We would like to share our recent experience with Telstra with other unsatisfied customers.

In early December last year, our computer modem suffered a power surge.

Upon contacting Telstra, a new modem was arranged to be sent to us.

On arrival of this new modem it was found that Telstra had not listened to our requirement as this modem which was about the size of a mobile phone had nowhere for us to connect any of the existing cables.

After the mandatory two hour wait on the phone with some person on the other side of the world, Telstra finally understood that we needed an additional cable to connect to our equipment.

This took another two weeks to arrive only to find that we could still not connect to the internet.

Another one and half hours later on the phone again, we were told on numerous occasions to access the internet and we could be helped.

The penny finally dropped with Telstra that this could not be done as we had no internet.

Telstra then stated that they would send out a technician to fix the problem in two weeks time.

Then two days prior to the technician coming, we were contacted by Telstra to say Telstra did not come out to our area and for us to contact another service in Orange.

This technician from Orange arrived and then spent the next two hours on the phone with technical support when he could not get an internet connection either.

Finally, Telstra agreed to send another modem as the one we had seemed faulty.

The technician left and a short time later we received a call from Telstra stating we would have to pay $220 for a new modem with no backup that this would fix the problem and they would not be sending any technicians.

This was the final straw and we cancelled our internet with Telstra on the spot.

With Telstra's great customer service, within 30 seconds our internet was disconnected yet it had taken us several days and hours to try and have the problem fixed.

We had been long term customers with Telstra, yet in a flash they dropped us.

We would like to know when someone based in Australia is going to take on Telstra's customer service.

Roy Adams

Lachlan Valley Way,

Cowra