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Trog_Hater
Level 1: Cadet

Credit

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Firstly the situation; my area has been without cable internet since last Thursday (we did get it back for a day and a half on Wednesday), most people probably blame Tel$tra but personally I think it was the Troglodytes installing NBN in the area likely confused a stray dog for a mammoth and tripped over our cable while trying to run it down for lunch.

Anyway to my queries:
1/ I'd like to know how I go about claiming a credit on my bill for the days of missed service. Will I do that after the bill comes in or can it be done so that the next bill will take into account these and any further days without service? or perhaps it is automatic?

2/ I am wondering about the possibility of Tel$tra waiving the cost of the Gen 2 Smart Modem I had to purchase so that my autistic boys stopped raging about no internet (seriously I had the worst 4 days of my life before the Smart Modem showed up) and so that my daughters could do their school and college work. I wouldn't have needed this modem after all if Tel$tra was able to supply the service I am paying them for (even if this is the NBN Troglodytes fault). I was moved onto a new plan which included the modem to get it but frankly I wouldn't have needed it if the service wasn't down and if Tel$tra had given it to me like I requested when I last changed plans (at the time it was "new customers only!").

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Credit


@Trog_Hater wrote:

Firstly the situation; my area has been without cable internet since last Thursday (we did get it back for a day and a half on Wednesday), most people probably blame Tel$tra but personally I think it was the Troglodytes installing NBN in the area likely confused a stray dog for a mammoth and tripped over our cable while trying to run it down for lunch.


That is certainly a scenario that cant be ruled out

 

1. Once the service is back up and going, contact billing and they should provide credits for the days it is out. Unfortunately they wont provide credits until its resolved so the start and end dates are clear

 

2. Raising a complaint would be your best avenue for this one. At the very least you won't be worse off by raising one

https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...

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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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Credit


@Trog_Hater wrote:

Firstly the situation; my area has been without cable internet since last Thursday (we did get it back for a day and a half on Wednesday), most people probably blame Tel$tra but personally I think it was the Troglodytes installing NBN in the area likely confused a stray dog for a mammoth and tripped over our cable while trying to run it down for lunch.


That is certainly a scenario that cant be ruled out

 

1. Once the service is back up and going, contact billing and they should provide credits for the days it is out. Unfortunately they wont provide credits until its resolved so the start and end dates are clear

 

2. Raising a complaint would be your best avenue for this one. At the very least you won't be worse off by raising one

https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...

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
Trog_Hater
Level 1: Cadet

Re: Credit

Thank you Yastiandrie that was extremely helpful. I think the NBN guys are trying to fix our connection at the moment, at least I saw a bunch of them gathered around the box grunting and wacking it with clubs, somehow I don't fancy our chances.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Credit

I'd start getting concerned if they figure out the secret behind fire
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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