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Leanne59
Level 1: Cadet

Account credit for outage

So had an outage for 4 full days of cable broadband and foxtel. When it is finally restored, I contact Telstra for account credit and I am told I am eligible for $3.50 for each day. $14!!!. Cost me well over $100 in extra mobile data and had no foxtel. Why is this amount so so small when their CSG page states $14+ per day? Appreciate any information or action.

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3 REPLIES 3
Level 24: Supreme Being
Level 24: Supreme Being

Re: Account credit for outage

Correct, they credit you for the approximate amount you would pay daily for your phone/internet bundle, to a max of $3.50 per day

 

You may also be able to contact FOXTEL faults via 131 999 and they may apply a credit for your foxtel service

 

Which CSG document did you see $14 per day?

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
Shakow
Level 5: Eagle Eye

Re: Account credit for outage

https://www.acma.gov.au/Citizen/Phones/Landlines/Phone-connection-and-repair/customer-service-guaran...

 

I think the $14.52 only occurs for a standard PoTs line

 

With NBN the consumer no longer has the same power for recompense

Level 24: Supreme Being
Level 24: Supreme Being

Re: Account credit for outage

That PSTN Guarantee does not cover internet + foxtel services. They are considered non essential

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale

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