scotty66
Level 1: Cadet

Back of house team

Answered

Hi I'm having a nightmare of a time to just connect to the NBN. It started in February this year when I signed a pre-order for the NBN which was finally connected to my area at the end of June. On the 2nd July I rang Telstra to confirm my order was going though but instead I was told my order was stuck in the system and had to do another order, which I did and I was told I would receive a new smart modem in about 5 days. After a couple of weeks nothing had happened so I rang again to be told my order was in provisionary state and to wait longer, which I did. On the 19th July I rang Telstra again as nothing was happening and a guy told me that if I put another order in it will fast track my connection, so once again I did ANOTHER order. Waited until the 31 July and rang Telstra complaints as this was becoming a joke, Telstra complaints answered which quickly transferred me to NBN sales where I was told a P.E.T form was the problem which was waiting to be returned to a case manager ( the same P.E.T form that they told me they were waiting for on the 10 July and wasn't submitted until the 17July!!) 

Waiting waiting waiting until the 9 August and nothing has happened once again so rang up complaints and this time was told the order we had for $69 100GB doesn't exist and we had to put ANOTHER order in, I stuck by my guns and said NO we signed a contract for $69!! So I had to do ANOTHER order to get the $69 plan (if you've lost count this is number 4!) 

I had lost my patience by this time and place a complaint with the Ombudsman and a post on FB which generated a response from Telstra who gave me a complaint number. 

On the 12th August I received a message from a Complex Complaints Resolution-Specialist who basically told me that the pre-order that was submitted wasn't put into action in the specified time and is now stuck in the system which is preventing new orders. This is the cruncher, she said they don't know how to cancel this order to get me connected, so we have to wait until they can figure it out.

Today 21st August I received an update from my case manager specialist who basically said she is working with the back of house team and should get an update on Friday or next Monday!

Can someone tell me what is/does the back of house? I've never heard of that term before.

So here I sit waiting waiting waiting waiting.........waiting just for a NBN connection!

Can't the order just be selected and hit delete, why is it so complex to just cancel a order?

1 ACCEPTED SOLUTION

Accepted Solutions
Support Team
Support Team
Accepted Solution

Re: Back of house team

Hi @scotty66 I can certainly understand that this has been a frustrating and confusing experience for you, and I do apologise. Regrettably very little when it comes to service orders and system requests is as easy and pressing a button, but I do understand that without background knowledge it can see like it should be more simple than it is. 

 

Back of house (BOH) just means internal/not customer facing (where front of house FOH means customer facing) These are our background system techs and processing teams for example. As you've mentioned your order has required a PET form this means that a FOH consultant you have spoken with has escalated a system based issue to a BOH specialist to resolve within our systems. Regrettably this can take time depending on the cause of the issue, the required fix, and current work loads and available resources. 

 

We would very much like to get you connected as soon as possible now that NBN is available to your home, from what you've described this matter is in hand and we're working on it fr you, but again I apologise or the unexpected error and the time this is taking to fix for you. In the meantime do you still have access to your original internet service?

 

You have mentioned you have a complaint reference, can you provide your SR 1-xxxxx case reference there and we'll be happy to follow up with your case manager for an update for you? 

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.

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4 REPLIES 4
Level 22: Superhuman

Re: Back of house team

Back of house is the department who raise the various internal orders  for Telstra and NBN.

You can't go any higher than the group who are managing your issue.

 

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".
Support Team
Support Team
Accepted Solution

Re: Back of house team

Hi @scotty66 I can certainly understand that this has been a frustrating and confusing experience for you, and I do apologise. Regrettably very little when it comes to service orders and system requests is as easy and pressing a button, but I do understand that without background knowledge it can see like it should be more simple than it is. 

 

Back of house (BOH) just means internal/not customer facing (where front of house FOH means customer facing) These are our background system techs and processing teams for example. As you've mentioned your order has required a PET form this means that a FOH consultant you have spoken with has escalated a system based issue to a BOH specialist to resolve within our systems. Regrettably this can take time depending on the cause of the issue, the required fix, and current work loads and available resources. 

 

We would very much like to get you connected as soon as possible now that NBN is available to your home, from what you've described this matter is in hand and we're working on it fr you, but again I apologise or the unexpected error and the time this is taking to fix for you. In the meantime do you still have access to your original internet service?

 

You have mentioned you have a complaint reference, can you provide your SR 1-xxxxx case reference there and we'll be happy to follow up with your case manager for an update for you? 

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

scotty66
Level 1: Cadet

Re: Back of house team

I'm getting all sorts of emails about new plans that I've been connected to from Telstra so a bit unsure what is going on, hoping it's all part of them sorting it out. If you could tell me how close or how much longer before I'm connected to the NBN would be great. My Ref. number is        SR 1-2154571868991 

Highlighted
Support Team
Support Team

Re: Back of house team

Hi Scotty, 

 

Sorry for the delays with your NBN and I can understand this would be pretty inconvenient. This isn't a page we can provide you with your account specifics sorry. This is a support page where the community will try and assist with Telstra related questions. It would be best to have your case manager discuss this with you. Please let us know if you have trouble with them confirming this for you though. Or I can ask them to contact you if you have trouble getting hold of them. 

 

 

 

 

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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