Fetch box needs replacing

[Nick76]

Tried contacting support over a week ago as my Fetch box is totally non operational. Had a "wonderful" dicussion with an "expert" who kept saying he does not have the authority to replace my MODEM... explained many times my fetch box is not working, nothing is wrong with modem. Matter was escalated but still have a non operating fetch box that appears will not be replaced. Any ideas how i can get this replaced to receive the service and equipment im actually paying for? Not happy... maybe the telstra t-box is an option...

[Tina_YC · Accepted solution]

Hey @Nick76, thanks for getting in touch with us. We're sorry to hear about your frustrating experience. Just so we're on the same page, does the Fetch box switch on at all? 

If you haven't already, we recommend messaging us via the My Optus app. Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible. If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook page or Twitter page for further assistance.

[Nick76]

There are no pictures, no graphics, no sound, nothing. My fetch mini works fine as a replacement but cant record and have all the featues. Problem is the fetch mini is for another room.

[Nick76]

And yes, have contacted, and chatted, it was escalated but have heard anything since after sending multiple follw ups.

[Tina_YC]

Thanks for getting back to us with an update, @Nick76. In that case, please send a private message to the official Optus Facebook page or Twitter page and our Social team will be able to give you a hand there. Tina.