We finally reached support this afternoon and I have to say it was sadly lacking.
After explaining fully that the issue had been ongoing for over two weeks I was asked to remove the cable between the NBN Box and the modem and swap it for another??? But we don't have a box we are on FTTN so there goes any chance that these people actually listen and follow what is being said.i ALSO EXPLAINED THAT i HAD PURCHASED A NON tELSTRA tp-LINK NBN modem and it worked perfectly for hours and hours but of course you can't use Telstra's phone with it because Telstra guards the passwords as a trade secret.
So the wash up is
*1 He can Send out a tech to check the connection 3 weeks after the line was commisioned for NBN and perhaps the tech will swap the modem if the line is or is not working at the moment the tech happens to turn up.Q.But will he replace the modem with the same model TG799Vac or the the model which supercedes it the TG800Vac??? Answer.He didn't know and had no way of ascertaining this.
*2 He could/would have a new modem sent out by Monday which could be the same as the original or a new model.He couldn't or wouldn't say which,seemed like it was more than his job was worth to actually order the new model.
*3 Q. Can we could pick one up from nearest Telstra store and have it credited and drop off defective modem .No he could not do that either.
*4 Q. Could we speak to a person higher up the chain who could give assurances that we wouldn't have to pay for a new model modem to replace an obviously defective one (Did I note that during our entire phone conversation lasting some 45 min the modem was not responding either ethernet or WiFi and yet all the lights were vgreen). Answer. No we couldnt speak to somebody with higher authority.
*5 Q. Can we have the case escalated to a complaints manager? Answer.Yes they will respond to you in three days.
*6 Q. Can they authorise a replacement new model modem? Answer.Couldn't say.
So after all this all that was accomplished was that a complaints manager may or may not contact us as the person at Telstra refused to offer any job number or other way of tracking our issue.
And to think we only have eighteen long months to go with this company before we can escape.
