How to get a nbn hfc modem replacement

[Aozei]

Hi l lost my Internet for two days. My black box, all four lights on, my white box, Internet light is off. I think there's a high chance, the modem broken. If this is the case, how can I ask a replacement? Do I need to pay? Are there many models I can choose?

[Shane]

Hi @Aozei ,

Thanks for raising this to us, we'd love to help identify what causing issues with the service and check the status of the modem. To better understand the situation please shoot me a private message with your account details (Username/Customer ID together with the address on file).

How do I private message (PM) in the community 

Regards,

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@Aozei wrote:
Hi l lost my Internet for two days. My black box, all four lights on, my white box, Internet light is off. I think there's a high chance, the modem broken. If this is the case, how can I ask a replacement? Do I need to pay? Are there many models I can choose?

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