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No phone or internet for weeks

andjan

Hi

 

I need some advice as I have escalated an issue and been assigned a Case Manager but he has not returned any of my calls. Is there some way of escalating that a case manager is not responding as i have been without phone or internet for weeks?

 

Background

I switched to NBN with Optus over 2 weeks ago and the service has not worked. I have been troubleshooting everyday as I work from home. I have had NBN tech return and advise that the connection is all good but still no internet or phone. I have had Optus send out another modem but still no internet or phone. I have reset/restarted the modem and router many many times as advised by optus support but still no internet or phone. I submitted a complaint to have a Case Manager assigned which was successfull but he is not returning my calls.  

Re: No phone or internet for weeks

SamSam

Sounds like you've done everything you can internally. I'd suggest the TIO now as it's really difficult to continue to escalate within Optus past where you already have.

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I do not represent Optus. The views, opinions and advice expressed in my posts are my own

Re: No phone or internet for weeks

andjan

Thanks for responding and will take your advice and escalate to TIO. Very disapponiting that no Optus representative has offered advice or help. Clearly the Optus complaints process is not followed by the Optus business.

Re: No phone or internet for weeks

AlexRH

Hey @andjan, I've replied to your PM Smiley Happy 


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