'Welcome on board the Telstra five day hell': Furious customers are still without internet days after a network meltdown - despite the telco claiming the issue has been resolved

  • Telstra suffered network outage on Friday affecting internet services
  • Customers said they still had no access on Monday night
  • Telstra say the issue is resolved, but angry customers disagree 
  • Outage has affected 375,000 phone and internet customers
  • Comes after 12-year-old boy arrested for destroying Telstra wire box
  • Boy allegedly set fire to cables in Taree, NSW, on Wednesday night 

Telstra customers say they still have no internet access four days after Friday's network failure - but the company claims the issue has been resolved.

The telecommunication giant said the network meltdown which left thousands without internet and phone access had been fixed and blamed customers' modems for continued disruptions.

A Telstra spokesperson told Daily Mail Australia on Monday: 'The network issue affecting NBN broadband services has been resolved but we are aware a small number of customers are having trouble connecting their modems.

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Telstra customers say they still have no internet access four days after the telco's network failure - but the company claims the issue has been resolved 

Telstra customers say they still have no internet access four days after the telco's network failure - but the company claims the issue has been resolved 

Angry customers took to social media on Monday saying the problem hadn't been fixed. The telecommunication giant blamed customers' modems for continued disruptions

Angry customers took to social media on Monday saying the problem hadn't been fixed. The telecommunication giant blamed customers' modems for continued disruptions

Telstra is spending and extra $50 million to upgrade monitoring systems and improve recovery times following a series of embarrassing network outages in 2016

Telstra is spending and extra $50 million to upgrade monitoring systems and improve recovery times following a series of embarrassing network outages in 2016

'For customers with connection issues, we are asking them to please restart their modem to help make a connection.' 

But angry customers took to social media late on Monday insisting they still had no internet access.

'Welcome on board the Telstra five day hell,' one said, complaining that she was on hold for three hours trying to get answers from technical support. 

'Fourth day with no internet, maybe Telstra should try to fix this issue instead of just saying it's fixed,' another posted. 

'Four days without internet access is bloody ridiculous! Telstra should be replacing all modems for free immediately,' said another disgruntled customer.

The troubles for the telco provider comes just days after Telstra's chief executive Andrew Penn pledged to improve the company's customer service.  

The troubles for the telco provider comes just days after Telstra's chief executive Andrew Penn pledged to improve the company's customer service

The troubles for the telco provider comes just days after Telstra's chief executive Andrew Penn pledged to improve the company's customer service

Speaking at the American Chamber of Commerce lunch in Melbourne on Thursday Mr Penn said: 'No operator can guarantee that disruptions will not occur from time to time but what we can do is reduce the likelihood and the impact of them, we are committed to rebuilding the trust of our customers and exceeding their expectations every day.'

Telstra is spending and extra $50 million to upgrade monitoring systems and improve recovery times following a series of embarrassing network outages in 2016. 

A Telstra message sent to Perth Now on Friday morning shows the failure affected up to 350,000 NBN voice and data customers in New South Wales, South Australia, Queensland and Western Australia.

25,000 ADSL customers were hit in South Australia and New South Wales.

The message blamed the outage on a 'large number of re-connection attempts from customer modems,'Perth Now reported.  

The failure affected up to 350,000 NBN voice and data customers in New South Wales, South Australia, Queensland and Western Australia

The failure affected up to 350,000 NBN voice and data customers in New South Wales, South Australia, Queensland and Western Australia

The telecommunication giant said that the initial problem on Friday had been fixed and now blame customers' modems for internet disruptions

The telecommunication giant said that the initial problem on Friday had been fixed and now blame customers' modems for internet disruptions

Disgruntled customers took to Twitter to vent their frustration at the embattled telco 

Disgruntled customers took to Twitter to vent their frustration at the embattled telco 

This comes after a 12-year-old boy allegedly broke into an underground Telstra wire box before hacking through cables and setting them on fire on Wednesday night in Taree, New South Wales, leaving thousands without internet or phone service, The Northern Star reported.

Telstra has not confirmed that report.

'Customers with NBN voice and data services and ADSL services may be having difficulty connecting to the internet,' the telco said in a statement released on Friday morning.

'We apologise to customers and are doing everything possible to restore services as quickly as possible.' 

On Monday Telstra recognised that customers where still having connection issues and apologised for the inconvenience

On Monday Telstra recognised that customers where still having connection issues and apologised for the inconvenience

'The issue commenced early this morning and is impacting NBN-based services and a small number of ADSL services. Services are in the process of being restored.'

'Please note significant restoration has occurred but we still have some residual customer impacts, mostly in parts of NSW,' a Telstra spokesperson said at 11.30 on Friday. 

On Monday Telstra recognised that customers where still having connection issues and apologised for the inconvenience. 

'Any customers who continue to have a problem, we ask that they please contact us on 133933 so we can troubleshoot the issue for that particular type of modem.' 

The latest outage is the fourth for Telstra in the past four months.  

The main problems listed on Aussie Outages relate to internet, network reception and phone issues 

The main problems listed on Aussie Outages relate to internet, network reception and phone issues 

Telstra's latest outage has affected 375,000 phone and internet customers across Australia 

Telstra's latest outage has affected 375,000 phone and internet customers across Australia 

Telstra has been slammed by customers on social media after the carrier suffered another network failure affecting its phone and internet services across Australia 

Telstra has been slammed by customers on social media after the carrier suffered another network failure affecting its phone and internet services across Australia 

25,000 Telstra ADSL customers were affected in South Australia and New South Wales 

25,000 Telstra ADSL customers were affected in South Australia and New South Wales 

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