I could write a novel here about Telstra and our Internet connection......... but long story short............
We ended up getting Telstra Country Wide to half sort it, they are still on it now. Not sure if they cross the River into Richmond though ?
Also we are a test case for 2UE and Telstra at addressing customer concerns. Just got lucky and called 2UE at the right time.
Initially they said they wouldn't help, cause if they helped everyone that had a Telecom complaint that's all they would do all day
Like Glen said, go to a Telstra shop its the only way to speak to someone in Australia who is even any hope of doing anything.
Do not waste your time speaking to overseas reps.