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NBN connection is down, new modem won’t connect

My NBN went down sometime overnight this past Sunday/early Monday am. Contacted Optus and they booked an engineer for Tuesday but cancelled it when they decided the problem must be the modem. They sent a nee one (received on Thursday) and it doesn’t make any difference. It is plugged in & set up correctly but is not picking up the incoming signal. Optus say the line etc is working. Also, although a case has been raised no replies are coming back from my repeated enquiries and live chat just won’t help as it detects theres a case already. Tech support by phone say my ‘specialist’ who is handling the case will call. Meanwhile we have had to purchase a dongle and the signal from that is woeful. Can’t stream tv shows and our Fetch TV is only able to get the basic channels through the aerial. I am stuck with no service and no help!!
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Re: NBN connection is down, new modem won’t connect

Hi @Jules76, sorry to hear about your ongoing NBN connection issue and the run around. If you have received a new modem and the issue still continues then seems like a fault. Have you hear back from your case manager?

Since this is a public forum we can`t access customers account details here. I would recommend to contact us via Social media if you have an account by sending a → private message to Optus on Facebook or a → direct message on Twitter with the details for further assistance.

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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