About 600 households in the Springwood, Faulconbridge and Winmalee area using the Telstra network, have been without the internet and/or a home landline since the storms of Saturday February 8.
Telstra regional general manager Mike Marom said crews were working hard to restore all operations by February 26 (depending on weather). With fire and floods damaging cabling since September across the state, it had been a challenging period, he said.
"It's complex work ... tracing back the line to each customer ... there may be issues such as burnt cables ... and the challenges with the weather." All customers should log their problem with 132203, he said.
Faulconbridge Public School did not lose internet coverage, but lost their landline. An Education Department spokesman said "the school has been contactable on its main landline number since the storm because that number has been diverted to a mobile phone ... the school is awaiting advice about the return of the landline service".
One resident still without internet and landline is Stewart Wilson, in Douglas Street, on the cusp of Springwood and Faulconbridge. Mr Wilson said he and his neighbours "are ropeable ... we're over it".
"It's impossible to talk to anybody about it," he said.
Mr Douglas said he had "extended waits" when he called Telstra on his mobile for answers. He also visited their store in Penrith for help. He has been told the service might be reconnected on either February 26 or March 4. His wife, a nurse, needs the internet for research, as does his daughter, a TAFE student.
"It's just a nightmare. It messes with your life. I know it's a first world problem, but we rely on it for communications and the imperative stuff, like the weather. It shouldn't take this long to fix a cable."
Another nearby resident, Mark Starcevic, said he has also been told the repair time could be February 27 or March 4.
"As we are in SPW26 [region] are on ADSL and the NBN is not live yet in Faulconbridge, this is double whammy of no home phone or internet. It's been a week now of no service and many others have the same issue."
One mother from Springwood, who asked not to be named, is also without the internet and home phone. Her son studies by distance education and has anxiety so he cannot use the library as an alternative study location.
Mr Marom said reports that a cable had been accidentally cut by a third party contractor had not been confirmed. The causes would be examined once services were restored. Customers could have their landlines rediverted to mobiles. Those with a Telstra smart modem would be able to work off the mobile network. There was no impact to the mobile network., he added. Mr Marom said businesses could seek compensation.
There is no central register where all phone and internet providers register outages, so the total number without the internet is not known.
