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No ADSL in Alexandria NSW

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Level 1b

Our broadband connection stoped responding on 28/12/18. We have called and been told an issue exists in the area and Telstra are in the process of finding/ fixing the Fault.

If this is a larger issue than just us why is it not listed on your service status page?

OR

Is the fault only with us. This information would be quite helpful..

AND

When can we expect this problem to be fixed. Will Telstra work through the public holiday?

With aged parents who use only landlines it is concerning they will not be able to reach us.

Any information you can give would be appreciated 

5 REPLIES 5
Moderator

Hi @Stevebob,

 

Welcome to TPG Community!

 

We have located the account using your community details and we can see that this issue has been escalated to our Engineering Team.

 

The Team has identified a fault on the line near the telephone exchange and they have lodged this to Telstra who has committed to send a technician anytime between now and 04/Jan/2019.

 

We understand the need for a working service and we will chase this matter with our Engineering Team to ensure that this will be prioritised.

Level 1b

Thank you for the reply. Let’s hope the issue can be resolved ASAP.

Although previous experience with Telstra has never been above average.

 

Moderator

Hi @Stevebob, we have already made a follow up with our Engineering Team and they have tried to contact you, but to no avail.

 

As per checking, your concern has been raised to Telstra's management and the case has been put on high priority.

 

Further updates will be provided by the case engineer via SMS or a phone call.

 

Let us know if we can be of further assistance. Thank you.

Level 1b

Hello Riezl 

thanks for your latest reply.

We did indeed have a call from TPG at 9.51 As it rang for a very short time we were unable to answer the call in time. A text was sent to us at 9.53 asking for a time to call. We replied at  10.17 and at 10.47 stating  that “now is the time to call.”

we are happy to talk to the TPG engineer team or anyone else to help resolve the issue,but is this not now a Telstra matter.?

 

we can be texted or called  at anytime and we have a firm grasp of the technology involved.

 

looking forward to a resolution.

Steve

 

Level 1b

Big thanks to all.

Service restored as advised. First problem we have experienced. So TPG still my recommended provider.