not particularly good. This is exactly what I had tried to avoid. So Telstra ignore any customer requirements and send what they like. Incidentally, the Telstra operator, who I spoke to on Fri Mar 31st about checking that the correct modem was being sent, had not sent a return SMS contact as promised.
I’ve spent an hour on the phone this morning trying to track down a replacement, but the three Telstra operators (yes, hung up on by the first two) claimed that they cannot access the appropriate data at they’re end for technical reasons and had said that they will call me back within 24 hrs. In the meantime, my internet is running at 1 Mbps for over a week due to this transitioning, by Telstra, and, not transitioning according to NBN. I'm sick and tired of Telstra's poor service.
I’ve just had an SMS with a call back request. If I can say something good about Telstra it would be that they are better at communications than years gone by when they would handball you from one operator to another until the call dropped out. See what happens, but I don’t expect too much in the way of customer satisfaction. If they do come up with the goods I’ll graciously write back and eat my words!
