no adsl connection since last friday

[max93]

its been 5 days without internet at home, data on mobile is running out, customer service on the phone could not solve the problem, technician booked to investigate, but how long we need to wait? are we expected to pay for these days without service?

[Riezl]

Hi @max93, we're sorry to know that your service has been interrupted and we apologise for the inconvenience this is causing you.

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

The team lodged the case to Telstra who has committed to send a technician anytime between now and 28/Sep/2019.

We know how inconvenient to pay for a service that you are not getting as we are customers as well. We'll advise the team to assess a billing adjustment as soon as the issue is resolved.

The case engineer is closely monitoring this and will contact you as soon a a new update is received from Telstra. Thank you.

[max93]

no internet still, yet, i need to pay full price for your service. how ridiculous is this?

[Riezl]

Hi @max93, we have checked the status of your connection and it appears to be up and running for more than 2 hours now.

Our Engineering Team will assess a billing adjustment and further updates will be provided via SMS or a phone call.

Please note that this is subject for approval.

Should you have further queries, please let us know. Thank you.