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hkgirl
Level 3: Gumshoe

Cable - how can I find out for sure if this is available.

Answered

Nearly 3 weeks ago I went to a Telstra shop to set up cable broadband but was told it was not available in my apartment block in the heart of Melb. I was surprised given that it's not a new building and is centrally located. They suggested to me that it was because the building developers don't really involve Telstra properly. I find it interesting that there is a room on the ground floor called 'The Telstra Room' but hey whatever.

 

So I sign up for ADSL broadband with a phone line that I don't really want and wait for things to happen. Well two weeks later after a multitude of phone calls and emails we managed to establish the address. Hooray. So now the line is connected but when we plug in the phone it doesn't work. A technician came today and we realised that during some renos the line had been moved and perhaps wasn't properly connected. So we talked about what would be needed to fix that, like pulling off new splashbacks and cupboards. Then he said the easiest approach would be to connect to the cable. Cable, what cable - that's what I wanted in the first place?  He had been to see the building super and apparently there is cable. So, how do I check if that is really true before I pull the order and start all over again?

 

 

1 ACCEPTED SOLUTION

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hkgirl
Level 3: Gumshoe
Accepted Solution

Re: Cable - how can I find out for sure if this is available.

Thanks for your help.

 

I did use online chat and got some valuable information that helped me to progress this issue.

 

It's taken a lot of work and time but have finally established that the problem was not the cabling but just that Telstra needed to update the database to recognise our building. Mine has been done individually and now a 'corporate quote' has been done to get the other 200 odd apartments recognised. There are many happy people now in our building and I can report that I now have cable internet as of last Friday!

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12 REPLIES 12
Ben_F
Community Alumni (Retired)

Re: Cable - how can I find out for sure if this is available.

Guessing the "Telstra Room" is the MDF or something like that (ie: The central point where all the Copper Cabling comes into the house).

 

Easiest way to check if you have cable available is to visit http://register.bigpond.com/check-availability.do and chuck your address in.

 

B.

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hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

It's actually an apartment block with 28 floors. The 'Telstra Room' is quite a big room on the ground floor.

 

I tried to use that link you gave but it doesn't recognise my address. Only 5 apartments came up in the whole building which is pretty odd given there are 100's of apartments. My mother lives on a different floor and has a telstra account but that wasn't one of the 5.  Might explain why it has taken so, so long to establish the actual address at Telstra.

 

It seem there are a few problems with Telstra's address database. I've got an address problem at another property and it is not an apartment. My address for a normal house currently defaults to a Department of Human Services property 10kms away, and they have to manually override to get the right address for the bill (it didn't arrive this month so we received a call threatening to cut off the phone). Anyway, that's another problem, sigh...

Ben_F
Community Alumni (Retired)

Re: Cable - how can I find out for sure if this is available.

Our address database needs to be 100% accurate (based on council information) as its whats used to send E000 services to your address.

 

If they can't find the address, it might be a simple case of needing to add it, but the base address (1 Example St, Sydney NSW 2000) needs to be confirmed by a specialised team. If you chat with our LIveChat team, they can investigate what the issue is and hopefully get the address added and confirm what you can get.

 

B.

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Telstra (Retired)
Telstra (Retired)

Re: Cable - how can I find out for sure if this is available.


@hkgirl wrote:

Cable, what cable - that's what I wanted in the first place?  He had been to see the building super and apparently there is cable. So, how do I check if that is really true before I pull the order and start all over again?

 

 


Hi hkgirl, 

We can certainly request to dispute the initial service qualification test for Cable service at your address. In the case that your address details have not been updated in our database for Cable broadband,  it's a matter of submitting your address information to our specialised teams, to confirm if Cable broadband is avialable or not. 

 

As Ben F did mention, we do have a specialised team and our Live Chat crew can help you out with this. 

 

Alternatively, you can send me a private message with your full address details, a contact email address and a contact number, I'll be happy to get the ball rolling to find this information out for you.

Regards,

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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hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

Yes in theory it should be possible to get the addresses right but in practice that's not happening.

 

The one I am trying to get to understand if I can have cable has apparently been added yet it still doesn't appear on that link. My mother who lives in a diffferent flat at that same apartment block (for 7years) upgraded her package last year and the modem arrived with no flat number (luckily someone who knew her was in reception at the time of delivery and took the package) and it took several months to get the flat number added BACK on to the bill. So clearly there is a problem with the system here.

 

On my other property the council changed the postcode only, the address remained the same. Yet my bills starting going to a Department of Human Services property in a nearby town. I have been to Australia Post and the local council and both have correct records and say they can't understand where Telstra got the info from. Whilst I have got Telstra to change the address, they tell me they can only override it manually and can't change the default to this totally unrelated property. So I am expecting this to come back to haunt me.  I did also ask for the bills to be emailed to me since I live overseas and I got a few but that seems to have dropped off also. Hence the panic phone call from my daughter yesterday that they were going to cut off her phone AGAIN. They cut it off once last year because the bills got sent to a previous address I haven't lived at for 4 years.

 

I must say I am starting to lose patience with this and am becoming skeptical about the accuracy of things I am being told. I guess I just have to keep plugging away, because there isn't much choice...

 

Telstra (Retired)
Telstra (Retired)

Re: Cable - how can I find out for sure if this is available.


@hkgirl wrote:

Yes in theory it should be possible to get the addresses right but in practice that's not happening.

 


Considering you are getting nowhere in having your address details correctly updated in our systems, if you are happy to accept my help, please send me a private message with the details I initially requested for in my post. 

I'll be happy to investigate all accounts, to ensure you do not have to go through this dreaded cycle of invoices going to the incorrect address and to update correct account information. 

Regards, 

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

hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

Have done some further investigation today. Apparently there is cable foxtel which according to two technicians, one telstra and one other, means there can be cable internet. Someone from Telstra is supposed to call me tomorrow to sort this out. So, thank you for your offers of help but I think I will see what tomorrow brings before I pursue further with you.

hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

Done so google searching on the previous owner in the white pages and found that the street name is incorrectly spelt. I guess this would explain all the problems with the address!!

 

So now I am able to do the search for broadband above. Still says no even though the foxtel cable is there. It mentions something about getting the building 'back boned". What does this mean?

 

Thanks

Ben_F
Community Alumni (Retired)

Re: Cable - how can I find out for sure if this is available.


@hkgirl wrote:

Done so google searching on the previous owner in the white pages and found that the street name is incorrectly spelt. I guess this would explain all the problems with the address!!

 

So now I am able to do the search for broadband above. Still says no even though the foxtel cable is there. It mentions something about getting the building 'back boned". What does this mean?

 

Thanks


Back-Boning a Building (usually apartment complex) basically means pre-installing all the required equipment into the aparetment in one swoop. This is arranged in consultation between your Body Corprorate and Strata Company and Foxtel directly.

 

I would really reach out to Luis if he is offering to help you, as that team is some of the best.

 

B.

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hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

Ok perhaps I should do that prior to the call tomorrow. Just didn't want to waste his time.

hkgirl
Level 3: Gumshoe

Re: Cable - how can I find out for sure if this is available.

Thanks all, I think I might just get this solved and for others in my building as well. Will report any resolution.

hkgirl
Level 3: Gumshoe
Accepted Solution

Re: Cable - how can I find out for sure if this is available.

Thanks for your help.

 

I did use online chat and got some valuable information that helped me to progress this issue.

 

It's taken a lot of work and time but have finally established that the problem was not the cabling but just that Telstra needed to update the database to recognise our building. Mine has been done individually and now a 'corporate quote' has been done to get the other 200 odd apartments recognised. There are many happy people now in our building and I can report that I now have cable internet as of last Friday!

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