Apologies for the trouble.
Since you have tried all checks needed, I can request for a test modem in which we can use to compare if it's going to give you the same experience or not. The test modem can be used for 14 days and you need to return it to us to avoid unnecessary charges on the account.
Once the equipment request is approved, the delivery of the loan modem will take 3-4 business days. Should we request a loan modem now?
If yes, can you please fill out the required details below and send this to us via Private Message?
For your reference: How do I private message (PM) in the community
No one contacted me. I will now be looking for a new provider. I can't use the service I am paying for. I will be reporting you to the ombudsman. You can't take people's money and not provide a service.
@Tee wow, that is crazy. Don't hold your breath for the test modem. I was rejected for that in the first place. So glad I did not sign a contract with them. After being a customer for three years pretty disappointing. Well Telstra here I come.
Sorry you feel this way. I understand that you might have a bad experience with us in the past but that doesn't mean that every customer has these unfortunate experiences with us. No provider would want to cause inconvenience to their customers.
Nonetheless, I understand that due to this issue, you've decided to cancel your service with us. I've now arranged a call from one of our Account Specialists tomorrow, 7 February between 10am - 11am QLD to discuss the cancellation of your account.
I've also now escalated your concern to our dedicated complaint handling department; customer relations. As part of our complaints process, a Complaints resolution case manager will be assigned as a sole point of contact and will be attempting to reach your contact information to discuss the concerns raised and work towards resolution.
Please allow your Complaints resolution case manager some time to reassess your case and understand the best approach in reaching a resolution.
They'll be contacting you via e-mail or phone call. Should you have a preferred contact time and number, please let us know via PM and we'll forward this to the team.
Hi @Tee, we can see that you have been in touch with one of our technical specialists who assisted you with the connection set up.
May we know if you are now using a different router?
If you are using a different router, please check if the connection will improve.
If the issue persists, feel free to message us so we can investigate further. Thank you.