Ed, Around January 24 my old Telstra modem died after many years of faithful service. I rang Telstra spoke to a Pilipino lady who’s English was easy to understand and had the line checked for faults, she confirmed that it was indeed my modem. So I placed an order with Telstra for a new modem that duly arrived on February 9. After the usual problems with windows 10, I rang for assistance from a Pilipino lady who was very helpful and we managed to get my computer working. Next was to get my wife’s 6 months old note book wireless connected, I had no problems connecting this to the old modem however this new modem was not cooperating so once again I rang the friendly Pilipino service, she was having problems and after several failed attempts she advised that the Gold Service would ring me. Around 4 hours later an Australia man rang me, I explained that my old Telstra mobile was replaced with a new T-Gateway modem supplied by Telstra. I was astounded when I was told that the charge would be $120. When I question why the charge his answer was I had not purchased the notebook from Telstra. After being certain that he understood that new modem was the problem. I let him know that as a customer for over 40 years I believe I used the word bulldust as this conversation was being recorded for training service. John Riggall, Maclean