We truly understand the importance of having a working service, @MinB.
We rely on our wholesale partner, Telstra to provide the service therefore we are subjected to their connection timeframe as well as scheduling. Whilst we endeavour to make the service available to customers 24 hours a day, 7 days a week, the service is not fault free and we cannot guarantee an uninterrupted service, or the speed, performance or quality of the service. There are many factors outside of our control which affect the services, such as but not limited to; the performance of third party suppliers and equipment and force majeure events
Nonetheless, our Engineering team is coordinating directly with Telstra in working towards a quicker resolution.
Any updates will be provided as soon as they become available.
One of our Engineers tried to contact you earlier today to provide an update on the current case progress unfortunately no avail. It seems that there is no more pending troubleshooting required based on the case progress, this has been escalated to Telstra and advised us that they will send out a Field technician to check the service on or before 12/02/2020 end of business days.
Updates will be provided when it becomes available via SMS or Phone call. we apologise for any inconvenience, let us know should you require further assistance.
One of our Engineers contacted you earlier today. Our Technical Support Hotline is currently receiving a high volume of calls, we apologise for the inconvenience. Based on the latest log on file, Telstra told us that the Estimated Time of Resolution on the ongoing fault is until end of business day tomorrow, Feb 13 2020.
If you're having issue with your mobile reception, please send us the Customer ID of the account. So we can raise this with our Mobile Technical Support Team.