I would like to know what is the service restoration time for a broken ADSL/Phone service. My ADSL/phone connection stopped working this morning. After calling support line, I was advised that Telstra would looking into the issue between now and 18/12. So in the worst case, it could take 5 days to fix my internet&phone connection issue. Sounds bit long. I would like to know if there is a service restoration time defined in the agreement between TPG and customers and between TPG and Telstra.
The ETR (estimated time of restoration) will depend on the complexity of the case and the availability of the technicians of our third party provider.
We understand that you were able to speak with our Engineers and have advised that the earliest commitment date that Telstra can provide is on the 17th of December.
Further updates will be given by your assigned Engineer as soon as it becomes available.