Yes, I agree and this is exactly what I have experienced for weeks and have not even been able to begin my service with them but am locked into their contract. I would be okay with it all if I could reach someone via any medium and they simply let me know I am on their list and in their cue but even this isn't possible...it's literally like they've closed completely and just have robotic messages covering basic responses (i.e. we can't attend to you)...and that's it. ... View more

Hi @Jolasung1,    Welcome to Community!    I've located your account and using your Community details and reviewed the interaction on your account.    We do offer free modem which normally comes with a 1-yr warranty; just like most electronic devices. Since the one you have since 2018 is no longer in warranty, we have sent you a loan modem for comparative testing and it did prove that the old modem you have is already faulty.    The reason why the service is not working is due to the equipment though we can see now that your internet is up and running for 6days using the loan modem we sent.    We provided you with an option to keep the loan modem for $50 only or you may get a new one of your choice.    Please let us know how you wish to proceed.    Regards, Ahra_G ... View more

Hi @trantamu, we can see that our Engineering Team has been in touch and discussed the status of your case.   We are still waiting for NBN Co. to confirm the reserved appointment and further updates will be provided via SMS or phone call regarding this.   We sincerely apologise for the inconvenience this is causing you. Let us know should you have further queries.   ... View more