If there is an issue with your current modem a replacement can be organised for you by our Technical Support team. They'll just need to do some basic troubleshooting to confirm that the modem is the cause for your issues.
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What type of internet do you have?
What suburb/postcode are you located in? Have you checked for any known outages? Enter your location and tick the Fixed outages box to have a look if that’s the issue.
Just a heads up as per the red advisory message on the right when you posted your question that we don't have access to or visibility of customer accounts here on our public forum.
If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.