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charge for replacement modem

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Level 1b

I have just received an email saying I am being charge $60 for a replacement modem.  I am not happy as this has come on the back of issues I am having with regard to obtaining my ACCC refund.  I haven't had a replacement modem for over a year (and that was sent because we had had issues with no internet for 6 weeks). We were not charged a year ago and suddenly we are receiving an invoice.  Has anyone else had this issue?


Hi @Kewwi


Apologies for the trouble. 


I've reviewed the notes on your account and can see that you've spoke with one of our Account Specialists yesterday. 


This case is currently under assessment. Nonetheless, I've chased this now for you. 


We will be keeping a close eye on your case and will provide you with updates where possible.





Hi @Kewwi


I've checked your account and can now see that the modem replacement fee ($60) has now been removed on your account. 


Please let us know should you need further assistance. 

Level 1b
Thank you Erika. Much appreciated 😁

Hi @Kewwi,


You're always welcome. If you will have queries in the future do not hesitate to open a thread here in our community.


We're always here to help.


Have a great day! Smiley Happy