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AsianMan
Level 2: Rookie

No bill

I have not received any bill after activating my service. I contacted live chat and told me that my account status was "UNDER PROVISION" but I can confirm that my ADSL service is working properly. I have one of the new Telstra Smart Modem Gen 2 Kit and the backup Mobile connection is no longer working as my ADSL got activated. I called billing support and they also found a "misalignment issue" with my account. What is going on TELSTRA ?

It's been 2 months since I had my service activated.

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9 REPLIES 9
Support Team
Support Team

Re: No bill

Appreciate you coming through, AsianMan. Really sorry for the frustration. To clarify, your services are all up and running, but we've yet to send out any sort of bill? - Matthew.

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AsianMan
Level 2: Rookie

Re: No bill

Yes, I haven't received any online bill. In fact there was one bill #1414641613 for $0.00 last Feb 7.
I have already setup my direct debit.
Support Team
Support Team

Re: No bill

@AsianMan are you able to check whether there is a bill listed in My Account here:  https://tel.st/xlgvb

 

If nothing is listed, I would recommend speaking with our team on  https://tel.st/epkfz and they can check your account.

 

Let me know how you go.

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AsianMan
Level 2: Rookie

Re: No bill

Yes, I have spoken to them and even got a reference number - INT 1-1977775676499 and no reply. Not so sure how to followup with this number. It seems I get in an endless loop with you guys.
Support Team
Support Team

Re: No bill

Hi AsianMan, 

 

If this is yet to be resolved for you and hasn't been escalated for a Case Manager to assist further, I would recommend lodging your details here:  https://tel.st/eubwq and a Complaint Case Manager will make contact with you to assist with a resolution.  

 

 

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AsianMan
Level 2: Rookie

Re: No bill

Ok thanks IvanS. I have filed a complaint with number SR 1-2012219155052.
I hope this goes somewhere and not into some empty bin. I have been promised resolution 3x and I have lost trust.
Support Team
Support Team

Re: No bill

Thanks for providing that reference, @AsianMan, I've noted it here for you in case we need to assist further. Please keep us posted on how you go, and what your case manager advises when they make contact. I look forward to seeing this resolved for you.

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AsianMan
Level 2: Rookie

Re: No bill

Thank you, finally I got somewhere after filing the complaint form someone contacted me and advised escalation of my case. After 4 days I got notified of my service activation was completed and I can see billing would work as normal going forward.
Although it has taken almost 3 months I would say Telstra systems need a lot of improvement. Im an optimist and hopefully they sort it out for good. Thanks all who helped you know who you are. Good job!
Support Team
Support Team

Re: No bill

Hi AsianMan, Thank you so very much for getting back to us with the good news that all has now been resolved. I shall also pass on your feedback. 

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