CrowdSupport®
Suzrel
Level 1: Cadet

i need a solution

This is a copy of the long winded chat online with Telstra with no solution as yet

Page 1

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Colin

You're connected with Colin

Colin

Hi Susie - how can I help?

Susie

I currently have DOT adnd we are moving but the location we are moving to has a home phone

connected , how will this work with DOT

Susie

Account number <deleted for privacy>

Colin

as long as DOT is available a t that new address we can have the number incorporated into the

DOT installation

Susie

 Riverside  broadband is not available but I am currently on NBN

woreless service

Colin

Susie may i ask you date of birth for security please?

Susie

<deleted for privacy>

Susie

<deleted for privacy>

Colin

and what is the main business number of your DOT service please?

Susie

<deleted for privacy>

Colin

You are well out of contract for DOT so you could simply just cancel it

Colin

Page 2

leave the connection that existis as it exists

Susie

I need the number as I am still conducting business

Susie

Can the business number be incorporated with the home phone service ?

Colin

what is the number where you are moving to please?

Susie

<deleted for privacy>

Susie

or could it be changed to the office number

Colin

just checking that for you now - wont be a moment

Colin

The numbers are at the same exchange - the only difference is that they have different legal

entities as owner - different company names.

Colin

Just need to change the old number into the new address company name and then we can do this

for you

Susie

yes that is correct . So can they be incorporated on one line?

Colin

it will be a matter of either replacing one with the other or you can have the old number redirected

to the new address but that costs $130.00 per year

Colin

did you want to keep the new address phone number as well?

Susie

not sure if it would affect my nbn connection

Colin

it will not effect it at all- it is simply allocating number functions at the exchange

Susie

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My preference would be to get rid of the <deleted for privacy> and replace with <deleted for privacy> and keep the

current NBN service connected currently to the<deleted for privacy>.

Susie

Is that doable?

Susie

How much notice is required to do this

Colin

certainly you can - its just a matter of changing <deleted for privacy> to match the name on the account for

<deleted for privacy> - is that one a personal or business account?

Susie

It is a personal at the moment but would need to be in the business name

Colin

it would seem thatthe number <deleted for privacy> is with a different provider is that correct?

Susie

no its with Telstra

Susie

<deleted for privacy>

Colin

sorry its the NBN that is confusing the issue - let me clarify for you - wont be a moment

Susie

sure

Colin

sorry - its a little complicated because of NBn and one being business the other personal so I

wanted to clarify before advisng

Susie

that's okay , I thought it would be

Colin

what you would best do is change the DOT account from the business name to the personal - then

cancel the DOT site and have the main business number there kept and replace 0353812293 with

it. does that make sense?

Susie

Page 4

Yes, can I them have what is currently my personal line put in the business name and does my

current home phone plan include no charge for redirecting calls to my mobile

Colin

then that would be opposite - this would involve relocating your DOT service to your new address

and replacing what exists with that - that address would then be changed into the company name

Susie

is DOT available at Riverside

Colin

let me check for you

Colin

should be as far as I can see

Colin

only way to completely confirm is to begin the process of relocation

Susie

okay I think it would be better to just change DOT to personal account and then replace <deleted for privacy>

with <deleted for privacy>

Susie

How do I go about this, how long does it take and can I set a deate for numbers to change.

Susie

Thank you

Colin

ok - I could start this by emailing you the business to consumer change of ownership form - what

is the best email for this please

Susie

<deleted for privacy>

Susie

Can you please also email me a copy of this transcript

Colin

Just had to get the option of a colleague on time frame but , as it is a little on the complicated side,

she expect about a month to complete fully

Colin

transcript will go when you sign off and i will send the form for you asap

Page 5

Susie

where can I find what my home bundle includes.

Susie

what happens to the mobile phone contracts on the account if I swap to consumet

Colin

I can transfer your chat to one of our consumer teams and they can let you know if you like?

Colin

the mobiles can be left as they are but they will need to set up on a separate business account of

their own first- easy thing to do

Susie

is there a form for that

Colin

you will loose the intra account calling feature though

Colin

separating the mobiles onto a separate account I can have that arranged for you easily

Susie

I need to be able to forward calls from the <deleted for privacy> to <deleted for privacy> this is currently included in

my plan

Colin

that could only be done if your current consumer plan includes such a functionality but that i am

unable to advise

Susie

One last question and then can you please hook me up with consumer.

Colin

sure

Susie

Is it possible to have the number <deleted for privacy> redirected indefinitely to <deleted for privacy>

Colin

sure - it would cost $130.00 per year

Colin

would you like to transfer you now?

Page 6

Susie

could I then cancel dot and have the consumer home account transferred onto business acoount.

Colin

i can see no reason why not

Colin

but it would also need to change to business plan

Susie

How could I do that and would I have to select a business plan if I don't have DOT and is there

one that includes call forwarding and intraaccount

Colin

no i do not believe there is- these are DOT functionalities

Susie

what about just the call forward part

Colin

call forwarding can be done regardless as the number the we are directing from currently exists

only at the exchange is is not part of any plan , business or consumer

Susie

So to summarize:

Susie

I can transfer/ add the <deleted for privacy> and NBN service on to my business account. Then organise

that the<deleted for privacy> be redirected to <deleted for privacy> and then cancel DOT and then select new

business plan for the number <deleted for privacy>?

Colin

yes but only DOT plans include intra account

Susie

what about biz essentials

Colin

i dont believe so but i can put you through to confirm this if you like - I am certain it is only a DOT

function

Susie

Can I combine DOT with my current nbn wireless service

Page 7

Colin

you can replace it with DOT

Colin

not combine

Susie

but there is no broad band available at riverside, so how would that work

Susie

but there is no broad band available at riverside, so how would that work

Colin

I did a search on the riverside address and there is nothing to indicate it cant be done

Susie

there is no broad band I can asure you we waiting three years without service until the NBN

Colin

now that you are on NBN this would be a different issue but I cannot advise on this - I can suggest

calling our NBN staff on <deleted for privacy> and they can let you know if DOT would be available on

NBN - I cannot see why it would not

Susie

Surely my nbn service can be used for dot instead of broadband

Susie

okay thankyou for your help. Can you please send me the form for transferring from consumer to

business please

Colin

I have just checked with my senior and he advised that the only time DOT cannot be on NBN is if

you are using wireless NBN which you have advised that you do- sorry

Colin

The form has already been sent for you

Susie

no that was business to consumer, I would like consumer to business please

Colin

ok will send that now for you

Susie

so I can;'t have DOT

Page 8

Colin

as far as I can tell but to confirm you would need to speak to our NBn staff

Susie

can you please hook me up with someone that can advise about business plans

Colin

certainly - please hold

Colin has disconnected.

We are currently transferring your chat to another consultant who will be able to assist you with your enquiry. Please stay online while the new

consultant joins.

Michael has joined.

Michael

Hi Sussie how are you today?

Susie

Can you please advise if there is a business plan that would incorporate NBN wireless, landlines

and my mobiles

Michael

you mean like a bundle plan?

Susie

yes

Susie

yes and not DOT as it is not available on wireless NBN

Michael

I'm actually from the adsl team and to get the wireless NBN bundle package you ill need to call the

NBN team I'll get their number for you as they don't have a chatteam

Susie

surely the business team would know whats available

Michael

This is their Tel#for NBN 1800059933

Susie

can I have information on business pland pleas

Page 9

Susie

hello

Michael

for adsl or for NBN

Susie

this is my situation.

Susie

please put me onto the business team

Michael

I'm with the billing business for adsl

Michael

for adsl the bundle package is the Biz Essential plan

Michael

the are 3 kinds

Michael

the biz essentiabasic $80 monthly 200GB data and calls to local included

Susie

this is my situation. I currently have a home phone service and nbn wireless. I also have my

business account which has dot adsl and my mobiles. I am moving my business to my home

where broadband is not available I need to keep my business phone number and be able to

forward calls from my business number to my mobile without extra charges as in be included in

plan. Please provide a solution

Michael

One of the issue is to forward you calls from the business phone to the mobile, this can be done

by the DOT team. moving your line from your business address to the home address will be taken

care off bu=y the relocation team

Susie

you are not understanding DOT is NOT AVAILABLE at my home please transfer me to someone

who is located in Australias

Michael

one moment

Michael has disconnected.

Page 10

We are currently transferring your chat to another consultant who will be able to assist you with your enquiry. Please stay online while the new

consultant joins.

Donna Deine has joined.

Susie

hello Donna,

Susie

I am getting batted around the system.

Susie

hello

Susie

is anyone there

 

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