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brad26
Level 4: Private Eye

Back of house team - are you there?

 

 For the last 2 weeks since being connected to the nbn I have experienced regular drop outs ( service drop outs ). Originally approx 30 per day ( at least ). Now about 20 a day ( it could be more ).

 

I have spoken to the people in the Phillipines many, many times. Apparently it has been escalated etc, also a stability profile was added also.

 

I received a call last Friday from the back of the house team.A female telstra rep from Townsville. Saying she was monitoring my service and logging the drop outs . She said before NBN will send a tech out to my address they had to have me try 2 things. One was to connect my modem (tg799) to the first phone point. The second thing was to try a different modem. She says she would send me one. It arrived this morning 5/12/16 Monday.

 

This second modem was a Sagemcom. Also this morning I had a missed phone call from Danielle. An Australian telstra  voice who asked me to ring 1800811612 to discuss my service. When I tried to ring back ( twice ) I ended up back over in the Phillipines where in both instantces they had no idea what I was on about. I was just trying to return a call regarding my ongoing service difficulties.

 

The last time the Phillipino rep wanted to start fault finding all over again. I thought some progress had been made on my case but you would not think so. Anyway this second moden still drops out so obviously it is something else going on.Probably outside my premises. This second Phillipino rep said she would book an appointment with an nbn tech , which apparently she did for Dec 7. But this rep was so " confused " I doubt anyone will show up. I need to speak to someone - preferably the back of the house team in Australia. The Phillipino rep did not believe the Sagemcom moden was a telstra modem. Said the only modem telstra uses was the tg797,799and 800.

 

The most frustrating thing about this whole episode is not being able to contact people ( in Australia ) who can actually do something. I must have spoken to 7 or 8 different people in the Phillipines and they have helped me not one bit.

 

Can someone please contact me.

 

Brad Moore.

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3 REPLIES 3
Telstra (Retired)
Telstra (Retired)

Re: Back of house team - are you there?

Hi Brad, 

 

Sorry for the delay in responding to your concerns. 

 

Have you been able to progress your concerns since you posted, or did you still need assistance? 

 

Kind Regards 

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brad26
Level 4: Private Eye

Re: Back of house team - are you there?

I'm still in the dark regarding any "progress" on my case.

My case number is 162231666.

Any information on current status would be appreciated.
Telstra (Retired)
Telstra (Retired)

Re: Back of house team - are you there?

Thank you for providing that reference number. I have had this followed up and they have identified that there are still signs that your service is disconnecting and we have re-escalated this to NBN Co for further investigation. 

 

I can confirm that the Sagemcom F@ST 5355 modem is one of the new modems that we are providing customers for ADSL and NBN services.  I apologise that you were incorrectly and that the consultant didn't have information about that modem.

 

- Shelly

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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