We are seniors in total isolation and rely on Internet for Telehealth, my voluntary work and entertainment.
Our ADSL2 line dropped out after a power failure (branch fell on power line) on Thursday 2 April. Strangely our phone landline is still working - only Internet is lost.
I factory reset modem; tried 2 other modems; tested wifi connections from iPhones/iPads; checked Windows10 settings; installed driver from CD; even ran some config diagnostics on the PC with technical guidance.
Since 2/4/20, I have contacted OPTUS via MyOptus App; undertaken 1.5 hour phone calls to Customer Care Centre without getting through as system fault disconnected me (twice); used Facebook messenger. My contact to OPTUS has been daily and I have been given 2 case reference numbers with promises that Senior Technical Team would get back to me. Today 9/4/20, I still have not heard anything.
I just want the line tested in order to eliminate that the router is not the problem as I don’t understand why the telephone works. I also note there is an Internet Assistance Package that OPTUS will provide - this has never been offered.
Any suggestions what next?
UPDATE: 11/4/20 Have just received phone call from OPTUS who have determined connection is definitely out and a technician is to come. Patience in this troubled time is a virtue I do not have much of - the call did make my day.