Hey there Cin Kat,
From what I can decipher of your message you are looking at disconnecting the service, so I would suggest as a first point of contact, calling 132200 and say "Disconnect" between 9am-9pm ACDT, speak to the disconnection team, they will be able to look into the situation, explain the service termination process and may also be able to assist in getting the issue sorted out... if it is just a faulty modem they likely would just have a new one sent out straight away...
If you still wish to take it to the TIO (the ombudsman), generally they will only take on a case after a formal complaint has to have been placed with the Telco in order to allow them a formal chance to resolve your issues... so you might find you need to lodge a complaint, and you can do that online here: https://say.telstra.com.au/customer/general/forms/Email-Complaint
or by phone on 132200 and say "complaint"
From what I can decipher of your message you are looking at disconnecting the service, so I would suggest as a first point of contact, calling 132200 and say "Disconnect" between 9am-9pm ACDT, speak to the disconnection team, they will be able to look into the situation, explain the service termination process and may also be able to assist in getting the issue sorted out... if it is just a faulty modem they likely would just have a new one sent out straight away...
If you still wish to take it to the TIO (the ombudsman), generally they will only take on a case after a formal complaint has to have been placed with the Telco in order to allow them a formal chance to resolve your issues... so you might find you need to lodge a complaint, and you can do that online here: https://say.telstra.com.au/customer/general/forms/Email-Complaint
or by phone on 132200 and say "complaint"