Despite the telco’s assurances that last week’s huge outages have been fixed, many customers across the country are still unable to connect to their NBN and ADSL services. Service is gradually returning, with Telstra advising customers to regularly cycle their modems to attempt to connect to the network, but it’s been a rough four days for Telstra in a year that’s been full of major outages.
Telstra experienced a massive outage to its NBN and ADSL services on Friday, with customers across the country reporting a lack of service.
NBN & ADSL customers may have difficulty connecting to the internet. We’re working to restore ASAP. For updates https://t.co/P9KGpiJt1e
— Telstra (@Telstra) May 20, 2016
It was reported to be fixed later on Friday by the telco, with the large majority of services going back online. There still seem to be a huge number of people who have been without internet for the past four days — though subsequent service updates claim these difficulties are only affecting “a small number of customers”.
All NBN voice and data services and ADSL services affected today were restored earlier this evening.
— Telstra (@Telstra) May 20, 2016
We’re aware a small number of NBN & ADSL customers are still having residual service difficulties. For updates visit https://t.co/P9KGpiJt1e
— Telstra (@Telstra) May 21, 2016
The last official update on Twitter was posted on Friday night, but tweets to the telco’s account show that plenty of customers have still received no update or restoration of service.
@Telstra Day 4 & still no internet, call & just get told we’re aware of the issue in your area, when will it be fixed!!!!! #notgoodenough
— Michmichelly 888 (@michmichelly) May 22, 2016
@Telstra so the whole weekend no internet and still down. No update and ran through your troubleshooting. When are you going to fix this
— Cameron Walsh (@walshy66) May 22, 2016
@Telstra Still no NBN internet in Corrimal 2518. Yes, have rebooted router. TG799vac. Any new info since yesterday’s 4.55pm update?
— Ricky Onsman (@onsman) May 23, 2016
As if this isn’t enough, customers are having one hell of a time just trying to get onto Telstra’s customer service. As often happens with these kinds of widespread outages, the customer service lines are experiencing huge wait times.
@Telstra 45 mins and counting waiting on the phone to find out why my internet service hasn’t been connected. #nobodypicksup
— Natalia ?? (@natyibetta) May 23, 2016
@akaGems_ I don’t have exact numbers, but it’s enough that I’ve been given scripting on how I should apologise to people for how long 1/2
— Telstra (@Telstra) May 23, 2016
@akaGems_ 2/2 they have had to wait in the queue =S -Dylan
— Telstra (@Telstra) May 23, 2016
As with their other recent outages, however, Telstra has confirmed that they will be offering free data in apology for the outages. “We understand this has been frustrating for affected customers and we will be providing them with some additional data,” Telstra said in a statement.
@skye_crowe Hi Skye, We will be providing our customers impacted with some additional data. We will be contacting customers 1/2
— Telstra (@Telstra) May 23, 2016
If you’re still experiencing problems, you can check the status of your area’s service here.