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jbilman
Level 1: Cadet

How to contact the online sales team?

Answered

Really frustrated. A few weeks ago I got the email from Telstra saying NBN is here and we're made it easy for you to switch your home broadband to the nbn. Just click here. So I did.

 

To cut a very long story short (involving probably two hours so far on the phone being shunted from place to place) - don't order online - talk to someone on a phone. My order, despite saying in a very convincing email that it went through, didn't. So the email that said be home on a certain date for the technician - well the technician didn't come. But my ADSL did get cut off!

Eventually I got someone to come out to put it back on so I thought - good. Then waited yesterday for the nbn to be connected as it was supposed to (shouldn't have listened to that email confirmation - again). No surprise - that didn't happen.

 

So I ring today. Seems the order didn't go through properly (nice if I had been told that last week) so it has to be deleted and re-done. However, talking to sales - they can't delete it from their side. Was advised to go on to online sales via Telstra 24/7 chat. Problem is when I go onto that I am advised to ring 13 22 00 and say "nbn". I feel like I'm going in circles.  No wonder Telstra has got a bad reputation. The people I've dealt with have been okay - but the systems are rubbish - starting from that initial email that said how easy it would be to upgrade to nbn online.

 

Since I can't contact anyone regarding my issue online I suppose I will have to call again. I get the feeling I will get the regular sales team again and not the online team - but what choice to I have? You would think a business would make it as easy as possible for their customers - not this hard.

 

 

 

 

 

 

1 ACCEPTED SOLUTION

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

Re: How to contact the online sales team?

I would suggest trying to call 1800 676 088, Available 8am – 9pm AEST/AEDT.

Otherwise for NBN you are always best to call 1800TFIBRE instead of 132200 anyway as it goes directly to the NBN specific team, who really should be able to find the online order and cancel it for you... should...
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

View solution in original post

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2 REPLIES 2
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: How to contact the online sales team?

I would suggest trying to call 1800 676 088, Available 8am – 9pm AEST/AEDT.

Otherwise for NBN you are always best to call 1800TFIBRE instead of 132200 anyway as it goes directly to the NBN specific team, who really should be able to find the online order and cancel it for you... should...
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

View solution in original post

jbilman
Level 1: Cadet

Re: How to contact the online sales team?

Thanks DrQ for the information. Much appreciated.

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