Level 1: Cadet

Lodging a complaint with Telstra

I have requested technical support on a number of occassions since November 2015 to January 2016, and only on the 8th January 2016 did I have technician attend my property to install the modem.


I was told by Telstra that I could self-install the modem.  After two months of calling technical support, I was told by the technician attending that the cable port was converted to Optus.


I was told complete untruthes about the self install.  I wasted numerous hours on calls to technical support, and finally at the end of December 2015 I was told a techncian would attend, unfortunately, that was in January 2016.


I had one conversation with complaints who provided me a credit of $178 dollar.  I find this totally unsatisfactory, that now I know that I was told incorrect information at the beginning.  I have not had proper technical support.


I am expected to pay for two months of a service I did not receive, and for a technician who should of attended on day one.


I believe that I should receive a credit for the two months I did not receive service in light of the lack of technical support, the lack of actual knowledge provided, the hours of time wasted on the phone, and having to wait two months without internet that I had requested.


If Telstra don't believe that I should be entitlted to my requests, then I will raise this with the Ombudsman and Consumer Affairs.

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