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New Contributor OBroin
New Contributor

Landline not working since connecting to NBN

Hi,

Since connecting to NBN about two weeks ago, my landline has not been working. I thought the old phone may not be compatible so I changed it. That didnt work. I chatted online to Optus on Friday 14/9, they eventually told me it needed to be escalated to the "backend team"" and I would be contacted within 24 hours. Nothing back from Optus so went online chat again on Monday 17/9. After answering all gthe same questions again I was told that it needed to be escalated to the next level. I thought they had already done this, but apparently not. So it would now be between 24 to 48 hours before they contacted me. On Wednesday 19/9 after no contact from Optus I went online again, with the same result as before, they needed to escalate and would be back to me within 24 hours. Today Friday 21st, still no contact so I went online again. Again they told me the very same thing, it will be escalated to the next level and will be between 24 and 72 hours before someone contacts me. 

Is this typical of what happens or is my case unusual?

John (Sean)

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6 Replies
Crowd Champion SillyGogo
Crowd Champion

Re: Landline not working since connecting to NBN

What type of NBN do you have? Are you connecting your phone to the back of the modem or into the exisiting telephone socket on the wall? 


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New Contributor OBroin
New Contributor

Re: Landline not working since connecting to NBN

I've got "fibre to the kerb"I think that is what it is called. The phone is connected to the modem and the NBN box is connected to the wall socket.

Regards,

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Crowd Champion SillyGogo
Crowd Champion

Re: Landline not working since connecting to NBN

thank you for confirming the details. From what you are describing the connection paths are correct. It could be an activation issue on the back end. 


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I’m a Yes Crowd Champion (not an Optus employee). I share my knowledge on Yes Crowd on a voluntary basis. If I answered your question, please mark it as a Accepted Solution. If I helped you out, hit that Kudos button Smiley Happy
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RetiredModerator Shauna
RetiredModerator

Re: Landline not working since connecting to NBN

Hey @OBroin - sounds like you've been escalated to our case management team. Were you given any reference numbers we could look into? 


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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New Contributor OBroin
New Contributor

Re: Landline not working since connecting to NBN

Issue is now resolved. No phone call, no email, just a text to say the landline is now working. Hopelessly poor communication from Optus.

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Crowd Champion SillyGogo
Crowd Champion

Re: Landline not working since connecting to NBN

They tried many times but your phone was not working. 

 

Just kidding, good to hear that it is now resolved. 


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I’m a Yes Crowd Champion (not an Optus employee). I share my knowledge on Yes Crowd on a voluntary basis. If I answered your question, please mark it as a Accepted Solution. If I helped you out, hit that Kudos button Smiley Happy
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