How’s this for a kick in the guts!

I’d encourage everyone to lodge a complaint with ombudsman to get things moving.

Hi Hayden,

Thank you for reaching out and giving us the opportunity to address the concerns regarding the mobile coverage at your residential address, ##############, GILGANDRA, NSW, 2827.

As discussed with our network team, Our Level 3 faults team have provided their findings:

The main serving cell is GGAD at Gilgandra Silos. The cell carries fairly high peak hour traffic, impacting throughput speeds during the busy parts of the day, easing up later into the night.

Currently, there are no planned coverage expansions within your area. However, we are constantly reviewing our network, so this does not rule out the possibility of future improvements. We strive to create the most connected network possible, but sometimes it is not feasible to achieve signal penetration into every home due to various factors such as topography, location, population density, architecture, and external interference. Physical structures like basements, lifts, underground car parks, concrete buildings, tunnels, and road cuttings can block or inhibit coverage. Additionally, building materials such as steel framing and metallic window films can significantly impact indoor coverage. Geographic features like hills, mountains, and even trees can also affect signal strength.

Please keep in mind that due to these variables, Telstra does not guarantee indoor and outdoor mobile coverage. We understand that this can be frustrating and that limited access to your mobile due to environmental factors or the materials used in your home can be challenging. For situations like these, we often recommend antennas or satellite phones. If you wish to explore the possibility of augmenting your signal with an external antenna, you can find more information and pricing here: Telstra GO Repeater - Telstra. Alternatively, you can call our Smart Antenna team on 1800 305 307. Please note that Telstra is not currently prepared to provide any discounts or credits towards the supply and installation of an antenna.

Telstra invests more than $1B per year into our mobile network to ensure that we cover more Australians with consistently mobile usage. We also commit to having fewer dead spots and fewer call dropouts than any of our competitors. However, due to building interference, peak traffic congestion, and topography, we are unable to provide an immediate remedy to the coverage difficulty you are experiencing. We are consistently assessing measures to improve mobile coverage across our network.

For more information on Telstra mobile coverage, please visit the following link: Our Network Coverage & Rollout Maps - Telstra. Please note that the coverage maps are a projection and not a guarantee, as not all areas are physically tested.

As there is no further assistance we can provide regarding the coverage matter, I will be closing this case as dissatisfied, as I have not provided you with the outcome you were seeking at this time. My findings will be shared with the TIO and have been documented under case reference number 99125499.

Kind regards, 
Ljubica (Libby)
Customer Service-Specialist 
CEO Complaint Team
P    1800 241 787