Telstra reception may be disrupted by either congestion or obstruction or a combination of both between the physical ICU. As you say works on 5th floor. Might even work just down the corridor. Type of phone can be an issue as well.
That's the funny thing about wireless services and why they are totally unsatisfactory to replace terresstrial broadband for large numbers of users in uneven topography, within parts of buidings with sheided cores or in heavily trafficed areas. It's far more variable than people realise.
TLS Price at posting:
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