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Joe7844
Level 2: Rookie

Constantly lied to by Telstra for 10 days - Smart Modem

For the past 10 days I have requested to have my 4G modem Back-up unshaped while I wait for a technician to fix my landline/adsl.

Each interaction, I was told to wait 24 hours and that they would unshape the connection but have lied to me each time.

And every single day they would tell me that it has been processed, then tell me to restart the modem and run a speed test, shortly after they would change the story and tell me that it was not processed and that they would submit a new request and push it to priority queue. I even got through to multiple managers who claimed to have pushed it through to priority queue and also promised to call me and have yet to call.


I was promised a call today from 8-10 am , but that didn't happen so I chased it up and was told I would be called by 2 PM the latest. Still no call has come through, no solution has been issued and no manager/employee has told me the truth regarding my complaint/service request.

 

SR 1-1958578172943
SR 1-1961203747196                       - Employee ID : D915937
                                                          - Employee ID : D885950

INT-1961203747194

INT-1962078776231

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3 REPLIES 3
Support Team
Support Team

Re: Constantly lied to by Telstra for 10 days - Smart Modem

Hi @Joe7844,
 

I'm really sorry to read that you're having a rough time getting your complaint resolved, I understand how frustrating this is and it's certainly not the experience we want for our customers.


I've had a look into the reference numbers you've provided and I can see that your complaint was raised on 24/03. It does take 3-5 business days for a case manager to contact you.

 

Sometimes there can be unforeseen variables which can impact orders such as unshaping, this is an issue that needs deeper investigation as to why the attempts have been unsuccessful. I'm confident your case manager will be able to get this resolved for you.

 

In the mean time, please let me know if you have any questions I can assist you with. 

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Joe7844
Level 2: Rookie

Re: Constantly lied to by Telstra for 10 days - Smart Modem

It baffles me that it took me deciding to leave telstra for my internet to work again. I've decided to leave telstra. And it was not just the 24th, there were plenty complaints that were obviously not lodged, and I have email proof of the conversations with the agents.

It doesn't matter now, I'm leaving Telstra.
Support Team
Support Team

Re: Constantly lied to by Telstra for 10 days - Smart Modem

Glad to hear you're back up and running, Joe. Appreciate your patience. Since you're contemplating disconnecting, please call us on 13 22 00, and say, 'Disconnect' at the voice prompt. 
You'll go through to our specialised disconnections team, who will do anything they can to resolve the issue and keep you as a customer. 
If not, they'll smooth the transition to a new provider. 
(They're open from 8am - 9.30pm AEST Monday-Saturday and 8am - 8:00pm AEST Sunday)
Please let us know how you get on. 
- Matthew.

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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