Recently the original (and very basic) modem I got when I signed up with TelstraClear started playing up and, after a few calls to their technical team and finally confirming it was the modem, I negotiated with them yet again. Now I have a new wireless modem on the way. (At no cost to me :)
I can't fault TelstraClear at all, and nice to see one of their reps keeping tabs on things here. The art of negotiation is a great thing to try and master. Try it in regard to things like this forum topic and you might be pleasantly surprised. Most companies would prefer to keep current paying customers than loose them to the opposition.